RETURNS & REFUNDS POLICY

1. CHANGE OF MIND

1.1 We generally do not accept returns, exchanges or refunds due to change of mind after purchase. This includes ordering the wrong product, model, specification or incompatible item, changing preferences, finding a lower price elsewhere, or purchasing by mistake.

1.2 Customers are responsible for checking the product details, specifications and compatibility before placing an order.

1.3 Any change-of-mind return accepted by us is at our discretion and may require the product to be:

• Unopened and unused;

• In original packaging with all accessories and documentation;

• Unactivated or unregistered;

• Free from damage; and

• In resalable condition.

Acceptance of one return does not guarantee acceptance of future returns.

2. DEFECTIVE PRODUCTS

2.1 Customers should contact us as soon as possible after discovering a suspected product defect.

2.2 A return request does not automatically qualify for a refund or replacement. The product may need to be inspected or tested by us, the distributor, manufacturer or authorised service centre.

2.3 Assessment may include checking for hardware defects, software or configuration issues, compatibility problems, physical damage, incorrect installation, misuse or unauthorised modifications.

2.4 A product is not considered defective simply because it does not meet personal preferences or is incompatible with equipment that was not confirmed as compatible.

3. INITIAL DEFECT / DOA CLAIMS

3.1 If a Product appears defective after delivery or collection, please notify us promptly, preferably within 7 days.

3.2 The 7-day period is for reporting initial defects/DOA claims and is not a change-of-mind or cooling-off period.

3.3 All DOA claims are subject to inspection, testing and applicable manufacturer/distributor procedures.

3.4 A replacement is not automatically guaranteed. Replacement depends on:

• Confirmation of the defect;

• Manufacturer/distributor requirements;

• Replacement stock availability; and

• Applicable law.

3.5 If a confirmed defective Product is eligible for replacement but the same model is unavailable, an alternative remedy may be discussed, subject to applicable law.

4. MANUFACTURER WARRANTY

4.1 After the applicable DOA process, Products may be handled under the relevant manufacturer, distributor or brand warranty.

4.2 Warranty coverage, periods and procedures vary by Product and manufacturer.

4.3 Some manufacturers may require customers to deal directly with an authorised service centre. We may provide reasonable assistance where applicable.

4.4 Warranty service does not automatically guarantee a refund or replacement. The Product may be repaired, replaced or serviced according to the applicable warranty terms.

4.5 Processing times depend on the manufacturer, service centre, parts availability and nature of the fault. Any stated timeframe is an estimate unless expressly guaranteed.

4.6 Manufacturer warranty terms do not affect statutory rights that cannot legally be excluded.

5. PHYSICAL DAMAGE AND MISUSE

5.1 Products damaged after delivery due to misuse, accidents, improper installation, customer handling or other external causes are generally not eligible for return, exchange or refund as defective Products.

Examples include:

• Cracked or broken parts;

• Bent pins, damaged ports or connectors;

• Scratches or dents;

• Liquid or moisture damage;

• Burn or impact damage;

• Incorrect voltage or power supply;

• Improper installation;

• Unauthorised repair or modification;

• Damaged or removed serial numbers/warranty seals; and

• Damage caused by incompatible or improperly installed components.

5.2 Where necessary, we may conduct a technical assessment to determine the cause of damage.

6. PRODUCTS DAMAGED DURING DELIVERY

6.1 Please inspect the Product and packaging upon delivery.

6.2 If the Product arrives damaged, notify us as soon as possible, preferably within 48 hours, with:

• Order/invoice number;

• Photos of the packaging and shipping label;

• Photos or video of the damage; and

• Any other information required for investigation.

6.3 Please keep the original packaging until the matter is resolved.

6.4 The 48-hour notification period assists with delivery claims and does not affect any statutory rights that cannot legally be excluded.

7. WRONG OR MISSING PRODUCT

7.1 If you receive the wrong Product or an item is missing, notify us as soon as possible, preferably within 2 days of delivery.

