Refund & Return Policy
Return & Refund Policy
At Prime Item Hub, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority, and that's why we have a 60-day guarantee in place. If you're not happy with your purchase for any reason, please get in touch with us at our contact page.
Cancellation Policy
We strive to fulfill your order quickly and get it shipped out to you as fast as possible. This means that we process your order fast and there may not be a lot of time to cancel your order. Cancellations are not guaranteed. Orders made during the day generally enter processing and fulfillment on or around 7 PM US Eastern. After orders enter fulfillment, they cannot be cancelled. For this reason, if you anticipate that you might need to cancel your order after you place it, we recommend that you do not place the order until you are sure you want to go through with it.
To ask to cancel your order, email support@primeitemhub.com as soon as possible. Time is of the essence.
If we are able to cancel your order before it enters fulfillment, then you will receive a 100% refund to your original form of payment and no product will be delivered. If we are not able to cancel your order before it enters fulfillment, it will be shipped and delivered to you, your form of payment will be charged, and you can ask to return the item at your shipping expense under our money-back guarantee.
Returns and Refunds
- We provide a 60-day money-back guarantee, measured from the date an order is delivered to you per tracking, for the first purchase of items as long as they are returned unused in their original packaging. However, we don't issue refunds for used, worn, or damaged items due to normal use or misuse.
- Our money-back guarantee is intended to allow you to purchase a product new to you from our store with confidence, knowing if the product does not meet your needs or expectations once you receive the product, you may return it to us at your shipping expense for a full refund of what you paid. Pursuant to this, we assume if you return to purchase another unit of the same product a second or further time, it is because you found the first product satisfactory.
- Our money-back guarantee is NOT intended to cover multiple purchases of the same item, and as such, the guarantee applies only to your first order (of any quantity) of any product we carry. Multiple orders of the same product do not qualify for the money-back guarantee and all second and future orders of products you have a history of purchasing are non-returnable and final unless the item is defective. For example, if you purchase two units of Product X in your first order, those two units are covered under our money-back guarantee; if you later place a second order for Product X, the units of Product X in that second order (and any future Product X order) are sold as non-returnable and final, and those units of Product X are not covered under our money-back guarantee, because you have already purchased that product before. If you return a product to us without our authorization and it falls under this multiple order policy, you acknowledge and agree we will simply dispose of it and no money or credit will be returned to you. All terms in this paragraph apply even if your second or further purchases of a single item occur before your initial order of that item is delivered. PLEASE DO NOT PLACE MULTIPLE ORDERS FOR THE SAME ITEM UNLESS YOU ARE SURE YOU WANT TO KEEP THAT ITEM. WE RECOMMEND WAITING FOR YOUR INITIAL ORDER OF AN ITEM TO BE DELIVERED, SO THAT YOU CAN EXAMINE THE ITEM AND ENSURE YOU ARE SATISFIED WITH IT, BEFORE PLACING SUBSEQUENT ORDERS FOR THE SAME PRODUCT.
- To start a return, email us at support@primeitemhub.com within 60 days of delivery, providing your order number and return reason. Our team must approve all returns before you ship the product back. We reserve the right to ask for photos and/or reasonable other documentation depending on the return reason you state.
- If we authorize a return and tell you to ship a package back to us, please be aware that items must be returned in their original packaging and unused state. Include your order number and shipping name in your return package to facilitate prompt processing. Unless your item was damaged upon receipt or there was an error with your order, you are responsible for any return shipping cost. You may ship the product back to us via any commercial shipping method; we recommend using a trackable method, although we do not require you to do so, but please note that we are not responsible for returns until we receive them, so we recommend purchasing insurance from the shipping carrier to insure your return package if you wish to avoid this risk.
- You must contact us to begin a return within 60 days of delivery, defined as 60 days or fewer after the tracking provider lists your order as delivered, and we must receive the item you are returning from you within 60 days of the date we provide you with a return authorization. If we do not receive your return item within 60 days of the date we provided you with a return authorization, your return becomes a late return.
- If you return a non-approved item, or we receive a late return, we reserve the right to (a) charge a restocking fee of up to 25% of the purchase price and only refund the remainder of your order to your original form of payment, (b) issue to you a Prime Item Hub store credit of up top 100% of the value of the returned item in your original order, (c) reject the return and have the package shipped back to you, or (d) dispose of the item without credit or money returned to you, all at our sole option.
- Upon receiving your authorized return within 60 days of us providing you with a return authorization, we may take up to 10 business days to inspect the item(s). Once we confirm the items are in good condition, please allow up to 40 business days from the confirmation date for the refund process. The refund often happens much more quickly than this timeframe but many factors affect the actual refund process. If you haven't received your refund after we've confirmed processing and successful refund, please contact your financial institution. We are not responsible for providing a refund or credit of any type until we have received the item in question and had a reasonable opportunity to inspect it in order to ensure it is eligible for our guarantee programs.
- We don't issue refunds for used, worn, or damaged items due to normal use or misuse.
- All refunds are processed in U.S. Dollar ($USD) as per the original purchase. Note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.
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IMPORTANT: CUSTOMER RESPONSIBILITY FOR ACCURATE SHIPPING INFORMATION. Customers are responsible for providing a valid shipping address and customers are responsible for timely response to inquiries from our support or distribution team regarding corrections or clarifications to their shipping addresses for orders they place. With some exceptions, we cannot ship to PO boxes.
- If our team is unable to ship your order to the address you provide at checkout, we will promptly contact you by email and by phone, unless you did not provide that information, to get a correct address. While we will typically attempt to contact you more than once to resolve any order fulfillment issues, we are only responsible for attempting to contact you once. In the event we contact you, you need to respond as soon as possible to avoid order delays. Orders that remain unshipped due solely to customer-provided address information that is incorrect or unusable become final and non-returnable 45 calendar days after we first contact you to correct your shipping information and at that time are removed from eligibility for our money-back guarantee; however, unless the product becomes discontinued or otherwise unavailable, we will ship the product to you at any time once you provide us with the correct shipping information.
- If 45 or fewer days have elapsed since we first contacted you to seek corrected shipping information and the product is no longer available at the time we receive from you your correct shipping information, we will provide either a refund to your original form of payment for 100% of the value of the product in your order, or a store credit for 100% of the value of the product in your order, at your option.
- If 46 or more calendar days have elapsed since we first contacted you to seek corrected shipping information and the product is no longer available at the time we receive from you your correct shipping information, we will provide you with a Prime Item Hub store credit of 100% of the value of the product in your order, but we will not refund money.
- If our team is unable to ship your order to the address you provide at checkout, we will promptly contact you by email and by phone, unless you did not provide that information, to get a correct address. While we will typically attempt to contact you more than once to resolve any order fulfillment issues, we are only responsible for attempting to contact you once. In the event we contact you, you need to respond as soon as possible to avoid order delays. Orders that remain unshipped due solely to customer-provided address information that is incorrect or unusable become final and non-returnable 45 calendar days after we first contact you to correct your shipping information and at that time are removed from eligibility for our money-back guarantee; however, unless the product becomes discontinued or otherwise unavailable, we will ship the product to you at any time once you provide us with the correct shipping information.
Product Concerns
We take product safety seriously and encourage customers to use our products safely and responsibly. Adhere to all proper usage instructions and safety precautions provided with your product and all available resources on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience discomfort while using our products, discontinue use immediately and contact us using our contact page. We will help you address any concerns or questions.
Damaged Items
We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.
If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We neither refund nor accept returns for items damaged through normal use, wear and tear, or misuse.
Shipping and Delivery
While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, or other factors and issues that may arise during shipping. If you encounter any delivery issues, contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages.