Refund Policy

Primex Global FZE is committed to fair and transparent commercial practices. This Refund Policy sets forth the terms under which refunds, returns, or cancellations may be requested for goods and services procured from the Company. All refund requests are evaluated on a case-by-case basis in accordance with the original Agreement and the nature of the transaction.

Refunds may be considered under the following circumstances: • Goods: Products that are defective, damaged during transit, or materially different from the agreed specifications upon delivery. • Services: If the Company fails to commence work within the agreed timeframe due to internal reasons, or if deliverables fundamentally deviate from the documented scope and the deviation cannot be remedied within a reasonable period. • Cancellations: Orders cancelled by the Client before shipment or before commencement of service work, subject to any non-recoverable costs incurred. Refunds are not available for change of mind, voluntary cancellation after work has commenced, or where the goods or services have been accepted and used in the ordinary course of business.

For computer hardware, servers, networking equipment, and other physical IT assets: • Returns must be requested within fourteen (14) calendar days of delivery. • Goods must be returned in original packaging, with all accessories, manuals, and documentation intact. • The product must be unused, unaltered, and in resalable condition. • Special-order, customized, or configured equipment is non-returnable unless defective. • Refunds for hardware will be processed after inspection and verification of the returned goods. Shipping costs for returns are borne by the Client unless the return is due to a Company error. • Manufacturer warranty claims shall be handled in accordance with the original equipment manufacturer's warranty terms.

For software development, e-commerce platforms, and digital solutions: • Deposits and milestone payments are non-refundable once the corresponding development work has commenced, unless the Company fails to deliver the agreed milestone within sixty (60) days of the scheduled date. • If the Agreement is terminated by the Client for convenience, the Client shall pay for all work completed up to the termination date, and any prepaid amounts for unstarted work may be refunded at the Company's discretion. • Subscription-based or recurring services may be cancelled with thirty (30) days' written notice. No refunds are provided for partial billing periods. • Source code, licenses, and intellectual property are not returnable once delivered and accepted.

For goods sourced and supplied through our general trading operations: • Returns are accepted only for defective or non-conforming goods reported within seven (7) calendar days of receipt. • Perishable, consumable, or custom-ordered goods are non-returnable. • Refunds will be issued to the original payment method within fourteen (14) business days after the returned goods are received and inspected. • The Company reserves the right to charge a restocking fee of up to 15% for returns that are not due to Company error.

To request a refund, the Client must: 1. Submit a written refund request to hello@primexglobal.ae with the subject line "Refund Request — [Invoice Number]". 2. Include the original invoice, proof of payment, and a detailed explanation of the reason for the refund. 3. For goods returns, include photographic evidence of the defect or damage where applicable. The Company will acknowledge receipt within two (2) business days and provide a decision within ten (10) business days. If approved, refunds will be processed within fourteen (14) business days to the original payment method.

No refunds will be granted for: • Goods or services that have been used, modified, or damaged by the Client. • Goods purchased through promotional or clearance sales marked as non-refundable. • Services where the Client has approved deliverables and the project has reached final acceptance. • Delays caused by the Client's failure to provide required information, access, or approvals. • Third-party products or services resold by the Company, which are subject to the original supplier's refund policy.

If a refund request is denied and the Client disagrees with the decision, the matter shall be escalated to senior management for review. If the dispute remains unresolved, the parties agree to mediation in Dubai, UAE, prior to pursuing formal arbitration under the terms specified in our Terms and Conditions.

For questions regarding this Refund Policy or to submit a refund request, please contact: Primex Global FZE Free Zone Authority, Dubai United Arab Emirates Email: hello@primexglobal.ae Phone: +971 4 000 0000