Returning Faulty Items
Returning Faulty Items
At Primesupps.com.au, your satisfaction and safety are our top priorities. If you’ve received a product that is faulty, defective, or not functioning as advertised, we are here to help in accordance with our store policies and your rights under Australian Consumer Law (ACL).
Your Rights Under Australian Consumer Law
The ACL provides consumer guarantees for goods and services sold in Australia. If an item you’ve purchased is faulty, you may be entitled to a replacement, repair, or refund—depending on the circumstances and the product type.
How to Report a Faulty Item
- Within 30 days of delivery: Email us at support@primesupps.com.au with your order details and photos or a description of the fault. We’ll provide return instructions and, where applicable, a prepaid return label.
- After 30 days: We will assess the issue in accordance with ACL and may still offer a remedy if the item has a major or ongoing fault.
Please ensure the product is securely packaged when returning, even if the original packaging is unavailable.
What Happens Next
Once the faulty item is received and inspected, we will issue:
- A full refund to your original payment method, or
- A replacement product shipped to you at no additional cost, or
- A repair, where appropriate and possible.
Returns May Not Be Accepted If:
- The item has been damaged due to misuse or negligence.
- Unauthorised repairs or alterations have been made.
- The product is returned in a condition inconsistent with the described fault.
Electronics and Supplement Devices
For electronics or devices like smart scales, shakers, or health trackers:
- Report any issues within 30 days of delivery to receive an immediate remedy.
- All devices are tested upon return. If no fault is found, a restocking or testing fee of up to 15% may apply.
- Please remove any personal data or unlink accounts before returning.
Return Shipping Costs
We cover return shipping for faulty products. If your request is approved under ACL but falls outside the free return window, we will still assess the case and may provide a prepaid return label.
To learn more, visit our Refund Policy and Privacy Policy pages.