We'll Fix it or Take it Back
At Primera, we make products that are designed and built to work well and make your job easier. We want you to be 100% satisfied with your purchases from us. If you’re not, we want to know about it.
First and foremost, we’d like to help you fix any problems. If that doesn’t work, we’ll take your product back. So if in the first 30 days of you owning a Primera product you find that it doesn’t work as you expected, or if it is just not the right fit for your intended purpose, contact customer support. We’ll arrange to take back the product and refund your money.
Please note that if you purchased your Primera product through a third-party, they will have their own return and refund policies which may be different than Primera’s.
If you have your original invoice or order number:
Please include it with the return shipment. That way we can reimburse your original purchase price to either your original method of payment or as a Primera merchandise credit, or use it to help exchange your product for another one.
If you can't find your original invoice or order number:
It’s not a problem. We can almost always find you in our system if you purchased factory-direct. To help ensure fairness to all customers, we may require an invoice in special circumstances. Please see Special Circumstances below for details.
To help protect our customers and make sure that every return is dealt with fairly, we may either require an invoice or decline a return or exchange in certain situations, including:
- Products that were not purchased directly from Primera (such as from Amazon, eBay, online sites, garage sales, etc. Those sellers have your money, not us)
- On rare occasions, based upon the nature of your previous transactions with Primera
- Items without a factory invoice proving ownership
- Items that have been used extensively and then returned
- Items lost or damaged due to fire, flood or natural disaster
If within 30 days of your purchase date you decide to return an item, please contact customer support to request a Return Merchandise Authorization (RMA) number. Any product returned without an RMA number will be refused. Credit will NOT be given for any open supplies unless it is determined that the product shipped was incorrect or defective. Please allow 4-6 business days for credit to be processed by Primera after item is received. Any return requests made after 30 days of the original order date will be denied. A restocking fee may apply to some returns at the discretion of Primera Technology. Original shipping charges will not be refunded and the customer is responsible for return shipping charges on any items sent back to Primera.