Refund policy

1. Scope and Intent

This Return, Refund & Freight Claim Policy applies to all purchases made through the Prime Living Outdoors website at www.primelivingoutdoors.com.

2. Contact Information

For questions about returns, refunds, or freight claims, please contact:

Email: support@primelivingoutdoors.com
Phone: (970) 292-6488
Address: 2020 N Academy Blvd, Ste 261 #4129, Colorado Springs, Colorado 80909
Hours: Monday–Friday, 9:30 AM – 4:30 PM MT

3. Freight Claims

3.1 Inspection Requirements

Open and inspect the order while the delivery driver is present.
If the driver does not allow sufficient time, note this on the delivery receipt.
Signing the delivery receipt without noting damage confirms the order arrived complete and in excellent condition.

3.2 Reporting Damage

Document all damage or missing items directly on the delivery receipt.
For severe damage, write “Refused due to damage” and contact us immediately.
Do not discard damaged items or original packaging.
All damage must be reported within two (2) business days, including photos and delivery details.

3.3 Concealed Damage

Concealed damage is reimbursed at one-third (1/3) of the product’s cost.

3.4 Return of Damaged Goods

Damaged items must be returned within 30 days.
Failure to return them will result in a charge to your original payment method.

4. Return Eligibility

4.1 Return Request Window

Return requests must be submitted within 15 days of delivery.

4.2 Conditions for Return

To qualify for a return, items must be:

Unused, undamaged, and in their original condition
In the original packaging, with all accessories included
Accompanied by a receipt or proof of purchase

5. Return Process

5.1 Initiating a Return

To start a return:

Email support@primelivingoutdoors.com or call (970) 292-6488.

Provide your order number and reason for return.

You will receive an approval or denial within 1–2 business days.

If approved, you will receive:

A detailed Return Authorization

Return shipping labels (if requested)

Instructions for completing your return

You will have 10 days from the date you receive the Return Authorization to ship the product back.

5.2 Return Shipping

Customers are responsible for all return shipping costs, unless the item was defective, damaged, or incorrect due to our error.

Use a trackable shipping service.

Items returned outside the approved process or timeframe are not eligible for a refund.

6. Fees and Restocking

A 20% restocking fee may apply to approved returns.

7. Specific Return and Refund Conditions

7.1 Change-of-Mind Returns

Must follow the 15-day return request rule.

Item must be unused and in original packaging.

Refunds are issued to the original payment method, minus any restocking fees and shipping costs.

7.2 Defective or Damaged Goods

Provide photos or videos of the defect.

We will offer a replacement or full refund (including return shipping when applicable).

7.3 Incorrect Product Received

Notify us immediately.

We will arrange for return shipping at our expense and send the correct product.

7.4 Product Never Arrived

If the shipment is confirmed lost, we will offer a replacement or full refund.

7.5 Order Cancellation

Orders may be cancelled for a full refund before shipment.

If the order has shipped, you must follow the standard return process after receiving the product.

8. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

Custom or personalized products

Perishable goods

Intimate or sanitary items (unless unopened)

Gift cards

Downloadable digital products

9. Refunds

9.1 Refund Conditions

Refunds are processed after the returned item is received and inspected.
You will receive an email notifying you of approval or rejection.

9.2 Refund Processing

Refunds are issued to the original payment method.

It may take up to 7 days to appear in your account, depending on your bank.

9.3 Partial Refunds

Partial refunds may apply when:

Items are not in their original condition

Items are missing parts not due to our error

Items are returned outside the approved 10-day window

10. Exchanges

We replace items that are defective, damaged, or incorrect.

For exchanges due to product issues, Prime Living Outdoors' distributor pays the shipping costs.

For change-of-mind exchanges, the customer is responsible for shipping.

To request an exchange, contact support@primelivingoutdoors.com.

11. Timelines Summary

Return request: within 15 days of delivery

Ship return: within 10 days after receiving Return Authorization

Refund issued: 2–3 weeks after inspection

Refund visible in account: up to 7 days afterward

12. Legal Rights

This policy does not affect any statutory consumer rights under applicable law.

13. Questions & Support

If you need assistance with a return, refund, or freight claim:

Email: support@primelivingoutdoors.com
Phone: (970) 292-6488

By completing a purchase on our website, you agree to this Return, Refund & Freight Claim Policy.