Refund policy

Return & Exchange Policy

30-Day Returns. We offer a 30-day return policy from the date of delivery. To be eligible, items must be:

• In original condition: unworn/unused, with tags
• In original packaging, including all accessories, manuals, and parts
• Accompanied by a receipt or proof of purchase

To initiate a return, contact us at support@theprimepinnacle.com for a Return Merchandise Authorization (RMA). If approved, we will provide a prepaid return label and instructions. Returns sent without prior written approval will not be accepted and may be refused or returned to sender at the customer's expense.

Inspect Your Order Upon Delivery

Please inspect your order immediately upon arrival. For large items delivered by freight carrier (LTL), inspect the packaging and product before signing the delivery receipt. If you observe any damage, note it on the delivery receipt/Bill of Lading (e.g., "box crushed," "suspect damage") before signing, photograph it, and contact us within 48 hours. Signing a freight delivery receipt free and clear without noting damage may limit our ability to file a carrier claim on your behalf.

Damages & Issues

If your item arrives defective, damaged, or incorrect, contact us immediately at support@theprimepinnacle.com with photos of the item and packaging. We will evaluate the issue and make it right with a replacement, repair, parts, or refund as appropriate.

Exceptions / Non-Returnable Items

We do not accept returns for:

• Perishable goods (e.g., food, flowers, plants)
• Custom, made-to-order, or personalized products
• Personal care items (e.g., beauty products)
• Hazardous materials, flammable liquids, or gases — including standalone lithium-ion batteries (see below)
• Gift cards
• Tips and gratuities

Questions about a specific product? Just reach out — we are here to help.

Hazardous Materials & Lithium-Ion Batteries

Lithium-ion batteries are classified as hazardous materials (Class 9 dangerous goods) under U.S. Department of Transportation regulations (49 CFR) and IATA rules. For this reason:

• Standalone lithium-ion batteries and battery packs are not returnable.
• Products containing lithium-ion batteries (e.g., e-bikes, electric scooters, power stations, robot mowers) may only be returned with prior authorization and must be shipped in compliant packaging using the carrier, labeling, and method we specify. Do not attempt to return these items via standard parcel drop-off.
• Batteries that are damaged, swollen, defective, or recalled are prohibited from air and standard ground transport and cannot be returned. Contact us and we will coordinate the safe, compliant resolution directly with the manufacturer.

Exchanges

Need a different size, color, or model? Start a return for the original item. Once processed, you can place a new order for the item you want. All items must meet return eligibility criteria. Price match adjustments do not apply to exchange orders or replacements.

EU Customers

If your order is shipped to the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be in original condition and packaging, with proof of purchase.

Refunds

Once we receive and inspect your return, you will be notified of approval status. If approved, refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

Note: A 3% payment processing fee will be deducted from the total refund amount. This fee covers non-refundable transaction costs charged by payment processors. If more than 15 business days have passed since your refund was approved and you have not received it, contact us at support@theprimepinnacle.com.

Return Details

• Accepted Countries: We accept returns from all listed destinations
• Return Method: By mail (or scheduled freight pickup for oversized items)
• Shipping Label: Provided (download & print)
• Eligible Conditions: Items must be new and unused
• Restocking Fee: None
• Return Shipping Cost: Free

Chargebacks

If you have any issue with your order, please contact us first — we resolve nearly every situation quickly and fairly under this policy. Initiating a credit card chargeback instead of following this return process does not exempt an order from these terms. We respond to all disputes with complete documentation, including order records, delivery confirmation, and your acceptance of our store policies at checkout.

Contact

Phone: +1 (877) 477-2853 (Mon–Fri, 9am–6pm ET)
Email: support@theprimepinnacle.com
Mailing Address: 1150 NW 72nd Ave, Tower 1, Suite 455 #14498, Miami, FL 33126, United States