Refund Policy

1. Scope

This Refund Policy explains how Primary Machines handles order cancellations, returns, damaged deliveries, replacements, and refunds for machinery, attachments, parts, and other products purchased from our website.

2. 30-Day Free Returns

You may request a return within 30 calendar days from the date your order is delivered. For an approved eligible return, Primary Machines will arrange return transportation at no cost to you and will not charge a restocking fee.

The return must be authorized by us before the product is shipped, handed to a carrier, or made available for pickup. Products sent back without authorization may be refused or may delay your refund.

3. Return Eligibility

To qualify for a free return, the product must:

• Be requested for return within 30 calendar days after delivery;
• Be unused beyond what is reasonably necessary to inspect it;
• Be unmodified, unaltered, and in substantially the same condition in which it was delivered;
• Include all original components, accessories, keys, manuals, and documentation;
• Have its serial number and identification labels intact; and
• Be accompanied by the order number or other proof of purchase.

Items that do not qualify

Unless required by law or covered by a separate written warranty, returns are not available for:

• Machinery that has been operated beyond reasonable inspection, placed into service, or shows material wear;
• Products damaged through misuse, accident, improper storage, improper maintenance, or unauthorized repair after delivery;
• Modified, altered, or disassembled products;
• Products with missing components or removed or altered serial numbers;
• Custom-configured, personalized, or special-order products identified as such before purchase; or
• Services that have already been fully performed.

4. Order Cancellations

You may cancel an order free of charge by emailing us within 24 hours after placing the order. Include your name and order number in the cancellation request.

After the 24-hour cancellation period, we cannot guarantee that an order can be stopped because processing or transportation may have begun. If the order has shipped, the 30-day return terms above will apply.

5. Damaged, Defective, or Incorrect Deliveries

Inspect your shipment as soon as reasonably possible. Visible or concealed delivery damage, missing items, or an incorrect product must be reported to us within 7 calendar days after delivery.

Please keep the product and all packaging while we review the issue. We may ask for:

• Your order number and product serial number;
• Clear photos or video of the product, packaging, and affected area;
• A copy of the delivery receipt or bill of lading; and
• A brief description of what happened.

Depending on the circumstances, we may provide replacement parts, arrange a repair, replace the product, or approve a return and refund. Issues reported after seven days may be reviewed under the applicable warranty rather than as a shipping-damage claim.

6. How to Start a Return

1. Email support@primarymachines.com with your order number and reason for the return.
2. Wait for written approval and return instructions from our support team.
3. Prepare the product for safe transportation as instructed, including securing accessories and components.
4. Make the product available for the scheduled carrier pickup.

Do not arrange your own freight or send a product to our address unless we have specifically authorized it in writing.

7. Return Pickup and Shipping

For an approved eligible return, Primary Machines will schedule and pay for return transportation. You are responsible for providing safe and reasonable access for the carrier and preparing the product according to our instructions.

If a scheduled pickup cannot be completed because the product is unavailable, inaccessible, improperly prepared, or the information supplied is inaccurate, reasonable redelivery, storage, or repeat-pickup charges may apply where permitted by law.

8. Inspection and Refund Timing

After the returned product is received, we will inspect it to confirm that it meets this policy. We aim to approve or explain the outcome within 5 business days after receipt.

Approved refunds will be issued to the original payment method. Once we submit a card refund, it generally appears within 5–10 business days, although timing depends on your bank or card issuer. Original expedited or optional service charges, if any, are not refundable unless the service was not provided or applicable law requires otherwise.

We will email you when the refund has been initiated. If the original payment method cannot accept the refund, we will contact you to arrange a lawful alternative.

9. Warranty Claims

A product problem that arises after the 30-day return period may be covered by the applicable 3-Year Limited Warranty. Warranty coverage is separate from this Refund Policy and is subject to the terms, exclusions, and claim procedures in the written warranty supplied with the product or published on our website.

10. Refused or Undeliverable Shipments

Refusing delivery is not the same as obtaining return authorization. If a shipment is refused without our written approval, or cannot be delivered because of an incorrect address, unavailable recipient, restricted access, or another customer-caused issue, reasonable freight, storage, or redelivery costs may be deducted from any refund where permitted by law.

If the shipment appears damaged, note the damage on the delivery receipt when possible and contact us before refusing it.

11. Contact Us