Refund policy

At PRIME, we want you to be happy with your purchase. Please read our Online Refunds, Returns & Exchanges Policy before placing your order.

This policy applies to purchases made through www.primeonline.com.au.

1. Change-of-Mind Returns — Full-Priced Items

If you change your mind about an eligible full-priced item purchased online, PRIME offers an exchange or store credit, subject to the following conditions:

  • Returns must be requested within 14 days of delivery.
  • Items must be unworn, unwashed, unused and in their original condition.
  • All original tags must remain attached.
  • Footwear must be returned in its original shoebox and packaging.
  • Proof of purchase must be provided.

Eligible change-of-mind returns will be offered an exchange or store credit valid for 12 months. Refunds are not offered for change-of-mind returns.

Items that do not meet these conditions may not be accepted for a change-of-mind return.

2. Sale & Promotional Items

Sale and promotional items are not eligible for change-of-mind returns, exchanges or store credit.

This exclusion applies only to change-of-mind returns and does not affect your rights under Australian Consumer Law. Sale and promotional items remain covered by applicable consumer guarantees.

3. How to Arrange an Online Return

To arrange a return or exchange for an eligible online purchase, please email stkilda@primeonline.com.au before sending your item back.

Please include:

  • Your order number.
  • The item you wish to return.
  • The reason for the return.
  • Whether you are requesting an exchange or store credit.

Our team will provide instructions on how to proceed.

Eligible online returns may be returned to our St Kilda store or sent by post, subject to confirmation from our team.

4. Return Shipping Costs

For eligible change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are not refundable for change-of-mind returns.

PRIME cannot accept responsibility for items lost or damaged in transit when return shipping is arranged by the customer. We recommend using a tracked postal service and retaining proof of postage.

Where a product is covered by a consumer guarantee and a return shipping cost must be covered by PRIME under Australian Consumer Law, we will meet that obligation.

5. Processing Times

We aim to process eligible change-of-mind returns and exchanges within five business days of receiving the returned item.

We will contact you once your return has been assessed and processed.

6. Faulty, Damaged or Incorrectly Described Items

If an item purchased from PRIME is faulty, damaged, incorrect or does not match its description, please contact stkilda@primeonline.com.au with your order number and details of the issue.

Please contact us before returning the item so we can provide instructions.

PRIME will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Where required by law, PRIME will cover reasonable return shipping costs.

7. Australian Consumer Law

All purchases from PRIME are covered by applicable Australian Consumer Law consumer guarantees.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under Australian Consumer Law.

For assistance with an online order or return, please contact stkilda@primeonline.com.au.