Overview:
We want you to love your piece. If you're not completely satisfied with your Prime wood engineering purchase, we're here to help. This policy covers all orders placed through our website.
Return window:
You have 14 days from the date of delivery to request a return. After this period, we are unable to accept returns or issue refunds.
To be eligible, items must be:
1-Unused and in the same condition as received
2-In their original packaging (where applicable)
3-Accompanied by proof of purchase (order number or receipt)
What can and cannot be returned ?
Eligible for return:
1-Standard (non-custom) artwork and prints
2-Items damaged in transit (see below)
3-Incorrect items received
Not eligible for return:
1-Custom or personalized commissions
2-Digital downloads
3-Items returned after 14 days of delivery
4-Items showing signs of use or damage caused by the buyer
Damaged or defective items:
If your item arrived damaged or defective, please contact us within 7 days of delivery with:
Your order number
A description of the damage
Clear photos of the item and packaging
We will arrange a replacement or full refund at no cost to you, including return shipping.
How to start a return:
To initiate a return:
Email us at support@primewood.art with your order number and reason for return
We'll respond within 2 business days with return instructions
Ship the item back using a trackable method — we recommend keeping the tracking number
Return shipping costs are the buyer's responsibility unless the item was damaged or incorrect
Refunds:
Once we receive and inspect your returned item, we'll notify you of the approval or rejection of your refund.
Approved refunds are processed to your original payment method within 5–7 business days. Depending on your bank or card issuer, it may take additional time to appear on your statement.
If you haven't received your refund after 10 business days, please contact us and we'll investigate promptly.
Exchanges:
We only replace items that are defective or damaged. If you'd like to exchange for a different piece, please return the original and place a new order.
Questions? We're happy to help.
Email us at support@primewood.art — we typically respond within 1–2 business days.