Primus Return Policy
New unused products may be returned at the customer's expense to Primus for a full refund within 30 days of purchase. This only applies to products purchased directly from the Primus.us website. For products purchased from other retailers customers will need to seek assistance from the place of purchase. To return a new item please contact our customer service here to obtain a Return Materials Authorization Number.
PRIMUS WARRANTY POLICY
Primus strives to produce high quality, functional products. Primus provides a Limited One (1) Year Warranty from date of purchase to the original purchaser against manufacturing defects. Though our products are made to last, we feel this is an adequate amount of time for any issues to be revealed. This Warranty does not cover accidental damage or loss. In some instances replacement components may be sent to customers for self-repair. This Warranty policy does not apply to items purchased as used or on closeout with missing components. Some examples of non coverage include purchases from Ebay, REI Closeout/Garage Sale, actual garage sales, thrift stores, or other consumer driven marketplaces.
The following examples are considered to be manufacturing defects and are covered under the Primus Limited One (1) Year Warranty;
- Broken welds and/or rivets
- Malfunctioning igniter
Most stove issues such as decreased flow or output are the result of blockage and can be resolved with a thorough cleaning. Please refer to your product manual. The following variables are considered accidental damage also known as normal wear and tear and are not covered under the Primus Limited One (1) Year Warranty;
- Melted components
- Nonstick coating damage
- Dings, dents, scratches, stains, discoloration, rust
- Lost components
- Consumable parts such as mantles, batteries, gaskets, etc
- Cracked lantern glass and/or plastic
- Igniters suffering physical damage
- Flow issues or clogs
Primus has the authority to determine that if the cost of the repair exceeds a reasonable amount a similar replacement product will be issued in lieu of a repair. We do not perform non-warranty related repairs. If your product has a manufacturing defect please contact the Warranty Department or your Dealer Service Representative to obtain a Return Materials Authorization (RMA) number. Customers are responsible for shipping costs to return an item. Primus will then pay the costs to send a repaired or replaced item back to the customer. If a return is received without an RMA number it will be returned to sender. The average turnaround time for a repair is approximately three to four weeks.
For repairs and warranty issues, please contact Customer Service here.
*Items bought through unauthorized sources such as Ebay, garage sales, thrift stores, Craigslist, or any other used avenues are ineligible for Warranty service.
Consumers are welcome to inquire about replacement parts for their products. Please 1st visit the spare parts section of our website. Parts may not be interchangeable for older stoves that have developed a leak over the years as our products are constantly evolving. It is to the discretion of Primus as to whether or not a charge is associated with sending a replacement part. Please be aware that parts are no longer being manufactured for discontinued items that have reached the end of their support period. To purchase a replacement part please 1st visit our website or click here.