Refund policy

B2B Return, Inspection & Claim Policy

At Prime Profiles Pro, we supply commercial and industrial-grade aluminum extrusion profiles, hardware, and modular accessories. Due to the industrial nature of our products and customized cut-to-length orders, our return and refund policy is structured for B2B procurement as outlined below.

1. Custom Cut & Fabricated Items (Final Sale)
All aluminum extrusion profiles that are cut to custom lengths, drilled, tapped, or machined according to customer specifications or submitted bills of materials (BOM) are considered Final Sale and are non-returnable and non-refundable, except in the event of manufacturing defects or verified dimensional errors exceeding agreed tolerances.

2. Standard Uncut Profiles & Stock Accessories
For standard uncut catalog profiles and standard packaged hardware accessories (such as brackets, fasteners, nuts, and end caps):

  • Return requests must be submitted within 14 days of delivery.
  • Items must be in original, unused, resalable condition in original bulk packaging with no scratches or handling damage.
  • Returns are subject to prior written approval (RMA - Return Merchandise Authorization). Unauthorized returns will not be accepted.
  • Return freight and any applicable customs/import duties are the responsibility of the buyer unless the return is due to our shipping error.

3. Inspection & Damage Claims (Upon Delivery)
Please inspect your shipment thoroughly upon receipt:

  • Shipping Damage: If packages arrive visibly damaged or crushed, note the damage on the delivery bill of lading (BOL) / carrier receipt and take clear photos/videos immediately.
  • Defects or Shortages: Any claims regarding transit damage, missing items, or manufacturing defects must be reported to us within 7 business days of delivery.
To initiate a claim, please contact our support team at 1010329266@qq.com with your order number, photos/videos of the issue, and description of the defect. We will evaluate the claim promptly and provide a resolution (such as replacement, parts reissue, or credit).

4. Order Cancellations
Standard orders may be cancelled prior to production or processing. Once custom cutting, packaging, or profile machining has commenced, orders cannot be cancelled or modified.

5. Contact Information
For any questions regarding commercial orders, claims, or return authorizations, please contact our B2B service team at 1010329266@qq.com.