Refund policy

Effective date: September 1, 2026

Prime Ltd accepts return or refund requests only when an item arrives damaged, defective, or materially different from the item ordered. This is a limited quality-assurance policy; we do not accept change-of-mind, preference-based, or no-reason returns.

1. Eligibility

To be eligible, you must contact us within 30 calendar days of delivery and provide your order number, the email address used at checkout, and clear photographs or a description of the issue where applicable. We may request additional information reasonably needed to review the claim.

2. What is not eligible

We do not accept returns or refunds for change of mind, accidental damage after delivery, normal wear, misuse, failure to follow product instructions, or claims submitted after the 30-day period. This does not limit rights that cannot be excluded under applicable law.

3. How to start a claim

Email support@prime.net with the subject line “Return Request.” Include your order number, a concise description of the issue, and photographs when relevant. Do not send an item back before receiving written return instructions from us.

4. Review and resolution

After review, we may offer a replacement, refund, or another appropriate remedy, depending on the circumstances and applicable law. If a physical return is required, we will provide the return instructions. Approved refunds are issued to the original payment method; your bank or card issuer may require additional time to post the credit.

5. Contact

For help, contact Prime Ltd at support@prime.net, call +1 (801) 686-3043, or write to 945 1300 South, Salt Lake City, United States.