Returns

All items must be shipped back in their original packaging, never installed or used. You will need to save the pallet in order to return larger appliances. A product cannot be returned if it has been installed, used, or if the box and pallet are missing.

If an item breaks or is damaged, return it for a refund within 30 days of delivery in the original condition and packaging. To be eligible for a return, your item must be unused and in the same condition that you received it.

Please note that your order must be reported within 30 Days of the Delivery Date. We cannot accept any Return Requests after this period.

Photos Required - Our customer service representatives might require images of the item or items you are returning. Returns will not be processed if no photos can be provided, which is a requirement for processing returns.

Parts Missing?

If for any reason you received your order and there are parts missing from your order, please contact us immediately at support@primeply.co and we will issue out a replacement order for your missing parts right away.

  • All returns are subject to a restocking fee. These fees are dependent on the brand you purchase:
    • ZLINE: 15% Restocking Fee
    • Thor Kitchen: 15% Restocking Fee
    • NXR: 15% Restocking Fee
    • Forno: 15-30% Restocking Fee
    • ILVE: 15-30% Restocking Fee
    • Forte: 15-30% Restocking Fee
    • Kucht: 15-30% Restocking Fee
    • Blaze: 15-30% Restocking Fee
    • Capital: 15-30% Restocking Fee
    • Forza: 15-30% Restocking Fee
    • Fire Magic: 15-30% Restocking Fee
    • American Outdoor Grill: 15-30% Restocking Fee
    • All other brands: 15-30% Restocking Fee

Shipping Policy can be found here

  • Once an order ships it is subject to a restocking fee.
  • If you refuse a shipment due to damage, these cases will not be treated as a return. We will send a replacement unit at no cost to you.

The cost of return shipping is not covered by Primeply. Shipping costs are non-refundable and are the responsibility of the customer, unless otherwise specified. The customer has the option to request for a return label and we will provide a return label to all orders, but please note the cost of the return label may be deducted from your refund. 

If the order is cancelled once shipped, or the delivery refused, or turned around due to the customer not making a delivery appointment, the order will be returned to the warehouse automatically treated as a return

Please reach out to support@primeply.co to start your return! :)
To start your return, please include a receipt or proof of purchase in your order. In addition, in the subject line of your message, please input "RETURN - ORDER #" so we can validate your return order right away.

Please also state the reason for the return in the body section of the email and send any evidence you find necessary to include in the email.

Please do not send your purchase back to the manufacturer without contacting us first as there is no way for us to track the return package. 

Order Prices are Final and cannot be refunded due to future promotions or competing retailer prices

  • Once an order is completed the sale price is final.
  • All prices are set by the suppliers/brands we work with and they may run promotions from time to time, we cannot refund you for future promotions after you purchase as costs are fixed at time of purchase
  • We are unable to refund you the difference if you discover the product for less somewhere else or on our store after the order is completed.

I PROVIDED A WRONG ADDRESS

If you provided us with the wrong address, or you may have misspelled or inputted incorrectly, please do not worry. Simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at support@primeply.co. If the address is wrong, we can correct this within 24 hours.

ITEM IS DAMAGED UPON ARRIVAL

We do our best to take care of each order and before they are sent out to our customers. However, there are still cases in which products may arrive damaged due to postal service mistreatment. If this is the case, and your item has arrived damaged upon arrival, 
please contact us with:

    - Your order number.

    - A picture of the damaged product.

Before you confirm delivery, please individually inspect to verify that the item is in proper condition. We individually inspect to verify that our packages leave the facility in brand-new condition.

Even if the package appears slightly damaged, please write "Package Damaged" and let us know right away. If the package looks significantly damaged, you may refuse the delivery.

Once return shipment has been validated, we will send you one right away.

If you have already opened the package and discover missing or damaged components, kindly get in touch with us right away. We will send you replacement components at no additional cost. We have just 48 hours to submit a freight claim

Any parts you might be missing will be shipped to you at no cost to you.

WHAT ARE MY PAYMENT OPTIONS?

We are currently accepting Stripe and Paypal for our payments. In other words, we accept AMEX, Discovery, Mastercard, Visa or Paypal. Please contact us if you have any payment questions.

LTL FREIGHT SHIPMENTS:

All appliance orders are shipped via Freight / LTL. To arrange shipments with Freight or LTL, the shipping carrier will schedule a call for delivery. During time of delivery, a person, 18 years or older, must be present to sign and accept the shipment of the order.

Shipping includes one delivery attempt: If the first delivery attempt is not accepted and requires a second delivery attempt, the customer is subject to a an additional delivery fee that is set by the shipping carrier.

Rebate Program:

To be eligible for a promotional rebate program from ILVE, all of the qualifying appliances must be purchased at one time, on one order from Primeply, an authorized ILVE dealer during the period January 1, 2023 - March 1, 2023. 

Earlier purchase and orders, returns, cancel then reissued orders do NOT qualify for rebates and are voided from receiving the rebate. In other words, if you purchase an order that can be applicable to the rebate program but decide to cancel at a later time, please note that the rebate for the order will be cancelled as well.

This promotion applies to retail consumer sales only and not for any mult-unit project sales and can not be combined with any other offer. ILVE USA Inc. and Primeply,Inc. reserves the right to withdraw, modify or terminate the promotion at any time. 

I WANT TO EXCHANGE MY ORDER

If for any reason you are unsatisfied with your order and you would like to exchange your item for a different model, please contact us at support@primeply.co and we will issue you a return label and ship out the model you desire within 1-2 business days.

EXCHANGES?

  • Due to complexities with processing returned products, we cannot exchange items.

CAN I CANCEL MY ORDER?

You are able to cancel your order with no penalty! You must cancel your order 1 hour after creating it for the cancellation to be applied. If the item has already shipped, please email support@primeply.co. All you need to do is send us an email with the subject line "CANCEL". We can cancel any orders if they are not processed. If you do change your mind reach out to us as soon as possible. Once a order is processed, there will be no cancellations. All cancellations are subject to credit card CC fee of 3.5% + 15 cents

Refunds (if applicable)

All refunds, unless otherwise specified, are to be returned to our return address specified down below.

In our warehouse, once we receive and inspect your return, we will send you an email notifying you that we have inspected and verified your return. It usually takes about 1 business day for us to verify your return, once your package is received.
Once approved, your refund will be processed to your original payment method, either by credit card or Paypal. Please note that it may take up to 5-10 business days for the refund to appear back in your original payment method after we have processed the refund on our system.

Refunds will be credited to the original payment method and can take up to 3-5 business days to reflect on your statement. Return re-stocking fees are not refundable

Late or missing refunds (if applicable)

If your refund hasn't been refunded to your original payment yet, please don't worry. First, check with your bank account to see if the refund transaction is pending in their system. There is sometimes processing times associated with refunds between your bank or credit card statements, so please allow 5-10 business days after we refunded you on our system for it to appear in your bank statement or credit card/original payment method. Just contact us and we'll be with you every step of the way. :) 

STILL HAVE A QUESTION?

If we were unable to answer all of your questions, please do not hesitate to speak with us via email at support@primeply.co. We will do our best to respond within 24-48 hours.

Click here to see Returns Policy.

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Click here to see Privacy Policy

Click here to see Terms and Conditions Policy

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