Exchange & Returns
EXCHANGES AND RETURNS:
This policy applies to products purchased from the website www.primusoutdoor.com.au
You can exchange or return any item as a change of mind* within 30 days of receiving the item, if the item is in its original condition - unused, in original packaging with the original tags still attached.
If you need to exchange your purchase for another product of the same value please state your request on the returns form. Once we receive your return, please allow up to 3 business days for your order to be processed and a further 3-5 business days* for delivery. If you have any other queries or want to exchange your purchase for a different product value (higher or lower than original purchase), please contact our Customer Service team via email at firstname.lastname@example.org
You will be responsible for shipping and handling charges for any exchanges.
If you require your replacement urgently we recommend repurchasing to avoid missing out on the stock, and so you receive your item sooner, and then process your original purchase as a return for credit or refund instead.
To be eligible for exchange for change of mind*, your item must be unused and in the same resalable condition that you received it. It must also be in the original packaging with any original tags attached. If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your exchange.
* Exchanges are valid in Australia only. We cannot process or deliver orders on public holidays. In these instances, please anticipate that your order will be processed within the next business day.
If you would like to return your purchase for any reason, we will gladly accept exchanges or returns if the item is in its original condition - unused, in original packaging with the original tags still attached.
If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your refund.
We recommend sending return parcels via registered post as we are not liable if your return is lost in transit. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, we will not be held accountable for any losses.
HOW DO I LODGE MY EXCHANGE OR RETURN?
The process of lodging your exchange or return is as follows:
- Click here to start your exchange or return
- Re-pack your items safely for transit and send them to the address provided once your return is approved
Please wait until your return is accepted and you receive the email for shipment and documentation information before you post your item/s back to us. Please note we cannot accept pickups or drop-offs at our warehouse due to Occupational Health and Safety legislation.
It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to us.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We take the utmost care in ensuring our goods are of high quality. However, if for any reason you find that our products are faulty or unsatisfactory, your item arrives damaged, or you did not receive what you ordered, we will be determined to resolve any issues to satisfy our customers.
To make a warranty claim for an item that you have purchased that you deem faulty, please click here.
Online purchases claimed as faulty will need to be sent back to us for an official assessment by the Primus Outdoor Australia warranty team. You do not need to retain the original packaging nor does the item need to be in resalable condition if you have found it to have a minor or major fault.
If your order does not contain the products you ordered or items have been damaged in transit, please contact our Customer Service team at email@example.com
WHO PAYS FOR RETURN SHIPPING?
Each customer will be responsible for the cost of return charges to us for the change of mind* returns or exchanges; however, we will pay for postage on any exchange postage back to you. Shipping costs are non-refundable and will not be reimbursed. If your item is deemed to have a minor or major fault, a return postage label will be issued by us at no cost to you.
The goods are your responsibility until they reach our warehouse, so make sure your return is packaged well and won't get damaged in transit.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by Primus please allow up to 5 business days for your refund to be processed back to your account. All refunds will be paid back into the original payment account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates on Monday to Friday (excluding public holidays in Sydney, Australia) from 9 am to 5 pm Australian Eastern Standard/Daylight Savings Time.
The contact email is firstname.lastname@example.org
*Change of mind refers to a purchase where you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. Consumer guarantees do not apply under the ruling of the ACCC in this case, and we reserve the right to refuse a refund or exchange for change of mind. For more information on your consumer rights and guarantees, please visit Consumer Rights Website.