Welcome to Prime Living Outdoors, where your satisfaction is our top priority.

We understand that occasionally a product may not meet your expectations or requirements. To ensure a seamless shopping experience, we’ve created a comprehensive return policy that prioritizes your convenience while upholding fair guidelines. Please review the details below.

General Rules

• Reporting Returns: Return requests must be reported within 30 days of the delivery date. Requests made after this period will not be accepted.
  
• Restocking Fee: A minimum 30% restocking fee applies to all returns. This includes canceled or refused orders after shipment and returns caused by incorrect or incomplete shipping information.
  
• Eligibility Criteria: Only uninstalled, unused products in their original packaging, including boxes and pallets, are eligible for return. Returns without original packaging will not be accepted.
  
• Non-Eligible Products: The following items are not eligible for return or exchange: modified or altered products, items not in resalable condition, products missing an Order Number or original packaging, and accessories such as range hood extensions, short kits, and filters.
  
• Damaged Products: If your order arrives damaged, please take clear photos of the damaged box upon delivery. Damage must be reported within 24 hours of delivery.
  

Exchange Policy

• Reporting Exchanges: Exchange requests must be reported within 30 days of delivery.
  
• Restocking Fee: A minimum 30% restocking fee applies to exchanges.
  
• Eligibility Criteria: Only unused, uninstalled products in original packaging are eligible.
  
• Exchange Process: Exchanges require the return of the original item, inspection by our warehouse team, refund processing, and placement of a new order for the replacement item.
  

Refund Processing

Refunds are issued after the warehouse receives, inspects, and approves the return or exchange. Refunds are credited to the original payment method and may take up to 72 hours to appear on your statement.

Starting a Return

1. Contact Us: To initiate a return, please reach out to our Customer Experience team via email at support@primelivingoutdoors.com or by phone at +1 970-292-6488, during business hours Monday–Friday, 9:00 AM–5:00 PM (EST).
   
2. Provide Details: Include your Order Number and the item(s) you wish to return.
   
3. Reason for Return: Let us know why you are returning the item to help us resolve the issue efficiently.
   
4. Eligibility Review: Our team will confirm whether your request meets return eligibility.
   
5. Return Authorization (RA): Approved returns will receive an RA number, required for processing.
   
6. Package the Item: Securely package the item with all original packaging, accessories, and documentation.
   
7. Label the Package: Clearly mark the package with your RA number.
   
8. Ship the Item: Ship the return to the address provided. Return shipping costs may apply depending on the reason.
   
9. Tracking & Confirmation: Share the tracking number with our team.
   
10. Processing: Once received and inspected, your refund or exchange will be processed according to policy.
    

Changing Shipping Address Instructions

If you need to change your shipping address:

1. Contact Us Immediately: Email support@primelivingoutdoors.com or call +1 970-292-6488 as soon as possible.
   
2. Provide Order Information: Include your Order Number and reason for the change.
   
3. Confirm Availability: Address changes depend on the order status.
   
4. Update Address: Provide complete and accurate new address details.
   
5. Confirmation: We’ll confirm once the update is successful.
   
6. Address Change Fee: Fees may apply depending on processing stage.
   
7. Follow-Up: Monitor tracking details to ensure correct delivery.
   

Frequently Asked Questions (FAQ)

• Can I change my address? Yes, contact us within 24 hours of placing your order.
  
• Can I cancel my order? Orders may be canceled before dispatch. Shipped orders follow the return policy.
  
• Do I pay for return shipping? We cover shipping for defective items. Other returns require customers to pay actual return shipping costs.
  
• How will I receive the return label? Approved return labels are sent via email.
  
• Late or missing refunds? Please check with your bank first, then contact us if needed.

Happy shopping from all of us at Prime Living Outdoors!