7.2 Provide your Order number and photos of the package/Product where requested.

7.3 We may verify the claim against our order, packing, inventory and delivery records before approving a remedy.

8. NON-RETURNABLE PRODUCTS

The following Products are generally not eligible for change-of-mind returns or exchanges, subject to applicable law:

• Opened Products that cannot be resold as new;

• Custom-built or customised Products;

• Special-order or specially procured Products;

• Activated, registered or downloaded software and digital Products;

• Opened consumables;

• Products with missing packaging, accessories or components;

• Products damaged or modified after delivery;

• Clearance or final-sale Products clearly identified as such;

• Gift cards, vouchers and free promotional items; and

• Products specifically stated as non-returnable before purchase.

This does not affect any statutory rights that apply.

9. SOFTWARE AND DIGITAL LICENCES

9.1 Software, activation keys, subscription codes, game codes and digital licences generally cannot be returned or exchanged once revealed, delivered, downloaded, redeemed, registered or activated

9.2 Customers are responsible for checking software requirements and compatibility before purchase.

9.3 This policy does not limit any legal remedies available for defective or materially misdescribed digital Products.

10. INSPECTION AND TESTING

10.1 Assessment: Returned Products may be inspected and tested before approving any replacement, repair, credit, or refund.

10.2 Authorized Testers: Testing may be conducted by our technical team, distributor, manufacturer, or an authorized service centre.

10.3 Non-Defect Returns: If testing shows the Product functions normally or the issue stems from compatibility, software, configuration, user damage, or misuse, it may be returned to the customer without a refund or replacement (subject to law).

10.4 Diagnostic & Shipping Fees: Where legally permitted and disclosed in advance, reasonable diagnostic, handling, and transport fees may apply if no covered defect is found.

11. SERIAL NUMBERS & PRODUCT IDENTIFICATION

11.1 Verification: Returned Products must match the items originally supplied by us.

11.2 Identifiers: We may verify serial numbers, IMEI numbers, product/warranty labels, invoice records, or other identifying details.

11.3 Refusal: Returns may be refused if the returned item does not match the product we supplied.

11.4 Alterations: Altered, removed, or obscured serial numbers or labels may affect your return or warranty claim, subject to law.

12. EXCHANGES

12.1 Change of Mind: Exchanging a non-defective product due to a change of mind is not automatically permitted.

12.2 Replacement Availability: Replacements for qualified defective products depend on stock availability and warranty/legal rules.

12.3 Unavailable Stock: If an identical replacement is unavailable, we will discuss alternative remedies in accordance with applicable law.

13. REFUNDS

13.1 Approval: Returning a Product does not automatically guarantee a refund.

13.2 Inspection: Refunds are subject to prior product inspection and testing.

13.3 Payment Method: Approved refunds will be issued to the original payment method unless otherwise agreed.

13.4 Timeline: Approved refunds are typically initiated within 10 business days.

13.5 External Delays: Additional processing times by banks or credit card issuers are beyond our control.

13.6 Delivery Charges (Defects): Shipping costs will be refunded where required by law for defective products or company errors.

13.7 Voluntary Returns: Original and return shipping fees may be non-refundable for change-of-mind or voluntary returns, subject to law.

14. PAYMENT & PROCESSING FEES

14.1 Unfulfilled Orders: Full refunds will be issued if we cancel an order due to an inability to fulfill it.

14.2 Processing Fee Deductions: Payment processing fees will not be deducted where prohibited by law or refund terms.

14.3 Third-Party Fees: For voluntary cancellations or non-defective returns, non-refundable third-party processing fees will be disclosed and applied only where legally permitted.

15. PROOF OF PURCHASE

15.1 Requirement: Reasonable proof of purchase from us may be required before processing returns, exchanges, warranty claims, or refunds.

15.2 Acceptable Proof: Valid evidence includes a verifiable invoice, tax receipt, order number, or transaction record.

16. REFUND AND WARRANTY FRAUD

16.1 Investigation Rights: We reserve the right to investigate suspected fraudulent or abusive return and warranty claims.

16.2 Fraudulent Actions: Prohibited conduct includes swapping items, altering serial numbers, intentional damage, false missing-item claims, returning counterfeits, misrepresenting defects, or repeated abuse.

16.3 Claim Rejection: If fraud is reasonably determined, we may reject the claim and pursue legal remedies permitted by law.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail primepcpteltd@gmail.com