At Prime Doors, we want you to order with confidence. We understand that occasionally an issue may arise with an order, and our team is here to help make the process as straightforward as possible.
This Returns & Refunds Policy applies to products purchased from Prime Doors and should be read together with any product-specific terms, manufacturer conditions and your rights under the Australian Consumer Law.
Prime Doors may accept a return for change of mind on eligible standard-stock products, subject to approval.
To be considered for a change-of-mind return, the product must generally be unused, uninstalled, undamaged and in its original saleable condition and packaging. Proof of purchase will also be required.
Please contact our team before returning any product. Products returned without prior authorisation may not be accepted.
Any approved change-of-mind return may be subject to applicable return freight, handling or restocking costs. Original delivery charges may not be refundable where the product was correctly supplied and there is no fault with the goods.
Australian Consumer Law does not generally require a business to provide a refund simply because a customer changed their mind, found the product cheaper elsewhere or no longer requires the item. This does not affect rights relating to faulty or incorrectly supplied goods. ACCC
Many doors and related products are manufactured, cut, finished or ordered specifically to suit a customer's requirements.
Unless required by Australian Consumer Law, change-of-mind returns will generally not be available for custom-sized, made-to-order, specially sourced, modified, cut, machined, painted, stained or otherwise personalised products.
Customers are responsible for carefully checking measurements, specifications, colours, finishes, handing, glazing, quantities and other selected options before confirming an order.
Once production or special ordering has commenced, an order may not be able to be changed or cancelled.
Please carefully review the product specifications and measurements before placing your order.
Where the product supplied matches the product and options ordered but is unsuitable because of incorrect measurements, selection or other information supplied by the customer, this will generally be treated as a change-of-mind matter rather than a product fault.
Contact us as soon as possible if you believe you have ordered the incorrect product. We will advise whether any options are available.
We recommend inspecting products as soon as reasonably possible after delivery or collection.
If your order appears to have been damaged during delivery or arrives with visible damage, please contact Prime Doors promptly and provide:
Please retain the product and packaging while the matter is being assessed.
We may request additional information or arrange an inspection before determining the appropriate resolution.
If you believe a product has a manufacturing defect or is otherwise faulty, please contact us with your order details and information about the issue.
Prime Doors may need to inspect the product or obtain information from the manufacturer or supplier before determining the cause of the issue and the appropriate remedy.
Where Australian Consumer Law applies, customers may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the problem. For a major problem with goods, the consumer may generally choose between a refund and replacement; different rules apply to minor failures. ACCC
If you receive a product that is different from what was ordered, please contact us as soon as reasonably possible.
Do not install, modify, cut, paint or otherwise alter the product until the issue has been discussed with our team.
Where Prime Doors has supplied an incorrect product, we will work with you to arrange an appropriate resolution.
Products should be inspected before installation, machining, trimming, painting, staining or modification.
Where an issue should reasonably have been identified before installation or modification, altering the product may affect the options available for a change-of-mind return or other non-statutory remedy.
This does not exclude any rights or remedies that cannot legally be excluded under Australian Consumer Law.
Where a return is accepted for change of mind, the customer may be responsible for organising and paying return freight.
Products must be appropriately packaged and protected during transport. Prime Doors cannot accept responsibility for damage caused while a customer-arranged return is in transit.
Where goods fail to meet a consumer guarantee, freight and return arrangements will be handled in accordance with the applicable requirements of Australian Consumer Law.
Once an approved return has been received and inspected, we will advise you of the outcome.
Where a refund is approved, it will generally be processed back to the original payment method where reasonably possible.
The time taken for funds to appear in your account can vary depending on your bank or payment provider.
A refund will not be refused merely because packaging has been opened where the customer is exercising a right available under Australian Consumer Law.
If you need to cancel an order, please contact us immediately.
Where an order has not yet been processed, ordered from a supplier or entered production, cancellation may be possible.
Custom, special-order and made-to-order products may not be cancellable after manufacture, modification or supplier ordering has commenced, except where otherwise required by law.
Any non-recoverable supplier, manufacturing, freight or administrative costs may be taken into account where a discretionary cancellation is approved.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Consumer guarantees apply automatically to eligible purchases and cannot be removed by store terms or a “no refunds” policy. ACCC
To discuss a return, damaged product, incorrect order or refund, please contact Prime Doors and provide your order number together with details of your request.
Prime Doors & Screens
Phone: (02) 8106 0433
Email: info@primedoors.com.au
Our team will review your request and advise you of the next steps.
Call Us (02) 8106 0433