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(s)
- Coordinate or advise on available repair services, when applicable. Availability depends on the customer’s location and the presence of qualified technicians in that area.
- Resolve freight claims with prepaid carriers used by Primo
- Advise if replacement parts may resolve the issue
- Make you and your customer happy!
Parts Form
- Parts are available only for removable components such as legs, hardware kits, chair backs, and mechanisms.
- Parts remain available after warranty, though charges will apply.
- Upholstery parts (such as back cushions and armrests) must be special ordered and may require up toParts are available for removable components only, such as legs, hardware kits, chair backs, and mechanisms.
- Parts remain available after the warranty period, although charges will apply.
- Upholstery parts (such as back cushions and armrests) must be special ordered and may require up to 90 days for delivery.
- Product instructions include parts lists and SKUs to help consumers identify available replacement parts. Additional information is provided upon request. 90 days for delivery.
- Product instructions include parts lists and SKUs to help consumers identify available replacement parts. Additional information is provided upon request.