Return
Our Product Return Policy allows you to initiate a return within 30 days of purchasing a product from www.primochill.com. The customer is required to cover the costs associated with returning the product. To be eligible for a return, the product must be in its original new packaging and include all accessories and manuals. Because of the substantial discount they receive, B-Stock, clearance, and used/open box products or gift cards cannot be returned.
Fees
Kindly be advised that a restocking fee of 15% will be applicable to returned products. However, if sealed boxes or bags have been lost, discarded, scratched, or opened, a higher restocking fee up to 50% will be charged. Furthermore, products that have been mounted, installed, or had any fluid pass through them will incur a restocking fee of 75%. In the event that your order was shipped using the “free shipping” option, the refund issued to you will be reduced by the equivalent amount of the outbound shipping cost.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return Inspection
PrimoChill has the right to reject refund requests for any reason in compliance with applicable laws. This policy applies to incomplete items or accessories, as well as hardware, parts, or packaging that have suffered damage. It also covers items misused or used in a way that violates the manufacturer’s recommendations and those damaged or lost during the return process. It is important to securely package the return and ensure it is protected by insurance in case of loss or damage. If the value of the product(s) has decreased due to these circumstances, PrimoChill may deduct reasonable expenses from the refund amount. Consequently, customers returning such items may be subject to a higher restocking fee in addition to the base fee.
If the returned product(s) fail to meet the required returns policy conditions, the customer will be responsible for the expense of having it returned to them. Our support team will contact you to inform you about these issues and provide you with the return cost. Please be aware that the product will only be held for 30 days before it is considered abandoned and disposed of.
Start Your Return
If you would like to initiate a return, please reach out to us at support@primochill.com. Once your return request is approved, you will receive an email with instructions on how and where to send your package. Please note that we cannot accept items that are returned without prior authorization.
Return Status
Upon inspection and approval of your return, you can expect an automatic refund to be issued within 10 business days. Please note that the refund amount may be reduced by restock fees and associated fees, such as shipping costs. It is important to keep in mind that additional time may be required for your bank or credit card company to process and post the refund. If it has been more than 15 business days since your return was approved, please feel free to reach out to us at support@primochill.com.