Return & Refund Policy
At Prime Living, we aim to provide carefully crafted handmade furniture products and a reliable shopping experience for customers across the Czech Republic, the European Union, and Ukraine.
This Return & Refund Policy explains the conditions under which returns, exchanges, and refunds may be requested.
1. Right of Withdrawal
Customers located within the European Union may have the right to withdraw from a purchase within 14 days after receiving the order, in accordance with applicable EU consumer protection laws.
To initiate a return request, customers should contact us by email before sending any products back.
Email: PrimeLivingcz@gmail.com
2. Return Conditions
To qualify for a return, products must:
• be unused,
• remain undamaged,
• not show visible signs of use,
• be returned in appropriate protective packaging.
Prime Living reserves the right to refuse returns that do not meet these conditions.
Because our products are handmade, minor natural differences in materials, texture, finishing, or dimensions are not considered defects.
3. Damaged or Incorrect Products
If a product arrives damaged during transportation or the wrong product was delivered, customers should contact us as soon as possible after delivery.
Please include:
• order number,
• description of the issue,
• clear photographs of the product and packaging.
After reviewing the situation, Prime Living may offer an exchange replacement for the affected product.
4. Return Shipping Costs
Unless otherwise required by law, customers are responsible for return shipping costs.
We recommend using a tracked and insured shipping method when returning products.
Prime Living is not responsible for returned packages lost or damaged during return transportation.
5. Refund Processing
Once the returned product is received and inspected, customers will be notified regarding the approval or rejection of the refund request.
Approved refunds are generally processed using the original payment method within the standard period required by payment providers and financial institutions.
Shipping costs may be non-refundable unless otherwise required under applicable consumer protection laws.
6. Exchanges
Prime Living may provide exchanges in situations involving:
• transportation damage,
• defective products,
• incorrect items received.
Exchange requests are reviewed individually based on the provided information and product condition.
7. Non-Returnable Situations
Returns may not be accepted in cases where:
• products were damaged after delivery,
• products show signs of use,
• products were modified by the customer,
• damage resulted from improper handling,
• return requests fall outside legally applicable timeframes.
Future customized or made-to-order products may become subject to separate return conditions.
8. Handmade Product Characteristics
Prime Living specializes exclusively in handmade furniture products.
Due to the handcrafted nature of production, slight differences in:
• shape,
• texture,
• material patterns,
• finishing details,
• dimensions, may naturally occur between products.
Such variations are considered part of the individual handmade character of each item and are not treated as manufacturing defects.
9. Cancellation Requests
Customers may request order cancellation before shipment preparation has been completed.
Once an order has already been processed or shipped, cancellation may no longer be possible.
10. Contact
For return requests or questions regarding this policy, please contact us:
Email: PrimeLivingcz@gmail.comPhone Number: +420 723 825 659