Refund policy

Return and Refund Policy

Effective Date: May 24, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Prime Works Depot website located at https://www.PrimeWorksDepot.com.

Prime Works Depot is operated by Caldera Supply Group LLC.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Hours: Monday through Friday, 9:00 AM – 5:00 PM PT

 

3. Return Eligibility

Returns may be accepted within 14 days of delivery for eligible products, subject to approval by Prime Works Depot and the conditions outlined below.

Due to the nature of industrial equipment, certain items may be subject to manufacturer return policies, restocking fees, or non-returnable status.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.

  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact Customer Service:
Email us at support@PrimeWorksDepot.com or call (833) 408-4023 within 14 days of receiving your order.

Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

Package the Item Safely:

  • Securely pack the item in its original packaging.

  • Ensure all accessories, manuals, and free gifts are included.

Include Documentation:

  • Include the return authorization form and any necessary supporting documents or images.

Attach Shipping Label:

  • Download and print the return shipping label provided in our email.

  • Affix the label to the outside of the package.

4.3 Shipping the Return

Shipping Method:
Customers should use a trackable shipping service and provide tracking information for all approved returns. Freight returns may require coordination with Prime Works Depot and the manufacturer.

Return Window:
Ship the item within 14 days after receiving the return authorization.

5. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item is confirmed to be defective, damaged in transit, or incorrectly shipped by Prime Works Depot.

Freight return shipping costs may vary depending on product size, shipping method, and manufacturer requirements.

6. Specific Return and Refund Conditions

Certain products may be subject to manufacturer-specific return policies, approval requirements, or restocking fees.

6.1 Returns Due to Change of Mind

Eligibility:

  • Items must be unused, undamaged, and in original packaging.

  • Return request must be made within 14 days of receipt.

Refund:
A refund will be issued to the original payment method, minus a 25% restocking fee.

6.2 Defective or Damaged Goods

Notification:
Customers must report shipping damage or defects within 48 hours of delivery and provide supporting photos when applicable.

Documentation:
Freight shipments should be inspected upon delivery and any visible damage must be noted on the carrier delivery receipt before signing.

Resolution:
We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

Notification:
Inform us immediately upon receipt.

Resolution:
We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

Notification:
Contact us if your product does not arrive within the estimated delivery time.

Resolution:
We will initiate an investigation with the carrier.
If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

Before Shipment:
You can cancel your order for a full refund if it has not yet been shipped.

After Shipment:
If the order has already been shipped, please follow the return procedure after receiving the product.

 

7. Non-Returnable Items

The following items may not be eligible for return or refund:

  • Custom-configured equipment
  • Special-order products
  • Opened software or digital licenses
  • Products damaged due to misuse, improper installation, or unauthorized modification
  • Products identified as non-returnable by the manufacturer


8. Refunds

8.1 Refund Conditions

Approval:
Refunds are issued after we receive and inspect the returned item.

Notification:
We will notify you via email regarding the approval or rejection of your refund.

Condition:
Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

Method:
Refunds will be processed to the original payment method used at the time of purchase.

Time Frame:
It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues: Items not in original condition, damaged, or missing parts for reasons not due to our error.

  • Late Returns: Items returned outside the 14-day return window may not be eligible for refund.

9. Exchanges

Eligibility:
We replace items if they are defective, damaged, or incorrect.

Process:
To request an exchange, contact us at support@PrimeWorksDepot.com.

Shipping Costs:
No cost to the customer for exchanges (covered by Prime Works Depot).

10. Timelines

  • Return Window: Returns must be reported and shipped within 14 days of receiving the product.

  • Return Processing: After receiving and inspecting the returned item, we will process the refund within 14 days. 

  • Refund Period: It may take up to 14 days for the refund to appear in your account after approval.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information, please:

Prime Works Depot

Prime Works Depot is operated by Caldera Supply Group LLC.

Las Vegas, NV, United States

Phone: (833) 408-4023
Email: support@PrimeWorksDepot.com
Business Hours: Monday through Friday, 9:00 AM – 5:00 PM PT