Refund policy
Return & Refund Policy
Last updated: May 12, 2026
At Primo Kava, we stand behind the quality of every product we offer. If there is an issue with your order, we’ll work to make it right.
Return Window
We accept return requests within 15 days of delivery. Proof of purchase is required for all returns and refunds.
Return Eligibility
To qualify for a return or refund:
- Products must be unused, unopened, and in their original packaging.
- Items must arrive back in the same condition they were received.
- For single-unit purchases, customers are not required to return the unused portion to request a refund.
- For purchases containing multiple units of the same product, one opened unit may qualify for a refund without return. Any additional units must be returned unopened and undamaged to qualify for a refund.
Starting a Return
To request a return, please contact us at:
Approved returns should be sent to:
Primo Kava
1945 Marshfield Blvd
Westlake, Ohio 44145
United States
Please do not send products back without prior authorization, as unauthorized returns may not be accepted.
Once your return is approved, we will provide return instructions and, when applicable, a prepaid return shipping label.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery. If your order arrives damaged, defective, or incorrect, contact us promptly so we can evaluate the issue and resolve it appropriately.
Exchanges
We do not process direct exchanges. The fastest way to receive a different item is to complete an approved return and place a new order separately.
Refund Processing
Once your return is received and inspected, we will notify you regarding approval status.
If approved, refunds will be issued to the original payment method within 10 business days. Processing times may vary depending on your financial institution or credit card provider.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact:
Additional Information
Primo Kava reserves the right to refuse returns that do not meet the conditions outlined in this policy.