Must I have an RMA number in order to return a product?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within our Return or Warranty policy period. We will not accept returns without prior authorization and RMA number. Customer should prominently display the RMA number(s) on the shipping label of boxes that contain returning products.
How do I obtain a Return Merchandise Authorization (RMA#) number?
Click here to request an Online RMA number. We ask all RMA's to be requested online for your convenience. You will find the RMA request section on the online SUPPORT page. Follow the instructions and leave an explanation for why you are requesting an RMA.
How does a refund get applied?
The refund is always issued back to the credit card or PayPal account you purchased the order with or you can ask for store credit.
How long do I have to wait before the credit posts to my account?
It takes us approximately five business days to process a credit back to your credit card and about 3-5 business days for it to appear or disappear on your statement.
I have sent my return merchandise to you, but how come you have not received it?
If you sent your RMA with a tracking number, check with the carrier first for the package status. It usually takes 3-4 business days for an RMA to be processed after we receive the item.
How do I get a status on my returned merchandise?
Please send us an e-mail to request your RMA status or email the RMA Department.
How long does it take to process RMAs?
It takes 5-7 business days for us to process your RMA and re-ship the item or issue a refund to your account after we receive them.
What items need to be returned with the RMA?
Do I need to include everything? Yes. All original equipment, components, manuals, cables, documents, original packaging must be returned with your item in order to process your RMA. Also, we need you to provide the copy of your "Invoice". Missing items will incur further charges or less of a refund.
What about restocking fees? How much? When? Why?
There is a restocking fee of 20% on all returns for refund or exchange. See the “Return Policy” page regarding returns of defective items. If a refund is requested instead of a replacement we will charge a 20% restocking fee. Why? Sometimes, claiming "defective" is an easy way to avoid the restocking fee just because you don't want the item. If it's defective, we may replace it (follow our RMA procedure). For detailed information, please refer to our "Return Policy" page.
Who pays for shipping on an item (don't want) returning back to Primus Cable?
The customer is solely responsible for the shipping charge for any returned products.
What is your policy about defective items?
See the “Return Policy” page. You may also contact our technical support department.