Thank you for choosing Prime Stove. We take pride in offering high-quality products and exceptional service. If you are not completely satisfied with your purchase, we are here to help. Below are our refund, return, and order cancellation policies.
Order Processing & Cancellation Policies
Order Processing
- Orders are processed within 1–2 business days and shipped based on product availability.
- If a product is not available for immediate shipment, we will notify you with an updated timeline.
Order Cancellations
- Orders can be canceled within 24 hours of placement without penalty, provided the item has not shipped.
- After 24 hours, cancellations are subject to a 3% cancellation fee to cover administrative costs.
- Cancellations are not allowed once an item has shipped.
Refused Deliveries
- If an item is refused upon delivery for reasons other than damage or an error on our part, the order will be subject to a 10% restocking fee.
Returns
We accept returns for eligible products under the following conditions:
Return Window
- Returns must be initiated within 30 days of receiving your product.
Condition
- Products must be returned in their original, unused, and resellable condition, along with the original packaging.
Return Process
- Email us at support@primestove.com within 30 days of delivery to request a Return Merchandise Authorization (RMA) number.
- Securely package the item in its original packaging and include your RMA number.
- Follow the instructions provided by our support team for coordinating the return shipping process.
Important Notes:
- The customer is responsible for all shipping charges.
- We recommend using a reputable carrier with tracking and insurance for your return.
- Returns without a receipt must include the original order number.
Refunds
Once we receive your returned item and verify it is in unused and resellable condition, we will process your refund as follows:
- Refund Amount: Your purchase price will be refunded, minus any applicable restocking fees and original shipping costs. If your order included free shipping, the actual shipping cost we covered will still be deducted from your refund.
- Refund Timing: Refunds will be issued to your original payment method and may take 3–7 business days to reflect in your account.
Restocking Fees
- A 10% restocking fee applies.
- The restocking fee covers costs such as initial shipping, payment processing fees, and repackaging.
Brand-Specific Return Policy
Buck Stove:
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Return Period: Returns accepted within 30 days of purchase if the product is unused and in original condition.
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Restocking Fee: 10% restocking fee on all returns, except exchanges of equal or greater value.
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Condition for Return: Must be uninstalled and in original condition.
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Shipping Costs: Customer pays return shipping unless the item is damaged or the return is due to our error.
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Exceptions: Special closeout items are final sale and not returnable.
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Exceptions
Damaged or Defective Products
- If your product is damaged during shipping, we will replace it free of charge. Please contact us promptly to report damages.
- For warranty issues, we will assist in resolving the problem or obtaining a replacement through the manufacturer.
Non-Returnable Items
- Custom products or items manufactured to your specifications.
- Clearance or sale items.
- Replacement parts.
- Stoves that have been used, altered, or damaged and cannot be resold.
Inspection and Refund Processing
- Upon receiving your return, our team will inspect the product within 5–7 business days.
- If the product passes inspection, your refund will be processed within 3–7 business days.
Questions
If you have any questions or need assistance, please contact us:
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Phone: (833)-609-2223
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Email: support@primestove.com
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Business Address: 210 E 5th St, Red Wing, MN 55066, USA
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Customer Service Hours: Monday to Saturday, 9 AM to 6 PM EST