Return Policy

We want you to be completely satisfied with your purchase. If for any reason, you are dissatisfied with a product purchased from our site, we ask you to please contact our customer service department as soon as possible and we will do everything in our power to resolve the issue.

If your package has arrived damaged please contact us as soon as possible, but no later than 48 hours after delivery, so we can claim this to the carrier. In this case the new package will be shipped to you as soon as possible free of charge. It is also important that you hold onto any remnants of the packaging or products that were damaged as well as the packing slip that was included in the shipment so that evidence of the damage and proof of contents can be provided to the shipper if needed.

In case of a defective product, due to manufacturer’s policies, Prime Wholesale cannot accept returns of the items for exchange, replacement or credit. Please contact the manufacturer for any warranty inquiries and claims.

In case of undeliverable address, refused packages, etc. original shipping fees is non-refundable. An automatic 15% restocking fee applies to all such returns. The package may be re-shipped upon request, but will require payment of a second shipping charge to cover the cost of re-shipment.

Most products can be returned for either a Refund or Replacement for the same item within 14 days from delivery. All returns must be unused, contain all original boxes with blank warranty cards, accessories and documentation provided by the manufacturer. All refunds are subject to 15% restocking fee. All shipping, packaging, handling and related charges will not be refunded.

If you wish to return a purchased product to us, in order to make your return simple and prompt, we ask you to please follow these easy instructions:

1. Contact our Customer Service representative. Please follow this link to Contact Us information.

2. Request RMA (Return Merchandise Authorization). The address where to ship returned products will be provided at this point. RMA number may also be provided at this time.

3. Send item(s) back to one of our RMA facilities (to the address provided during RMA request). Please make sure that RMA number, if provided, is clearly displayed on the package’s box. We recommend using a courier that provides package tracking and basic insurance coverage.

4. Once your shipment is received at our RMA facility, you will be notified via email. It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.

5. Once your RMA is approved, one of the following will take place:

• If you requested a Replacement, a new order will be generated once your RMA is approved. You’ll receive standard email updates for the replacement order, just as you would for a newly placed order.

• If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 business days later. The turnaround time for Refunds often depends on your bank’s policies for making the funds available to you.

Typical turnaround time for a return is about 5-8 business days from the time we receive the shipment; (that is, 2-5 business days for RMA processing and 2-3 business days to expedite your refund or replacement).
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