By using Primero’s website and services, you agree to be bound by the following Terms and Conditions in full; If you disagree with these terms and conditions or any part of these terms and conditions, you must not use our website.

We may revise these terms and conditions from time to time.

The revised terms and conditions shall apply to the use of our website from the date of publication of the revised terms and conditions on the website, and you hereby waive any right you may otherwise have to be notified of, or to consent to, revisions of these terms and conditions.

Terms of Use


Information on this web site may contain technical inaccuracies or typographical errors. Information may be changed or updated without notice. Primero may also make improvements and/or changes in the products and/or the programs described in this information at any time without notice.

Primero does not want to receive confidential or proprietary information from you through our web site. Please note that any information or material sent to Primero will be deemed NOT to be confidential. By sending Primero or any information or material, you grant Primero an unrestricted, irrevocable license to use, reproduce, display, perform, modify, transmit and distribute those materials or information, and you also agree that Primero is free to use any ideas, concepts, know-how or techniques that you send us for any purpose.

Information Primero publishes on the World Wide Web may contain references or cross references to other products, programs and services that are not announced or available in your country. Such references do not imply that Primero intends to announce such products, programs or services in your country. Consult a Primero representative for information regarding the products, programs and services which may be available to you.

Primero makes no representations whatsoever about any other web site which you may access through this one. When you access a non-Primero web site, please understand that it is independent from Primero, and that Primero has no control over the content on that web site. In addition, a link to a non-Primero web site does not mean that Primero endorses or accepts any responsibility for the content, or the use, of such web site. It is up to you to take precautions to ensure that whatever you select for your use is free of such items as viruses, worms, trojan horses and other items of a destructive nature. IN NO EVENT WILL PRIMERO BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL OR OTHER CONSEQUENTIAL DAMAGES FOR ANY USE OF THIS WEBSITE, OR ON ANY OTHER HYPERLINKED WEBSITE, INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF PROGRAMS OR OTHER DATA ON YOUR INFORMATION HANDLING SYSTEM OR OTHERWISE, EVEN IF WE ARE EXPRESSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Copyright Notice

Copyright (c) 2016 Primero.

Subject to the express provisions of these terms and conditions:

(a)      we, together with our licensors, own and control all the copyright and other intellectual property rights in our website and the material on our website; and

(b)      all the copyright and other intellectual property rights in our website and the material on our website are reserved.


Colour and grain variations are natural characteristics of authentic wood surfaces. Since no two trees are exactly alike, these variations are evident in every piece of wood. Natural variations are softened somewhat by the application of toners and stains. These finish applications are not designed to eliminate, but to enhance the charm and unique characteristics of the natural wood. Although great care is taken to match colour and pattern, some variation must always be expected due to the nature of the various wood species. Therefore, again, due to the natural variation of colour and grain in the wood, there can and will be, slight variations in color and graining between our showroom samples and the actual finished product. These variations contribute to the natural beauty of using an organic material and are acceptable throughout the wood furniture industry. Variations within these standards will not be reason for replacement and shall not be deemed as defects.

Natural wood products will show knots, blemishes, splits and fissures that add to the distinct character of each exceptional piece and therefore these natural occurrences shall also not be deemed as defects.

Shipping Policy

Delivery Timeline

  1. Customer places the order
  2. Primero processes the order and prepares it for shipment
  3. At least 24 Hours prior to delivery, Primero will send an Email/SMS to the customer to inform him/her of the delivery schedule*
  4. Upon confirmation, your items will be sent out at the date and time zone specified. Delivery will not proceed unless customer has approved of the time zone and date for delivery. This is to prevent failure of delivery.*
  5. Delivery personnel will transport the order to the delivery address
  6. If the customer is not around to receive the delivery, the delivery personnel will give a call to the customer*
  7. If customer is not at home, we can leave the item at the doorstep (Do note that our company will not be liable for any loss/damage of the item in this case)*

*For Courier Services only

Rescheduling of Delivery

Upon receipt via SMS / E-mail of the delivery schedule, the customer is allowed to re-schedule the delivery by replying to the SMS / E-mail, subject to availability of the requested timeslot.

