Your Questions – Our Answers

Allgemeine Fragen
What makes Primex frames different from others?

Our frames are made of high-quality, scratch-resistant coated aluminum. They are 100% recyclable, include sturdy corner connectors and wall mounts. Large frames also feature integrated stabilization.

Are custom productions possible?

Our frames can be adjusted in size as required. Our creative team can also find a solution for your individual problem beyond the format. Our products are versatile; there are no limits to your wishes and ideas!

Can I also order custom sizes?

In the online shop, in addition to standard formats, custom formats are also offered. In our production, we manufacture all illuminated and non-illuminated textile lightboxes individually to measure.

Can the textile print be replaced?

Yes, the print is easy, quick, and can be exchanged without tools. The textile prints for all systems, whether textile tension frames, exhibition walls, or exhibition stands, all come with a pre-assembled piping attached to the textile print (PVC or silicone piping sewn onto the textile print). With the help of the piping, you can easily stretch the brilliant textile prints into the profile. For large frames, we recommend starting with the corners. You should also not pull the textile too much, but rather press it in optimally with the back of your hand with light tension.

Does Primex offer an installation service?

Yes, we offer a professional installation service upon request. To ensure optimal on-site planning, please complete and send us our installation checklist. Our team will then create a customized quote for the implementation.

What exactly does Primex do to conserve resources?

Sound absorber class A best absorbs reverberation time and is an indicator of high sound absorption throughout Germany (aw value 0.9 - 1.0).

We rely on 100% green electricity, environmentally friendly materials, minimized waste, and a tool-free print change technology that is particularly resource-efficient and effective. Every production step is optimized for sustainability.

What lighting technology does Primex use?

Our high-performance LEDs are energy-saving, generate no heat, are dimmable, and are compatible with smart home technologies, apps, and voice control.

Does professional installation affect my warranty?

To fully utilize your warranty claims, professional installation is essential. We therefore recommend our professional installation service or execution by a qualified specialist company. Please note that damages resulting from faulty installation are not covered by the warranty.

What materials does Primex use?

At Primex, we primarily use recycled or recyclable materials: Our aluminum frames are fully recyclable, and our packaging is made from unbleached recycled material.

Does Primex support environmental projects?

Yes. Primex donates 1% of the total revenue from our online shop to the Green Forest Fund. This organization protects existing forests in Germany, plants new trees, and creates habitats for animals and plants – all in line with the Paris Climate Agreement.

Are the textiles washable and how do you care for the frames?

The care of our textiles depends on the respective material. We recommend treating the textiles with care. For the frames: They can be easily wiped with a damp cloth, but harsh cleaning agents or abrasive sponges should be avoided to protect the surface.

Where can I reorder textile prints?

A dedicated section for textile reorders is available in the online shop. Our textile printing system is designed sustainably: you can replace your design without having to renew the entire frame system.

Reorder textile prints
What images are available?

If you do not have your own motif, we offer a selection from our image catalogs.

You can conveniently send us your own image files via primex.wetransfer.com.

How sustainable are the textile prints?

Our sublimation textile prints are produced with water-based, OEKO-TEX® 100 certified inks. They are durable, safe, and resource-friendly.

What are the requirements for preparing my print data?

To ensure your design can be produced in optimal quality, we provide a detailed guide in the Downloads section under Print Data Information. There you will find information on file formats, resolution, layout templates, and data upload. Our specialist department will carefully check your data and contact you if any adjustments are necessary.

Are the textiles flame retardant?

Yes. All textiles used are flame-retardant according to B1 standard and are therefore approved for use in public spaces – such as hotels, schools, or exhibition halls.

What data resolution is recommended?

We recommend a resolution of at least 72 dpi at the final size. For large-format prints, this resolution is sufficient to achieve brilliant results.

How do I get a custom quote?

It's very simple:

  • Call us at 06181 / 6716-0,
  • send an email to info@primex-world.com,
  • or book an appointment using the "Contact" menu item in the footer of our shop.


Our sales team will quickly prepare a customized offer for you and assist you with planning.

How long do production and delivery take?

The processing and delivery time begins after receipt of payment and applies to commercial quantities. Each product category has its individual delivery time. You can find the exact details on the respective product page.
For simple custom prints, the production time is usually around ten working days.
For more complex custom orders, such as frames in special colors or unusual shapes, production can take up to three to four weeks.
Our sales team will be happy to provide you with information on your specific project upon request.

Can I cancel or revoke my order?

