Return and Cancellation Policy
Return for Replacement or Refund
Products may be returned for a replacement or refund within 30 days from the date of purchase. After 30 days, the product will be covered under the manufacturer’s warranty, where applicable. Please note that manufacturer warranties vary by product category, and certain products may not be returnable once opened. Sealed retail-boxed items are non-returnable once the seal is broken.
Non-Returnable Items
The following items are non-returnable under any circumstances:
- Software: Software is subject to the license agreement provided with the package. By opening the package or breaking the seal, you agree to be bound by the terms of the license.
- Licenses, Digital Goods, Services, or Non-Physical Products: This includes service contracts, agreements, and other digital or non-physical items.
Shipping and Replacements
All replacements will be shipped via standard ground service unless the customer selects a faster shipping method. In such cases, expedited shipping charges will apply and are non-refundable.
Damaged products are not eligible for return. If your merchandise arrives damaged, please contact the shipping carrier (e.g., FedEx, UPS, DHL, or USPS) immediately.
Damaged Products in Transit
If your package shows visible damage upon delivery, please refuse the shipment. The shipping carrier is responsible for the damage, not you. If you notice damage after opening the package, please:
- Contact the carrier immediately to initiate an inspection.
- Reach out to PrimesoftTradingLLC.ae so that we can file a claim on your behalf.
- Important: Report any damage within 2 business days of receipt. Failure to do so may void the damage claim.
Defective or Dead on Arrival (DOA) Items
If you receive a defective or DOA item, we will arrange for a replacement at no additional cost. However, a 50% restocking fee will apply if the product is found to be in working condition after inspection.
Please ensure that you return only the items we originally sent to you. For security, all shipments and serial numbers are scanned and video-recorded before dispatch.
Return Merchandise Authorization (RMA)
To initiate a return, you must first obtain a Return Merchandise Authorization (RMA) number from our Returns Department. Returns without an RMA number will not be processed. The product must be received by PrimesoftTradingLLC.ae within 10 days of issuing the RMA; otherwise, the RMA will be voided.
Restocking Fees
Restocking fees will be applied to returns as follows:
- New Condition – Unopened Original Box: 20% restocking fee
- New Condition – Opened Original Box (with all accessories): 30% restocking fee
- New Condition – Opened Box (missing packaging or accessories like cables, brackets, etc.): 50% restocking fee
- Order Cancelled After Processing: 30% restocking fee (based on the total value of the order)
- Used Condition (e.g., “No longer needed” or similar reason): Up to 80% restocking fee
Shipping Costs and Tax Refunds
Shipping charges are non-refundable. However, taxes will be refunded on eligible returns, where applicable.
