Refund policy

Effective Date: June 11, 2026

Last Updated: June 11, 2026

Version: Version 1.1

Written request. RMA approval. Documented resolution.

1. Introduction and scope

Primovant Systems LLC, operating as Primovant, provides enterprise technology procurement, hardware, software, licensing, and related offerings through primovant.com and through written quote, purchase-order, and invoicing workflows. This Returns and Refund Policy explains how returns, refunds, exchanges, cancellations, damaged shipments, incorrect items, dead-on-arrival items, warranty issues, software and digital entitlements, and quote-based purchases are reviewed and handled.

This policy applies to purchases made directly through primovant.com and to purchases approved in writing by Primovant, including purchases made by online checkout, written quote, purchase order, invoice, or another documented ordering method. This policy works together with our Shipping Policy, Terms of Service, product listings, written quotes, purchase-order acknowledgments, invoices, service terms, manufacturer terms, publisher license terms, and any other written terms that apply to a specific order.

Primovant operates a hybrid purchasing model. Some products may be available for direct online checkout when in stock. Other purchases may be handled through a written quote, including volume pricing, contract pricing, special B2B purchases, configured requirements, out-of-stock requests, and items that require availability, licensing, compatibility, or lead-time review. Return eligibility can vary by product type, order type, supplier terms, manufacturer terms, publisher terms, and the written terms that apply to the order.

2. Definitions

The following terms are used throughout this policy.

Term	Meaning
Business Day	Monday through Friday, excluding United States public holidays and days when banks, carriers, manufacturers, publishers, distributors, or relevant fulfillment partners are generally closed.
Order	A purchase submitted through primovant.com or accepted by Primovant in writing through a quote, purchase order, invoice, or other documented order record.
Physical Product	Hardware, equipment, accessories, media, parts, components, cabling, devices, appliances, racks, power products, peripherals, or other tangible items shipped to a physical address.
Software and Digital Entitlements	Software, product keys, license keys, subscription rights, term licenses, perpetual licenses, renewals, upgrades, support entitlements, activation records, portal access, downloadable products, and similar electronic or licensed rights.
RMA	A Return Merchandise Authorization issued by Primovant in writing before an item is returned. An RMA is valid for 15 Business Days from the date it is issued unless Primovant states a different period in writing.
Eligible Return	A return that Primovant approves in writing under this policy and for which Primovant issues an RMA.
Special-Order Item	An item sourced, reserved, configured, built, ordered, licensed, allocated, or procured specifically for a customer request, quote, purchase order, volume order, backorder, project, or contract requirement.
Dead on Arrival	A product that arrives with a functional defect that prevents normal use at initial installation or first reasonable inspection, subject to review, documentation, and applicable manufacturer terms.

3. Standard return window

Most eligible new, unused, factory-sealed Physical Products may be submitted for return review within 30 calendar days after delivery. A return request must be submitted in writing and approved by Primovant before any item is shipped back.

A return is not accepted merely because an item is shipped to Primovant. Items sent back without an RMA, items sent to the wrong address, items shipped after the RMA validity period, or items that do not match the approved RMA may be refused, returned to sender, delayed, or processed subject to additional review and costs.

Return eligibility is determined after Primovant reviews the order record, product type, item condition, serial number, manufacturer or publisher rules, supplier return eligibility, shipping record, written quote terms, and the reason for the request.

4. RMA validity and deadline to return approved items

If Primovant approves a return, the issued RMA is valid for 15 Business Days from the date of RMA issuance unless Primovant states a different period in writing. The returned item must be received by Primovant within that 15 Business Day period.

If the item is not received within 15 Business Days after the RMA is issued, the RMA may expire, and the return may be declined. If the customer still wants to request a return after the RMA expires, a new written request must be submitted and Primovant will review it based on the product, condition, timing, and applicable order terms.

5. Items generally eligible for return review

The following items are generally eligible for return review if the request is made within the applicable return window and all conditions in this policy are met:

New, unused, unopened, factory-sealed Physical Products purchased as standard catalog items.
Items in their original manufacturer packaging with all accessories, manuals, cables, parts, labels, documentation, warranty cards, UPCs, serial-number labels, anti-tamper seals, and protective materials intact.
Items that have not been installed, configured, powered on, registered, activated, altered, mounted, written to, used, damaged, or placed into production.
Items approved by Primovant in writing through an RMA before return shipment.