As a consumer, you can revoke your order within 14 days.
Please use our sample cancellation form in the "Declaration of Cancellation" section in the footer of our shop for this purpose.

Please note:
Custom-made products are excluded from cancellation. This includes, among others, special formats, special colors, or your own designs.
Products for which you enter dimensions or other product-specific information yourself via a free text field are also considered custom-made.

Business customers do not have a voluntary right of cancellation.

How do returns work?

Consumers have a statutory right of withdrawal of 14 days.

To exercise your right of withdrawal, please send a clear statement (e.g., by email or letter) to:

Primex GmbH
Senefelderstraße 12
63456 Hanau
Email: info@primex-world.com
Phone: 06181 6716-0

The goods must be returned to us within 14 days after withdrawal. The deadline is met if you dispatch the goods in time.

Return shipping costs:
The buyer bears the costs. They start at 12 Euros and depend on the product type, weight, and size.

Refund:
As soon as we receive the goods or have proof of dispatch from you (whichever comes first), we will refund all payments made – including the original delivery costs (with the exception of additional costs for special deliveries). The refund will be made using the same payment method you used for the order, without any additional costs for you.
Please note:
There is no right of withdrawal for custom-made products (e.g., special formats, special colors, or your own designs).

Products for which you enter dimensions or other product-specific information yourself via a free text field are also considered custom-made.

Can I order on account if I am purchasing for a public authority or institution?

Yes, this is easily possible. We kindly ask authorities and public institutions with special invoicing platforms to contact us directly regarding purchase on account. We will then work with you to determine the commercial processing of the invoice and payment.

How can I track my order?

After dispatch, you will receive a tracking number from us via email.
You can use this to track the delivery status of your order online at any time.

Do you also deliver abroad?

Yes, we deliver throughout Europe. Shipping costs depend on the destination country and weight and are calculated automatically during the order process.

How are the products packaged?

We use environmentally friendly and sturdy packaging to prevent transport damage. Many packaging materials are recyclable or reusable.

What should I do if my delivery arrives damaged?

Please check your delivery immediately upon receipt. If the packaging or goods are visibly damaged:
1.
Report the damage directly upon delivery.
2.
Document the defect with photos.
3.
Contact us at info@primex-world.com or by phone at 06181 / 6716-0.
We will arrange for a quick replacement or a suitable solution.

What is a textile light box and how does the keder system work?

A textile tension frame consists of a high-quality aluminum profile into which the printed textile with a sewn-on silicone edge is stretched.
The result is a smooth, wrinkle-free surface – completely without visible fastenings.

What are textile tension frames suitable for?

Textile lightboxes are versatile – in retail, at trade fairs, in offices, hotels, restaurants, schools, or doctor's offices.
They are also excellent as room dividers or shop window solutions.

Are fabric tension frames also suitable for outdoor use?

Yes. For outdoor use, we particularly recommend our outdoor frame systems:

Outdoor Frame PR80:
The exclusive Outdoor Frame PR80, which can be tensioned easily without spring tensioning elements, offers an outstanding combination of flexibility, quick assembly, and economic advantage. It is ideal for a wide range of outdoor applications, especially where motifs are frequently changed. Thanks to its innovative tensioning technology, the PR80 allows the use of printed textiles and PVC tarpaulins without wrinkles. A flat keder system allows for quick motif changes from the front without having to dismantle the frame. The PR80 can be modularly expanded later with additional profile elements thanks to the pre-assembled corners with tensioning technology and is also available with LED lighting upon request.

Outdoor Frame PR32:
The simple Outdoor Frame PR32 offers an outstanding combination of flexibility, easy assembly, and economic advantage, ideal for a wide range of outdoor applications. It is our most cost-effective outdoor frame. In contrast to the Outdoor Frame PR80, the PR32 Outdoor Frame does not have a tensioning mechanism and is therefore only suitable for textiles and materials with a stretch component. The PR32 is designed for formats of max. 3 x 3 m and cannot be modularly expanded later. Due to its low installation depth, the PR32 Outdoor Frame is ideally suited for unlit versions. When changing textiles, the old textile should ideally be cut out, or it may be damaged when pulled out of the groove by the barbs, which ensure a firm hold of the textile in the frame. The new textile can be easily inserted from the front without disassembling the frame.

How is the frame protected from weathering outdoors?

