Primalon provides a 1-year limited warranty against manufacturing defects. Warranty terms and how to file a claim are outlined below.

1-Year Limited Warranty

Primalon products are backed by a 1-year limited guarantee starting from the day your order is delivered. If your product has an issue that isn’t caused by improper use, accidental damage, or normal wear, our team will guide you through the next steps and help resolve it.

If the warranty case is confirmed and the item is in stock, a replacement is typically shipped within 2-5 business days after the inspection is complete.


What does the warranty cover?

Our warranty is designed to protect you from problems that shouldn’t happen with normal, intended use. Examples may include:

• Product not powering on or shutting off unexpectedly
• Controller issues that prevent normal operation
• Manufacturing defects in materials or components
• Performance issues caused by a confirmed hardware fault

If you’re unsure whether your situation qualifies, reach out anyway - we’ll walk through it with you and give you a clear answer.


What’s not covered?

To keep the warranty fair for everyone, it does not cover:

• Improper use or improper care (using against instructions, misuse, neglect)
• Normal wear and tear or aging of materials over time
• Damage from accidents, impact, improper storage, or exposure to water/humidity beyond what’s recommended
• Products not purchased directly from Primalon (or an authorized retailer)
• Products that were fully refunded (via a return, goodwill resolution, chargeback, or any other refund scenario)

This page is meant to be helpful and transparent, not tricky - if you have questions, we’ll help you sort it out.

How to start a warranty claim

To help you quickly, please email our support team with:

1. Your order number (or the email used at checkout)
2. A short description of what’s happening
3. Photos or a short video showing the issue
4. If relevant: when it started, and what troubleshooting you’ve already tried

We aim to respond within 1 business day and will guide you through the next steps.

Support Email: support@primalon.co


Replacements (and when we request a return)

If your issue is confirmed under warranty, we’ll typically arrange a replacement. In some situations, we may ask for the item to be returned for inspection - and when that’s required for a warranty case, we’ll provide the instructions and the appropriate return label.

Returns
Looking for return information instead of a warranty issue? See our Return & Refund Policy.

Need help? We’re here.

If you have questions about warranty coverage, troubleshooting, replacements, or next steps, reach out to our support team. Email support@primalon.co with your order number, and we'll walk you through it.

Email: support@primalon.co
Support response goal: Within 1 business day