Approval is not guaranteed. Some products are subject to manufacturer, publisher, distributor, freight, hazardous-material, licensing, security, serial-number, or supplier restrictions that may prevent or limit a return.

6. Items not returnable or usually not returnable

The following items are not returnable unless Primovant expressly approves the return in writing or unless a non-waivable legal right applies:

Software, product keys, digital licenses, subscriptions, renewals, upgrades, digital entitlements, activation records, publisher portal entitlements, downloadable products, and electronically delivered items after the key, access, entitlement, license, activation, or provisioning record has been issued, redeemed, activated, made available, or assigned.
Special-order, custom-sourced, custom-configured, build-to-order, project-specific, quote-only, backordered, volume-priced, contract-priced, or non-cancelable and non-returnable items.
Items purchased under a written quote or purchase order when the quote, order acknowledgment, invoice, manufacturer rule, distributor rule, or supplier term states or implies that the item is final sale, special order, non-returnable, non-cancelable, or subject to supplier approval.
Opened hardware, installed hardware, used hardware, mounted equipment, configured equipment, powered-on equipment, or equipment placed into production, except where Primovant approves the return because of damage, incorrect shipment, dead-on-arrival review, or warranty handling.
Products with missing, removed, damaged, altered, mismatched, or unreadable serial numbers, service tags, asset tags, tamper seals, security seals, UPCs, manufacturer labels, or warranty labels.
Products missing original packaging, inserts, accessories, cables, power supplies, documentation, mounting hardware, rails, brackets, bezels, license cards, media, or other items included by the manufacturer.
Products damaged after delivery, including damage from misuse, improper installation, electrostatic discharge, liquid exposure, power events, mishandling, neglect, unauthorized repair, improper packaging, or shipping by the customer.
Storage devices, memory devices, computers, servers, mobile devices, or other equipment that contains customer data and has been opened, used, written to, registered, encrypted, enrolled, locked, or configured, unless Primovant approves the return in writing for a documented defect or warranty process.
Clearance, liquidation, final-sale, discontinued, end-of-life, manufacturer-restricted, security-sensitive, export-restricted, regulated, or limited-availability items identified as non-returnable in the listing, quote, invoice, or written order record.
Gift cards, store credits, promotional credits, service credits, and similar credits, unless required by applicable law.
Services, labor, consulting, discovery, implementation, configuration, support, managed services, installation, scheduling, freight coordination, white-glove handling, expedited handling, or other work once performed, scheduled, reserved, or consumed, except as stated in a separate written service agreement.

7. Quote, volume, purchase-order, and B2B purchases

Primovant supports direct checkout as well as written quotes for volume pricing, contract pricing, special B2B purchases, configured requirements, out-of-stock requests, and items that require technical, licensing, availability, or lead-time review.

Purchases made through a written quote, purchase order, invoice, or business procurement workflow may be subject to additional terms, including special-order restrictions, supplier return approval, manufacturer return restrictions, restocking fees, cancellation limits, minimum order quantities, project-specific sourcing, license terms, freight terms, or documented lead times.

When a written quote, purchase-order acknowledgment, invoice, statement of work, manufacturer term, publisher term, or supplier term conflicts with a general statement in this policy, the more specific written term for that order controls, except where applicable law requires a different result.

8. How to request a return or RMA

To begin a return, request a Return Merchandise Authorization before shipping anything back. Send your request in writing to support@primovant.com or open a support ticket through primovant.com.

Please include the following information in your request:

Order number, quote number, invoice number, or purchase-order number.
Customer name, company name if applicable, billing email, and shipping contact.
Product name, manufacturer part number, SKU, serial number, service tag, asset tag, and quantity.
Reason for the return request.
Whether the packaging is factory-sealed, opened, installed, configured, used, damaged, or missing materials.
Photographs of the product, serial number, packaging, shipping carton, damage, incorrect item, or defect, when relevant.
For defective or dead-on-arrival claims, a clear description of the fault, error messages, test results, and troubleshooting already completed.

Primovant will review the request and respond in writing. If the return is approved, Primovant will issue an RMA and provide return instructions. The RMA may include the approved item, approved quantity, return address, shipping method, packaging requirements, label instructions, restocking information, inspection requirements, and the date by which Primovant must receive the returned item.