The frame is optimally protected by the use of a back panel. This not only ensures uniform illumination but also protects against water ingress, insects, and small animals. Furthermore, it prevents light leakage on uneven surfaces. For optimal protection, we recommend a white back panel, e.g., made of aluminum composite or a white blockout textile.

Are the acoustic frames certified? What does sound absorber class A mean?

Our acoustic products are tested and certified in the reverberation room according to DIN EN ISO 354.
When mounted directly on the wall without a gap, they achieve sound absorber class A – which stands for very high sound absorption.

Explanation of sound absorber classes:
Class A: Very high absorption (alpha value between 0.90 and 1.00)
Class B: High absorption (alpha value between 0.80 and 0.85)
Class C: Medium absorption (alpha value between 0.60 and 0.75)
Class D: Low absorption (alpha value between 0.30 and 0.55)
Class E: Very low absorption (alpha value between 0.15 and 0.25)

We will gladly send you the official test certificates upon request. Further information can also be found in our Acoustics Lexicon.

What materials are acoustic elements made of?

Our acoustic elements consist of:
•
Anodised aluminium frame (19 mm, 27 mm, 44 mm or 100 mm deep)
•
Printed textiles
•
Acoustic fleece, 100% recyclable and also Oeko-TEX® 100 certified All materials comply with fire protection class B1 according to DIN 4102.

How large should an acoustic panel be?

That depends on the room size and acoustics. We offer free acoustic calculations to determine the optimal requirements. This way, you receive a tailored recommendation for the size and number of elements.

Is there an individual on-site consultation for room acoustics?

For more extensive projects, we offer on-site consultations. The first step is our individual acoustic calculation, where the current situation is assessed and the requirements are determined. In the second step, we create a visualization concept tailored to your rooms.

What are the advantages of LED frames?

LED frames are energy-efficient, durable, and low-maintenance. They offer uniform illumination and are particularly flexible due to the easy change of motifs.

What installation depths and sizes are possible for LED frames?

Our LED frames are available in depths from 55 mm to 150 mm – depending on the desired lighting effect. The size can be customized, from small formats to XXL surfaces.

What light colors are available?

As standard, we offer neutral white (approx. 4,000 K) and daylight white (approx. 6,500 K). Other color temperatures are available on request – including Tunable White systems for flexibly adjustable light.

Are LED frames dimmable or controllable and how long do the LEDs last?

Yes. Many systems can be dimmed or controlled via DALI or smart lighting. Our LEDs achieve a service life of up to 50,000 hours – which corresponds to years of use without replacement.

What is the warranty for LED products?

A 2-year warranty is standard. An extension to 5 years is optionally available for an additional charge – ideal for long-term projects.

What is the difference between area and edge light?
  • Backlight: LEDs behind the entire surface – high brightness and brilliance.
  • Edgelight: LEDs integrated into the frame – uniform, subtle illumination with a flat design.


Further information can be found in the service area under Lighting Technology.

Can LED frames be plugged into a power outlet?

Yes. Our LED frames are supplied with a Schuko plug and cables of various lengths (e.g., 3 meters or 5 meters).
They connect to a standard 230-volt AC outlet.
The conversion to the required LED operating voltage (DC, 12 or 24 volts) is handled by a ballast integrated into the light box.
The position of the cable exit can be individually specified.

Which systems does Primex offer for exhibition stands?

We carry three product lines:

  • Primex – our own brand of robust, budget-friendly exhibition systems.
  • LEDUP – wireless LED systems in a practical ABS case for quick assembly.
  • Pixlip – elegant plastic frames with modern LED technology.


Furthermore, we manufacture individual special constructions in our workshop in Hanau.

What does Primex's all-round service for trade fair projects include?

We accompany you from the idea to implementation:

  • Personal consultation
  • Concept development
  • Technical visualizations
  • Comprehensive support during assembly
Which printing processes are used for exhibition systems?

We work with two high-quality processes:

  • Sublimation printing (up to 250 cm): High color brilliance, soft feel, environmentally friendly, water-based inks.
  • UV printing (from 250 cm): Odorless, solvent-free, ideal for large-format backlit graphics.
Does Primex offer custom designs?

Yes, our products can be realized in many special forms:
Shapes – Textile Architecture: Round elements, curved frames, light walls and more – are our specialty – perfectly adapted to your architecture. We can also construct and realize geometric spatial elements from surface elements with our frame systems. Our in-house technical department works with CAD and 3D models – individual concepts are our specialty.
Lighting technology with special requirements: We offer LED solutions adapted to the application with manually or automatically controllable dimming, e.g. DALI or Casambi. For lighting with a variable light color in connection with Human Centric Lighting (HCL), Tuneable White is used; for colored lighting, RGB lighting. In general, we consider your requirements for luminous flux (lumen), light color (Kelvin), color rendering index (CRI, Ra) etc.

