At Prime Hardware Pro, we want you to be satisfied with your purchase. This Return & Refund Policy explains when products purchased through https://primehardwarepro.com may be returned and how refunds are handled.
By purchasing from Prime Hardware Pro, you acknowledge and agree to the terms of this policy.
1. Return Eligibility
We generally accept returns for eligible products that are returned in their original condition and with all original packaging, accessories, manuals, and included items.
To be eligible for a return, the product should generally:
- Be unused or in its original condition, unless the return is due to a defective, damaged, or incorrect product.
- Include the original packaging and accessories where reasonably possible.
- Include any manuals, documentation, or other items supplied with the product.
- Be accompanied by proof of purchase or sufficient order information.
Certain products or orders may be subject to additional return restrictions.
2. Return Requests
Before sending a product back, please contact Prime Hardware Pro at info@primehardwarepro.com.
Please include:
- Your name
- Order number
- Product name
- Reason for the return
- Relevant photographs or other information, if applicable
We may provide return instructions or a return authorization before the product is shipped back to us.
Please do not send a product back without contacting us first, as an unauthorized return may delay processing.
3. Damaged or Incorrect Products
If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as reasonably possible after delivery.
We may ask you to provide photographs of:
- The product
- The product packaging
- The shipping box
- Any visible damage
- The shipping label
After reviewing the issue, we may offer an appropriate resolution, which may include a replacement, repair, store credit, or refund, depending on the circumstances.
If the product was damaged during shipping or we sent an incorrect product, Prime Hardware Pro may provide instructions for returning the item.
4. Defective Products
If you believe a product is defective, please contact us at info@primehardwarepro.com.
Depending on the product, the nature of the issue, and any applicable manufacturer warranty, we may troubleshoot the issue or direct you to the appropriate manufacturer warranty process.
A product that has been damaged through misuse, abuse, unauthorized modification, improper installation, improper maintenance, or use contrary to the manufacturer’s instructions may not qualify for a return or refund.
5. Products That May Not Be Eligible for Return
Certain products may not be eligible for return where permitted by applicable law.
Examples may include products that:
- Have been used, modified, altered, or damaged after delivery.
- Are missing original components or accessories.
- Have been damaged through misuse or improper handling.
- Cannot reasonably be resold for health, safety, or other legitimate reasons.
- Are specially ordered, customized, or otherwise identified as non-returnable at the time of purchase.
Any applicable non-returnable status will be communicated where reasonably possible.
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded.
6. Return Shipping
Unless otherwise stated, customers may be responsible for return shipping costs when returning an item because they changed their mind, ordered the wrong product, or no longer want the product.
If Prime Hardware Pro sent an incorrect product or the product arrived damaged or defective, we may cover reasonable return shipping costs, subject to our review of the circumstances.
We recommend using a trackable shipping service when returning an item. Prime Hardware Pro cannot guarantee that we will receive a return that is lost in transit.
7. Inspection of Returned Products
Once we receive a returned product, we may inspect it to determine whether it satisfies the requirements of this Return & Refund Policy.
If a returned product does not meet the applicable return requirements, we may deny the return or provide a partial refund where appropriate and permitted by law.
Return processing times may vary depending on the product, condition of the returned item, and circumstances of the return.
8. Refunds
Once a return has been approved, Prime Hardware Pro will generally process the applicable refund within 24 days.
The refund will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.
After Prime Hardware Pro processes the refund, the time required for the funds to appear in your account may depend on your bank, credit-card company, payment provider, or other financial institution.
Prime Hardware Pro does not control the processing time of third-party financial institutions.
9. Partial Refunds
In certain circumstances, a partial refund may be appropriate.
For example, a partial refund may apply when:
- A product has been used beyond what is reasonably necessary to inspect it.
- The product is returned with missing accessories or components.
- The product or packaging has been materially damaged after delivery.
- The product’s condition has diminished in a manner that affects its resale value.
Any deduction will be determined based on the circumstances and applicable law.
10. Refunds for Shipping Charges
Unless required by applicable law or otherwise stated by Prime Hardware Pro, original shipping charges may be non-refundable.
If an order was shipped incorrectly or arrived damaged due to circumstances for which Prime Hardware Pro is responsible, we may refund applicable shipping charges.
11. Exchanges
Where practical and subject to product availability, Prime Hardware Pro may offer an exchange instead of a refund.
If the requested replacement product is unavailable, we may offer a refund or another appropriate resolution.
12. Order Cancellations
If you need to cancel an order, contact us as soon as possible at info@primehardwarepro.com.
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible, and the order may need to be handled under our return process.
13. Promotional and Discounted Purchases
Products purchased using promotional discounts, coupons, special offers, or other promotions may be subject to additional terms.
Unless otherwise stated, the refund amount will be based on the actual amount paid for the returned product rather than the product’s regular or advertised price.
14. Manufacturer Warranties
Some products sold by Prime Hardware Pro may be covered by a manufacturer’s warranty.
A manufacturer’s warranty is generally governed by the manufacturer’s own terms and conditions and may provide remedies separate from this Return & Refund Policy.
If your product appears to have a warranty issue, contact us at info@primehardwarepro.com, and we can provide available guidance regarding the applicable warranty process.
15. Fraudulent or Abusive Returns
Prime Hardware Pro reserves the right to investigate and refuse returns or refunds where there is reasonable evidence of fraud, abuse, repeated policy violations, product substitution, or other dishonest activity, subject to applicable law.
Examples may include returning a different product than the one purchased, intentionally damaging a product, or repeatedly abusing the return process.
16. Changes to This Policy
Prime Hardware Pro may update this Return & Refund Policy from time to time.
When changes are made, we will update the “Last Updated” date at the beginning of this page.
We encourage you to review this policy before making a purchase or submitting a return request.
17. Contact Us
If you have questions about a return, refund, exchange, damaged product, or this policy, please contact us:
Prime Hardware Pro
Austin, Texas, USA
Email: info@primehardwarepro.com
Website: https://primehardwarepro.com