Refund policy

How to Start a Return or Exchange

We want returns and exchanges to be as easy as possible. Visit our Return Portal and follow the simple steps. You’ll just need one of the following:

  • Your email + ZIP code

  • Your order number + tracking number

Once submitted, you’ll receive an email with:

  • A prepaid return shipping label, or

  • A QR code for convenient drop-off (no printer required!)

Need a hand?


About Redo
If you purchased Redo with your order, you’ll enjoy extra flexibility:

  • Unlimited exchange attempts for that order (your first exchange must be started within 30 days of delivery)

  • Free return shipping on all returns

  • Free shipping on all exchange attempts tied to that order

If Redo was not purchased, customers are responsible for shipping costs when:

  • Returning for a refund

  • Exchanging for another size or style


Our Return Policy
We want you to love your Primo gear. If it’s not quite right, here’s what you need to know:

  • If Redo is not purchased on an order, you are responsible for return shipping for all return options: refund, exchange, or store credit. 

  • Items must be unworn, unwashed, and in original condition, with all tags still attached.

  • Items returned without tags will have a $7 fee deducted from the refund or store credit.

  • Returns must be initiated within 30 days of delivery.

  • Returns made after 30 days will receive store credit only.

  • Returns are not accepted after 90 days.

  • Items that show signs of wear or damage can’t be accepted. This may include:

    • Makeup or deodorant stains

    • Odors

    • Pet hair

    • Stretching

    • Laundering

Our team carefully reviews all returned items to ensure they meet these standards. This process may take up to 10 business days, due to our company being a small, independently owned business. Thank you for your support!