> ## 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.

# Wrong or defective item received

> What to do if you receive the wrong device, a duplicate shipment, or a product that is defective on arrival, outside of transport damage.

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](/procurement/damaged-parcel) instead.

## 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](mailto:support@getprimo.com) with your order number and a description of the discrepancy between what you ordered and what you received.

## 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](mailto:support@getprimo.com) 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).

## What happens next

After the support team reviews your case, they follow up under the warranty process. See [Repairs & warranty claims](/procurement/repairs-warranty-claims) for details on coverage and next steps.

## Related articles

* [Damaged in transit](/procurement/damaged-parcel)
* [Repairs & warranty claims](/procurement/repairs-warranty-claims)