Return & Exchange Policy

At Prime Industry Solutions, we want every customer to feel confident in their purchase. While we work hard to ensure accuracy, quality, and clear product information, we understand that a return may occasionally be necessary. This Return & Exchange Policy explains the conditions, procedures, and timelines for returning items purchased through our website.

1. General Return Eligibility

Most products may be returned within 30 days of delivery for a refund, exchange, or store credit, provided that all of the following conditions are met:

• The item is unused, unassembled, and in the same condition in which it was received.
• All original packaging, components, manuals, hardware, and accessories are included.
• The product is not customized, made-to-order, or otherwise designated as non-returnable.

Items returned with signs of use, damage, or missing parts may be denied or subject to a restocking fee of 10%.

2. How to Initiate a Return

To ensure proper processing, all returns must be approved in advance. To begin the return process:

1. Locate your order confirmation email.
2. Reply to that email and include your order number, the item(s) you wish to return, and the reason for the return.
3. Our support team will provide return authorization instructions and a prepaid return shipping label (for eligible regions).
4. Securely repackage the item using all original materials and drop it off at the carrier listed on your label.

Important: Items sent back without prior authorization may not be accepted or refunded.

3. Return Shipping Costs

For customers located within the United States or Canada, we provide complimentary return shipping for eligible items. Returns from locations outside the U.S. or Canada may incur shipping fees, and transit times will vary by region.

4. Refunds & Processing Time

Once your return is delivered to our facility, it will be inspected within 3–5 business days. If approved, your refund will be issued to the original payment method. Depending on your bank or credit card provider, refunds may take an additional 5–7 business days to appear on your statement.

If your return is rejected due to missing components, signs of use, or damage, we will notify you with available options.

5. Exchanges

For the fastest service, we recommend returning the original item and placing a new order for the replacement product. Once your return is processed and approved, a refund will be issued separately.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@primeindustrysolutions.com. Include your order number and clear photos of the item and packaging. Once verified, we will arrange a replacement or issue a refund at no additional cost to you.

7. Items Not Eligible for Return

The following categories are non-returnable unless defective upon arrival:

• Custom-built, special-order, or made-to-order products
• Personal care, hygiene, or sanitary-related equipment
• Hazardous materials, flammable items, or pressurized containers

If you are unsure whether your item qualifies, please contact us before starting a return.

8. EU Customers – Right of Withdrawal

If your order is delivered within the European Union, you are entitled to a 14-day right of withdrawal. You may return your purchase within 14 days of receiving it, provided the product is unused, in original condition, and packaged with all accessories and documentation. Proof of purchase is required.

9. Return Address

Please do not ship items back without receiving prior authorization. Approved returns should be sent to the address provided in your return instructions:

Prime Industry Solutions
9933 S Western Ave, Ste 200
Chicago, IL 60643
United States

10. Need Assistance?

If you have questions about your return, shipping label, eligibility, or any part of this policy, our customer support team is here to help.

Email: support@primeindustrysolutions.com
Phone: +1 (224) 601-4697

Thank you for choosing Prime Industry Solutions. We appreciate your trust and are committed to providing a smooth, transparent, and professional return experience.