Does Primex offer custom frame colors?

Yes, absolutely.
We coat our aluminum profiles according to your wishes in your individual RAL color – matching your corporate design or project concept.
Choose from all RAL shades from IGP or Tiger, optionally matt, metallic, or fine structure.
This way, your frame gets exactly the look that suits your appearance.

How long does it take to produce custom products?

Production time depends on the degree of customization:

  • Special colors or shapes: approx. 2–3 weeks


These figures are approximate.
Your personal contact person will inform you in advance about the expected delivery time.

How do I get a custom quote?

It's very simple:

  • Call us at 06181 / 6716-0,
  • send an email to info@primex-world.com,
  • or book an appointment via the "Contact" menu item in the footer of our shop.


Our sales team will promptly prepare a customized offer for you and assist you with planning.

What payment methods are available?
  • Prepayment:
    After completing your order, you will receive our bank details via email. Delivery will be made upon receipt of payment.
  • Credit Card:
    You enter your credit card details during the order process. The charge will be made immediately after the order is completed.
  • PayPal / PayPal Express:
    Log in with your PayPal access data and confirm the payment. The transaction takes place immediately after the order is completed.
  • Sofortüberweisung (Klarna Pay Now):
    Pay securely and quickly directly via your online banking account. Payment is made immediately after confirming the transaction and your order will be processed without delay.
  • Purchase on account (Klarna):
    With Klarna, you can conveniently make your purchase on account. Payment is made within the payment period set by Klarna, so you can receive and check the goods first at your leisure.
  • Installment purchase (Klarna):
    With Klarna, we offer you the option to pay for your purchase in installments. Simply select your desired installment plan, and Klarna will handle the rest. Payment is made flexibly according to your chosen installment plan.
Can I order on account if I am purchasing for a government agency or public institution?

Yes, this is easily possible. We ask authorities and public institutions with separate invoicing platforms to contact us directly regarding purchases on account. We will then work with you to determine the commercial processing of the invoice and payment.

How do I get an invoice?

The invoice will be sent to you automatically by email once your order has been completed.

How long do production and delivery take?

Processing and delivery time begins upon receipt of payment and applies to commercial quantities. Each product category has its individual delivery time. You can find the exact details on the respective product page.
For simple custom prints, the production time is usually around ten working days.
For more elaborate custom-made products, such as frames in special colors or unique shapes, production can take up to three to four weeks.
Our sales team will be happy to provide you with information on your specific project upon request.

Are the product prices inclusive of shipping and packaging?

Shipping costs are not flat-rate included in the price.
They depend on the total weight, volume, and delivery country.
The individual shipping costs will be transparently displayed to you during the order process.
Further information can be found in the Shipping and Delivery section at the bottom of our online shop page.

What shipping options does Primex offer?

Depending on the size and weight of your order, we will select the appropriate shipping method:

Shipping with DPD:
We ship textile prints, accessories, and textile tension frames up to a length of 150 cm disassembled.

Shipping with freight forwarders / courier services:
All other items are shipped by freight forwarder. Delivery includes telephone notification and curbside delivery.

In both cases, you will receive a tracking number.
Depending on the shipping method, different costs apply.

Upon request, we also offer express shipping.
Please contact us if your order is particularly urgent.

Do you also deliver abroad?

Yes, we deliver throughout Europe.
Shipping costs depend on the destination country and weight and are automatically calculated during the order process.

How can I track my shipment?

After dispatch, you will receive a tracking number via email.
You can use this to track your delivery online at any time – both with DPD and with our forwarding agent.

How are the products packaged?

We pay attention to environmentally friendly and stable packaging to avoid transport damage.
Many packaging materials are recyclable or reusable.

What should I do if my delivery arrives damaged?

Please check your delivery immediately upon receipt.
If the packaging or goods are visibly damaged:

  1. Report the damage directly upon delivery.
  2. Document the defect with photos.
  3. Contact us at info@primex-world.com or by phone at 06181 / 6716-0.


We will arrange for a quick replacement or a suitable solution.

Couldn't find an answer to your question?

We will be happy to advise you if you did not find a suitable answer among the frequently asked questions.

Contact us