Refund and Return Policy

1. General Policy

We accept return requests only for eligible items purchased directly from our website. All returns and refunds are subject to inspection, approval, fraud review, and compliance with this policy.

We reserve the right to deny any request that does not meet the conditions below.

2. Return Window

• Return requests must be submitted within 14 calendar days of confirmed delivery.
• Requests made after the return window may be denied.
• Delivery date is based on carrier tracking records.

3. Eligible Items for Return

An item may qualify for return if it is:

• Received damaged in transit
• Defective upon arrival
• Incorrect item shipped
• Unopened and unused in original condition
• Missing major components due to packing error

To be eligible, products must include:

• Original packaging
• Accessories, manuals, cables, inserts
• Proof of purchase
• No signs of misuse, tampering, or alteration

4. Non-Returnable / Non-Refundable Items

For hygiene, security, technical integrity, and fraud prevention reasons, the following are generally non-returnable unless defective on arrival:

• Opened or used electronics
• Activated smart devices
• Software, downloadable products, or digital content
• Custom or special-order items
• Clearance or final sale products
• Items damaged by misuse, improper installation, water damage, impact, or unauthorized repair
• Products missing serial numbers or altered labels
• Gift cards (if applicable)

We may also deny returns where abuse or suspicious activity is detected.

5. Spy Tech / Security Product Condition Rules

Because many products involve surveillance, recording, tracking, or security functionality:

• Returned items may be inspected for tampering or misuse
• Devices containing user data may be reset or securely wiped when possible
• Customers should remove personal data before return shipment
• We are not responsible for data left on returned devices

6. How to Request a Return

To request a return, contact us with:

• Full name
• Order number
• Email used for purchase
• Product name
• Reason for request
• Photos/videos if damaged or defective

Contact: support@primalfocusgear.com

Unauthorized returns sent without approval may be refused.

7. Return Authorization

If approved, you may receive:

• Return instructions
• Return shipping address
• Return authorization number (if required)

Approval to ship back an item does not guarantee refund approval until inspection is completed.

8. Return Shipping Costs

Unless the return is due to our error (wrong item or verified defect on arrival):

• Customer is responsible for return shipping costs
• Original shipping fees are non-refundable
• We recommend tracked and insured shipping

We are not responsible for items lost in return transit.

9. Inspection & Processing

After receiving the returned item, we may inspect it for:

• Condition and completeness
• Signs of use or damage
• Serial number match
• Fraud indicators
• Eligibility under this policy

Processing may take 5–10 business days after receipt.

10. Refund Methods

If approved, refunds are issued to the original payment method only.

We do not issue refunds to alternate cards, bank accounts, wallets, or third parties.

Refund timing depends on your payment provider and bank.

Typical timing after approval:

• Card refunds: 5–10 business days
• Other methods: subject to provider timelines

11. Partial Refunds

We may issue partial refunds for:

• Missing accessories or packaging
• Open-box items with diminished value
• Signs of handling beyond basic inspection
• Customer-caused damage
• Restocking or processing costs where permitted by law

12. Exchanges / Replacements

Where appropriate, we may offer:

• Replacement item
• Store credit
• Equivalent product exchange

Availability is not guaranteed.

13. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, contact us within 48 hours of delivery with photos of:

• Outer packaging
• Shipping label
• Product received
• Damage visible

Late claims may be limited by carrier rules.

14. Chargebacks & Payment Disputes

We encourage customers to contact us first before filing a payment dispute.

Fraudulent or abusive chargebacks may be contested with supporting evidence including:

• Order confirmation
• Shipment tracking
• Delivery confirmation
• Communication history
• Product usage or activation data where legally permitted

Accounts associated with abuse may be restricted from future purchases.

15. Order Cancellation

Orders may only be canceled before shipment or fulfillment begins. Once processed, shipped, or specially prepared, cancellation may not be possible.

16. Refused Deliveries / Undeliverable Packages

If a package is refused or returned due to customer error (wrong address, refusal, non-collection):

• Original shipping charges are non-refundable
• Return carrier fees may be deducted
• Refunds, if any, occur after item return inspection

17. International Orders

International customers are responsible for customs duties, VAT, import fees, and local compliance.

Refunds are not guaranteed for items delayed, refused, or seized by customs due to local laws.

18. Consumer Rights

Nothing in this policy limits rights that cannot be waived under applicable consumer protection laws.

19. Contact Us

Primal Focus Gear
Email: info@primalfocusgear.com
Website: primalfocusgear.com

20. Policy Updates

We reserve the right to modify this Refund & Return Policy at any time. Updates will be posted with a revised effective date.