Customers are responsible for ALL return shipping charges on merchandise for any reason.
Please ship using a carrier that provides a tracking number, insurance and proof of delivery. We recommend UPS.
PrimoChill.com will not be responsible for items lost by the carrier.
Valid proof of delivery must include the receipt signature of an authorized PrimoChill.com employee.
Special / Custom Products:
Certain products cannot be returned or exchanged.
Most of PrimoChill.com’s products are custom made to order. Therefore, returns are only accepted on unused parts that can be resold, and if the item is defective, replacement services may be provided. Items such as Kobra cables and Kobra cable sets are built to order and are based on your color selection. These are considered custom made to order and are an example of non returnable.
Liquid Cooling products, customized products, sleeved products, and certain specially marked products are not accepted for returns due to the custom or delicate nature of the products. If one of these products is defective, replacement services may be provided.
Shipping Charges for Returns
PrimoChill.com provides shipping to the sender only.
Unless otherwise noted, shipping on products and returns is non-refundable, and returning a product comes at the expense of the customer. Customer will be responsible for paying shipping to PrimoChill.com.
In the event an incorrect item is shipped in your order, the correct item / replacement will be shipped using the same method as the original order.
Store Credit Policy
PrimoChill.com will issue a store credit in most cases. Please retain the store credit number to use on future purchases. This number can be entered on the check-out screen when you are ready to use it.
Store credits are valid for One (1) year from the date of issue.
Exchange and Cancellation Policy
From time to time, PrimoChill.com may, in its sole discretion, exchange products or portions of a product. Any exchanges will be made in accordance with PrimoChill.com’s exchange policies in effect on the date of the exchange.
We ask that you make sure when you place your order that you have educated yourself on the products and realize before you finalize your order that changes or cancellations will result in fees.
A 5% Service Fee will be deducted on all canceled orders even though the order hasn’t shipped. All orders are custom made to order so if we have started your order, fees may apply.
If a shipped order is refused or returned undeliverable there will be a resulting 20% restocking fee, a $10.00 Service Fee and no refund on shipping.
All UPS packages are fully insured.
If you receive a damaged package, you must notify us within 7 business days.
Sending back damaged merchandise voids the shipping insurance and no credit will be given. Damaged packages must be held for five days with original packaging for UPS inspection.
PrimoChill.com systems and parts that are purchased directly from PrimoChill.com by an end-user customer may be returned by Customer in accordance with PrimoChill.com’s “Return Policy” in effect on the date of the invoice.
Products returned for credit must be received within 30 days of invoice date and a 20% restocking fee will apply.
PrimoChill.com will not assess a restocking fee for defective products. If a customer is misleading about the defect and evidence of incorrect install/use or tampering has occurred, the return my denied and a higher restock fee may be assessed or the return may be completely denied.
A qualified PrimoChill.com technician will test each returned product for defects.
Custom or customized products, cases, chassis, desks, radiators and test benches are returnable for repair or replacement only in event of defect. Items cut to a specified length or manufactured to custom chosen specifications are considered custom items. This includes anything cut off a spool (wire, sleeving, tubing) and any cables.
All returned items must be in like new condition with all related parts including screws, manuals, etc. If you have lost, thrown away, scratched or opened sealed boxes or bags – we will not accept the item!
Returns will not be accepted without a copy of the receipt and a note detailing the problem. We ask that customers please contact us via our support center to confirm whether an item needs to be replaced or returned.
Liquid Cooling Returns:
Unfortunately due to the delicate nature of liquid cooling items, we can only offer repair or replacement for the same item in the event of a manufacturing defect. We do not accept opened item returns on these products, so make sure to always check compatibility and measurements before purchasing, as all sales are final once the item has been opened or original packaging is altered/discarded. This would require all factory seals to be intact on external and internal packaging. We offer measurements in the specifications tab on most product pages to assist in purchasing the correct products for your needs. We specifically do this so that there is never a need for you to remove them from the package to see if they will fit. The majority of liquid cooling items are made with materials extremely prone to tarnishing and scratching and we need to ensure to each customer that they are receiving new, untouched products as we do not sell any used or open box items on our site unless specifically stated. Cooling fluids and liquids are not allowed back due to the nature of the products and their fragility during shipping. Customized products such as reservoirs with pumps installed are considered a custom item and cannot be returned. Unopened, still-sealed liquid cooling products are subject to inspection and returnable for store credit only. All returns on liquid cooling products must be made within 7 days of receiving your order due to the ever-changing landscape of hardware these products cool.
User modified items such as sleeving or any other modifications, may void the manufacturer’s warranty of your product.
Manufacturer’s warranties may be void if a product has been tampered with in a way in which it was not designed. This includes any alterations, attempts to fix issues with product, cutting, gluing, taping, sealing, caulking, sanding, shaving, etc. Please always contact us regarding warranties before attempting anything that would change the product from its stock form.