Returns
You can return unused or defective products up to 30 days from the order date, except for specific brands listed below:
- For EKKO products, returns and exchanges are allowed only within seven (7) days from the date of delivery. Damages caused from transit must be noted on the delivery documentation BEFORE the freight carrier leaves. YOU MUST inspect all boxes for damages before signing any proof of delivery. If damages are observed, refuse shipment and inform us via email right away. If you do not inspect your merchandise at time of arrival, damages observed later will not be eligible for returns or exchanges.
Some product returns may be subject to restocking fees (up to 25%). Proof of Purchase will be required if we cannot verify your order information. Unless the product is incorrect, defective, or damaged in transit, the customer is responsible for return shipment costs.
Return requests must be approved by our support team before initiating a return shipment. Please email support@primeindustrialusa.com to get your return approved. This process allows us to provide instructions and a proper return address in order to avoid unnecessary fees.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 5 business days have passed since we’ve approved your return, please contact us at support@primeindustrialusa.com
Defective or Damaged Products
All shipments received must be immediately inspected for damage. If your order is shipped on a freight carrier, any damage needs to be noted on the Freight Receipt before signing for the delivery. If you notice significant damages (especially signs of forklift damage), refuse delivery and contact us immediately within 24 hours. We highly recommend taking photos to document the damage seen at the time of delivery.
You are required to open all products within 24 hours of receipt to inspect for concealed damages as carriers tend to have strict policies with regard to damaged freight. It is crucial to notify us immediately and to submit any needed concealed damage freight claims and pictures showing the undamaged packaging and the product within 24 hours.
If you do not note damages on the delivery receipt or contact us within 24 hours after delivery, you are accepting the product condition as is and are not eligible for a return/refund/exchange.
For approved returns that are defective or damaged, an exchange or refund will be provided at no additional cost. If damage is due to misuse or regular wear of the product, the return will be denied.
Cancellations
We can cancel your order at absolutely no cost to you before the shipping label or Bill of Lading has been created, or before production of a custom order has started. Custom made items are not eligible for refunds after production has started.
Exchanges
If you need to exchange your product, you may request an exchange by emailing us at support@primeindustrialusa.com. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes., unless the exchange is due to defective or damaged during transit.
Charge Backs
Our team is here to assist you and resolve any issues. We have purposefully made our policies as transparent as possible. We are responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us.