9. Return address

Approved returns must be sent only to the return address provided in the RMA instructions. Unless Primovant provides a different return destination in writing, the return address is:

Primovant Returns
163 Town Place, Suite 43
Fairview, TX 75069
United States

Do not ship any product to Primovant without an RMA. Do not ship products to a manufacturer, distributor, supplier, publisher, carrier, or alternate facility unless Primovant instructs you to do so in writing.

10. Return shipping, packaging, and insurance

Return shipping responsibility depends on the reason for the return and the order record.

For change-of-mind returns, incorrect item ordered by the customer, changed requirements, duplicate orders, compatibility choices made by the customer, refused shipments, address errors, or other customer-controlled reasons, the customer is responsible for return shipping, insurance, and any approved shipping charges.
For verified defective items, dead-on-arrival items, wrong items shipped by Primovant, or verified transit damage, Primovant will pay for return shipping by providing a prepaid return label or another approved prepaid shipping method.
Freight, oversized, high-value, rack, server, power, battery, regulated, or specially handled returns require written logistics instructions before shipment. These items must not be returned through ordinary parcel service unless Primovant authorizes that method in writing.
Products must be packed in the original manufacturer packaging and then placed inside an appropriate outer shipping carton when required. Do not apply shipping labels, tape, stickers, or markings directly to retail or manufacturer packaging unless Primovant instructs otherwise.
The customer is responsible for loss or damage during return transit when the customer chooses, pays for, or controls the return shipment.

Primovant may reject a return if the item arrives damaged because of poor packaging, missing packaging, inadequate protection, unauthorized shipping method, or customer-controlled transit damage.

11. Inspection after Primovant receives a return

Receiving a returned item does not mean the return has been accepted or that a refund has been approved. After Primovant receives a returned item, we inspect the product, packaging, serial number, accessories, condition, order record, RMA approval, and reason for return.

After inspection, Primovant may:

Approve the return and issue a refund, credit, replacement, or other documented resolution.
Approve the return subject to a restocking fee, missing-item charge, damage charge, recovery charge, or adjustment allowed by the order terms.
Decline the return and return the item to the customer at the customer’s expense.
Hold the item while requesting additional documentation, photographs, manufacturer review, carrier review, publisher review, supplier review, warranty review, or fraud review.
Process the matter under a manufacturer warranty, carrier claim, publisher support process, or replacement workflow instead of a standard refund.

12. Restocking fees and deductions

No restocking fee applies to eligible factory-sealed returns that are approved by Primovant and received in the required condition within the RMA validity period.

A restocking fee of up to 15% may apply to opened, non-defective returns that Primovant approves as an exception. This includes approved returns involving opened packaging, customer change of mind, incorrect item ordered by the customer, changed requirements, duplicate orders, compatibility choices made by the customer, or similar customer-controlled reasons.

No restocking fee applies to returns approved because of a verified defect, dead-on-arrival issue, wrong item shipped by Primovant, or verified transit damage.

Refunds may still be reduced for missing accessories, missing packaging, damaged packaging, damaged product, used condition, missing documentation, unauthorized return shipping, freight, storage, address correction, carrier charges, payment adjustments, or other costs allowed by the order terms and applicable law.

13. Damaged shipments, shortages, and incorrect items

Inspect all Physical Products promptly upon delivery. Check the shipping carton, product packaging, product count, model number, manufacturer part number, serial number, visible condition, and included accessories before discarding any packaging.

Report visible damage, concealed damage, incorrect items, shortages, missing items, or shipping discrepancies in writing as soon as possible after delivery. Send the order number, shipment details, photographs, packaging photographs, product photographs, serial numbers, and a description of the issue to support@primovant.com or through the support portal on primovant.com.

Keep all original cartons, manufacturer packaging, inserts, pallets, wrapping, labels, freight paperwork, delivery receipts, and packing materials until Primovant confirms that they may be discarded. Carrier claims, supplier claims, manufacturer claims, replacement approvals, and damage investigations may require photographs, inspection, signed statements, or retention of the packaging.

If a damaged shipment, shortage, or incorrect item is confirmed, Primovant will determine the appropriate resolution, which may include replacement, repair, refund, credit, missing-part shipment, carrier claim, manufacturer claim, or another documented remedy.

14. Dead-on-arrival items and defective products

If a product appears to be dead on arrival or defective, contact Primovant in writing within 30 calendar days after delivery to request return or replacement review. Include your order number, product details, serial number, photographs if relevant, error messages, test results, and a clear description of the issue.

