At Factorial IT, we aim to ensure a seamless experience for managing returns and warranty claims. Below are the details on how to handle returns and repairs for products purchased through us.

1. Return Conditions

• Return Window: Customers have 14 days from the delivery date to request a return.
• Product Condition:
  • Unopened Products: Returns are accepted under standard conditions.
  • Opened Products: Returns are only accepted in specific cases, such as when the wrong product was delivered.
• How to Start a Return: Log in to your Factorial IT platform to initiate the return process.

2. Damaged Products

If the product is damaged, please upload clear photos of the damage when opening a claim on the Factorial IT platform.

3. Warranty Information

All products come with a 1-year manufacturer warranty. You can contact the manufacturer directly for guidance on warranty claims

Manufacturer Contact Details:

Here is a list of key manufacturers and their contact information:

• Apple: Check your device coverage with this link.
• Dell: Support Services & Warranty with this link.
• HP: Support Services & Warranty with this link.
• iiyama: Support Services & Warranty with this link. They usually offer 3 years of warranty.

For other manufacturers, please contact Factorial IT at factorial-factorial-support@getprimo.com.

For Apple repairs, Factorial IT provides a list of authorized and non-authorized repair providers based on your request. Submit your repair request, and we will return to you with a quote.

4. International Customers

Returns and repairs are also available for international customers. Please note that conditions may vary by country, especially regarding shipping costs, which may increase for certain regions.

5. Need Assistance?

If you need help or have questions, please contact our support team at factorial-factorial-support@getprimo.com. This service is available to assist you in special cases.