Refund policy

For all products purchased from a Prime store may be returned at any Prime Store or via Online for store credit. 

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
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.
Returning a standard product
1. Please contact stkilda@primeonline.com.au to receive your returns slip.
2. Affix the returns label to the outside of your parcel.
3. Items may also be returned to your local Prime store.
4. As soon as the return has been received, a replacement product will be shipped.
5. 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.
Important
• 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.