Returns & Refunds

1. Our Return Promise

At Prime Retail Goods, we want you to love your purchase. If for any reason you are not completely satisfied with your furniture or décor item, you may be eligible for a return or exchange under the guidelines below.

2. Return Eligibility

We accept returns on most items within 14 days of delivery, provided the item is:

  • In new, unused condition

  • In its original packaging (including all parts, hardware, manuals, etc.)

  • Accompanied by proof of purchase (receipt or order number)

3. Non-Returnable Items

We do not accept returns or exchanges on:

  • Custom, made-to-order, or special order items

  • Clearance or final sale merchandise

  • Used, damaged, or assembled products

  • Mattresses (unless unopened and unused)

  • Gift cards

If you’re unsure whether your item qualifies, please contact our support team before initiating a return.

4. Return Process

To start a return, please:

  1. Email support@primeretailgoods.net within 14 days of delivery

  2. Include your order number, item(s) you wish to return, and the reason for return

  3. We will review your request and, if eligible, provide a return authorization and shipping instructions

Note: Unauthorized returns or returns sent without prior approval may be refused.

5. Return Shipping & Restocking Fees

  • Customers are responsible for return shipping costs, unless the return is due to a damaged, defective, or incorrect item.

  • A restocking fee of 15% may apply to returned furniture or oversized items.

  • We recommend using a trackable shipping service and insuring your return.

6. Damaged or Defective Items

If your order arrives damaged, defective, or with missing parts, please notify us within 48 hours of delivery. Email us with:

  • Order number

  • Description of the issue

  • Clear photos of the damage/defect

We will work quickly to replace the item, send replacement parts, or issue a refund at no extra cost to you.

7. Refunds

Once your return is received and inspected, we will notify you of the status of your refund.

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Shipping charges are non-refundable, unless the return is due to our error (damaged, incorrect item, etc.)

  • If the item is not returned in its original condition, a partial refund may be issued.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order.

9. Cancellations

Orders can be cancelled within 24 hours of placement. Once an order has shipped, it cannot be cancelled and must follow the standard return process.

10. Contact Us

For all return and refund inquiries, please contact our support team:

📧 Email: support@primeretailgoods.net
📞 Phone: (818) 339-9758
📍 Address: 20130 Clark St, Woodland Hills, CA 91367, United States