Return & Refund Policy

PrimeX Liquidation sells palletized liquidation inventory, customer returns, overstock, shelf pulls, and assorted lots. Because pallet condition and lot composition vary, our Return & Refund Policy is designed to be fair to buyers while reflecting the realities of liquidation commerce. This policy explains eligibility, timelines, inspection standards, the claims process, restocking and freight responsibilities, and dispute resolution. Please read carefully before purchasing.

Scope and General Principles

PrimeX sells mixed lots and palletized inventory that may include new, like‑new, customer returns, open box, shelf pulls, and salvage items. Listings include condition grades and representative photos when available. Buyers are responsible for reviewing the listing, condition grade, and any lot notes prior to purchase. Because of the variable nature of liquidation inventory, returns are limited and handled case‑by‑case. We evaluate claims based on whether the lot was materially misrepresented, missing substantial contents, or damaged in transit beyond what was disclosed.

Return Eligibility

Returns or refunds will be considered only in the following circumstances:

• Material misrepresentation: The pallet contents or condition materially differ from the listing (for example, listed as "New" but received predominantly used items).
• Significant undisclosed damage: The lot contains damage that was not disclosed in the listing and materially affects resale value.
• Incorrect shipment: You received a different SKU, lot, or quantity than what was invoiced.
• Missing contents: The pallet is missing a substantial portion of the items described in the listing.

Minor cosmetic wear, mixed assortments, or expected variance consistent with the stated condition grade do not qualify for return.

Timeframes and Notification

To preserve claim rights, buyers must notify PrimeX within the following timeframes:

• Visible damage or missing items: Report within 48 hours of delivery and note damage on the carrier’s bill of lading at the time of delivery.
• Return requests for misrepresentation or missing contents: Submit within 7 calendar days of delivery with photographic evidence and a detailed description.
• Auction purchases: Follow the auction terms; some auction lots are final sale and have different claim windows — those terms override this policy where stated.

How to File a Return Request or Claim

1. Email returns@primexliquidation.com with your order number, invoice, photos, and a clear description of the issue. Include the carrier delivery receipt and any notes made at delivery.
2. PrimeX will acknowledge receipt of your claim within 48 business hours and may request additional photos or documentation.
3. We will review the evidence and may request an inspection or additional information from the carrier if damage occurred in transit.
4. If PrimeX approves the return, we will issue a Return Authorization (RMA) with instructions for return shipping or carrier pickup.
5. Refunds are processed after returned pallets are received and inspected, or after a carrier claim is resolved when the damage occurred in transit.

Inspection Standards and Evidence

To support a claim, provide clear, time‑stamped photos showing:

• The pallet as delivered (full pallet and surrounding area).
• Close‑ups of damaged packaging, damaged items, or missing items.
• The carrier’s bill of lading or delivery receipt with any damage notations.

PrimeX may require additional photos or a short video demonstrating the condition. For large claims, PrimeX reserves the right to request an independent inspection or to coordinate carrier inspection prior to authorizing a return.

Return Authorization and Shipping

Do not return pallets without an RMA. Unauthorized returns may be refused. If a return is authorized:

• PrimeX will provide an RMA number and return instructions, including the return address and any carrier preferences.
• Return shipping costs are the buyer’s responsibility unless the return is due to PrimeX error or undisclosed damage.
• For LTL returns, buyers are responsible for freight charges and any accessorial fees unless otherwise agreed in writing.
• Restocking fees may apply for returns that are not due to PrimeX error; the fee amount will be disclosed in the RMA.

Refunds and Credit

Approved refunds will be issued to the original payment method within 7–14 business days after PrimeX receives and inspects the returned pallet(s) or after a carrier claim is resolved. For card refunds, allow additional time for the card issuer to post the credit. For wire or check refunds, processing may take longer. In some cases, PrimeX may offer store credit or a partial refund where appropriate.

Non‑Returnable and Final Sale Items

Certain items are non‑returnable unless defective or misrepresented. Examples include:

• Opened personal care products or cosmetics where hygiene is a concern.
• Used clothing without original packaging or hygiene seals.
• Lots explicitly marked "Final Sale" or "As‑Is" in the listing.

Final sale lots are sold as‑is and are not eligible for return except for material misrepresentation or fraud.

Damaged on Arrival (Carrier Damage)

If a pallet arrives visibly damaged, you must:

1. Note the damage on the carrier’s bill of lading before signing.
2. Take clear photos of the damage and the pallet as delivered.
3. Contact PrimeX within 48 hours at returns@primexliquidation.com to initiate a freight claim.

PrimeX will assist in filing a claim with the carrier. Timely reporting and photographic evidence are essential. If damage is not noted on the carrier paperwork at delivery, carrier claims may be denied and PrimeX’s ability to recover costs may be limited.

Partial Refunds and Allowances

In some cases where only a portion of a pallet is affected, PrimeX may offer a partial refund or allowance instead of a full return. Partial refunds are calculated based on the documented loss in value and agreed upon by both parties. Partial allowances are often the fastest resolution for mixed lots where only a subset of items is damaged or missing.

Refused Deliveries and Buyer No‑Shows

If a buyer refuses delivery without prior authorization or fails to pick up a scheduled local pickup, resulting in return to origin, the buyer may be responsible for return freight, storage fees, and re‑consignment charges. Repeated refusal or failure to accept delivery may result in account suspension and collection of outstanding charges.

Restocking Fees and Handling Charges

Restocking fees may apply to returns that are not due to PrimeX error. The restocking fee will be disclosed in the RMA and is typically a percentage of the order value to cover inspection, repackaging, and administrative costs. Handling charges may also apply for returns requiring special handling or disposal.

Fraud, Abuse, and Warranty Abuse

PrimeX reserves the right to refuse returns or refunds in cases of suspected fraud, warranty abuse, or repeated misuse of the returns process. Abuse of the returns policy may result in account suspension, denial of future purchases, and recovery of costs through collections if necessary.

Dispute Resolution

PrimeX strives to resolve disputes quickly and fairly. If a resolution cannot be reached through our returns team, parties may pursue mediation or arbitration as outlined in our Terms & Conditions. Contact returns@primexliquidation.com for escalation and dispute assistance.

Contact for Returns and Claims

Phone: 737‑737‑1610
Returns & Freight Claims: returns@primexliquidation.com
Sales & Account Support: sales@primexliquidation.com

Policy Updates

PrimeX may update this Return & Refund Policy to reflect operational changes, legal requirements, or best practices. Material changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the revised policy.

We understand that buying liquidation inventory requires trust and clarity. Our returns process is designed to be transparent and fair — please contact us promptly with any concerns so we can resolve them efficiently and get you back to sourcing profitable inventory.