Returns & RMA Process
Thanks for choosing PrimeTech Global. We stand behind every product we ship, but we know that, occasionally, things don’t go to plan. If a product arrives damaged, faulty, or simply isn’t what you ordered, our Return Merchandise Authorisation (RMA) process gets you sorted quickly and without fuss.
1. Check Eligibility
Before lodging a request, please make sure:
The item was purchased from PrimeTech Global.
The problem is covered under the manufacturer’s warranty or our standard returns policy.
The product is in its original condition and packaging (unless faulty).
You have proof of purchase (invoice or order confirmation).
Custom‑made items, consumables, and products damaged through misuse are not eligible for return unless required by law.
2. Complete the RMA Form
Click the button below to open our online RMA form or scan the QR code from your smart device. Tell us what went wrong, attach photos if you can, and hit Submit. The form takes less than five minutes if you have all the information ready, and gives our team all the detail needed to fast‑track your RMA.
3. Confirmation & RMA Number
As soon as you submit the form you’ll receive an automatic confirmation email. It contains:
Your unique RMA number (keep this handy).
A summary of your claim.
Hold tight while we assess your request.
4. Approval & Return Instructions
Our team reviews every RMA submitted. If your return is approved we’ll send you a second email with the approval and the return shipping address.
Please do not ship the product until you receive these instructions. Items received without approval will be rejected or delayed.
5. Pack & Ship
Label clearly – print the RMA number on the shipping label and on the outside of the box.
Use original packaging where possible or equivalent protective materials.
Remove old shipping labels to avoid confusion.
Insure your parcel (optional) – you’re responsible for the goods until we sign for them.
Please note that freight is at your expense.
6. Inspection & Resolution
Once your parcel lands, our technicians log it into our service queue and assess it. We’ll keep you in the loop by email. Typical outcomes are:
Repair: Fault is fixed and the item is returned to you.
Replacement: You receive a like‑for‑like unit.
Credit/Refund: We issue credit or refund.
If the fault is not covered by warranty, we’ll send you a repair quote before proceeding. Unclaimed items after 60 days may incur storage fees.
Need Help?
Our team is here Monday–Friday, 8 am–5 pm AEST.
- Phone: 1300 159 299
Live Chat: Bottom‑right corner of this page during business hours.
We aim to make returns painless, so don’t hesitate to reach out if you’re unsure about any step. We’ll get you back up and running, fast.