Prime Laptop sells refurbished equipment, and refurbished equipment is bought with more questions attached than new equipment is. This page sets out exactly what happens if a machine needs to come back.

The Return Window

You have 30 days from the delivery date to request a return. The delivery date is the date recorded by the carrier that delivered the parcel. Requests made after day 30 fall outside this policy.

Condition Required

To be accepted, a returned laptop must be:

  • Unused beyond what is reasonably needed to check it works as described
  • Complete, with the power adapter and every accessory that shipped with it
  • In its original packaging, including the protective inner packaging
  • Free of any damage that occurred after delivery
  • Signed out of all accounts and, where the operating system supports it, with any activation or device lock removed

A device that arrives still locked to an account cannot be inspected or resold, and cannot be refunded until the lock is cleared by the customer.

Getting an RMA

Every return needs a Return Merchandise Authorisation number before it is sent back. Parcels arriving without one cannot be matched to an order and will delay the refund.

  1. Email support@primelaptop.shop, or call (217) 859-3879 during support hours, with your order number and the reason for return.
  2. Prime Laptop replies with an RMA number and the return address.
  3. Write the RMA number clearly on the outside of the parcel.
  4. Pack the laptop in its original packaging, inside an outer shipping box. Do not apply carrier labels to the product packaging itself.
  5. Send it with a tracked service and keep the tracking number.

Who Pays Return Shipping

If the return is a change of mind — wrong model chosen, no longer needed, found something else — the customer pays return shipping.

If the item arrived defective, physically damaged, or is not the item that was ordered, Prime Laptop pays return shipping and will supply a prepaid label.

There is no restocking fee on any return, in either category.

What Cannot Be Returned

  • Opened software, and any software licence key once it has been supplied or redeemed
  • Digital goods
  • Items that were personalised, or configured to your specification after ordering — for example a build with memory or storage changed at your request
  • Items sold as final sale or clearance, which are identified as such on the listing at the time of purchase

Damaged, Wrong or Missing Items

Report these to support@primelaptop.shop within 7 days of the delivery date.

For damage, attach photographs: the outer shipping box from several angles including any crush or puncture, the inner packaging as it sat in the box, and the damage to the laptop itself. Photographs are required — carrier claims are not accepted without them.

Prime Laptop files the claim with the carrier. You are not asked to deal with the carrier yourself. Once the claim is lodged, the resolution — replacement where an equivalent unit is in stock, or refund — proceeds without waiting for the carrier to conclude its own process.

For a wrong item, a prepaid return label is issued and the correct unit dispatched.

For a parcel marked delivered that you have not received, see the Shipping Policy section on undelivered parcels; the same 7-day reporting window applies.

Refunds

Refunds are issued to the original payment method used for the order. No other method is available.

Once the returned laptop reaches Prime Laptop, it is inspected — powered on, function-tested, and checked against the condition requirements above. Inspection is normally completed within 2 business days of arrival.

The refund is issued 5 to 10 business days after inspection is complete. How quickly it then appears on your statement is determined by your card issuer, not by Prime Laptop.

Original outbound shipping is refunded where the return is due to a defect, damage or a wrong item. On change-of-mind returns, outbound shipping is not refunded.

If a returned unit fails inspection — it is damaged beyond the condition it shipped in, incomplete, or still account-locked — you will be contacted with the findings and the options before anything further is done.

Exchanges

Exchanges are offered on defective, damaged or incorrect items only, and are subject to an equivalent unit being in stock. Because refurbished inventory turns over and individual units are not interchangeable in the way new stock is, an exact match is not always available. Where it is not, the resolution is a refund.

Change-of-mind exchanges are not offered. Return the item under this policy and place a fresh order.

Cancelling Before Dispatch

An order can be cancelled at any point before it is dispatched. Email support@primelaptop.shop within 24 hours of placing the order to request cancellation, quoting the order number.

Since orders are processed within 1 to 2 business days, a cancellation request needs to arrive quickly to catch the order in time. If the parcel has already gone out, the cancellation becomes a return under this policy.

Before You File a Chargeback

If something has gone wrong with an order — it has not arrived, it is not what you expected, a charge looks unfamiliar — contact Prime Laptop first at support@primelaptop.shop or (217) 859-3879. Most issues are resolved within a day or two of getting in touch.

A chargeback filed before support has had a chance to look at it typically takes considerably longer to resolve than the direct route, freezes the order while the dispute runs, and prevents Prime Laptop from acting on it in the meantime. The direct route is faster in nearly every case.

Contact

Prime Laptop
1239 E Riverside Ave, Decatur, IL 62521
support@primelaptop.shop
(217) 859-3879
Support hours: Monday – Friday, 9:00 AM – 5:00 PM CT