We gladly accept exchanges and returns.

Damages Or Defects:
Damages or Defects: We are committed to ensuring your satisfaction with our products. Your order is inspected before shipment to ensure that all items are in excellent condition before leaving our facilities. While we package our products securely to prevent damage, damages may occur during shipment. Please let us know if any issues arise within 24 hours of receiving the item. When a product doesn’t meet your expectations, we offer our “30-Day Return Policy”. We want to ensure you are delighted with any purchase from Prima Decorative Hardware.

Custom-made orders are not refundable or exchanged

You have options for shipping back to us :

If there is no mistake on our part, you must return it to us and pay shipping charges, duties, and taxes.
We will send you a prepaid return shipping label at a discounted price if you want.
We will send out a replacement.
We will issue a refund.
Goods are returnable if they fail to meet your expectations within 30 days from the date of purchase, have not been installed, and are in their original condition. Shipping charges are non-refundable except for damaged or defective merchandise. Return shipping and restocking fees may apply. Manufacturer restocking fees are also applicable to help offset the expense of processing returns. A minimum 20% restocking fee applies to returns of unused merchandise. If any defective goods are found or any other discrepancy in the material received, please let us know within five working days of receiving the shipment. If we’ve made a mistake or you’ve received a damaged and defective item, we’ll gladly return and replace your product at no additional cost to you.

You can still return the merchandise at your expense if you have purchased it by mistake or no longer want to keep it. If, for any reason, you choose the wrong item:
Carefully repack the returned merchandise, including all parts in the original packaging.
Products may be returned in their original condition within 30 days of the shipping date of your order. Complete and undamaged merchandise returned to our warehouse will be processed for credit using the same method as the original payment. Original shipping costs and return shipping costs are not refundable.
Please print your purchase order number, date of purchase, and the marketplace from where you purchased, along with your complete name, address, email, and phone number, on a separate sheet with the returned item to expedite your refund process.
Please send us an email with the tracking number.
Upon receiving the goods at our warehouse, the refund will be processed, which may take 5 to 7 business days to receive and show in your account.