Refund Policy
Effective Date: January 2023
Overview
At Primenergy Pty Ltd, we aim to ensure you are completely satisfied with your purchase. If for any reason you are not satisfied, our return policy allows you to return items within 30 days of receipt. Please read the following policy details carefully to understand our return process.
1. 30-Day Return Policy
You have 30 days from the date you receive your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.
2. How to Start a Return
To initiate a return, please contact us at info@primenergy.com.au. If your return is accepted, we will send you a return shipping label along with detailed instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
3. Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This will allow us to evaluate the issue and make it right. Accepting goods for delivery assumes that the product is in good order, so please inspect thoroughly before accepting delivery.
4. Exceptions / Non-returnable Items
Certain items are non-returnable. These include:
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Perishable goods (such as food, flowers, or plants)
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Custom products (such as special orders or personalized items)
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Personal care goods (such as beauty products)
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Hazardous materials, flammable liquids, or gases
If you have questions or concerns about a specific item, please contact us.
5. Sale Items and Gift Cards
Unfortunately, we cannot accept returns on sale items or gift cards.
6. Exchanges
The quickest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
7. European Union 14-Day Cooling Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. The item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
8. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@primenergy.com.au
Contact Us
For any questions or concerns regarding our return and refund policy, please contact us.