Primoends LLC is not a physical store and does not hold inventory, therefore, items can not be returned to Primoends. All products are sold by vendors or private sellers. Primoends LLC supports the policies set forth by these organizations.

All sales are considered final or otherwise stated by the vendor. We will advise if an item can be returned or refunded and the percentage of the restocking fee.

A return/refund/replacement claim can be made and Primoends LLC will contact the seller on behalf of the buyer.

For more details please read terms and conditions below.

TARIFFS as of April 8, 2025

As you are all aware, we are facing recently imposed tariffs on all of our imported products, effective this week. We do source globally from a wide assortment of craftspeople, artisans, small weavers and printers. All of these will be subject to varying percentages of tariffs. Please note that our domestic sources, which are a significant part of our product mix, will not be subject to any tariffs.
As a result of the tariffs, our intention is to fairly allocate the costs across our suppliers, our customers and ourselves.

Beginning on April 8, 2025, a tariff surcharge will be added as a separate line item on our
invoices 8% of the total order. 

We understand this is a time of volatility and uncertainty. We are doing our best to help alleviate some of this through transparency and the clear plan detailed above. Our sincere hope is that this will provide you with the confidence you deserve to meet the needs of your clients and their projects.

 CLAIMS & RETURNS

Once packaging has been unboxed or opened, there are NO returns or refunds.

Packages unopened-  email : sales.primoends@gmail.com

We will contact the manufacturer and advise the next step. 

DAMAGED/DEFECTIVE PRODUCTS

If your product arrives to you damaged, please email a picture of the damaged area before opening or unboxing and your order information to sales.primoends@gmail.com. 

If your product needs to be assembled, we recommend a professional. If you (customer) attempt to assemble the product and fail, Primoends and the manufacturer are not held responsible.   If you file a claim that your item is defective, we will need business credentials of the assembler. Photo ID , and business EIN must be submitted with your claim.

 www.primoends.com, bears no responsibility for the cost of installation of any item ordered on the website.

Cancellations

Once an order has been placed and charged with the supplier, we can contact the seller to cancel the order but we can not guarantee that the order will be cancelled and refunded. All sales are final.
Please contact Primoends immediately. Sales.primoends@gmail.com

Damaged Product - Damage to products can occasionally occur in transit. We are happy to replace any damaged products at no cost. It is required that you contact us no later than 48 hours after you receive you order to process a damage claim. Please inspect your order immediately upon receipt and let us know if there are any issues. We will send you a return label so please don’t discard the packaging your item came in. If the item that is damaged is not eligible for a replacement you will receive store credit for the total order value of your item.

Order Cancellation - Orders for stocked items cannot be cancelled once they’re made. If you contact us quickly after your order is made we can try to cancel it but cannot promise that the order will be canceled. Once your order is placed, information is automatically sent to our fulfillment centers and cannot be adjusted or is costly to manually adjust. In most cases this benefits you by getting your order as quickly as possible. 

Other order cancellations

Orders may get refunded back to buyer due to damages, insufficient inventory levels or system synchronization glitches. 

LOST PACKAGES IN TRANSIT

If you do not receive your package as indicated on the tracking information, contact us as soon as possible. We must be informed immediately in order to properly file an investigation with the carrier and authorities. 

STOLEN PACKAGES

Primoends LLC is not responsible for stolen packages. If the package has been delivered and is marked delivered by the carrier indicating date and time we recommend you contact the carrier and or the driver for further information. 

RETURN POLICY

www.primoends.com adheres to all return policies of our manufacturers. All returns (except damaged merchandise) with the manufacturer’s approval will be subject to a restocking fee unless otherwise noted. Customers are responsible for return shipping costs unless the product is damaged or defective. 

All sale items are Limited Stock and final sale unless damaged. 

EXCHANGES

Exchanges must be requested via email at sales.primoends@gmail.com

Exchanges are only applicable for brands that allow returns.

All exchanges are subject to the manufacturers' approval

The exchanged item must be from the same brand and of equal or higher value

Restocking fees for exchanges are decided by the manufacturer

Clients are responsible for the return shipping cost of the original order and for any shipping charges on the new order

A refund for the returned order will be processed 1-2 weeks after it shows delivered to the manufacturer's warehouse to allow for the inspection/restocking process.

SHIPPING AND HANDLING

ALL ORDERS SHIP FREE OF CHARGE

WHEN WILL I RECEIVE MY ORDER?

General shipping time frames are within a normal 5-7 business day period.  For products shipping from outside the U.S., the ETA is 2-week delivery window approximately. Samples take 7-14 business days for arrival 

SOME PRODUCTS ARE STOCKED OVERSEAS AND TAKE 30-60 DAYS TO PASS THROUGH US CUSTOMS

HOW ARE PRODUCTS SHIPPED?

Regular orders are shipped via USPS, FedEx, or UPS. Samples are sent through USPS. Larger items ship via carrier. 

WHEN WILL I RECEIVE MY ORDER?

The shipping process can take up to 5-7 business days.

General shipping time frames are within a normal 5-7 business day period.

For products shipping from outside the U.S., the ETA is 2-week delivery window approximately.

Samples take 7-14 business days for delivery.

In some cases goods that travel by vessel and through U.S. Customs. Lead times can vary (30-60 days to pass through US customs)

TRACKING

The vendor/seller will send shipping notifications to the customer.  If you do not receive tracking information in a few days contact us at sales.primoends@gmail.com.