Skip to main content

​
Overview

Primo operates as a B2B procurement platform, so returns work differently from consumer purchases. Primo does not accept returns as standard. Once a supplier fulfills and delivers an order, you cannot return it for a change of mind. As a business customer, you do not benefit from a consumer right of withdrawal or a cooling-off period. Returns are only accepted in the following cases:

​
Conditions that void return eligibility

  • The sealed product box, the manufacturer’s original packaging, has been opened. The delivery packaging, the outer shipping carton, can be opened to check the contents without affecting eligibility.
  • The device shows signs of use
  • You did not submit the return request promptly after delivery [INSERT TIMEFRAME, e.g. within 48 hours]

​
Request a return

If your order qualifies for a return, open a ticket through the dashboard and include:
  • Your order number
  • A description of the issue
  • Photos of the device and packaging (required for damage claims)
The Primo team reviews the request and coordinates with the supplier on your behalf.

​
Returning the parcel

If a return is accepted, insert a copy of the return slip in a transparent pouch and stick it on the shipping carton only. Never stick anything directly on the product or its sealed box.