Please make sure to inspect your packages for any damage at the time of delivery. If the damage is visible, please do not refuse the package as it will be considered an Unauthorized Return. Follow these steps instead:
- open the package and check the item(s) for damage;
- in case of any damage, please take a few photos of the item(s) and the package;
- email us the photos at info@PrimeBuy.com following the return policy below.
Important: Make sure to keep the original packaging for inspection and investigation. We are not able to accept claims for shipping damage 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.
- If you apply for an RMA request after 14 days from the date your order was received, your request may be considered on a case-by-case basis, entirely at our discretion.
- 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 damage;
- a few photos of the damaged item(s) and the package.
- 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
- Do not throw away or alter any of the product and packaging. It must be in the same condition as it was received in order for us to properly establish that the damage was due to shipping, and not due to some other cause. If the box is severely damaged, please put the damaged package into another secure container for mailing. We are not able to accept claims for shipping damage if any of the packaging or contents have been altered or discarded.
- All products being returned must be 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.
- 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).
- Refused Shipment
- If you refuse delivery for a damaged package instead of requesting an RMA and following the return procedure outlined above, the shipment will be considered an unauthorized return and subject to the policies thereof.
