Refund policy
Return and refund policy
PrimeZen LLC (“PrimeZen”) supplies new Kohler fixtures in original manufacturer packaging. If a piece is not right for the project, the terms below apply.
Return window
You have 30 days from the delivery date to request a return. Requests made after 30 days cannot be accepted.
Condition required
To be eligible for a return, the item must be new, uninstalled and unused, in its original Kohler carton, with all packaging inserts, mounting hardware, documentation and labels intact. Items that have been installed, altered, or removed from their packaging in a way that prevents resale as new cannot be returned.
How to start a return
Email support@primezen.shop with your order number and the model numbers you wish to return. We will confirm the return in writing and send instructions and a return address. Items sent back without an authorized return will not be accepted.
Return shipping
If an item arrives damaged, defective, or is not what you ordered, PrimeZen covers return shipping and provides a prepaid label. For all other returns, return shipping is arranged and paid by the customer. We do not charge a restocking fee.
Damage, defects and shortages
Please inspect your order on delivery. Report any transit damage, manufacturing defect, missing component, or incorrect item to support@primezen.shop within 7 days of delivery, with photographs of the item and the outer carton. We will replace the piece from stock where a replacement is available, and refund it in full where it is not.
Refunds
We will notify you once your return has been received and inspected, and confirm whether the refund is approved. Approved refunds are issued to the original payment method within 5 business days of inspection. Your bank or card issuer may take additional time to post the credit.
Non-returnable items
Gift cards, and any item that has been installed, altered, or is no longer in resalable condition, cannot be returned.
Limited availability items
A number of the Kohler lines carried by PrimeZen have been discontinued by the manufacturer. Where an item is marked Limited Availability, the quantity shown is the total quantity available. No additional units can be ordered from the manufacturer, and PrimeZen makes no representation that further units will become available at any future date or at any price.
Before ordering a Limited Availability item, please confirm that the quantity you are purchasing is sufficient for your project, including spares, replacements and any later phase of the same specification. If a Limited Availability item is returned and resold, we cannot guarantee it will still be available should you need it again.
This does not affect your rights above regarding items that arrive damaged, defective, or incorrectly supplied.
Contact
PrimeZen LLC
7601 Boulevard 26, OFC 10
North Richland Hills, TX 76180, United States
Email: support@primezen.shop