Return and refund policy

1. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@primeoutdoor.com.au.

Orders can be cancelled prior to dispatch with no penalty.

If the order has already been shipped, it will need to be processed as a return (see Section 4).

Once dispatched, shipping and return costs may apply even if the order has not yet been delivered.

2. Damaged or Faulty Items

We take great care in packaging and handling all orders. If your item arrives damaged or faulty:

• Contact us within 48 hours of delivery with clear photos of the damage and packaging.
• We will arrange repair, replacement, or refund in accordance with Australian Consumer Law.
• Prime Outdoor will cover all shipping costs for returning or replacing damaged or faulty items.
• Please do not dispose of the item or packaging until we provide further instructions.

3. Warranty Claims

Most of our products come with manufacturer warranties.

Warranty claims are handled directly through the manufacturer, with Prime Outdoor assisting you throughout the process.

To lodge a claim, please email [enter email] with your proof of purchase, product serial number (if applicable), and a description of the issue.

Each manufacturer’s warranty terms and processing times may vary.

Approved claims will result in the item being repaired or replaced in accordance with the manufacturer’s policy.

4. Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery.

To be eligible:
• The item must be unused, unopened, and in its original packaging.
• The product must be in resalable condition.
• Prime Outdoor will cover return shipping costs for approved change-of-mind returns.
• Refunds or store credits will be issued once the item has been inspected and approved.

Please note: Products that have been used, installed, or modified are not eligible for change-of-mind returns.

5. Exchanges

If you wish to exchange an item:

• Requests must be made within 30 days of delivery.
• Items must be unused and in original packaging.
• Prime Outdoor will cover all shipping costs for exchanges.
• Exchanges are subject to product availability. If your preferred item is unavailable, you may choose a refund or store credit.

6. Incorrect or Wrong Product Ordered

If you accidentally ordered the wrong product:

Contact us promptly at info@primeoutdoor.com.au.

• Returns are accepted if the item is unused and in original packaging.
• Prime Outdoor will cover the return shipping costs for incorrect orders.
• If we supplied the wrong product in error, we will arrange immediate replacement at no additional cost.

7. Refunds

Once your return is received and inspected, we’ll notify you by email of the approval or rejection of your refund.

Approved refunds are processed within 7–10 business days back to your original payment method or issued as store credit.

Processing times may vary depending on your payment provider.

8. Contact Us

For all return, exchange, or warranty enquiries:
Email: info@primeoutdoor.com.au
Phone: 0272380944