Effective Date: August 4, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Prime Home Gear website located at https://primehomegear.com ("Website").
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
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Email: support@primehomegear.com
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Phone: 831-243-5577
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Hours: Monday–Friday, 9:00 AM – 5:00 PM PST
3. Return Eligibility
Customers in the United States are eligible to return products within 14 days of receipt, subject to the conditions below:
3.1 Conditions for Return
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Unused and Undamaged: Items must be unused and in the same condition received.
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Original Packaging: Products must be returned in original packaging with all labels and tags attached.
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Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To start a return:
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Email support@primehomegear.com or call 831-243-5577 within 14 days of receiving your item.
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Include your order number and reason for return.
If eligible, we’ll send return instructions, an RMA number, and a prepaid shipping label if applicable.
4.2 Preparing Your Return
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Package Safely: Use original packaging and include all parts/manuals/accessories.
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Include Documentation: Include your RMA and proof of purchase.
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Attach Label: Affix the return label to the outside of the box.
4.3 Shipping the Return
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Ship Within 7 Days of receiving return approval.
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Use a trackable shipping method to ensure proper delivery.
5. Return Shipping Costs
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Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly shipped.
6. Specific Return and Refund Conditions
6.1 Change of Mind
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Must be unused, unopened, and in original packaging.
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Return request within 14 days.
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Refund: Original payment method, minus restocking fees if applicable.
6.2 Defective or Damaged Goods
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Notify us within 48 hours of receipt.
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Include photos or video of the issue.
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We'll issue a replacement or full refund including return shipping.
6.3 Incorrect Product
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Notify us immediately.
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We’ll cover return shipping and ship the correct item.
6.4 Product Never Arrived
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Contact us if not delivered within expected time.
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We’ll investigate and either refund or replace the item.
6.5 Order Cancellation
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Before Shipment: Full refund available.
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After Shipment: Follow standard return process.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
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Custom or personalized items
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Perishable goods (if any)
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Intimate or sanitary items unless unopened
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Gift cards or digital software downloads
8. Refunds
8.1 Refund Conditions
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Refunds issued after item is received and inspected.
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You'll be notified of approval or denial.
8.2 Refund Processing
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Processed to the original payment method.
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May take up to 14 business days to appear, depending on your bank.
8.3 Partial Refunds
Granted in cases such as:
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Item not in original condition
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Missing parts not due to our error
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Returned more than 30 days after delivery
9. Exchanges
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Defective or incorrect items are eligible for exchange.
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Email support@primehomegear.com to start the process.
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We cover shipping for our error; customer pays for change-of-mind exchanges.
10. Timelines
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Returns must be requested and shipped within 14 days of delivery.
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Refunds are processed within 14 days of receiving the returned item.
11. Legal Rights
This policy does not limit or override your legal rights under U.S. consumer protection laws.
12. Questions and Support
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Email: support@primehomegear.com
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Phone: 831-243-5577
By purchasing from Prime Home Gear, you acknowledge and agree to this Return and Refund Policy.
