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Returns & Refunds Policy

This policy applies to all purchases made through primehardware.com.au. We offer fair returns and refund options that sit alongside — and never replace — your statutory rights under the Australian Consumer Law.

Last updated: 18 August 2026

1. Your rights under the Australian Consumer Law

Our goods 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have 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;
• is significantly different from the sample or description;
• is substantially unfit for its common purpose and cannot easily be fixed; or
• is unsafe.

Where there is a major failure, you may choose a replacement or a refund. Where the failure is minor, we may choose to repair the item within a reasonable time.

Nothing in the sections below limits these rights. Where any part of this policy appears inconsistent with the Australian Consumer Law, the Australian Consumer Law prevails.

2. Change of mind returns

We offer change of mind returns as a courtesy, in addition to your rights under the Australian Consumer Law.

2.1 Return window

You have 30 days from the date you receive your order to request a change of mind return. Once your request is approved, the item must be sent back to us within 14 days.

2.2 Eligibility

To qualify for a change of mind return, the item must be:

• in the same condition in which you received it;
• unused and uninstalled;
• in its original packaging with all original tags and components; and
• accompanied by a receipt or other proof of purchase.

2.3 Items not eligible for change of mind returns

Products marked on their product page as any of the following cannot be returned for change of mind:

• Made-to-order / Special order
• Final sale
• Non-returnable

These exclusions apply to change of mind only. If any item — including a made-to-order, final sale or non-returnable item — is faulty, damaged, incorrect or otherwise fails a consumer guarantee, your rights under the Australian Consumer Law apply in full. See section 3.

2.4 How to request a change of mind return

1. Contact us. Call 1800 329 028, email support@primehardware.com.au, or use our Contact Us page.
2. Provide details. Include your order number, the item you wish to return, and your reason for returning it.
3. Await approval. We will review your request and respond within 2–3 business days.
4. Return the item. If approved, we will provide return instructions and the return address. Send the item within 14 days of approval.

2.5 Exchanges

To exchange an item, follow the return process in section 2.4. Once your return is approved, place a separate order for the replacement item so it can be dispatched without waiting for the return to arrive.

2.6 Return shipping and restocking

For change of mind returns, you are responsible for return shipping costs, and original shipping fees are not refunded.

A restocking fee of 20% may apply to approved change of mind returns and to items ordered in error, where the product is not faulty and was supplied as described. This fee covers the direct costs of inspecting, repackaging and restocking returned goods.

No restocking fee applies to returns under the Australian Consumer Law, or to items that are faulty, damaged, incorrect or not as described.

2.7 Refunds

Once your returned item is received and inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method within 10 business days of inspection. The time for funds to appear may vary depending on your bank or payment provider.

3. Faulty, damaged, incorrect or missing items

3.1 Reporting an issue

Please contact us as soon as you become aware of an issue. Prompt notice — ideally within 7 days of delivery — helps us resolve matters quickly and, for transit damage, allows us to lodge a carrier claim within the carrier's own reporting window.

Contacting us later does not affect your rights under the Australian Consumer Law. Consumer guarantees apply for a reasonable period after purchase, which depends on the nature of the product, its price and any manufacturer warranty period.

When reporting an issue, please include:

• your order number;
• a description of the issue; and
• clear photos or video of the fault, damage, or incorrect item.

We cover return shipping costs for items confirmed to be faulty, damaged or incorrect. Where an item is too large or heavy to be returned by post, we will arrange and pay for collection.

3.2 Missing or incorrect items

Where you report a missing or incorrect item, we will verify shipment details including pick list and packing confirmation, tracking events and delivery scans, and the product codes and quantities dispatched. We may request photographs of the item received, the packaging and labels, and the delivery carton.

We aim to complete this verification within 4–5 business days. It may take longer where additional documentation is required, or during peak and holiday periods.

3.3 Faulty or damaged items

Where you report a faulty or damaged item, we will request proof of purchase and photographs or video of the fault, and may refer the item to the manufacturer or supplier for assessment.

We aim to complete this assessment within 4–5 business days. It may take longer where the manufacturer requires physical inspection, or during peak and holiday periods.

This verification process is used solely to confirm the details so we can resolve the matter, and does not limit your rights under the Australian Consumer Law. Where a major failure is confirmed, you may choose a refund or replacement.

4. Manufacturer warranties

Many products we supply carry a warranty provided by the manufacturer. These warranties are given by the manufacturer, not by Prime Hardware, and are additional to your rights under the Australian Consumer Law.

Warranty periods and terms vary by brand, product range and finish. Warranty details for a specific product are shown on that product's page, or in the documentation supplied with the item.

Living finishes. Uncoated brass and bronze finishes — including Polished Brass and Raw Bronze — develop a patina and change appearance over time. This is the intended behaviour of the material and is excluded from finish warranties across all brands we supply.

Making a warranty claim. Contact us on 1800 329 028 or at support@primehardware.com.au with your order number and details of the issue. We will assist you in lodging your claim with the manufacturer and will keep you informed of its progress. Costs of a warranty claim are determined by the manufacturer's warranty terms.

5. Changes and cancellations

You may request a change or cancellation at any time before your order has been picked, packed or dispatched. Contact us as early as possible on 1800 329 028 or at support@primehardware.com.au — orders placed before our 2:00 PM Sydney time cut-off are typically processed the same business day, so early contact gives the best chance of stopping an order.

Where an order has already been dispatched, it will be treated as a change of mind return under section 2.

Made-to-order and special order items cannot be changed or cancelled once the order is confirmed, as these go into production immediately.

6. 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 available exclusively to customers located within Australia.