Products purchased from a Prime store may be returned at any Prime Store for a credit/exchange. Unfortunately in store purchases cannot be returned to the website store, however the website customer service team will be happy to assist you with your purchase where possible.
If you are not happy with your product that was purchased on-line for any reason, primeonline.com.au is happy to exchange it, providing the product is returned to us in its original condition, undamaged and unopened. The customer will pay all freight charges.
If goods are faulty, wrongly described or different from a sample shown, you may choose between a refund, exchange or a credit. Please see instructions below for defective items.
Defective items must be returned to primeonline.com.au within (14) fourteen days of the purchase date to be eligible for replacement. Depending on the fault, certain products may need to be returned to the manufacturer for inspection. Items will be replaced with the same item originally purchased. For items that cannot be replaced, a full refund will be offered.
Affix the returns label to the outside of your parcel.
Items may also be returned to your local Prime store.
As soon as the return has been received, a replacement product will be shipped.
If you wish to contact our customer service team to discuss your return please phone (03) 9534 0566
Please Note : If the order was placed incorrectly by yourself you will be charged the return courier fee. Alternatively, if you wish to avoid a courier fee please visit your nearest Prime Store for a refund.
The return must be received by primeonline.com.au within (10) ten days from dispatch.
Replacement product will only be shipped after the faulty item has been received by primeonline.com.au
Any item that is returned to primeonline.com.au without an RA number will be returned to sender.
If you feel that your return falls outside of our policy, then you will need to contact the primeonline.com.au customer service team on (03) 9534 0366 to confirm if your return can be accepted.
Terms and Conditions
Your use of the website is conditional upon your acceptance and compliance with the terms, conditions, notices and disclaimers set out below (Terms and Conditions). You should read them now. Your use of the website constitutes your agreement to the terms and condition.
PrimeOnline Store reserves the right to amend the Terms and Conditions at any time and without notice to you. Your continued use of the website after any amendment becomes effective constitutes an agreement by you to abide and be bound by the terms and conditions, as so amended.
The products on the website are only available for sale to individuals who can make legally binding contracts. The products are not available to persons under the age of 18 years and any other persons who are legally prohibited from entering into binding contracts.
Any order placed by you in the manner described in this website is an offer to purchase a particular product for the price (including the delivery and other charges and taxes) specified in this website at the time you place your order on these Terms and Conditions. Prime reserves the right to accept or reject your offer for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order. Your contract with Prime only comes into existence when it forwards confirmation of receipt of your order and payment.
Prices of products and services and delivery and other charges displayed on this website are current at the time of issue, but may change at any time and are subject to availability.
Goods and Services (GST) and other taxes
Prices displayed on this website are inclusive of GST applied at the rate of 10%. You are responsible for any taxes, duties or other liabilities imposed by any government agency, including without limitation, any customs duty, goods and services taxes or any value added tax imposed on any product or services acquired or ordered by you from this website.
Please read the Delivery Information contained in the website. The delivery times are indicative only and Prime will not be liable for any failure to observe these delivery times.
Risk and title
Prime will retain title to the products you order until you have made payment in full for those products, but all risk in the products will pass to you upon their delivery to or collect by postal or courier service. You should consider whether to obtain any suitable insurance.
Under the Australian Regulations, you have the right to cancel your order up to 7 days after order is placed. Returns exclude postage costs, unless a mistake has been made by us.
The following refund policy has been endorsed by both consumer affairs (Vic) and the Australian Competition & Consumer Commission
Choose Carefully. We do not give refunds if customers have made the wrong decision or change their mind.
Customers can choose a refund exchange or credit note where goods are faulty, wrongly described, different from a sample shown to them or don’t do what the are supposed to do.
Customers must have a valid Proof of purchase. (Prime Receipt)
Valued Customers and Prime CC members may return products in exchange for a credit note if they change their mind at the discretion of the Store Manager.
Prime Credit notes do not have an expiry date.
Customers buying gifts, persons receiving the gift are welcome to exchange or receive a Prime store credit note if the product does not fit or the gift is unsuitable.
Limitation of liability
Prime will in no way be liable for any direct, indirect, incidental, special or consequential damages, resulting from use or inability to use the website or for the cost of procurement of substitute products or resulting from any products purchased or obtained or messages received or transactions entered into through the website or resulting from unauthorized access to or alteration of your transmissions or data or of any information contained on this website, including but not limited to, damages for loss of profits, use, data or other intangible, even if Prime has been advised of the possibility of such damages.
Where any Act of Parliament implies in the Terms and Conditions any term, condition or warranty, and that Act avoids or prohibits provisions in a contract excluding or modifying the application of or exercise of, or liability under such term, condition or warranty, such term, condition or warranty shall be deemed to be included in the Terms and Conditions, however, the liability of Prime for any breach of such term, condition or warranty shall be limited, at the option of Prime Store to any one or more of the following:
If the breach relates to goods:
the replacement of the goods or supply of equivalent goods;
the repair of such goods;
the payment of the cost of replacing the goods or of acquiring equivalent goods; or
the payment of the cost of having the goods repaired; and
If the breach to relates to services:
the supplying of the services again; or
The payment of the cost of having the services supplied again.
While the information contained in the website is believed to be accurate and current, it is provided by Prime in good faith on an "as is" basis. Prime store its' directors, officers or employees make no representation or warranty as to the reliability, accuracy or completeness of the information contained on the website and none of them accept any responsibility arising in any way (including negligence) for errors in, or omissions from, the information contained in the website.
To the extent (if any) that the content of the website does not satisfy the laws of a country other than Australia, it is not directed to persons in those countries and they should not use the website.