Refund policy

Returns & Refunds

We want you to be pleased with your Primrose 4D purchase. This policy explains returns, refunds, cancellations, damaged or incorrect items, and custom or personalized products.

Standard Product Returns

We accept returns of eligible standard products within 30 days of delivery.

To be eligible for a return, the item must be:

Unused and in substantially the same condition in which it was received
Free from damage caused after delivery
Returned with all included parts, accessories, and components
Packaged appropriately to prevent damage during return shipping

To request a return, contact us at primrosefourd@gmail.com before sending the item back.

Customers are responsible for arranging and paying for return shipping on ordinary returns. We recommend using a trackable shipping service. Primrose 4D is not responsible for returned items that are lost or damaged in transit.

We do not charge a restocking fee on eligible standard-product returns.

Original outbound shipping charges are generally nonrefundable unless the return results from an error by Primrose 4D or as otherwise required by law.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If an item arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible, preferably within 7 days of delivery, at primrosefourd@gmail.com.

Please include:

Your order number
A description of the issue
Clear photographs of the item and, when relevant, the shipping packaging

After reviewing the issue, Primrose 4D may, as appropriate, repair, reproduce, replace, or refund the affected item.

When the problem results from a Primrose 4D error, manufacturing defect, or qualifying shipping damage, we will provide appropriate instructions and will not require the customer to bear ordinary return-shipping costs associated with correcting the issue.

Custom, Personalized, and Made-to-Specification Products

Products that are custom-designed, personalized, manufactured to customer-provided specifications, or otherwise produced specifically for an individual customer are generally not eligible for return or exchange because of change of mind, preference, fit, color preference, or an error in specifications supplied or approved by the customer.

Custom products remain eligible for assistance when there is:

A manufacturing defect
Shipping damage
An error made by Primrose 4D
A material difference between the approved specifications and the product supplied
A return or remedy otherwise required by applicable law

Where customer approval of a design, proof, specification, dimension, color, file, or other production detail is requested, the customer is responsible for reviewing that information carefully before approval.

Order Cancellations

Cancellation requests are handled individually and are not automatically guaranteed.

For standard products, we will generally accommodate a cancellation when the order has not yet entered fulfillment, production, or shipment.

Please contact primrosefourd@gmail.com as soon as possible if you need to cancel an order.

Once fulfillment or production has begun, cancellation may no longer be possible.

Custom Order Cancellations

Custom, personalized, quoted, or made-to-specification work may involve design, engineering, setup, material purchasing, or production before shipment.

If a custom order is cancelled before production begins, any completed design, engineering, consultation, setup work, special-order materials, or other nonrecoverable costs may be deducted from the amount refunded.

Once production has begun, completed work, committed materials, and other costs incurred in producing the order may be nonrefundable.

Any cancellation terms stated in an individual custom quote or project agreement will also apply.

Refunds

Once an eligible return is received and inspected, we will notify you of the approval or status of your refund.

Approved refunds will be issued to the original payment method. Processing time after a refund is issued may vary depending on your bank, credit-card company, or payment provider.

If more than a reasonable period has passed after we confirm that a refund was issued, please contact your financial institution first and then contact us if you still need assistance.

Exchanges

Because many Primrose 4D products are manufactured in small batches, direct exchanges may not always be available.

When an exchange is appropriate, we may instead arrange a replacement, reproduction, return and new order, or another reasonable solution depending on product availability and the circumstances.