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Use this article if you received the wrong item, or a product that is defective on arrival. If the parcel itself was visibly damaged in shipping, see Damaged in transit instead.

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The item shipped is wrong

Use this section if you received the wrong model, the wrong configuration, or a duplicate shipment sent in error. Contact support@getprimo.com with your order number and a description of the discrepancy between what you ordered and what you received.

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The item is defective on arrival

Use this section 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. Contact support@getprimo.com with your order number, a description of the malfunction, and your photos or videos.

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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.

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What happens next

After the support team reviews your case, they follow up under the warranty process. See Repairs & warranty claims for details on coverage and next steps.