You can typically expect your items to arrive within 4–7 business days, depending on your location and product availability.

Effective Date: August 12, 2026

1. Overview (Quick Reference)

• Return Window: 30 days from delivery
• Product Condition Accepted: New (unused, original packaging, tags attached) for change-of-mind returns; any condition for defective or damaged items
• Return Method: By mail (USPS, UPS, FedEx)
• Return Shipping Cost: Covered by Prime Supply Global on all eligible returns
• Restocking Fee: 25% for change-of-mind returns; 0% for defective, damaged, or incorrect items
• Refund Processing Time: Up to 14 business days after we receive and inspect the returned item
• Refund Method: Original payment method
• Exchanges: Accepted for defective, damaged, or incorrect items

2. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Prime Supply Global website located at primesupplyglobal.com ("Website") and shipped to customers within the United States.

3. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@primesupplyglobal.com

Phone: +1 (978) 981-4630

Address: 262 Chapman Rd, Ste 240, Newark, DE 19702, United States

Hours: Monday to Friday, 9 AM to 5 PM EST

4. Return Eligibility

Customers have the right to return products within 30 days of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.

4.1 Conditions for Return

• For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, and in the same condition that you received it. It must be in the original packaging, with all labels and tags attached.
• For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
• Proof of Purchase: A receipt or proof of purchase is required for all returns.

5. Return Process

5.1 Initiating a Return. Contact Customer Service: Email us at support@primesupplyglobal.com or call +1 (978) 981-4630 within 30 days of receiving your order. Provide your order number and a detailed reason for the return. Return Authorization: After reviewing your request, we will provide detailed return instructions and a Return Merchandise Authorization (RMA) number and prepaid shipping label. Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund.

5.2 Preparing Your Return. Package the Item Safely: Securely pack the item in its original packaging with all accessories, manuals, and free gifts included. Include Documentation: Include the return authorization form and any necessary supporting documents or images. Return Label: Download and print the prepaid return shipping label provided in our email and affix it to the outside of the package. For defective, damaged, or incorrect items, Prime Supply Global will provide a prepaid return label.

5.3 Shipping the Return. Method: Return using a trackable courier service. Use a trackable shipping method. Return Window: Ship the item within 30 days after receiving the return authorization.

6. Return Shipping Costs and Fees

• Return Shipping Costs: Covered by Prime Supply Global for all eligible returns, including change-of-mind returns.
• Restocking Fees: A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective, damaged, or incorrect items.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products). Eligibility: Items must be unused, undamaged, and in original packaging with tags attached. Return request must be made within 30 days of receipt. Refund: A refund will be issued to the original payment method, minus a 25% restocking fee. Return shipping is covered by Prime Supply Global.

7.2 Defective or Damaged Goods. Notification: Contact us within 48 hours of receiving the item. Documentation: Provide photos or videos of the defect or damage. Resolution: We will offer a replacement or a full refund, including return shipping costs. No restocking fee applies.

7.3 Incorrect Product Received. Notification: Inform us immediately upon receipt. Resolution: We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product at no additional cost.

7.4 Product Never Arrived. Notification: Contact us if your product does not arrive within the estimated delivery time stated in our Shipping Policy. Resolution: We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.

7.5 Order Cancellation. Before Shipment: You can cancel your order for a full refund if the cancellation request is received before the order has shipped. After Shipment: If the order has already been shipped, please follow the return process once received. A 25% restocking fee applies to change-of-mind cancellations after shipment.

8. Refunds

8.1 Refund Conditions. Approval: Refunds are issued after we receive and inspect the returned item. Notification: We will notify you via email regarding the approval or rejection of your refund. Condition: Items must meet the return eligibility criteria outlined in Section 4.

8.2 Refund Processing. Method: Refunds will be processed to the original payment method used at the time of purchase. Processing Time: After receiving and inspecting the returned item, the refund processing time is up to 14 business days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds. Partial refunds may be granted in certain situations: Condition Issues: Items not in original condition, damaged, or missing parts for reasons not due to our error. Late Returns: Items returned more than 30 days after delivery.

9. Exchanges

We accept exchanges. We replace items if they are defective, damaged, or incorrect. To request an exchange, contact us at support@primesupplyglobal.com.

10. Non-Returnable Items

The following items are not eligible for return or refund: Custom or personalized items; Gift cards and downloadable software products.

11. Timelines

• Return Window: Returns must be reported and shipped within 30 days of receiving the product.
• Damaged/Defective Reporting: Within 48 hours of delivery.
• Refund Processing Time: Up to 14 business days after receiving and inspecting the returned item.

12. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

13. Questions and Support

Prime Supply Global

Phone: +1 (978) 981-4630

Email: support@primesupplyglobal.com

Business Hours: Monday to Friday, 9 AM to 5 PM EST

Address: 262 Chapman Rd, Ste 240, Newark, DE 19702, United States

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.