Refund policy

100-Day Money-Back Guarantee

You have 100 days from the date of delivery to contact us about a return for any reason — provided the product is unused. Returns are handled in writing (email or live chat) so we can verify your order and review any required photos or videos.

Important — please don't plug in the AirGuard until you've decided to keep it

The AirGuard contains an electrochemical sensor that activates the moment the unit is powered on. Once activated, the sensor cannot be reset to its factory-new state and the unit can no longer be sold as new.

If your unit fails to power on or operate the first time you plug it in, that's a separate situation — see Lifetime Warranty below for free replacement or refund.

Returns within 100 days (any reason)

To qualify for a refund within the 100-day window, the following must be true:

  • The return is requested within 100 days of delivery

  • The unit is unused — never powered on, except in the case where you tested it once and it failed to work (which is covered separately under the Lifetime Warranty).

  • All accessories are returned with the product — Quick Start Guide, Friends & Family card, and any included items. (You can keep the outer shipping box.)

  • The product is in re-sellable condition — no scratches, dents, or signs of use.

  • You've contacted us first to authorise the return (see How to start a return below).

All returns are visually inspected on receipt. Any unit showing signs of prior use, missing accessories, or damage caused after delivery may be refused or have the refund adjusted.

Return shipping & restocking fee

For 100-day change-of-mind returns:

  • We provide a prepaid return label at no upfront cost to you.

  • A 25% restocking fee is deducted from the refund. You receive 75% of the product price back. The restocking fee covers our outbound shipping, return label, inspection, and re-packaging.

  • The restocking fee is calculated on the product price only — not on taxes or order total.

How to start a return

You're welcome to call us first for a walkthrough — the toll-free line is +1 (888) 798-8029. Phone is the fastest way to talk through your situation with a real person.

That said, the actual return request must come through email or live chat with photos attached. This is so we can verify your order, review the required evidence, and keep a clear record on both sides. Phone agents will help you understand the process and then point you to email to submit it formally.

Email support@primo-goods.com with:

  • Your order number

  • The reason for the return

  • A photo of the unboxed unit (so we can verify it's unused)

We'll reply within one business day with the return label and step-by-step instructions. Do not ship anything back without prior authorisation — unauthorised returns may be refused.

Refund timing

Once we've received and inspected the returned unit, we process the refund within 1 business day. After that, please allow 3–7 business days for the funds to appear in your account, depending on your bank or card issuer.

Lifetime Warranty — on unused units that fail to start

If your AirGuard fails to power on or operate correctly the first time you plug it in, contact us — we'll provide a free replacement or a full refund, your choice. There is no time limit on this guarantee, provided the unit was previously unused.

This warranty applies only to units that have never operated successfully. It does not cover units that worked initially and later stopped working — see Coverage after first use below.

To claim, email support@primo-goods.com with your order number and a short video showing the unit failing to start. We'll:

  • Send a free replacement or process a refund — your choice

  • Cover all shipping costs (inbound and return)

  • Provide a prepaid return label or arrange collection where possible

Coverage after first use

Once your AirGuard has powered on and operated successfully, it is no longer covered by the Lifetime Warranty or the 100-day money-back guarantee. There is no warranty against failure or wear after the unit has been used.

Electrochemical sensors have a typical service life of 5–10 years before drift; this is the nature of the technology and is not a defect.

Damaged on arrival

If your AirGuard arrives physically damaged (cracked housing, broken plug, etc.), report it within 7 days of delivery. Email support@primo-goods.com with your order number and clear photos of the damage. We'll:

  • Send a free replacement at no charge

  • Cover all shipping costs

  • If possible, photograph the parcel before opening — this helps us file a claim with the carrier

Wrong item received

If you've received the wrong product or the wrong quantity, email us with photos. We'll ship the correct item at no extra cost and cover the return of the original.

Package marked delivered but not received

If your tracking shows the parcel as delivered but you haven't received it, contact us — there is no time limit on these claims. We'll investigate with the carrier and either issue a refund or send a replacement once the situation is resolved.

What's not covered

The following situations are not covered by the 100-day money-back guarantee or the Lifetime Warranty:

  • Used units that fail after working correctly. Once a unit has powered on and operated successfully, no refund or replacement is provided.

  • Physical damage caused after delivery (drops, impacts, crush damage).

  • Water immersion or liquid damage.

  • Use outside the documented operating environment (indoor only, 0–50°C, 10–95% RH non-condensing).

  • Modifications or repair attempts by anyone other than Primo Goods or an authorised partner.

  • Fire damage or damage from a power surge without an appropriate surge protector.

  • Cosmetic wear and tear from normal use after activation.

  • Sensor end-of-life. Electrochemical sensors have a typical 5–10 year service life — this is normal degradation, not a defect.

  • Returns that arrive without prior authorisation from our support team.

We do not repair units. All resolutions under this policy are either replacement or refund — never repair.

Need help?

Phone (toll-free): +1 (888) 798-8029
 Phone (NY): +1 (646) 980-6696
 Email: support@primo-goods.com
 Hours: Monday–Friday, 9:00 AM – 6:00 PM Eastern Time (US)

Reminder: phone is great for talking through your situation — and our agents can resolve escalated cases or process refunds over the phone where appropriate. For routine returns, the formal request still comes through email or live chat with photos or video attached, so we can verify your order.