For approved dead-on-arrival or defective-product returns reported within 30 calendar days after delivery, Primovant may provide a prepaid return label or another approved prepaid return method and may arrange a replacement, repair, refund, credit, manufacturer claim, carrier claim, or another documented remedy.

After 30 calendar days from delivery, defective-product issues are generally handled under the applicable manufacturer warranty, publisher support process, or manufacturer service process. Primovant can help identify the applicable warranty path and provide proof-of-purchase documentation where available, but the manufacturer’s warranty terms will generally control after the 30 day dead-on-arrival return window has passed.

A defective-product report does not automatically qualify for a refund if the applicable manufacturer process provides repair, replacement, warranty service, technical support, license correction, or another remedy.

15. Software, licenses, subscriptions, and digital entitlements

Software and Digital Entitlements are generally non-returnable and non-refundable once a key, license, entitlement, subscription, activation, access record, publisher portal assignment, download link, renewal, upgrade, or provisioning notice has been issued, redeemed, activated, assigned, delivered, or made available.

This restriction applies because software licenses and digital entitlements cannot usually be returned to inventory after issuance and may be governed by publisher terms, end-user license agreements, subscription agreements, activation rules, support terms, identity assignments, or tenant assignments.

If you believe a software license, product key, subscription, or entitlement was not delivered as ordered, does not activate, was assigned incorrectly, or is otherwise defective, contact Primovant promptly at support@primovant.com. Primovant will review the order record and work toward a documented resolution, which may include corrected delivery, publisher escalation, entitlement review, replacement, credit, or another remedy where available.

16. Services, labor, and project work

Services, labor, consulting, discovery, implementation, configuration, managed services, support retainers, installation, project coordination, white-glove handling, freight coordination, and similar work are governed by the applicable quote, statement of work, service agreement, invoice, or written service terms.

Unless a separate written agreement states otherwise, fees for services already performed, reserved, scheduled, consumed, or delivered are not refundable. If a service issue arises, Primovant will review the written record and determine the appropriate documented remedy.

17. Order changes and cancellations

Contact Primovant in writing as soon as possible if you need to change or cancel an order. Cancellation is not guaranteed after an order is accepted, released for fulfillment, allocated, sourced, shipped, provisioned, licensed, assigned, configured, scheduled, or submitted to a manufacturer, publisher, distributor, carrier, or supplier.

Cancellation requests for Special-Order Items, volume purchases, quote-based purchases, purchase-order purchases, configured products, backordered products, software, digital entitlements, licenses, subscriptions, renewals, upgrades, freight shipments, and project-related purchases may be declined or may be subject to supplier approval, restocking fees, cancellation charges, recovery costs, or other written order terms.

If Primovant approves a cancellation before shipment, provisioning, licensing, allocation, or supplier commitment, Primovant will issue the appropriate refund, void, credit, or written order adjustment based on the original payment method and order record.

18. Exchanges and replacements

Primovant generally handles exchanges by processing an approved return and issuing a separate replacement order or new purchase. This helps preserve a clear written record for inventory, accounting, procurement, warranty, serial-number tracking, and shipping.

For damaged shipments, incorrect items, dead-on-arrival items, approved defective products, or approved warranty issues, Primovant may arrange a replacement, repair, manufacturer claim, carrier claim, credit, or refund depending on the product, availability, manufacturer process, and order record.

19. Refund method and timing

When a refund is approved, Primovant will issue the refund to the original payment method whenever practical. For orders paid by credit card, debit card, PayPal, Shop Pay, ACH, or another checkout method, the refund is generally returned through the same payment channel used for the original purchase.

For purchase-order, invoice, net-terms, account-based, or organization purchases, Primovant may issue a credit memo, account credit, corrected invoice, replacement invoice, refund to the original payment source, or another written accounting adjustment appropriate to the order record.

Primovant generally processes approved refunds within 10 Business Days after the returned item is received, inspected, and approved. Bank, card issuer, payment processor, ACH, PayPal, Shop Pay, or financial-institution processing times are outside Primovant’s control and may require additional time before funds appear in the customer’s account.

Original shipping charges, expedited shipping charges, freight charges, handling charges, white-glove fees, special handling fees, service fees, installation fees, configuration fees, license fees, digital delivery fees, and similar charges are not refundable unless Primovant determines that a refund is appropriate because of a documented Primovant error or unless applicable law requires a different result.

20. Taxes, duties, and government charges

When a taxable transaction is refunded, applicable sales tax collected by Primovant will be refunded or credited as required for the approved refund amount and applicable tax rules.

