Primal Stone offers a 30 day, 100% satisfaction guarantee on our products. We truly want you to be completely satisfied with your order. Our policy permits returns within 30 days of your order date. If you find that your order is not to your satisfaction, return the product to us within 30 days of your order date and we will exchange or refund your purchase. We stand behind our products and will work hard to resolve any issues that arise.
To be eligible for a refund, your item must be in the original packaging and be accompanied by proof of purchase. To return your product, please send an email to firstname.lastname@example.org describing the reason for the return. All Canadian returns must be made via Canada Post and all U.S. returns must be made via USPS.
Our products are natural stone and in rare instances defects may exist. Our quality assurance process aims to avoid issues, however shipping mishaps can occur. In the unlikely event your product is damaged during shipping, email email@example.com within 15 days of delivery and we will immediately replace the item.
Once your return has been received in accordance with our Refund Policy, a credit will be applied to your original method of payment. Refunds can take up to 30 days to process. If you haven’t received a refund within 30 days of receiving our return confirmation notice:
First contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
Lastly, If you’ve done all of this and you are still concerned your refund is not on its way, please contact us at firstname.lastname@example.org.
In the unlikely event your order arrives damaged or defective, we will cover return shipping and re-send the order immediately. For any other reason, return shipping costs are the responsibility of the customer. Shipping costs are non-refundable.
For international orders the recipient is the importer of record and must comply with all laws and regulations of the destination country. International orders may be subject to import taxes, customs duties and fees. The recipient of the order is responsible for all import taxes, customs duties and fees. Please allow a small grace period for international orders, as they may be subject to customs clearance procedures which can cause delays.
All Canadian returns must be made via Canada Post and all U.S. returns must be made via USPS.