To support customers who have received a defective product and complied with our Return Policy and Procedure requirements, Prime Buy offers RMA Replacement without a restocking fee.
Please note that this policy is only applicable to the products that are indeed defective. For non-defective items return, please see our Wrong, NOT Wanted, Non-Defective Products policy.
If the product you receive is defective, please request RMA number following the return procedure outlined below.
Important: Make sure to keep the original packaging. We are not able to accept claims for defective products if the original packaging has been discarded.
- Request RMA
- You can request a return within 14 days from the date your order was received. Once your request is approved, you will be sent your RMA number and return shipping instructions. Please do not ship your order back until you receive your RMA number and return shipping label or return shipping instructions.
- RMA requests applied for after 14 days from the date your order was received must be sent to the product manufacturer directly and considered a warranty case.
- If you want to request an RMA number, please email the following information at info@PrimeBuy.com:
- Prime Buy Sales Order Number;
- manufacturer's part number;
- product serial number;
- number of items to return;
- your email address and contact phone number;
- a detailed description of the product defect;
- a few photos if the defect is visible.
- Pay attention that RMA numbers are valid for 14 days and cannot be extended or reissued. Returns must be received within 14 business days from the date of issuing RMA.
- Receive RMA
- Once approved, you will be emailed the RMA number and a shipping label for return.
- Pack
- Repack the item in its original package or include the original package with the item in another box. All items must be unassembled and re-packaged in the way they were received.
- Please pack the items to prevent damage in transit and keep the product's packaging in its original condition.
- All products being returned must be 100% complete, in a new, re-sellable condition, with the original software, components, cables, documentation, manual(s) and accessories.
- Customer should prominently display the RMA number on the outside shipping boxes containing the item to be returned. The original product carton should not be defaced by marks or tape.
- Ship
- Please do not ship returns to Prime Buy address. Products sold on our website may only be returned to the shipping address specified in the return shipping instructions. We will not be responsible for the additional costs associated with the reshipping, insurance, and address correction if the return is received at Prime Buy address.
- To ship the defective product back, we will provide a UPS / FedEx shipping label or an account number.
- Testing & Inspecting
- All returns will be inspected and tested upon receipt.
- Replacement vs. Refund
- Defective items will be replaced once the return is received, tested and inspected by the product manufacturer.
- If the product is found to be faulty or defective, a replacement for the defective item will be shipped.
- If the product is returned as defective and is found not to be defective, it will be sent back to the customer at the customer's expense. Additional manufacturer inspection fees may apply.
- If the product is returned as defective and is found to be damaged due to improper installation, improper use or handling, it will be sent back to the customer at customer's expense. Additional manufacturer inspection fees may apply.
- If the customer chooses not to receive the product exchange but requests a refund, up to 30% restocking fee may apply. In addition, any shipping charges associated with the order will be deducted from the refund (including the original shipping cost for items with free shipping).
