Refund policy

Link to installation supply and services terms and conditions can be found via this link

RETURN AND REFUND POLICY

Our Return and Refund Policy forms part of, and must be read in conjunction with, website Terms and Conditions. We reserve the right to change this Return and Refund Policy at any time.

• EXCHANGE OR DAMAGED PRODUCT

When the product is incorrect from the one that the customer ordered or when the item is damaged, the customer has to send photos or a video within 48 hours after delivery that shows the item is incorrect or DOA (Dead on Arrival).

In this case, we will reship a new item and the customer shall return the product within 14 days of delivery. We will either replace it with another product of the same value, or offer refund or credit note for the product.

You can send it back to us via a cost-effective courier company or registered courier. Wrap the item securely and post it back to us. You must ensure that the goods are packaged adequately to protect against damage. If you fail to take reasonable care of the goods before they are returned to us, and if this results in damage or deterioration, we will charge you for the reduction in value.

Test of returned items: We test every single return. If a returned item is found to be used or damaged as result of usage by our independent test we will charge you for the reduction in value. We advise you to check the item and its instructions carefully before returning it. We will not refund postage for items found to be in good working order. We are not responsible for incompatibilities once you have purchased a product from us.

We charge a 10% restock fee on all returns that are deemed working, non faulty, change of mind returns. 

You are responsible for the cost and risk of returning the goods to us. Please contact: support@primekitchenwraps.com.au to ask for the returns address, and let us know a reason for the return via email.

If the outcome from our warranty report from us in the customers favour, due to faulty product(s) the customer shall not be held responsible for the shipping fees. After 14 days of the delivery date of the product, we shall be not liable to accept a return from the Customers.

In order for the Goods to be eligible for a return, please make sure that:

• The Goods were purchased in the last 14 days (date of purchase)
• The Goods are in the original packaging
• The Goods were not used or damaged. 
• You have the receipt or proof of purchase

• The customer must ensure to return the item with its original packaging and all accessories in the same condition as received.
• All customers must contact (support@primekitchenwraps.com.au) for approval before sending or returning any item to us.
• We will not be responsible for the returned item without prior notification to support@primekitchenwraps.com.au

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

To start a return/replace, contact us at support@primekitchenwraps.com.au

Items sent back to us without first requesting a return will not be accepted. And you must bare the costs to have you order collected, we will dispose any orders that have not been collected within 14 days without an agreement in place.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Refundable
All custom made products with added extras or custom printed materials are non-refundable, however if an issue arises with a product before use, a replacement can be issued through the refund/replace policy procedures. 

Exchanges
All changes to the orders must be made before the order is accepted, packed and picked/

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We do not accept returns on sale items or gift cards.

What Can Be Returned

Only items that are faulty or damaged may be returned. Once an order has been placed using our online system, it's immediately added to our production queue, and we can't edit or cancel it once it's been placed. No returns are accepted after 14 days of your order being received. We do not accept items that have noticeable wear or stains. Returns must also comply with our user agreement.

All orders placed over the phone, email or in-person are subject to the same return procedure and also the Proof Approval Disclaimer. Verbal agreement, payment of an invoice or emailing a reply with approval constitutes authority to proceed. Clients are requested to check thoroughly before approving.

Note: prime kitchen wraps reserves the right of any changes to the return policy. Any changes will be updated on our website.

International orders are not eligible for return / exchange unless an incorrect product has been delivered.

• HOW CAN I GET MY REFUND?

All refund and return requests must be reported within 24 hours of receipt of the product.

Our refund policies are simple. You can claim a refund by

• METHODS OF PAYMENT AND REFUND

We will refund your order to the original payment method, once it has been processed.

• REFUND CYCLE:

The complete refund process normally takes about 5-15 working days from the date of confirmation of refund.

Under Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have the right to cancel most domestic products purchased from us using distance means and receive a full refund within 14 days of delivery. We must be notified of your intention to cancel in writing or email and the cost to return the goods will be the responsibility of the customer. Please note any items that are clearly personalised or made specifically to the consumer’s specifications are exempt from these regulations. We also reserve the right to make a deduction from refunding the full purchase price if we believe (on examination of the returned goods) that they exhibit use (including self-assembly and attempts at disassembly, or any damage). The amount of deduction will be based on the extent of the diminishment in the goods value.