Refund & Return Policy – PartsPrime.ca

At PartsPrime, your satisfaction is our top priority. While we strive to provide accurate product descriptions and high-quality parts, we understand that there may be situations where you need to return an item. Our return and refund policy is designed to be fair, clear, and customer-focused, while also protecting the integrity of our process.

Return Window

Items must be returned within 90 days of the order date. Returns received after this period will not be accepted.

Conditions for Eligible Returns

We accept returns for both defective and non-defective items, as long as the following conditions are met:

• The item must be unused, undamaged, and still in its original packaging.
• The item must not show any signs of installation, grease, wear, or alteration.
• All original labels and barcodes must remain intact.

We reserve the right to refuse returns that do not meet these conditions.

Mandatory Email Authorization

All return requests must be submitted by email to info@partsprime.ca and approved in writing before any item is shipped back.

Returns sent without prior authorization or outside the approved process will not be accepted and will be returned to the sender at their expense.

Please include the following details in your email:

• Order number
• Reason for return
• Photos of the item (if applicable)

Once approved, our team will provide official return instructions and the authorized return address. Only returns sent to the approved address will be processed.

Return Shipping

Return shipping is the responsibility of the customer unless the item was defective, incorrect, or damaged during delivery. We recommend using a trackable and insured shipping method. We are not responsible for items lost or damaged during return transit.

Restocking Fee

Returns due to customer remorse (such as ordering the wrong item or changing your mind) are subject to a 30% restocking fee.
This fee is calculated based on the product price only.
Shipping charges (if Paid) and any additional service fees are non-refundable.

No restocking fee applies to returns caused by our error.

Damaged, Defective, or Incorrect Items

If your item arrives defective, damaged, or different from what you ordered, you must notify us within 3 business days of delivery by emailing info@partsprime.ca with photos and a description of the issue. We will arrange a replacement or refund at no extra cost.

Refund Processing

Approved refunds will be issued to your original payment method within 3–10 business days after the returned item is received and inspected. You will receive an email confirmation once your refund has been processed.

Shipping costs (if paid) are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges. If you need a different item, please place a new order and request a return for the original item following the steps above.

Contact Us

If you have questions about returns, please visit our Contact Us page or reach out to our support team:

Company Locations

Head Office – Vancouver:
Suite 437, 2030 Marine Drive
North Vancouver, BC V7P 1V7, Canada

Secondary Office – Edmonton:
Suite 3400, 10180–101 Street
Edmonton, AB T5J 3S4, Canada

Email: info@partsprime.ca
Direct line (Call or Text): (780) 680-3193
Toll-Free: (888) 920-3141