IMER USA STEP-UP 120 Safety Grate

Please allow your items to arrive within 4–7 business days, depending on your location and product availability.

Effective Date: September 14, 2026

1. Overview (Quick Reference)

• Return Window: 30 days from delivery
• Product Condition Accepted: New (unused, undamaged, original packaging) for change-of-mind returns; any condition for defective or damaged items
• Return Method: By mail
• Return Shipping Cost: Customer pays for change-of-mind returns; Prime Machinery Supply covers defective or damaged items
• Restocking Fee: 25% for change-of-mind returns; 0% for defective or damaged items
• Refund Processing Time: 7 days after we receive and inspect the returned item
• Refund Method: Original payment method
• Exchanges: Accepted for defective, damaged, or incorrect items

2. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Prime Machinery Supply website located at primemachinerysupply.com ("Website") and shipped to customers within the contiguous United States.

3. Contact Information

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

Email: support@primemachinerysupply.com

Phone: 380-230-3405

Address: 6472 Crab Apple Drive, Canal Winchester, OH 43110, United States

Hours: Monday to Friday, 9 AM to 5 PM EST

4. Return Eligibility

Customers have the right to return products within 30 days of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.

4.1 Conditions for Return

• For Non-Defective Returns (Change of Mind): The product must be new, unused, undamaged, and in the same condition that you received it, in its original packaging. Certain items (such as personalized or perishable goods) may not be eligible for return.
• For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
• Proof of Purchase: A receipt or proof of purchase is required for all returns.

5. Return Process

5.1 Initiating a Return. Contact Customer Service: Email us at support@primemachinerysupply.com or call 380-230-3405 within 30 days of receiving your order. Provide your order number and a detailed reason for the return. Return Authorization: After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number. Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund.

5.2 Preparing Your Return. Package the Item Safely: Securely pack the item in its original packaging with all accessories, manuals, and free gifts included. Include Documentation: Include the return authorization form and any necessary supporting documents or images. Return Label: For change-of-mind returns, you will need to download and print your own return label. Providing and paying for the return label is the customer's responsibility. For defective or damaged items, Prime Machinery Supply will provide a prepaid return label.

5.3 Shipping the Return. Method: Return by mail using a trackable shipping method. Return Window: Ship the item promptly after receiving the return authorization.

6. Return Shipping Costs and Fees

• Return Shipping Costs (Change of Mind): The customer is responsible for return shipping costs.
• Return Shipping Costs (Defective or Damaged Items): Prime Machinery Supply covers return shipping costs.
• Restocking Fees: A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective or damaged goods.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products). Eligibility: Items must be new, unused, undamaged, and in original packaging. Return request must be made within 30 days of receipt. Refund: A refund will be issued to the original payment method, minus a 25% restocking fee. Return shipping is the customer's responsibility.

7.2 Defective or Damaged Goods. Notification: Contact us within 30 days of delivery. Documentation: Provide photos or videos of the defect or damage. Resolution: We will offer a replacement or a full refund, including return shipping. No restocking fee applies.

7.3 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 at no additional cost.

7.4 Product Never Arrived. Notification: Contact us if your product does not arrive within the estimated delivery time stated in our Shipping Policy. 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.

7.5 Order Cancellation. Before Shipment: You can cancel your order for a full refund if the cancellation request is received before the order has shipped. After Shipment: If the order has already been shipped, please follow the return process once received.

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 4.

8.2 Refund Processing. Method: Refunds will be processed to the original payment method used at the time of purchase. Processing Time: After receiving and inspecting the returned item, the refund processing time is 7 days. It may take additional time 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 more than 30 days after delivery.

9. Exchanges

We accept exchanges. We replace items if they are defective, damaged, or incorrect. To request an exchange, contact us at support@primemachinerysupply.com.

10. Non-Returnable Items

The following items are not eligible for return or refund: Custom or personalized items; Perishable goods; Gift cards.

11. Timelines

• Return Window: Returns must be reported within 30 days of receiving the product.
• Damaged Package Reporting: Within 30 days of delivery.
• Refund Processing Time: 7 days after receiving and inspecting the returned item.

12. Legal Rights

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

13. Questions and Support

Prime Machinery Supply

Phone: 380-230-3405

Email: support@primemachinerysupply.com

Business Hours: Monday to Friday, 9 AM to 5 PM EST

Address: 6472 Crab Apple Drive, Canal Winchester, OH 43110, United States

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.