Prime Buy B2B offers RMA Replacement without a restocking fee to support customers who have received a defective product and complied with our Return Policy and Procedure requirements.
This policy is only applicable to the products that are indeed defective. For non-defective items return please refer to Wrong, NOT Wanted, Non-Defective Products policy.
If you received a defective product and want to return it, an RMA number must be requested. Follow the return procedure below.
Please note that the original packaging must be kept. We are not able to accept claims for defective items if the original packaging has been removed.
- Request RMA
- You can request a return within 14 days from the date your order was received. Your request will be reviewed upon receipt and if approved, you will receive your RMA number and return shipping instructions. Please do not ship your order back until you receive your RMA number and return shipping instructions or return shipping labels.
- Kindly note that 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.
- To request an RMA number, please email the following information to info@primebuyb2b.com:
- Prime Buy B2B 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
- Attach a few photos if the defect is visible.
- Please be aware 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, we will send you an email with the RMA number and a shipping label for return.
- Pack
- The product should be repacked 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 make sure to pack the items properly to prevent damage in transit. The product's packaging must be kept in its original condition.
- All products being returned must be:
- 100% complete
- in new, re-sellable condition
- with the original software, components, cables, documentation, manual(s) and accessories.
- The RMA number should be prominently displayed on the outside of the shipping box with the item to be returned. The original product carton should not be defaced by marks or tape.
- Ship
- Products purchased from our website may only be returned to the shipping address specified in the return shipping instructions. Please do not ship returns to Prime Buy B2B address. 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 B2B address.
- We will provide a UPS / FedEx shipping label or an account number to ship the defective item back.
- Testing & Inspecting
- All returns will be inspected and tested upon receipt.
- Replacement vs. Refund
- Once the return is received, tested and inspected by the product manufacturer, defective items will be replaced.
- If the item is found to be faulty or defective, we will ship a replacement for the defective product.
- If the item is returned as defective and is found not to be defective, we will send it to the customer at the customer's expense. In this case, additional manufacturer inspection fees may be applied.
- If the item is returned as defective and is found to be damaged due to improper installation, use or handling, we will send it back to the customer at the customer's expense. Note that in this case additional manufacturer inspection fees may be applied.
- We may apply a restocking fee of up to 30% if the customer chooses not to receive the product exchange but requests a refund. Any shipping charges associated with the order will be deducted from the refund (including the original shipping cost for items with free shipping).
