Refund & Returns Policy

1. B2B Return Framework

Because Prime IT Devices serves corporate, government, and enterprise clients, our return policy differs from retail consumer stores. All returns must be pre-authorized and accompanied by a valid Return Merchandise Authorization (RMA) number.

2. Defective On Arrival (DOA)

If you receive hardware that is Defective On Arrival (DOA) or structurally damaged in transit:

• You must report the issue within 10 calendar days of delivery.
• We will issue a replacement unit or credit your account in full once the serial number is verified.
• We will cover return shipping labels for verified DOA items.

3. Non-Defective Returns & Restocking Fees

If you wish to return hardware due to configuration changes, project cancellations, or ordering errors:

• Return requests must be submitted within 30 days of invoice date.
• Products must be in their original, unopened manufacturer packaging with all seals intact.
• Unopened, non-defective returns are subject to a 20% restocking fee to cover logistics and recertification.
• Open-box non-defective items are generally non-returnable unless special exceptions are authorized by your account manager.

4. RMA Process

To initiate any return or exchange:

1. Email your account manager or contact sales@primeitdevices.com with your order number and serial numbers.
2. Once approved, you will receive an RMA number and return instructions.
3. Ship the items back in original outer packing. Do not write the RMA number directly on the manufacturer box; write it on the outer shipping carton only.

5. Refunds

Once the returned hardware is received at our facility and the serial numbers are verified against the original sales order, we will process refunds to your original payment method within 5–10 business days.