Cancellation & Refund Policy

Last Updated: 19 August 2026

This Cancellation & Refund Policy explains the general terms applicable to product enquiries, orders and purchases made through PRIMO Commercial Kitchen Services.

1. Enquiry Is Not an Order

Submitting an enquiry through our website, phone or WhatsApp does not automatically create an order.

An order is considered confirmed only after the product, specifications, price, payment terms and other applicable conditions have been agreed and confirmed by PRIMO.

2. Cancellation Before Order Confirmation

If an enquiry has not yet been converted into a confirmed order, the customer may choose not to proceed.

No cancellation charge or refund issue normally arises where no payment or confirmed order has been made.

3. Cancellation After Order Confirmation

Once an order has been confirmed, cancellation will be subject to the terms communicated in the applicable quotation, order confirmation or other written agreement.

The cancellation terms may depend on:

  • Product type
  • Order status
  • Customization
  • Work or preparation already completed
  • Materials or components already arranged
  • Payment already made
  • Dispatch status
  • Other applicable order conditions

4. Customized Products

Commercial kitchen equipment may be customized according to the customer’s requirements, including size, configuration, capacity or design.

Because customized products may be prepared specifically for a customer’s requirements, cancellation after customization work or order processing has started may be restricted or may involve applicable charges.

The applicable cancellation and refund terms for a customized order will be communicated before or at the time of order confirmation.

5. Refunds

Where a refund is applicable, the amount and method of refund will depend on the specific order terms and the reason for the refund.

Any applicable refund will generally be processed after the relevant order or cancellation has been reviewed and confirmed.

Refund timing may also depend on the payment method or payment service provider involved.

6. Products Already Dispatched

Cancellation requests made after a product has been dispatched may not be accepted in the same manner as cancellations made before dispatch.

Any such request will be considered according to the applicable order terms, product type and delivery status.

7. Damaged or Incorrect Products

If a customer receives a product that appears to have been damaged during delivery or is materially different from the product confirmed in the applicable order documents, the customer should contact PRIMO as soon as reasonably possible.

Customers may be requested to provide:

  • Photographs or videos
  • Order or invoice details
  • Delivery information
  • A description of the issue

The matter will then be reviewed and handled according to the applicable order, supplier, warranty and service terms.

8. Product-Specific Warranty or Service Terms

Where a product has specific warranty, replacement, repair or service terms, those terms will be governed by the applicable quotation, invoice, warranty document or other written confirmation.

This policy does not create a universal replacement or refund guarantee for every product.

9. Refund Exclusions

A refund may not be available where:

  • The product has been customized specifically according to the customer’s approved requirements
  • Work or preparation has already been completed
  • Materials or components have already been arranged specifically for the order
  • The product has been dispatched, subject to applicable law and the agreed order terms
  • The issue arises from incorrect information or specifications provided by the customer
  • The customer changes their requirements after approving the final specifications

Any applicable cancellation or refund conditions will be communicated as part of the relevant order terms.

10. Customer Responsibility

Customers are advised to carefully review the following before confirming an order:

  • Product name
  • Product specifications
  • Size
  • Capacity
  • Configuration
  • Quantity
  • Price
  • Delivery requirements
  • Customization requirements
  • Applicable cancellation and refund terms

Once the customer approves the final specifications and confirms the order, subsequent changes may be subject to the applicable order terms.

11. Order-Specific Terms

If the quotation, order confirmation, invoice or other written agreement contains specific cancellation or refund terms, those terms will apply to that particular order.

This general policy should be read together with the applicable order documents.

12. Contact Us

For cancellation, refund or order-related queries, please contact PRIMO Commercial Kitchen Services.

PRIMO Commercial Kitchen Services
Website: kitchenprimo.in
Phone / WhatsApp: +91 8800919088
Email: primokitchenservice@gmail.com
Location: Delhi, India