Default Delivery Window

By default, we deliver 6pm-10pm, Monday to Saturday for all forms of courier shipping. If you will not be around during this period, do leave us a note when placing your order to tell us your preferred delivery timing. If we do not receive notice from you, your delivery will abide by the Default Delivery Window.

However, do note that timings outside of the Default Delivery Window are subject to availability. If you need us to deliver outside the Default Delivery Window, your delivery might be delayed. Although Primero will do so when deemed possible, we are not obliged to accommodate requests for deliveries outside the Default Delivery Window.

We do not deliver on Sundays and Public Holidays. The reason for a rest day on a Sunday is because we believe that everyone should have a break on Sunday, including our delivery guys and ourselves.

Free Shipping

Primero aims to fulfill Free Shipping within 3-5 days from the day your order has been processed, excluding the day the order is processed. Free Shipping only arrives Monday – Friday.

Primero is not liable for lost parcels via Free Shipping, although the chances of Singpost losing parcels are very low. Registered Shipping is available for to ensure this does not occur.

Registered Shipping

Primero aims to fulfill Registered Shipping within 3-5 days from the day your order has been processed, excluding the day the order is processed. Registered Shipping only arrives Monday – Friday.

Next-Day Courier Shipping

Primero aims to fulfill Next-Day Courier Shipping within 1 day from the day your order has been processed, excluding the day the order is processed. The delivery timeframe excludes Sundays and Public Holidays.

Same-Day Courier Shipping

For customers with an urgent schedule, you may choose to have your order delivered on a specific time the same day the order is processed via Same-Day Courier Shipping. However, this delivery option is subject to availability. Same-Day Courier Shipping is only available to orders processed before 3pm.

Primero aims to fulfill Specific Time Deliveries within a 1-hour, 2-way margin of error of the requested time, but is strongly affected by availability.


Primero will not be responsible for any failed deliveries should the customer provide the wrong delivery information such as the wrong address, wrong contact information, or wrong delivery date and timing.

Primero will do our best to help our customers receive their order. However, we are not obliged to deliver the order in any other ways not previously agreed on before the delivery.

We are also not obliged to perform any form of delivery beyond delivery to your doorstep. Should you not be at the location to receive the delivery, we are not obliged to wait for you to return home. We can however pass it to any other persons living in your home.

In cases where our logistics run into unforeseen circumstances, your delivery might be delayed for any number of reasons. In this case, we will inform you of any re-scheduling as early as we can.


Backorders are not subject to the delivery timeframes stated above as the products are not in stock. Out of stock products take a maximum of 14 days to arrive, and we will ship them out immediately.

Restricted Areas

Primero will not ship to Tuas, Army Camps or Sentosa. If the customer wishes to do so, Primero has the right to charge a surcharge.

Refund Policy

Most Primero products come with a  Refund Policy that last for 30 days. For sofas, we have a special 100-day free trial. If you are not satisfied with the quality of our products, simply 1) find the email indicating the completion of your order (proof of purchase), 2) email us with the proof of purchase, 3) send us the item back after arranging with us, if your item is deemed to qualify for the  Refund Policy, and 4) wait for the amount to be refunded to you via Bank Transfer.

If you have contacted us and we have deemed your item eligible for the Refund Policy, but we do not receive the item, we are not obliged to contact or remind you.

Only when we have received the item, will we refund you in full the amount we have received (excluding shipping fees, transfer charges incurred along the way e.g PayPal Transaction Fees, and miscellaneous fees). Do note that the customer will bear the costs of sending the product(s) back to us.

The validity period of the Refund Policy starts from the day the order was marked completed and ends 30 days later, inclusive of the day the order was marked completed. All claims must be initiated within this period to be eligible.

Factory Seconds are not entitled to the Refund Policy.

Refund Disclaimers


The full refund amount will exclude any delivery, assembly, delivery timing, delivery location and/or staircase delivery fees paid when the original order was made.

