Refund policy

This policy applies to all purchases made via https://primesmartdigital.com.au. We are committed to offering fair returns and refund options, in alignment with both our own policies and statutory rights under the Australian Consumer Law

1) 30 Day Return Window

You have 30 days from the date of receiving your order to request a return.

 2) Return Eligibility

To qualify for a return, the item must be:

  • In the same condition that you received it
  • unworn or unused
  • with original tags, in its original packaging
  • accompanied by a receipt or proof of purchase.

3) Return Process

 3.1 Initiate Return: 

Contact our customer service team

3.2 Provide Details:

Include your order number, reason for the return, and any relevant details.

3.3 Return Approval:

 We will review your request in line with our Terms and Conditions and notify you of approval.

3.4. Return Instructions:

 If approved, we’ll provide you with return instructions and the return address.

3.5 Return address:

The return shipping address will be provided after return approval.

3.6 Made-to-order items:

Some products are MADE-TO-ORDER and cannot be returned. (Clearly defined as made to order products)

4) Shipping on Return and Exchange

If the return is due to a change of mind, you are responsible for return shipping costs. Shipping fees are non-refundable.

5) Exchange

To exchange an item, return it first (follow the steps in point 3 to return). Once your return is approved, place a separate order for the new item.

6) Items no Eligible For Return Or Exchange

Products marked as ‘Final Sale’, ‘Non-Returnable’, or personal/custom‑made at the time of purchase are not eligible for return or exchange.”

7) Warranty

Some products may include manufacturer or importer warranties. Please refer to any documentation provided with your item.

8) Restocking Fee

A 20% restocking fee may apply only to approved change-of-mind returns or incorrectly ordered items, where the product is not faulty and was supplied as described. This fee does not apply to returns under the Australian Consumer Law.

9) Refunds

Once your returned item is received and inspected, we’ll notify you of the status. If approved:

  • Refunds will be issued to your original payment method within 10 business days
  • The exact timeframe may vary depending on your bank or payment provider.

10) Faulty, Damaged or Incorrect Items

Under the Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund if the products you purchase are:

  • Faulty or have a manufacturing defect,
  • Not as described or advertised,
  • Not of acceptable quality, or
  • Not fit for their intended purpose.

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving the product. Include:

  •  Your order number,
  •  A detailed description of the issue, and
  • Clear photos or videos showing the damage or fault.

We will assess the issue and offer one of the following resolutions:

  • Repair (where appropriate),
  • Replacement, or
  • Full refund, depending on the nature of the fault.

10.1 Major vs Minor Faults

  • If the issue is major (e.g. the item is unsafe, cannot be repaired, or is substantially different from its description), you may choose a replacement or refund.
  • If the fault is minor, we may choose to repair the item within a reasonable time.

We cover the return shipping cost for items confirmed to be faulty, damaged, or incorrect.

11) Your Rights Under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure occurs when a product:

  • Has a problem that would have stopped someone from buying it if they had known about it,
  •  Is significantly different from the sample or description,
  •  Is substantially unfit for its common purpose and can't be fixed easily, or Is unsafe.

12) Change of Mind Returns (Not Covered Under ACL)

In addition to your rights under the Australian Consumer Law, we offer change-of-mind returns for eligible products within 30 days of purchase, subject to the following conditions:

  •  Items must be unused, in original condition and packaging;
  • Return shipping costs are the responsibility of the customer;
  • A 20% restocking fee may apply;
  •  Custom or special-order products are non-refundable.

13) Changes & Cancellations 

  • You may request changes or cancellations within 6 hours of placing your order, as long as it has not yet been processed or shipped. After this timeframe, a 20% restocking fee may apply only to approved change-of-mind returns or incorrectly ordered items, where the product is not faulty and was supplied as described.
  • This fee does not apply to returns under the Australian Consumer Law. To request a change or cancellation, please contact us as soon as possible at support@primesmartdigital.com.au or call us on +61 1300 357 619. 
  • Please note that custom-made or made-to-order items cannot be modified or  canceled once the order is confirmed. These items go into production immediately  to meet delivery timelines.

 14) Contact Details

Prime Smart Digital is a trading name of R R Express Pty Ltd, a registered Australian company operating since 2013. Our products, policies, and shipping services are exclusively available to customers located within Australia.