> ## 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.

# Returns & exchanges

> When a return or exchange is accepted, the deadlines that apply, and how to submit a request for a wrong, defective, or damaged item.

Primo operates as a B2B procurement platform, so returns work differently from consumer purchases. As a business customer, you do not benefit from a consumer right of withdrawal or a cooling-off period. Instead, returns and exchanges follow the conditions below.

This article covers the return conditions and how to submit a request. It also covers the two cases that most often trigger one: a wrong or defective item, and damage caused by shipping.

## Return conditions

| Condition             | Rule                                                                               |
| --------------------- | ---------------------------------------------------------------------------------- |
| **Return window**     | 14 days from the delivery date.                                                    |
| **Transport damage**  | Report within 24 hours of delivery.                                                |
| **Unopened products** | Accepted under standard conditions.                                                |
| **Opened products**   | Accepted only when the item is wrong, defective on arrival, or damaged in transit. |

### What voids return eligibility

* The sealed product box, the manufacturer's original packaging, has been opened and the item is not wrong, defective, or damaged. The delivery packaging, the outer shipping carton, can be opened to check the contents without affecting eligibility.
* The device shows signs of use.
* You submitted the request after the deadline: 14 days from delivery, or 24 hours for transport damage.

## Wrong or defective items

Use this section if you received the wrong item, or a product that is defective on arrival with no visible damage to the packaging. If the parcel itself was visibly damaged in shipping, see [Damaged in transit](#damaged-in-transit) instead.

### The item shipped is wrong

Applies if you received the wrong model, the wrong configuration, or a duplicate shipment sent in error.

[Submit a request](#submit-a-request) with your order number and a description of the discrepancy between what you ordered and what you received.

### The item is defective on arrival

Applies if a product does not work correctly on arrival, with no visible damage to the packaging.

1. Take photos and, if possible, videos of the problem.
2. [Submit a request](#submit-a-request) with your order number, a description of the malfunction, and your photos or videos.

### If a technician needs to visit on site

To diagnose some issues, the operations team first emails you a series of initial tests to run on the affected device. The team schedules a technician visit only after you send the test results to [support@getprimo.com](mailto:support@getprimo.com).

## Damaged in transit

Use this section for damage caused by shipping, whether you notice it at the moment of delivery or shortly after.

### Refuse a visibly damaged parcel at delivery

If the parcel is visibly damaged when the carrier hands it to you, refuse it on the spot rather than accepting it.

<Warning>
  A parcel you accept is considered received in good condition. Refusing it at the door is the only way to have it sent back directly to the carrier.
</Warning>

### Document the damage immediately

Before unpacking or using the device:

1. **Take photos of the outer packaging** showing any visible damage to the box or protective material.
2. **Take photos of the damaged item**, photographing all angles and focusing on the damage.
3. Note the delivery date and time.

<Warning>
  Do not discard the original packaging. Carriers often require it as evidence during claims investigations.
</Warning>

### If you already unpacked the device

If you discover damage that is clearly linked to shipping, such as a crushed box or an impact mark carried through to the device, after unpacking, still follow the same process: document the damage with photos and submit a request, noting when the damage was discovered. The 24-hour deadline still applies.

If the packaging showed no sign of damage but the device does not work as expected, this is a defect on arrival. See [Wrong or defective items](#wrong-or-defective-items).

## Submit a request

There is no return or claim action on the order itself. Submit every request through one of these two channels:

* Email [support@getprimo.com](mailto:support@getprimo.com)
* The in-app chat

Include:

* Your order number
* A description of the issue
* Photos of the device and packaging
* For transport damage, the carrier's tracking link for the shipment

The Primo team reviews the request, coordinates with the supplier on your behalf, and follows up within 1-2 business days.

## What happens next

Depending on the severity of the issue:

* **Minor damage** (cosmetic only): the support team advises on next steps.
* **Functional damage** (device doesn't work): the support team arranges a replacement or repair.
* **Carrier fault confirmed**: the support team files a claim with the carrier on your behalf.

For a wrong or defective item, the support team follows up under the warranty process. See [Repairs & warranty claims](/procurement/repairs-warranty-claims) for details on coverage and next steps.

## Return 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

* [Track your order](/procurement/track-your-order)
* [Modify or cancel an order](/procurement/modify-or-cancel-order)
* [Repairs & warranty claims](/procurement/repairs-warranty-claims)