30-Day Return Policy & Guidelines
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Please note that return shipping labels are not provided—return transit and shipping costs are the customer’s responsibility by any carrier of choice.
We do not charge any restocking fees.
Return Eligibility Criteria
To qualify for a valid return, your garment must meet the following conditions:
- Be in the exact same condition received (unworn, unwashed, and unused).
- Have all original tags, labels, and protective covers securely attached.
- Be packaged in its original product packaging.
- Include the invoice, order receipt, or proof of purchase.
How to Initiate a Return Request
To begin the return process, please contact our support team or submit a request directly through our File Return portal.
Once your return authorization is approved, our representative will provide the authorized return facility address and step-by-step shipping instructions.
Important: Items sent back to our facilities without an approved return authorization request will not be accepted.
Damaged, Defective & Incorrect Deliveries
Please inspect your package immediately upon delivery. Contact us right away if you encounter any of the following issues:
- The jacket or garment arrives damaged during transit.
- There is a manufacturing defect in hardware, stitching, or leather.
- You received an incorrect style, size, or color compared to your order.
Our team will promptly evaluate the details and provide a replacement or resolution without delay.
Non-Returnable Items & Policy Exceptions
Certain items are strictly non-returnable and non-refundable:
- Sale & Clearance Items: Products bought during promotional flash sales or clearance events.
- Custom & Bespoke Orders: Made-to-measure and personalized custom jackets (unless manufacturing defects exist).
- Gift Cards: Digital and physical gift vouchers.
Product Exchanges
The fastest way to exchange an item for a different size, color, or style is to initiate a return for your existing item.
Once your return authorization is processed, you can place a new order directly on our store for the desired replacement.
Refund Processing & Timelines
We will notify you via email once your returned parcel has been received and inspected by our quality assurance team.
Refund Timelines by Stage
- Inspection & Approval: Within 2–3 business days of package arrival.
- Payout Processing: Approved refunds are credited back to your original payment method within 10 Business Days.
- Bank Clearing: Depending on your card issuer or banking provider, funds typically take an additional 3–5 days to post to your account statement.
If more than 15 business days have passed since your refund approval email, please contact our billing team.
Customer Support & Registered Business Details
If you have any questions regarding sizing adjustments, exchange requests, or return shipments, please reach out to our team:
- Email: support@primojacket.com
- Phone: +44 7828 498321
Corporate Entity Information
Trading As: AmericaJacket
Registered Office: 101 Rose Street South Lane, Edinburgh, Scotland EH2 3JG, United Kingdom
Company Registration Number: SC678501