REFUND & RETURNS POLICY

 

At PRIMECARE, we want you to shop with confidence as we have the same confidence in our products offering 12-Month Warranty on all of our products.  If something isn’t quite right, we're here to help make things easy. In the unlikely event that you experience an issue with your product, please get in contact with us right away at info@primecaresports.com.au

We accept returns on most products within 14 days of receiving your order.

To qualify, items must be:

  • Unused and in their original condition

  • In the complete original packaging

  • Accompanied by proof of purchase

You can choose between:

  • A REFUND to your original payment method, or

  • A STORE CREDIT for a future purchase

PLEASE NOTE:
Shipping charges are non-refundable, and customers are responsible for return postage unless the item is faulty or sent in error.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, faulty, or not what you ordered, please contact us within 7 days of delivery.

We will organise:

  • A replacement product,

  • A refund, or

  • Store credit

PRIMECARE will cover all return shipping costs for these situations.

We may request:

  • Photos of the product and packaging

  • A brief explanation of the issue 

RETURN CONDITIONS

Where a return is approved:

  • Items must be returned in original condition where possible

  • Items must not show signs of misuse or damage caused by the customer

  • Items must include original packaging where applicable

Return shipping costs may apply unless the product is faulty.

 

 

HIRE OR RENTAL EQUIPMENT

 

For PRIMECARE hire services:

  • Hire fees are non-refundable once the hire period begins

  • Equipment must be returned in the same condition it was received

  • Damage, misuse, or loss of equipment may result in repair or replacement charges

 

Late returns may incur additional hire fees.

 

 

MOBILE RECOVERY SERVICES

 

For mobile recovery bookings:

  • Cancellations should be made as early as possible (LEAST 24 HOURS PRIOR)

  • Late cancellations or missed sessions may not be refundable

  • PRIMECARE reserves the right to reschedule sessions due to unforeseen circumstances

 

 

 

AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes rights you may have under the Australian Consumer Law.

Customers are entitled to a replacement or refund for a major fault and compensation for any reasonably foreseeable loss or damage.

 

HOW TO START A RETURN

Contact Us anytime:

📧 info@primecaresports.com.au

Please include:

  • Your order number

  • The reason for your return

  • Photos (if relevant)

We’ll get back to you within 1–2 business days with the next steps.

RETURN ADDRESS

Once your return is approved, we’ll provide the correct return address.
(Returns cannot be sent back without prior authorisation.)

We strongly recommend using a tracked shipping method, as we cannot be responsible for lost parcels.

PROCESSING TIMES

  • Refunds are processed within 3–5 business days after we receive and inspect the returned item.

  • Store credits are issued within 24 hours of approval.