Return and Exchange

Last Updated: 2026

At NewPrime.es, operated by New Prime SL, customer satisfaction is important to us. This Return & Exchange Policy explains the conditions under which products may be returned or exchanged, in accordance with Spanish and European Union consumer protection regulations.

Return Period

  • We offer a 7-day return and exchange policy from the date of delivery.
  • Return or exchange requests must be submitted within 7 calendar days after receiving the product.
  • Requests made after this period will not be accepted.
  • Eligible Returns & Exchanges

We accept returns or exchanges under the following conditions:

✔ Damage During Delivery

  • If a product arrives damaged at the time of delivery, New Prime SL takes full responsibility.
  • The product may be replaced or exchanged after verification.

✔ Manufacturing or Functional Defects

  • If a verified manufacturing or functional defect is found within the return period.
  • Applicable to both new and eligible refurbished products.

Non-Eligible Returns & Exchanges

Returns or exchanges will not be accepted in the following cases:

  • Damage caused after delivery due to customer handling
  • Physical damage such as drops, cracks, liquid exposure, or misuse
  • Normal wear and tear
  • Products returned without original packaging or accessories
  • Requests submitted after the 7-day return period

Condition of Returned Items

To be eligible for return or exchange:

  • Products must be in original condition
  • All accessories, packaging, and included items must be returned
  • Devices must not be altered, repaired, or modified

New Prime SL reserves the right to inspect returned items before approving any exchange.

New, Used & Refurbished Products

  • New products are covered under separate warranty terms
  • Used and refurbished products have their own warranty coverage, clearly stated at the time of purchase
  • Refurbished devices are tested and graded before sale, including A+ condition devices

Warranty coverage does not apply to damage caused after delivery.

Exchange Process

If your return is approved:

  • An exchange product will be shipped once the returned item is received and inspected
  • Exchange availability depends on stock
  • If replacement stock is unavailable, an alternative solution may be offered

Shipping Responsibility

  • Customers must notify us before returning any item
  • Unauthorized returns may not be accepted
  • Shipping instructions will be provided after return approval

Refunds

  • Approved refunds are processed after inspection of the returned product
  • Refunds are issued using the original payment method
  • Processing time may vary depending on the payment provider

Abuse & Fraud Prevention

New Prime SL reserves the right to refuse returns or exchanges in cases of:

  • Repeated return abuse
  • Suspected fraud
  • Misrepresentation of product condition

Contact Us

For return or exchange requests, please contact us through the support details provided on our website with:

  • Order number
  • Product details
  • Reason for return or exchange

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