This Refund & Return Policy applies to all purchases made through the Primitiveropeplanter website.

1. Right of Withdrawal
For customers located within the European Union, a statutory withdrawal period of 14 days applies from the date on which the customer receives the goods.

To exercise the right of withdrawal, customers must notify us by email within the withdrawal period and provide the relevant order information. Returned items must be sent to our designated corporate return address provided below.

Return Address:
Primitiveropeplanter
125 King Street West
Toronto, ON M5X 1A9
Canada

In accordance with strict compliance to EU consumer regulations, returned items must be sent within fourteen (14) days following your explicit notification of withdrawal. Refunds will be processed promptly after the returned goods have been received and fully inspected at our facilities, or where legally appropriate evidence of return dispatch has been provided.

2. Damaged or Defective Items
We maintain high standards for our woven products. If an item arrives damaged, defective, or not in the expected premium condition, customers should contact our customer support by email as soon as reasonably possible after delivery.

To assist with the rapid review process, customers must provide:

Order number;

Detailed description of the issue;

Clear photographs showing the condition of the item.

Where the provided information confirms the issue, we guarantee a resolution and will arrange an immediate replacement or a full refund. As part of our commitment to exceptional DTC customer service, if the defect is clearly verified through the provided photographic evidence, a resolution will be issued under our sole discretion without requiring the physical return of the affected item.

3. Delivery Delays
Orders are directly processed from our internal fulfillment facilities within 1–3 business days before dispatch. Following formal dispatch, delivery typically requires 5–10 business days depending on the destination and carrier operations.

Shipments are securely handled through leading international carriers including DHL, FedEx, and UPS. Tracking updates are automatically sent to the email address provided during checkout at key stages of the delivery process, including dispatch, transit updates, and local delivery progress.

If an order exceeds the standard delivery timeframe, an official investigation will be initiated immediately with the relevant carrier. Following the review of the shipment status and carrier findings, we will provide a definitive resolution, which will include either:

A guaranteed replacement shipment; or

A full refund.

The definitive resolution offered will depend on the specific circumstances and logistical status of the individual order.

4. Refund Method
All approved refunds will be securely issued directly back to the original payment method used for the purchase. Accepted secure payment methods on our website include:

Visa

Mastercard

American Express

Apple Pay

Google Pay

Supported digital wallet payment methods available at checkout.

All payment and refund transactions are safely processed through Stripe. Refund processing times may vary slightly depending on the payment provider and the financial institution associated with the original transaction.

5. Non-Returnable Situations
Refund or return requests may not be accepted where:

The statutory withdrawal period established by applicable law has officially expired;

The item has been used or altered after delivery in a manner that degrades its original condition;

The claim is unsupported by the reasonable information and evidence required for a factual assessment.

Nothing in this section limits any fundamental rights that cannot be excluded under applicable international consumer protection laws.

6. Contact Information
For any return, refund, or order-related enquiries, please contact our dedicated support team:

Email: jute@primitiveropeplanter.com

European Support Telephone: +49 30 2237 6690

Corporate & Return Address:
125 King Street West
Toronto, ON M5X 1A9
Canada