About Replacements
Replacement Policy
We understand how frustrating it can be to receive a damaged, defective, or incorrect product. At Primesupps, we offer free replacements to eligible customers to ensure you're completely satisfied with your purchase.
Note: Replacements are not issued for returns made under our Change of Mind Policy.
How to Request a Replacement
If Your Order Was Delivered Within 30 Days
- Email us at support@primesupps.com.au with your order number and a short description of the issue.
- For damaged or defective items, attach clear photographs showing the issue.
- Once approved, we’ll send a replacement free of charge.
If Your Order Was Delivered Over 30 Days Ago
Items delivered more than 30 days ago may still be covered under the Australian Consumer Law. Please contact us to review your situation — we will work with you to resolve the issue fairly.
Replacement Eligibility
Your item may qualify for a replacement if:
- It was shipped to an address within Australia or New Zealand.
- It was purchased directly from Primesupps.com.au and fulfilled by us (not a third-party seller).
- The item is still in stock when your request is processed.
- The original product is returned within 30 days of the replacement being approved, unless we state otherwise.
Important Notes
- If your replacement item is out of stock, a full refund will be issued instead.
- If the original item is not returned, your payment method may be charged for the replacement item.
- Some non-returnable items may still qualify for a replacement without needing to be returned (e.g., hygiene or consumables).
Third-Party Items
Currently, we do not offer replacements for items fulfilled by third-party sellers. Please contact us to explore refund options for these purchases.
Need Help?
If you're unsure about your eligibility or need help with the replacement process, our team is ready to assist. Reach out at support@primesupps.com.au.