Refunds
We are 100 % committed to the satisfaction of our customers, if you are not satisfied with our products for any reason, please contact us. If you are unhappy with your order, our policy is to ship you a replacement at no cost to you.
**Shipping and other fees are not refundable.
Damages
The Prime House Direct is not liable for any products damaged or lost during shipping. If you received your order damaged, please file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim.
**Shipping charges are non-refundable
Shipping Errors
We ship to the address that is entered by the buyer at the time of purchase. All addresses are verified by our shipping system and UPS before processing. We do not offer refunds, or replacements, for orders shipped to incorrect verified addresses. If an order is mis-shipped/handled by a carrier, please contact the carrier for a resolution on the order. We do not control third party shippers. As the recipient, you may need to file a claim with the carrier and provide any needed information to them for resolution.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at info@theprimehousedirect.com and send your item to: 5081 Union Street, 30291 Atlanta, Georgia.
Missing Items
If an item(s) was missing from a box or shipment, a replacement will be shipped to you. We do not do partial refunds.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
SNAP/EBT Refunds (Truckload Only)
SNAP/EBT Refunds are regulated by SNAP/EBT and have to be done according to their regulations. In order to process a SNAP/EBT refund and have benefits credited back to your account, the following conditions must be met:
- All product must be returned in original condition.
- The refund can only be requested on the same day and same location the original purchase was made.
- The requested refund can only be for an amount equal to, or less than, the original purchase.
These rules apply because the return must be completed on the same point-of-sale device as the original purchase was made, and the return must be completed in the same “batch” as the purchase transaction. This is required by the SNAP program policies. All refunds for food items that you purchased with SNAP benefits go directly onto your EBT card.
Cash (or check) refunds are not allowed for food items purchased with SNAP benefits under any circumstances per SNAP regulations.
