Make A Claim
We recognize that issues may occasionally occur and apologize for any inconvenience this may cause. To ensure a smooth and efficient process, please use the forms below to submit your claim or parts request. Providing complete and accurate information is crucial for us to address your concerns quickly and effectively. This helps us understand the issue fully, process your request without delay, and provide a timely resolution.
For End Consumers: As a B2B company, we cannot process claims directly from end consumers. Please contact the retailer where you purchased your Primo product to submit the claim on your behalf.
Submit Your Claims or Parts Request
Please select whether you need to file a claim or request parts below.
For a successful submission, please have the following information ready:
Pictures of the item: Clear images showing the full product to assess the issue.
Product tag and/or law label: Needed to verify product details.
Description of your claim: A detailed explanation of the issue.
Bill of sale: Proof of purchase to confirm claim eligibility.
Reference number: Helps track and manage your request efficiently.
Claims Form
Upon receipt of the required information, a Claim Specialist will review your claim and follow up with one of the following:
- Provide you with an RMA/Credit for the damaged item
- Discount credit for defective item
- Credit note for repaired item
- Resolve freight claims with prepaid carriers used by Primo
- Advise if parts may resolve the issue
- Make you and your customer happy!
Parts Form
- Only removable parts may be ordered, such as legs, hardware kits, chair backs, or mechanisms
- If an item is out of warranty, parts may still be ordered but will incur a charge
- Upholstery parts like back cushions and armrests may take up to 90 days to ship as they must be specially ordered
- Product instructions indicate parts available with a part SKU, which can be used to order the correct part(s)