Returns & Refund Policy

Returns & refunds

If something is not right, we want to fix it. Most unused items can come back within 30 days — here is exactly how it works.

Return window

You may request a return within 30 days of delivery. Items must be unused, unopened and in their original packaging, in resalable condition.

What cannot be returned

For product-health and safety reasons, the following are final sale once opened: bagged soil, amendments and growing media; opened seed packets; and any clearance items marked final sale. If one of these arrives damaged or defective, we will of course make it right (see below).

How to start a return

Email support@primebioworks.store with your order number and the reason for the return.
We will reply within one business day with a return authorization and the return address.
Pack the item securely and ship it back with tracking. Return shipping is the customer’s responsibility unless the return is due to our error or a damaged item.

Refund timing

Once your return arrives and passes a quick inspection, we issue your refund to the original payment method within 5–7 business days. Your bank or card issuer may take a few additional days to post it. Original shipping charges are non-refundable except where the return is our fault.

Damaged, defective or wrong items

Inspect your order on arrival. If anything arrives damaged, defective, or not what you ordered, email us within 7 days of delivery with your order number and a photo. We will send a replacement or a full refund — including any shipping — at no cost to you.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want. Reach out and we will help coordinate.

Questions? support@primebioworks.store · Prime Bioworks Products LLC, Santa Barbara, CA · Last updated September 2026