Refund policy

Refund & Exchange Policy – Prime9 Gear

At Prime9, we stand behind the quality of our products and want you to feel confident in every purchase. Because we offer both standard and fully customized products, our policy is divided into two sections below.

1. Standard (Non-Custom) Orders

Returns & Exchanges

  • Accepted within 30 days of delivery

  • Items must be:

    • Unused

    • In original packaging

    • In new condition

Refunds

  • Issued to the original payment method after inspection

  • Original shipping costs are non-refundable

Exchanges

  • Available for:

    • Size issues

    • Defective or damaged products

  • Damage claims must be submitted within 5 days of delivery with photos

Return Shipping

  • Customer is responsible unless item is defective or incorrect

2. Custom Orders (Team Gloves & Personalized Products)

Final Sale Policy

All custom products are made-to-order and are non-refundable and non-exchangeable once the design has been approved.

Binding Approval Agreement

By approving your custom mockup/design, you:

  • Confirm that all details are accurate (colors, logos, spelling, sizes, quantities)

  • Authorize Prime9 to begin production

  • Acknowledge that the order is final and cannot be canceled, modified, or refunded

This approval serves as a digitally binding agreement between the customer and Prime9 Gear.

No Returns or Exchanges

  • Custom items cannot be returned or exchanged for:

    • Sizing issues

    • Design preferences after approval

    • Team or player changes

Exceptions (Manufacturing Errors Only)

We will only remake or replace items if:

  • The product has a verified manufacturing defect, or

  • The item does not match the approved design

To qualify:

  • Claims must be submitted within 5 days of delivery

  • Clear photo evidence is required

Sizing Responsibility

  • Customers are solely responsible for selecting correct sizes

  • Prime9 is not responsible for sizing issues on custom orders

3. Chargeback & Payment Dispute Policy

By completing a purchase with Prime9 Gear, you agree to the following:

Agreement to Terms

  • You acknowledge that you have read and agreed to this Refund & Exchange Policy prior to completing your purchase

  • For custom orders, approval of the mockup constitutes a final authorization of goods and charges

Chargeback Misuse

  • Filing a chargeback for a valid, approved custom order that has been produced and/or delivered is considered a violation of this agreement

  • Prime9 reserves the right to:

    • Submit all documentation to the payment processor, including:

      • Approved mockups

      • Order confirmations

      • Communication records

      • Delivery confirmation

    • Dispute the chargeback in full

Recovery of Funds

In the event of a wrongful or fraudulent chargeback, Prime9 reserves the right to:

  • Pursue recovery of funds through collections or legal means

  • Recover any fees, costs, or damages incurred

Fraud Prevention

  • Orders flagged as high-risk may require additional verification before processing

  • Prime9 reserves the right to cancel any order suspected of fraud

4. Order Changes & Cancellations

  • Standard Orders: Can be canceled before shipment

  • Custom Orders: Can only be changed prior to mockup approval

5. Contact Information

📧 prime9gear@gmail.com

Please include:

  • Order number

  • Description of issue

  • Photos (if applicable)

6. Policy Acceptance

By placing an order with Prime9 Gear, you acknowledge and agree to all terms outlined in this policy.