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All devices purchased through Primo include standard manufacturer warranty coverage. For Apple devices, you can add AppleCare Enterprise (ACE) for extended professional support.

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Standard warranty

All products ordered through Primo come with a 1-year manufacturer warranty. Contact the manufacturer directly for warranty claims.

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Manufacturer contacts

ManufacturerWarranty portal
AppleCheck coverage
DellSupport & Warranty
HPCheck warranty
iiyamaProduct support — typically 3 years
For other manufacturers, contact support@getprimo.com.

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Returns

  • Return window: 14 days from delivery date.
  • Unopened products: accepted under standard conditions.
  • Opened products: accepted only in specific cases (e.g., wrong product delivered).
  • Damaged products: upload clear photos of the damage when opening a claim on the Primo platform.
To initiate a return, log in to your Primo cockpit and open a claim from the order details.

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AppleCare Enterprise (ACE)

AppleCare Enterprise is Apple’s professional warranty and support offering for business devices. It extends coverage and provides access to dedicated Apple enterprise support.

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Purchase AppleCare Enterprise

To purchase ACE warranties through Primo, you need an Apple Business Account and an Enrolment ID:
1

Create an AppleCare Enterprise account (if you don't have one)

  • Register at enterprise.apple.com/directEnroll
  • Select ACE
  • Fill in your company and purchasing contact information
  • Agree to the terms and conditions
  • Save your Enrolment ID — you’ll need it for all future ACE orders
2

Add ACE to your Primo order

When placing an order:
  • Select Add a warranty on the product configuration page
  • Enter your Enrolment ID
For subsequent orders, the Enrolment ID will be pre-filled and only needs to be revalidated.
Once your first order is activated, Apple creates a Master Service Agreement (MSA) — allowing you to continue adding devices to the contract.

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Open a support case with AppleCare Enterprise

  1. Access the AppleCare Enterprise console.
  2. Go to Agreement page to access your company documents.
  3. Open a support case:
    • Employee self-service: share the ACE End User Support document with the employee, or have them call the ACE number with the company PIN code.
    • Admin-created case: open a case directly in the AppleCare Enterprise console.

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International warranty considerations

Returns and repairs are available for international customers. Shipping costs may vary by region. For country-specific warranty information, contact support@getprimo.com.