Refund policy

Last updated: February 2025

Overview

This Returns & Refunds Policy applies only to purchases made directly through the Partners in Prime website. Products purchased from third-party retailers must be returned or refunded through the original retailer. This policy is in addition to your rights under the Australian Consumer Law (ACL).

Change of Mind Refunds

We offer store credit or exchanges for eligible items returned within 30 days of delivery, provided all conditions in this policy are met. If you wish to cancel an order, contact us as early as possible — if the order has already shipped you will need to return the item after delivery.

Pre-Order Cancellations

Pre-orders may be cancelled prior to dispatch by contacting us with your order number.

If a pre-order has already been dispatched, our standard returns conditions apply.

Eligibility for Change of Mind Refunds

  • Item is not a special order, custom-made, altered, or personalised.
  • Returned with the original receipt or proof of purchase.
  • Unopened, unused, in original sealed packaging and original condition.
  • All tags, loose parts, manuals and accessories are included.
  • Not a gift card or e-voucher.
  • Not discontinued, discounted, or purchased on sale (unless otherwise specified).
  • Not part of a bundle deal.
  • Not a large or bulky item (items exceeding 20 kg or 1.2 m in length may be excluded).

Hygiene and Product Integrity

For hygiene and safety reasons, change-of-mind returns must remain unopened and in their original sealed packaging. Items that are opened, resealed, or show signs of use will not be eligible for a change-of-mind refund or exchange.

Bedding, Mattresses and Linen

Due to hygiene regulations, bedding, mattresses and linen items cannot be returned or exchanged once their packaging has been opened, unless the product is deemed faulty under the Australian Consumer Law.

Inspection and Processing

All returns are inspected on receipt. If an item is found to be opened, used, damaged, or not in original sealed packaging, the return may be declined and the item returned to you at your expense. Allow up to 10 business days from receipt for return processing.

Return Shipping Costs

Change-of-mind returns must be shipped at your expense. Original shipping and handling charges are non-refundable. All approved returns must be sent with tracking — you must provide tracking details so we can locate and process your return. For exchanges, a flat $11.95 shipping & handling fee applies to dispatch the replacement item.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, please contact us at support@partnersinprime.com.au within 48 hours of delivery and include photographs of the item and packaging. Claims for faulty or defective items will be assessed under the ACL. If a product is found to have a manufacturing fault or fails a consumer guarantee, we will provide a suitable remedy (repair, replacement or refund) at no cost to you.

Consumer Guarantees

Your purchases are protected by guarantees under the Australian Consumer Law. For a major failure you may choose a refund, replacement or repair. For minor failures we will repair the item or, at our discretion, replace or refund it. Proof of purchase is required for all ACL claims. Damage caused by misuse, neglect or abnormal use is not covered.

Refund Method

Refunds for eligible purchases will be issued to the original payment method where possible. Purchases made by gift card, award points or via a gift receipt will be refunded as Partners in Prime store credit unless otherwise required by law. Refunds via digital wallets (Apple Pay, Google Pay, etc.) will be returned to the same wallet used for payment.

Payment Processing Fees

Please note that payment processor fees are not recoverable and may apply to refunds:

  • Buy Now, Pay Later refunds may incur a non-recoverable fee (charged by the provider).
  • For change of mind refunds, payment processing fees may be deducted. Credit/debit card refunds may incur a non-recoverable transaction fee (charged by the processor).

How to Return an Item

  1. Email support@partnersinprime.com.au with your order number, reason for return and photos if applicable.
  2. Pack the item in its original packaging and include proof of purchase and any accessories.
  3. Ship the item back to us with tracking and retain your tracking number until the return is processed.

Contact

For all returns, exchanges or order enquiries please contact: support@partnersinprime.com.au

This Refunds Policy is subject to change. Please check this page periodically for updates.