Refund policy
At Prime Lighting, we want to make returns as straightforward as possible. This policy explains our process for cancellations, change-of-mind returns, exchanges and faulty or damaged products.
Nothing in this policy limits your rights under the Australian Consumer Law.
Order Cancellations
Please contact us as soon as possible if you need to cancel an order.
Orders that have already entered processing or have been fulfilled/dispatched may not be able to be cancelled. If an order cannot be cancelled, you may still be able to request a return in accordance with this policy.
Change-of-Mind Returns
Eligible change-of-mind returns can be requested within 30 days of delivery.
To qualify, products must be:
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unused and uninstalled;
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unmodified and undamaged;
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in their original packaging;
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complete with all accessories and components; and
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in a condition suitable for resale.
A 20% restocking fee applies to approved change-of-mind returns.
Original delivery charges are non-refundable once an order has been dispatched, and the customer is responsible for all return freight costs.
Once your return has been approved, the product must reach the nominated return location within 10 days.
Exchanges
Eligible exchanges may be requested within 30 days of delivery.
Exchange products must meet the same condition requirements as change-of-mind returns.
A 10% restocking fee applies to approved exchanges, and the customer is responsible for applicable freight costs for both the return and replacement.
Exchanges are subject to replacement stock being available.
Faulty or Damaged Products
If your product arrives damaged or develops a fault, please contact us as soon as possible.
We may request your order number, photographs, video or other information to assess the issue.
Where applicable, we will provide the appropriate remedy in accordance with the Australian Consumer Law and any relevant manufacturer's warranty.
A manufacturer's warranty does not replace your rights under Australian Consumer Law.
Return Authorisation (RA) Required
You must receive a Return Authorisation (RA) number from Prime Lighting before returning any product.
Please do not send products back without first contacting us and receiving an RA number and return instructions.
Returns sent without an approved RA number may not be accepted or processed.
To request an RA number, email:
Please include:
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your order number;
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product name or item number;
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reason for the return; and
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photographs or video if the product is damaged or faulty.
Once your request has been reviewed, we will confirm whether the return is approved and provide the relevant return instructions.
Return Conditions
We may decline a change-of-mind return where the product has been:
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installed or used;
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modified or altered;
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damaged after delivery;
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returned without its original packaging;
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returned without required accessories or components; or
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otherwise not in suitable resalable condition.
These conditions do not override your rights where a product is faulty, unsafe, incorrectly supplied or otherwise covered by the Australian Consumer Law.
Refunds
Approved refunds will generally be issued to the original payment method.
For change-of-mind returns, applicable restocking and freight charges will be deducted from the refund.
Refund processing times may vary depending on your payment provider or financial institution.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
Where a product has a problem, the remedy available will depend on the circumstances and the nature of the issue.
Contact Us
For all return, exchange, damage or warranty enquiries:
Prime Lighting Pty Ltd
Email: sales@primelighting.com.au
Website: www.primelighting.com.au
