This policy applies to all purchases made via https://Primehardware.com.au. We are committed to offering fair returns and refund options, in alignment with both our own policies and statutory rights under the Australian Consumer Law.
1) 30 day return window
You have 30 days from the date of receiving your order to request a return.
2) Return eligibility for change of mind & exchange
2.1 Products eligible for a change of mind refund
To qualify for a return, the item must be:
- in the same condition that you received it;
- unused;
- with original tags, in its original packaging; and,
- accompanied by a receipt or proof of purchase.
2.2 Return process
2.2.1 Initiate return:
Contact our customer service team
2.2.2 Provide details:
Include your order number, reason for the return, and any relevant details.
2.2.3 Return approval:
We will review your request in line with our Terms and Conditions and notify you of approval within 2-3 business days.
2.3.4 Return instructions:
If approved, we’ll provide you with return instructions and the return address.
2.3.5 Items not eligible for return:
Product pages which are marked with the following, cannot be returned:
· “MADE-TO-ORDER / SPECIAL ORDER”;
· ‘Final Sale’; and,
· ‘Non-Returnable’
2.4 Exchange
To exchange an item, return it first (follow the steps under 2.2 to return). Once your return is approved, place a separate order for the new item.
2.5 Shipping on return and exchange
If the return or exchange is due to a change of mind, you are responsible for return shipping costs. Shipping fees are non-refundable.
2.6 Restocking fee
A 20% restocking fee may apply only to approved change-of-mind returns or incorrectly ordered items, where the product is not faulty and was supplied as described. This fee does not apply to returns under the Australian Consumer Law.
2.7 Refund of payment
Once your returned item is received and inspected, we will notify you of the status. If approved, refunds will be issues to your original payment method within 10 business days. The exact timeframe may vary depending on your bank or payment provider.
3) Warranty
Some products may include manufacturer or importer warranties. Please refer to any documentation provided with your item.
4) Your Rights Under Australian Consumer Law (‘ACL’)
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure*, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
A major failure occurs when a product:
- Has a problem that would have stopped someone from buying it if they had known about it (such as being faulty or having a manufacturing defect);
- Is significantly different from the sample or description;
- Is substantially unfit for its common purpose and can't be fixed easily, or is unsafe.
If there is a major failure, you may chose a replacement or a refund. If the fault is minor, we may chose to repair the item within a reasonable time.
5) Faulty, Damaged or Incorrect Items
5.1 How to Report an Issue
Please contact us within 7 days of receiving the product and include:
· Order number
· Detailed description of the issue; and,
· Clear photos or videos of the fault, damage, or incorrect item.
We will assess the issue in accordance with your rights under the ACL (see clause 4)
We cover the return shipping cost for items confirmed to be faulty, damaged, or incorrect.
5.2 Assessment process
5.2.1 For missing or incorrect items
If you report a missing, or incorrect item, we will:
· Verify the shipment details, including:
o pick list and packing confirmation;
o tracking events and delivery scans; and,
o product codes and quantities dispatched.
· Request photo/video evidence, such as:
o the item received;
o packaging and labels; and/or
o the delivery box/carton
· Confirm the discrepancy before issuing a refund, replacement or redelivery. This process may take 4-5 business days, but may occasionally take longer if additional documentation is required, if it is during peak times, and during holiday periods, including but not limited to the Christmas break.
This verification process does not limit your ACL rights and is used solely to confirm the details so we can resolve the matter promptly.
5.2.2 For faulty or damaged items
If you report a faulty or damaged item, we will:
· Request proof of purchase;
· Request photos and/or videos (where relevant) of the fault or damage; and,
· Confirm the fault or damage with our supplier or manufacturer of the product before issuing a refund, replacement or redelivery.
This process may take 4-5 business days, but may occasionally take longer if additional documentation is required, if it is during peak times, and during holiday periods, including but not limited to the Christmas break.
6) Changes & Cancellations
- You may request changes or cancellations within 6 hours of placing your order, as long as it has not yet been processed or shipped. After this timeframe, a 20% restocking fee may apply only to approved change-of-mind returns or incorrectly ordered items, where the product is not faulty and was supplied as described.
- This fee does not apply to returns under the Australian Consumer Law. To request a change or cancellation, please contact us as soon as possible at support@Primehardware.com.au or call us on +61 1800 329 028.
- Please note that custom-made or made-to-order items cannot be modified or cancelled once the order is confirmed. These items go into production immediately to meet delivery timelines.
7) Contact Details
Prime Hardware is a trading name of R R Express Pty Ltd, a registered Australian company operating since 2013. Our products, policies, and shipping services are exclusively available to customers located within Australia.
Policy updated on 31 December 2025 at 1.49pm.
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