Refund policy

At PRIME SORT SUPPLY, we believe that an organized home begins with practical solutions that make everyday spaces easier to manage. A suction-cup hook can help keep frequently used items within reach, a storage basket can give dolls and plush toys a comfortable place to rest, and a compact storage cabinet can help bring order to corners that need a little extra attention.

We want every purchase to meet your expectations. If an item does not work out as planned, this policy explains how to request a return, how refunds are reviewed, and what to do if merchandise arrives damaged, defective, or incorrect.

This policy applies to purchases made through https://www.primesortsupply.xyz/ and is administered by HGB LLC.

1. Voluntary Return Period

We offer a voluntary return period of 30 calendar days from the date your order is delivered for eligible products that you decide not to keep.

To request a standard change-of-mind return:

  • Contact our customer service team within 30 calendar days after delivery.

  • Provide your order number and identify the product you wish to return.

  • Explain briefly why you would like to return the item.

  • Wait for return instructions before shipping the merchandise back.

  • Include the product's original accessories and components where applicable.

The 30-day return period is a store-offered arrangement for eligible change-of-mind returns. It does not replace, restrict, or waive any rights or remedies that may be available under Florida or federal law.

2. Product Condition Requirements

Our products are intended to support everyday home organization. To qualify for a voluntary change-of-mind return, merchandise should remain unused, complete, and in a condition suitable for inspection.

Suction-Cup Hooks

Suction-cup hooks should be returned unused and in their original condition. The suction surfaces should be clean and free from dust buildup, adhesive residue, cuts, permanent deformation, or other damage that may affect their ability to attach to a surface.

Please include any supplied hooks, mounting components, protective covers, and packaging where reasonably possible. Hooks that have been installed, exposed to prolonged use, modified, or damaged through improper removal may not qualify for an ordinary change-of-mind return.

If a hook arrives with a cracked suction cup, missing component, or other apparent defect, contact us so that we can review the issue separately.

Doll and Plush-Toy Storage Baskets

Storage baskets should be returned unused, clean, and free from stains, odors, tears, broken handles, significant deformation, or other avoidable damage.

Please return any included liners, covers, decorative components, or other accessories supplied with the item. If a basket arrives torn, misshapen in a way that materially affects its use, or with a damaged component, please contact customer service.

Small Storage Cabinets

Small storage cabinets should be returned unused and unassembled where the product was originally supplied for customer assembly. All included panels, shelves, fasteners, handles, instructions, and other components should be included.

Cabinets showing assembly marks, drilled holes, scratches, broken panels, missing hardware, unauthorized modifications, or damage caused after delivery may not qualify for a standard change-of-mind return.

If a cabinet arrives with cracked panels, missing essential parts, or other damage, please contact us before attempting repairs or modifications.

These condition requirements apply to voluntary change-of-mind returns only. They do not prevent customers from requesting remedies for defective, damaged, incorrect, or materially misdescribed merchandise.

3. Damaged, Defective, or Incorrect Merchandise

We understand that products can occasionally experience problems during manufacturing, handling, or delivery. If your suction-cup hook arrives cracked, your storage basket has a torn section, or your cabinet arrives with damaged panels or missing components, please let us know.

Contact us as soon as reasonably possible and provide:

  • Your order number.

  • The name of the affected product.

  • A description of the issue.

  • Clear photographs of the product and packaging, where available.

  • Details of any missing components or accessories.

For suction-cup hooks, photographs of the suction surface and attachment area may help. For storage baskets, photographs of the damaged fabric, structure, handles, or seams may be useful. For cabinets, photographs of affected panels, corners, hardware, and packaging can help us assess the problem.

After reviewing your request, we may offer a replacement, refund, return arrangement, or another appropriate resolution depending on the circumstances and applicable law.

Please retain the affected merchandise and its packaging until we have had a reasonable opportunity to review the matter, unless keeping the item would create a safety concern.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.

4. How to Request a Return

To start a return request, email:

[email protected]

Use the subject line:

Return Request – [Order Number]

Please include your name, order number, product name, and reason for the return. If the item is damaged or defective, attach photographs where possible.

Our customer service team will review the request and provide instructions if the return is approved.

Please do not send merchandise before receiving return instructions. Parcels sent without prior coordination may be delayed or difficult to identify.

5. Return Shipping Costs

For ordinary change-of-mind returns, customers are generally responsible for return shipping costs unless we expressly agree otherwise in writing.

If merchandise is defective, damaged on arrival, incorrectly supplied, or otherwise qualifies for a remedy under applicable law, we will review the circumstances and explain the appropriate return or resolution arrangements. We will not rely on this voluntary return policy to shift costs where applicable law requires a different result.

Any original shipping charge, if applicable, will be reviewed based on the reason for the return and applicable legal requirements.

6. Refund Review and Processing

Once an approved return reaches us, we will inspect the merchandise and compare its condition with the details of the return request.

Our general customer service targets are:

  • Initial review of a return request within 1–3 business days after receiving the necessary information.

  • Customer service response within approximately 2–3 business days.

  • Initiation of an approved standard refund generally within 7 business days after the returned merchandise has been received and reviewed.

These are operational targets rather than statutory deadlines or guarantees. If applicable law requires a refund sooner, the legal requirement will control.

Refunds are generally issued to the original payment method where reasonably available. Your bank, card issuer, or payment provider may require additional time to post the credit.

If the original payment method is unavailable, we will contact you to discuss an appropriate alternative consistent with applicable law.

7. Exchanges and Replacements

If you would prefer a replacement rather than a refund, please mention this in your email.

Replacement availability depends on current inventory and the nature of the issue. If the requested product is unavailable, we will explain the available alternatives.

Any replacement arrangement will be handled consistently with applicable consumer protection requirements.

8. Order Cancellation Requests

If you need to cancel an order, contact us as quickly as possible at [email protected].

We will make reasonable efforts to stop an order that has not entered fulfillment or shipment. Once the parcel has been handed to a carrier, cancellation may no longer be possible, and the return procedure may apply.

If we cannot ship an order within the applicable period, we will provide any required delay notice, cancellation option, and refund in accordance with federal law, including the FTC Mail, Internet, or Telephone Order Merchandise Rule where applicable.

9. Circumstances Affecting Voluntary Returns

Subject to mandatory consumer rights, a standard change-of-mind return may be declined where merchandise:

  • Has been substantially used or altered.

  • Has been assembled or modified in a manner inconsistent with an unused return.

  • Is missing essential parts or accessories.

  • Has stains, odors, scratches, tears, or other avoidable damage caused after delivery.

  • Is returned outside the voluntary return period without an applicable legal entitlement or approved exception.

These conditions do not eliminate remedies for defective, damaged, incorrectly supplied, or misdescribed products.

10. Contact Information

HGB LLC
Attn: Janiyah Bethea
5555 West Linebaugh Ave
Tampa, FL 33624
United States

Email: [email protected]
Website: https://www.primesortsupply.xyz/

11. Policy Updates

We may update this policy to reflect changes in our products, return procedures, customer service practices, or legal obligations.

The latest version will be published on our website with its effective date. Any revision remains subject to mandatory consumer protections and will not remove rights that already apply to an existing purchase.

Thank you for choosing PRIME SORT SUPPLY. We appreciate your trust and want your experience with our store to feel organized, straightforward, and dependable.