Policies

Refund and returns policy

Any order, wherever it ships, may be returned or exchanged within 14 days of arrival.

Effective 10 October 2026

We want each order to go right. When it doesn’t, you can ask for a return or an exchange up to 14 days after delivery, on the conditions below.

Who qualifies

Orders delivered to any country fall under this policy.
Items can be returned whether they are defective or not.
We also accept exchanges.

Conditions and time limit

Requests for a return or exchange must reach us within 14 days of the delivery date.
Returned items must be in new, unused condition.

Shipping costs and fees

Our US warehouse receives all returns. Tell us when a return is on its way and we'll give you the address and work out the freight with you.
Return freight is paid by you when the cause isn’t our fault, such as a customer changing their mind or an address mix-up.
Return freight is on us if the mistake was ours, such as shipping the wrong lot or an item with a factory defect.
We never charge restocking fees.

Refunds

We send your refund to the original payment method no later than 5 days after your return arrives and passes inspection.

How to return an item

Start a return by emailing info@primepalletusa.com or filling in the contact form. Tell us your order number plus why you are returning it in a line or two. We will respond with what comes next.

Each lot gets one grade and is sold as its listing describes, so send us your questions and ask for a manifest before ordering.