Returns & Refund Policy
At Prime Hub Steel, we prioritize transparency, product integrity, and customer satisfaction. Steel products and containers are long-term structural investments, and while we maintain strict quality control standards, we understand that concerns may arise. This policy outlines the conditions under which returns, replacements, and refunds are processed to ensure a fair and professional resolution for every customer.
Eligibility for Returns
Returns may be accepted under the following conditions:
1. Wrong Product Delivered
If the delivered steel product, component, or container does not match the specifications listed on the invoice or purchase order.
2. Structural Damage on Delivery
If the product arrives with significant structural defects or damage that clearly occurred prior to delivery.
Customers must notify Prime Hub Steel within:
48 hours for visible delivery damage
5 business days for specification or product mismatch
Proof in the form of photographs, videos, or inspection reports is required.
Return Process
1. Request Submission
Email our support team at support@primehubsteel.comwith:
Order or invoice number
Photos/videos of the issue
A detailed description of the concern
2. Inspection & Verification
Our logistics, engineering, or quality-assurance team will review the claim.
If necessary, an on-site inspection or third-party surveyor evaluation will be scheduled.
3. Approval & Collection
If the return is approved, Prime Hub Steel will arrange pickup or provide instructions for return transportation.
4. Refund Issuance
Refunds are processed within 7 business days after the product is returned and verified.
Refund Conditions
Full Refund
Issued when the product is:
Significantly different from what was ordered
Defective beyond repair
Delivered with incorrect or missing promised certifications
Partial Refund
Applicable when:
The returned item shows signs of use or wear
Minor cosmetic issues are present but the unit remains functional
The customer chooses to return the product despite it meeting standard specifications
No Refund
Applies if:
Claims are submitted after 30 days
The item has been altered, used extensively, or damaged after delivery
The issue is unrelated to product quality or specifications
Refunds are issued through the original payment method, including wire transfer, cashier’s check, or approved corporate terms.
Exchanges & Replacements
If the product received does not fully meet expectations but remains structurally sound, customers may request a replacement unit of similar specification and value.
Replacement orders are processed on priority and dispatched within standard delivery timelines.
Non-Refundable Items
Delivery, freight, and handling charges (unless the return is due to an error on our end)
Custom-fabricated steel products, modified containers, cut-to-size materials, or special-order units
Items purchased under clearance, discounted, or “as-is” conditions
Our Commitment
Transparency
All specifications, conditions, and pricing are communicated clearly—no vague terms or hidden clauses.
Fairness
Customers are protected from misrepresentation, undisclosed defects, and supply inconsistencies.
Compliance
This policy adheres to U.S. consumer protection standards, fair business practices, and applicable industry regulations.