Refund policy

We want you to love your Primitive Pineapple treasures! Every order is packed with care by our little family team, and if something isn't quite right, we'll do our best to make it right. Here's how returns work:

Returns & Eligibility

  • Start with an email. Please contact us within 30 days of receiving your order to request a return — we'll send you an RMA number. Returns without an RMA number cannot be accepted, and packages refused at delivery cannot be refunded. We reserve the right to decline a return at any time.
  • Items must be returned within 30 days of the invoice date in new, unused, and unopened condition, with all original packaging, boxes, and packing materials unaltered. We're unable to refund items that have been used or opened.
  • A 15% restocking fee is deducted from all refunds — it helps us keep prices fair for everyone.
  • Please insure your return package. If an uninsured item breaks on its way back to us, we won't be able to credit you.
  • Refunds are issued to the original payment method on the original order only. Please have your order number handy when you reach out — we can only process returns and claims for orders placed with us.
  • Refunds exclude shipping costs. If your original order qualified for free shipping, your refund will be the item total minus our original shipping cost.
  • Because our inventory is one-of-a-kind (and moves fast!), we're unable to offer exchanges — approved returns are refunded to the original form of payment. Refund timing depends on your bank or payment provider.

Final Sale & Seasonal Items

  • Items custom made to order, clearance items, and select seasonal, holiday, and large items are final sale and not eligible for return — we hope you understand.
  • Eligible seasonal items may only be returned within 7 days of delivery, unused and with all tags and original packaging intact.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives! If an item arrived damaged, defective, or isn't what you ordered, we want to fix it fast:

  1. Please reach out within 7 days of delivery — after that window we're unable to open a claim, which helps us keep things fair (and prices down!) for everyone.
  2. Send us photos of the item, the inside packaging, and the outside box with the shipping label visible — you can email or text them. These help us resolve your claim quickly.
  3. For items damaged or lost in transit, the claim is filed with the shipping carrier. We will gladly provide proof of shipment and any documentation needed. Carriers may inspect or collect damaged items to process a refund — please do not discard any packaging or packing materials.
  4. USPS may require the item(s) to be presented at your local post office for inspection.
  5. Carrier delays — especially around the holidays — can be beyond our control. Thank you for your patience!
  6. We are not responsible for stolen or missing packages marked as delivered by the carrier. Please ship to a safe and secure location — thank you for understanding.

Cancellations & Pre-Orders

  • Cancellations: We usually ship within 1–3 days, so cancellations are accepted up to 24 hours after the order is placed (provided it has not already been packed and processed to ship). We reserve the right to decline a cancellation at any time. This does not include pre-orders.
  • Pre-orders: A pre-order means the item isn't in stock yet but is on its way to us — we'll ship it as soon as it arrives. Because pre-order inventory is purchased specifically for each buyer, pre-orders cannot be canceled once placed.

Questions or need help with a return? Contact our customer support — we're happy to help!