Please inspect the package for damage immediately upon receipt. If the damage is visible, DO NOT refuse the package as it will be considered an Unauthorized Return.
Take the following steps:
- open the package and check the product(s) for damage;
- in case of any damage, please take a few photos of the product(s) and the package;
- email the photos to info@primebuyb2b.com following the return policy below.
Please note that the original packaging must be kept. We are not able to accept claims for shipping damage 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.
- Kindly note that RMA requests applied for after 14 days from the date your order was received may be considered on a case-by-case basis, entirely at our discretion.
- 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 damage
- A few photos of the damaged product and the packaging
- Kindly note 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 receive an email with the RMA number and shipping address for returns.
- Pack
- We will not accept claims for shipping damage if any of the packaging or contents have been altered or discarded. They must be kept in the same condition as received for us to properly establish that the damage was due to shipping, and not due to other causes. If the package is severely damaged, please put it into another container for mailing.
- All returns must be with the original accessories, components, cables, documentation, manual(s) and software.
- The RMA number should be prominently displayed on the outside of the shipping box with the item to be returned.
- 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 damaged product back.
- Testing & Inspecting
- All returns will be inspected and tested upon receipt.
- Refund vs. Replacement
- A replacement can be processed upon inspection and will be shipped at our cost. Once it is shipped, we will send you an email with the Tracking Number.
- 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).
- Refused Shipment
- If the customer does not request an RMA or follow the return procedure outlined above, and refuses delivery of a damaged package, the shipment will be considered an unauthorized return and subject to the policies thereof.
