> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getprimo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Return & exchange conditions

> General eligibility conditions for returns and exchanges, and where to go for transport damage, wrong items, or defects.

## 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:

* The parcel was damaged in transit: see [Damaged in transit](/procurement/damaged-parcel)
* The wrong item was shipped, or the item is defective on arrival: see [Wrong or defective item received](/procurement/wrong-or-defective-item)

## 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.

## Related articles

* [Damaged in transit](/procurement/damaged-parcel)
* [Wrong or defective item received](/procurement/wrong-or-defective-item)
* [Repairs & warranty claims](/procurement/repairs-warranty-claims)