Refund policy
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Prime Source Industrial website located at primesourceindustrial.com.
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
● Email: support@primesourceindustrial.com
● Phone: +1 844 401-9252
Address: 7447 Marrisey Loop, Galena, OH 43021, United States
Hours: Monday to Friday, 9 AM to 5 PM EST
3. Return Eligibility
Customers in the United States have the right to return the product within a 30 days window of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.
3.1 Conditions for Return
● For Non-Defective Returns (Change of Mind): The product condition must be New only. The item must be unused, undamaged, and in the same condition that you received it. It must be in the original packaging, with all labels and tags attached.
● For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
● Proof of Purchase: A receipt or proof of purchase is required for all returns.
Non-Returnable Items: Most items are eligible for return under this policy. However, certain custom-configured, special-order, or made-to-order industrial items may not be eligible for return or cancellation. Any such item will be clearly identified as non-returnable on its product page before purchase.
4. Return Process
4.1 Initiating a Return
To initiate a return:
- Contact Customer Service:
● Email us at support@primesourceindustrial.com or call +1 844 401-9252 within 30 days of receiving your order.
● Provide your order number and a detailed reason for the return.
● Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund.
- Return Authorization:
● After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
4.2 Preparing Your Return
- Package the Item Safely:
● Securely pack the item in its original packaging.
● Ensure all accessories, manuals, and free gifts are included.
- Include Documentation:
● Include the return authorization form and any necessary supporting documents or images.
- Return Label:
● For the return label, you will need to Download and print it. Providing and paying for the return label is the Customer responsibility.
4.3 Shipping the Return
● Method:
● The return method is By mail. Use USPS, UPS, or FedEx.
● Use a trackable shipping method to ensure your package arrives safely.
● Return Window:
● Ship the item within 7 days after receiving the return authorization.
5. Return Shipping Costs and Fees
● Return Shipping Costs: Return shipping costs are the Customer responsibility.
● Restocking Fees: There is a 25% restocking fee for change-of-mind returns. There is no cost (0%) restocking fee for defective or damaged goods.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind (Non-Defective Products)
● Eligibility:
● Items must be New only, unused, undamaged, and in original packaging.
● Return request must be made within 30 days of receipt.
● Refund:
● A refund will be issued to the original payment method, minus a 25% restocking fee. Return shipping is the Customer responsibility.
6.2 Defective or Damaged Goods
● Notification:
● Contact us within 30 days of receiving the item.
● Documentation:
● Provide photos or videos of the defect or damage.
● Resolution:
● We will offer a replacement or a full refund. There is no cost (0%) restocking fee for defective or damaged goods.
6.3 Incorrect Product Received
● Notification:
● Inform us immediately upon receipt. Inspect shipment and do not accept damaged/incorrect products. .
● Resolution:
● We will arrange for the incorrect item to be returned and ensure you receive the correct product.
6.4 Product Never Arrived
● Notification:
● Contact us if your product does not arrive within the estimated delivery time of 4-7 business days.
● Resolution:
● We will initiate an investigation with the carrier.
● If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
● Before Shipment:
● You can cancel your order for a full refund if it has not yet been shipped.
● After Shipment:
● If the order has already been shipped, please follow the Return and Refund Policy once received. Note that a 25% restocking fee applies.
7. Refunds
7.1 Refund Conditions
● Approval:
● Refunds are issued after we receive and inspect the returned item.
● Notification:
● We will notify you via email regarding the approval or rejection of your refund.
● Condition:
● Items must meet the return eligibility criteria outlined in Section 3.
7.2 Refund Processing
● Method:
● Refunds will be processed to the original payment method used at the time of purchase.
● Refund Processing Time:
● After receiving and inspecting the returned item, the refund processing time is 7 days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.
7.3 Partial Refunds
Partial refunds may be granted in certain situations:
● Condition Issues:
● Items not in original condition, damaged, or missing parts for reasons not due to our error.
● Late Returns:
● Items returned more than 30 days after delivery.
8. Exchanges
● Eligibility:
● We accept exchanges. We replace items if they are defective, damaged, or incorrect.
● Process:
● To request an exchange, contact us at support@primesourceindustrial.com.
9. Timelines
● Window:
● Returns must be reported within 30 days of receiving the product.
● Refund Processing Time:
● After receiving and inspecting the returned item, the refund processing time is 7 days.
10. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
11. Questions and Support
For more information, please:
● Contact our Customer Service team:
● Email: support@primesourceindustrial.com
● Phone: +1 844 401-9252
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
PRIME SOURCE INDUSTRIAL
Phone: +1 844 401-9252
Email: support@primesourceindustrial.com
Business Hours: Monday to Friday, 9 AM to 5 PM EST
Address: 7447 Marrisey Loop, Galena, OH 43021, United States