Return Policy

This policy provides the general process for products supplied by a Primitek group company. A quotation, order confirmation, sales agreement, warranty or other written commercial document may contain product-specific inspection periods, acceptance criteria and remedies. Where those terms differ, the applicable commercial document controls, subject to mandatory law.

Nothing in this policy limits a right or remedy that cannot lawfully be excluded.

A return or claim may be reviewed where products are delivered damaged, materially defective, short in quantity, or materially different from the written specification or approved reference applicable to the order.

Because many Primitek products are made, printed, packed or sourced to an approved customer requirement, suitability and conformity are assessed against the agreed documents, tolerances, sample or specification—not against a general website image.

Report visible damage, shortage or apparent non-conformity within the period stated in the applicable commercial document. If no period is stated, notify the responsible Primitek company within three working days after delivery. A latent issue that could not reasonably be identified on delivery should be reported promptly after discovery.

Until instructions are provided, stop using or distributing affected products where continued handling could increase damage, create a safety concern or make investigation difficult. Keep the goods, labels and packaging reasonably available for review.

To help the team investigate efficiently, include:

• customer name, order or invoice reference and delivery date;
• product name, quantity and affected batch or packaging details, if available;
• a clear description of the issue and when it was identified;
• photographs, video, measurements, samples or other useful evidence; and
• the agreed specification, artwork or approval reference relevant to the concern.

Do not send products back without written return authorisation and shipping instructions from the responsible Primitek company. Unauthorised returns may be refused because the receiving location, documentation or handling requirements have not been confirmed.

Approved returns should be protected from further damage and sent with the requested reference and documentation.

The responsible team may review delivery records, approved specifications, production or inspection information, photographs and samples. A joint or independent inspection may be requested where appropriate.

If a claim is accepted, the appropriate remedy may be repair, rework, replacement, credit, refund or another agreed resolution, depending on the product, issue, commercial document and applicable law. No remedy is final until confirmed in writing.

Unless defective, damaged or non-conforming under the applicable agreement, returns are normally not accepted for:

• custom-made, printed, branded, altered or special-order products;
• products produced to an approved customer sample, artwork or specification;
• change-of-mind, excess stock or an incorrect requirement supplied by the customer;
• products affected by misuse, unsuitable storage, improper installation, ordinary wear or unauthorised repair or alteration; or
• goods that cannot be identified against the relevant order or claim.

Responsibility for inspection, collection, return freight and replacement delivery is determined after the claim is reviewed and according to the applicable commercial terms. If Primitek confirms responsibility for an accepted defect or non-conformity, reasonable agreed return or replacement arrangements will be communicated in writing.

Where a refund or credit is approved, the amount, method, currency and expected processing timeline will be confirmed. Bank, payment-provider or cross-border processing time may be outside Primitek's control.

Use the contact page and select a clear subject such as “Product return or claim”. If you already work with a Primitek company, contact the commercial representative shown on the quotation, order or invoice so the request reaches the correct team.