Primovant does not control government filing requirements, exemption documentation, buyer tax status, tax-exempt certificates, import charges, customs duties, destination charges, carrier brokerage fees, or government assessments that are outside Primovant’s transaction record. Tax adjustments for organization, exempt, or invoice-based purchases may require written documentation and review by Primovant’s billing team.

21. Customer data and returned equipment

Before returning any computer, server, storage device, memory device, mobile device, networking appliance, firewall, security device, media, or equipment capable of storing data, the customer is responsible for backing up, removing, wiping, deleting, unlinking, unenrolling, unlocking, and protecting all data, credentials, accounts, licenses, keys, certificates, passwords, tenant assignments, remote-management profiles, encryption keys, personal information, confidential information, and organization information.

Do not send confidential, regulated, personal, proprietary, classified, protected health, payment-card, security-sensitive, or customer-owned data to Primovant unless Primovant has expressly agreed in writing to a specific handling process. Primovant is not responsible for data, credentials, accounts, or information left on or in returned products.

Products that are locked, enrolled, encrypted, password-protected, activation-locked, tenant-bound, asset-bound, or otherwise not restorable to transferable condition may be rejected, delayed, returned to the customer, or processed subject to manufacturer or warranty limitations.

22. Manufacturer warranties

Physical Products generally carry the applicable manufacturer warranty, if any. Warranty terms, coverage, duration, exclusions, registration requirements, replacement process, repair process, and remedies vary by manufacturer and product.

Primovant can help identify the applicable manufacturer warranty, provide proof-of-purchase documentation where available, and assist with a documented warranty path. Manufacturer warranty service may require direct manufacturer registration, troubleshooting, diagnostic logs, serial-number verification, photographs, defective-part return, repair authorization, or replacement handling under the manufacturer’s rules.

This Returns and Refund Policy does not replace, expand, or limit any manufacturer warranty, publisher license term, statutory right, or non-waivable customer protection that applies to a specific purchase.

23. Refused, undeliverable, and returned shipments

If a shipment is refused, undeliverable, unclaimed, returned by the carrier, delayed because of incorrect address information, rejected at the receiving location, or returned because required receiving personnel were unavailable, Primovant will review the carrier record and order record.

Reshipment, address correction, storage, freight, return freight, restocking, cancellation, recovery costs, and refund eligibility will be determined based on the product, shipment type, order terms, carrier charges, supplier terms, and applicable law. Shipping charges and carrier costs for customer-caused delivery failures are generally not refundable.

24. Fraud prevention, abuse, and compliance review

Primovant may decline, delay, or limit a return, refund, replacement, cancellation, or warranty request when the order record, product record, serial number, payment record, shipping record, account activity, return history, or documentation indicates possible fraud, abuse, mismatch, tampering, altered labels, serial-number inconsistency, unauthorized resale, restricted export, diversion risk, chargeback abuse, or another compliance concern.

Primovant may require additional verification before processing a return or refund, including identity confirmation, organization confirmation, payment verification, shipping confirmation, product photographs, serial-number photographs, manufacturer review, publisher review, supplier confirmation, carrier investigation, or written statements.

25. Non-waivable rights and applicable law

This policy is intended to describe Primovant’s standard return and refund practices for the purchases it supports. Nothing in this policy is intended to limit, exclude, or waive any warranty, cancellation, refund, consumer-protection, or other right that cannot be limited, excluded, or waived under applicable law.

Primovant primarily structures fulfillment and support for United States transactions. If an order is legally subject to mandatory consumer withdrawal, cooling-off, cancellation, refund, warranty, or return rights in another jurisdiction, those non-waivable rights apply to the extent required by law.

26. Policy updates

Primovant may update this Returns and Refund Policy from time to time. The Effective Date, Last Updated date, and Version shown above identify the current policy version. The policy posted on primovant.com at the time of purchase applies to that purchase unless the order record states otherwise or applicable law requires a different result.

27. Contact information

For returns, refunds, defective items, dead-on-arrival review, damaged shipments, incorrect items, order questions, software delivery issues, warranty help, or general support, contact Primovant in writing at support@primovant.com or open a support ticket through primovant.com.

For quotes, volume pricing, contract pricing, special B2B purchases, or pre-purchase questions, use the Request a Quote form on primovant.com.

Mailing address:

Primovant Systems LLC
163 Town Place, Suite 43
Fairview, TX 75069
United States