Return Eligibility

All refunds for orders paid for via cash on delivery will be made via bank transfer.

The Refund Policy is valid only if the item is returned to us in new and unused condition. We will give our customers the benefit of the doubt when it comes to claims. But in the case of extreme cases of damage like our products having broken into half or otherwise we will require some sort of proof to remain eligible for the Refund Policy. This is to prevent abuse of our Refund Policy.

Please ensure that your items meet all of the following returnable conditions:

  • Within 30 days after delivery( 100 days for sofas) 
  • New condition and unused
  • Original packaging
  • Item is not marked as “Final Sale” (clearly indicated on the product page)

Primero reserves the right to reject any returns if item does not meet all of the above conditions.

If you do discover any cases of damage, please do make sure to snap a photo as soon as you discover it (It’s best to do this at the point of delivery) and forward it to us. This is to prevent any misunderstanding and to streamline the claims process.

In cases of claims of  Refund Policy on products with obvious and significant defects, such claims will be taken as questionable and will be reviewed on a case-by-case basis as the customer should have sounded it off upon receipt of the item.

Primero has the full discretion to decide whether any item is in a condition suitable for return and reserves the right to reject any returns if they are deemed unfit for return.

The usual charges are :$7 for small items and $15 for big items, however, Primero reserves the right to edit these charges when necessary.

Primero Pte. Ltd may charge you for additional fees during the return trip. The charges are as follow:

Staircase return pick-up charges (as published on our website) should your premises be inaccessible via the lift

Return pick-up location surcharge; For returns of products to selected locations, delivery surcharges that were charged to these selected locations will not be refunded. If the returns are to be done in surchargeable locations, the surcharge will be charged again for the returns.

The date and time of the pickup of the item you wish to return will be allocated to you, subject to the availability of our logistic resources. Once the return is approved, refund will be proceeded in 10 days. Unless prior arrangements have been made with Primero, requests for returns made directly at our warehouse will not be entertained.



All Primero products are covered by a 6-Month Warranty. Our Warranty only covers product defects that significantly impair the use of the product. The Primero Warranty does not cover Non-Significant Defects, damage that arises out of wear and tear, accidental damage to the product, intentional misuse of the product, damage from irresponsible storage, damage from unwise usage of our product in ways that will cause it to suffer damage unnecessarily.

The validity period of the 6-Month Warranty starts from the day the order was marked completed and ends 6 months later, inclusive of the day the order was marked completed. All claims must be initiated within this period to be eligible.

The Primero Warranty is intended as a guarantee to replace or repair your product should it suffer any form of significant impairment while using it for its intended purpose in a regular manner.

It is not intended to protect against accidental damage, misuse of our item, wear and tear damage, or any other misuse of our item(s) that isn’t for its intended purpose.

Non-significant damage refers to but is not limited to:

  • Stains on the product
  • Slight Wear and Tear Damage
  • Minor scratches
  • Discolouration

Damage to the product from the use of our product in unwise manners will also not be covered under our warranty.

Unwise Use of our item(s) refer to such acts but is not limited to:

  • Exposing the product to extreme temperatures
  • Applying excessive force on mechanical parts and joints
  • Exposing the product to water

Damage to the product due to unwise storage of our products will also not be covered under our warranty.

Unwise storage refers to such acts as and is not limited to:

  • Storing our products in places of temperatures way above room temperature. E.g. Storing it beside your refrigerator unit
  • Storing it under a heavy load
  • Placing it in an area that is constantly exposed to the sun (Some surfaces like metal do get extremely hot under sun and that might be enough to cause heat damage to our product)

Significant damage is damage that will prevent you from using our product effectively. Such damage that arises out of normal use and is due to a deficiency in our product will definitely be covered.

Should you have an item that is under warranty, simply take a picture of your damaged/malfunctioning product with our brand name visible and e-mail/whatsapp the proof of purchase to us together with the picture. Primero will schedule a date and time range to pick-up the item from you should we want to do so, and replace your item with a brand new one.

