Returns & Refunds
Primefair's return policy will allow for products that have been purchased on www.primefair.com to be returned by the original purchaser within 30 days of purchase for a full refund to their original payment method.
Forno: Returns accepted up to 30 days after delivery. Damage must be reported upon taking delivery and delivery should be refused if your order is damaged! A 30% restocking fee per product may apply for customer remorse returns. Returns are not accepted for products that have been unboxed or installed.
Forte | ILVE: Returns are accepted for up to 30 days after delivery. A return shipping and a 15% restocking fee per product may apply. Returns are not accepted for products that have been unboxed, used, or installed! For products that arrive damaged, damage must be documented with photos and the delivery must be refused.
To be eligible to return your product under the return policy, please make sure:
- The order or item(s) you received was made directly from Primefair.com
- The time frame in which your 30-day period starts the day you receive your order or when it's marked as "delivered" on our system. For example, if you receive your package on March 7, then that is the starting day of the return period.
- The order or item(s) is returned in the original packaging, with all accessories included and in new or as-new condition.
- You have strictly followed the Primefair return instructions as set out above.
There are special circumstances or situations in which partial refunds will be granted. Such circumstances may occur if the item returned is
- Item is not returned in original condition, item is damaged or missing parts/accessories for reasons that are at no fault on our behalf
All orders are processed as soon as possible and all returns are subject to a 15% restocking fee. The restocking fee will be determined by your brand and product and your specific circumstances. Please note that we will be in contact with you at all times and if you have any questions, you can feel free to reach out to us at [email protected].
Once your return is received and examined, you will receive an email from us notifying you that your refund has been processed on our system. If you are approved, the refund will be processed to your credit card or original method of payment. Please note that it may take your bank or credit cards up to 5-10 business days for the credit to appear back in your original statement.
Haven't received a refund?
Please note that it may take 5-10 business days for your credit card or bank to process your refund once it has been processed on our system. If you haven't received your refund, first, please check with your bank account.
If you've done all of this and still do not know the status of your refund, please contact us at [email protected] and we will help you get sorted with the situation.
Want to exchange an item(s)?
If you would like to exchange an item(s), your item must not be used and is returned in its original packaging, with all accessories included and in new condition. To arrange an exchange with us, simply contact us at [email protected] and we'll help you get sorted out with your exchange.
Missing Parts?
If you did not receive your complete order and you are missing any parts or accessories included with your order, please contact us at [email protected] so we can help you get sorted with the situation right away.
Provided the wrong address at checkout?
Simply contact us at [email protected] within 24 hours of your purchase so we can get your address adjusted. We cannot guarantee that we will be able to make changes after this 24 hour period.
Want to cancel your order?
Simply contact us at [email protected] with the subject line "CANCEL, ORDER#" and specify your order number for us to address your situation.
Please try to cancel within 24 hours of your purchase. If the 24 hours has expired, we may have processed your order and we can not guarantee to cancel it right away. If it is already processed and ready for shipment, you may need to wait to receive your order and return it back to us. If you have any questions or want more information in regards to canceling your order, simply contact us at [email protected].
Shipping
The shipping of return shipping will not be the responsibility of Primefair. All shipping return costs are to be covered by the customer unless otherwise specified. Shipping return costs will only be covered by Primefair if the item was received damaged, missing parts, or if there was any fault on our behalf. Please note we will be in contact with you under these special circumstances at all times.
To initiate a return, simply contact us via email or give us a call so that we can initiate the return process for you.
Include in the subject line of your message, "RETURN, ORDER#" and state the reason for your return in the body of your email. Once your email is received, our team will verify your return process and start it for you once approved. You can either receive a return shipping label from us or you can ship the item back to us. If you would like to request a return label from us, we will deduct the shipping label costs from your refund.
Did your item come damaged upon arrival?
We do our best to quality inspect all of our items before they are sent to you but unfortunately, there are still cases in which items may arrive damaged due to postal service mistreatment or variables that are out of our control.
If your item(s) arrive damage, we sincerely apologize for the inconvenience. All you need to do is contact us at [email protected] or give us a call and we'll send a replacement model for you as soon as we can, usually within 1-2 business days of receiving your inquiry.
In your email, please also make sure to include:
- Order # with Subject Line "ITEM DAMAGED, ORDER#"
- A picture/evidence of damaged item(s)
- Any other relevant information you believe should be included
Once your claim is reviewed and verified, our team will sent a replacement item out to you free of charge, usually within 1-2 business days of receiving your inquiry. We also may provide a return shipping label for you to ship the item back to our facilities, so please be prepared to ship the item back to us. If no label is provided, you do not need to ship the item back to us.
Delivery Window:
If you want to change your shipping address - once an order has been shipped, the address can not be changed. In some cases we can reroute the address but there may be an additional fee that is charged by PrimeFair. That fee is out of our control and ultimately determined by the shipping carrier. The average fee can estimate from $100-500+ depending on the carrier.
The carrier will provide options to deliver your freight order. If you are unable to accept the delivery, the carrier will return the item back to the sender of the shipment or will begin to charge a storage fee.
If the package is refused and returned to the sender, it will be treated as a return and a restocking fee will apply, as per our return policy.
What happens if my package arrives damaged?
If your item arrives damage, we are happy to help provide support. Please contact us right away at the point of delivery with your order number and photos of the damage to [email protected] within 48 hours of receiving your order. After 48 hours, damage replacements may be denied.
Once confirmed, we will send you a return label for the damage item and once the return is picked up, we will send a replacement order to you right away.
If an appliance is installed and incurred damage, we can not replace or repair those damages.
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 PrimeFair, 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 PrimeFair,Inc. reserves the right to withdraw, modify or terminate the promotion at any time.
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.
Still Have A Question?
If for any reason you still have any additional questions that we did not answer, you can contact us or email us at [email protected] or call us at (708) 809-8687.
What are the payment options on your website?
The payment options on our website include credit cards: AMEX, Discovery, Mastercard, Visa, Paypal and Amazon Pay. Currently, we are using Stripe and Shopify Payments as our payment gateways and Paypal. For more information, feel free to contact us.
How long does it take for me to see my refund?
Usually, it takes an estimated 4-7 business days for your item(s) to arrive back to our facilities. Once the order is received, our team will go ahead and verify and process your return.
Once approved, we will refund your order in our system and you will receive an email notification from the email you made the purchase of your order. The email will state that we have issued a refund on our system and that the credit is on its way back to your original payment method.
Please note that it may take 5-10 business days for your credit card or bank to process your refund.
If you haven't received your refund, first, please check with your bank account.
If you've done all of this and still do not know the status of your refund, please contact us at [email protected] and we will help you get sorted with the situation.
Return Address:
PrimeFair,Inc.
151 Lake Avenue
Ste 2A
Staten island, NY, 10303
Still Have A Question?
If for any reason you still have any additional questions that we did not answer, you can contact us or email us at [email protected] or call us at (708) 809-8687.
Additional Links:
Click here to go to Refunds & Return Policy.
Click here to go to Terms of Service.
Click here to go to Shipping Information.
