Exchanging an ItemTo exchange an item, first start a return online, then immediately place a new order for the correct item. Refunds process 3-5 business days after inspection, plus 7-10 days for funds to appear.How to Request a ReturnSign in to My Account at https://support.primochill.com/help/account/orders, open the order and choose Start a return. Each item shows whether it can still be returned. Once the return is approved you will receive a Return Merchandise Authorization (RMA) number, which must appear on your shipping label, and the item must be sent back within 20 business days.Return & Restocking FeesUnused items returned for store credit have no restocking fee; refunds to your original payment carry a 15% fee. If your order shipped free, the original shipping cost comes off either way. Used or installed items are 15% for store credit and 25% for a refund. Special orders are not returnable.Return EligibilityReturns are accepted within 30 days of purchase from www.primochill.com for items in original new packaging with all accessories included. B-stock, clearance, used/open-box, and items discounted 25%+ are not eligible.Return Inspection ProcessAll PrimoChill returns are photographed and inspected within 3-5 business days of receipt. Items with damage, missing parts, or signs of misuse may incur additional fees or be rejected.Return Status & Refund TimelineReturns are processed within 3-5 business days of receipt. Original payment refunds take an additional 7-10 business days to appear. Store credits are available immediately upon finalization.
Still Need a Hand?
Send us a message with your order number and a photo if you can. A member of the support team replies within 1–2 business days.
or email support@primochill.com