Refund and Returns Policy
Effective Date: 27/2/2026
This Return & Refund Policy applies to purchases made through https://primesgear.com.
Primes Gear is operated by SS Digital House – F.Z.E, registered in the United Arab Emirates.
We aim to provide a fair and transparent return process for our customers in accordance with applicable UAE consumer protection regulations.
1. Return Eligibility Period
Customers may request a return within 7 to 10 calendar days from the date of delivery.
Return requests submitted after this period may not be accepted.
2. Conditions for Return
To be eligible for a return:
- The item must be unused and in its original condition
- The item must be returned in original packaging
- All accessories, manuals, and free items (if any) must be included
- Original invoice or proof of purchase must be provided
Returns may be rejected if the product:
- Shows signs of use, damage, or alteration
- Is missing parts or original packaging
- Was damaged due to misuse or improper handling
3. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, or product-specific restrictions.
If a product is non-returnable, this will be clearly mentioned on the product page.
4. Damaged, Defective, or Incorrect Items
If you receive:
- A damaged product
- A defective item
- An incorrect item different from your order
Please contact us within 48 hours of delivery at:
Email: info@primesgear.com
Phone: +971 504522001
We may request clear photos of the product and packaging for verification.
After verification, we will arrange replacement or refund as applicable.
5. Return Process
To initiate a return:
- Contact our customer support within 7–10 days of delivery.
- Provide order number and reason for return.
- Await return confirmation instructions.
Returns should not be sent without prior approval.
Return shipping charges may apply unless the item was defective or incorrect.
6. Refund Process
Once the returned item is received and inspected:
- Approved refunds will be processed within 7–14 working days.
- Refunds will be issued to the original payment method.
Refund Methods:
- Card payments → Refunded to original card
- Cash on Delivery (COD) → Refunded via bank transfer (customer must provide valid bank details)
Shipping and delivery charges are non-refundable unless the return is due to our error.
7. Order Cancellation
- Orders may be cancelled before dispatch.
- Once the order has been shipped, cancellation is not possible. The return process will apply instead.
Primes Gear reserves the right to cancel orders due to pricing errors, stock unavailability, or suspected fraudulent activity.
8. Inspection & Approval
All returned products are subject to inspection.
Refunds or replacements are processed only after confirming that the returned item meets eligibility conditions.
9. Contact Information
For return and refund inquiries:
Company Name: SS Digital House – F.Z.E
Registered Address: Office – C1 – 1F – SF7345
Sheikh Rashid Bin Saeed Al Maktoum Street
Al Bustan – 1, Ajman Free Zone,
Ajman, United Arab Emirates
Website: https://primesgear.com
Customer Support Email: info@primesgear.com
Contact Number: +971 504522001
Customer Support Hours: Monday – Friday, 9:00 AM – 6:00 PM