However, do note that our Warranty only covers the original item.

Do note that the delivery/self-collection of an item under warranty will follow the same rules as a standard delivery, except that we will provide free delivery of the item.

Factory Seconds are not entitled to the 6-Month Warranty.

We advise all our customers to check your item(s) when you receive them, and if there are any major damages, do make sure to report them to us with a picture, and we will provide you with a free replacement.

It is our customers’ responsibility to survey and check the product for any damage upon receipt of the product. If there is significant unacceptable damage to the product, customers should sound it off immediately.

Should our customers receive the product and not sound off any unacceptable defects to the product, we will assume that the customer has deemed the product acceptable in its received state.

Primero Pte Ltd reserves the right to make the final decision on whether to repair or exchange the product, as well as the replacement product, should an exchange be decided on.

Loyalty Rewards

Primero reserves the right to change, modify and/or eliminate our Loyalty Rewards and/or all or any portion of these Terms of Use or any policy, FAQ, or guideline pertaining to Loyalty Rewards at any time and in its sole discretion. Any changes or modifications will be effective immediately, and you waive any right you may have to receive specific notice of such changes or modifications. Your participation in Primero’s Loyalty Rewards confirms your acceptance of these Terms of Use and any such changes or modifications; therefore, you should review these Terms of Use and applicable policies and FAQs frequently to understand the terms and conditions that apply to Loyalty Rewards. If you do not agree to the Terms of Use, you must stop participating in Loyalty Rewards.

Conversion Rates

The conversion rates used for earning and spending points are as follows:

Earning Points:
$1 spent = 1 point
Any amount spent that does not make up a whole dollar will be rounded down e.g $4.90 = 4 points.
The above conversion rate will be applied to the final price paid for the product(s) by the customer after discounts, and excludes shipping fees, miscellaneous fees, and usage of points earned prior to purchase.

Spending Points:
10 points = $1 discount
Customers are allowed to use less points than the equivalent value of the price of their order.
Points may only be used to offset the cost of the product and not shipping fees or any other miscellaneous fees.


All points are set to expire 6 months from their date of award. Primero is not obliged to give you notice about expiring or expired points, and we are not liable for any expired points.


If a purchase paid for in full or in part with Loyalty Rewards Points is eligible for a refund, the portion of the purchase paid in points will be refunded as points into the original account and set to expire at the original date. If the original date has already passed, the refunded points will be valid for 7 days from the date of refund.

Restrictions On Use Of Loyalty Rewards Points

The discounts from Primero Loyalty Rewards Programme are valid for personal use only, and cannot be used for any other purposes such as, but not limited to, commercial purchase, trading for real currency etc. The Loyalty Points are personal to you and may not be sold, transferred or assigned to, or shared with, family, friends or others, or used by you for any commercial purpose. You may have only one (1) Primero account that is personal to you.

Points earned from an order cannot be used to offset the price of the order itself, and is only valid for use from the subsequent order onwards, to a maximum limit of 6 months from the date of award.

Loyalty Rewards Points cannot be exchanged for cash.


Primero reserves the right to add and remove points from your account, nullify points, revise conversion rates, at its sole discretion and without prior notice.

Without notice to you, Primero reserves the right to suspend any Primero account and/or terminate your account and/or your participation in Loyalty Rewards if Primero determines in its sole discretion that you have violated these Terms of Use, you have more than one (1) account, or that the use of your account is unauthorized, deceptive, fraudulent or otherwise unlawful. Primero may, in its sole discretion, suspend, cancel or combine accounts that appear to be duplicative. In the event that your participation in Loyalty Rewards is terminated, then all accumulated points in your account are void.

Without notice to you, Primero also reserves the right to “unregister” and make ineligible for the Loyalty Rewards program any Primero account that has been inactive for two (2) consecutive years. Inactive is defined as no points earned. In the event that your Primero account is unregistered or rendered inactive, then all accumulated points in your account are void.

Primero reserves the right to terminate, discontinue or cancel the Loyalty Rewards program at any time and in its sole discretion without notice to you.