Our Commitment to Quality & Customer Satisfaction
At PrimeRig 4x4, we stand behind the quality of our gear. We want you to be completely satisfied with your purchase and confident in its performance on and off the trail. This policy outlines our process for returns and refunds, ensuring a fair and transparent experience in compliance with the Australian Consumer Law (ACL).
Returns Policy at a Glance
| Return Type | Timeframe | Outcome |
|---|---|---|
| Faulty, Damaged, or Incorrect Item | Within 14 Days of Delivery | Replacement, Repair, or Full Refund |
| Change of Mind | Within 14 Days of Delivery (at our discretion) | Store Credit or Refund (less shipping & restocking fee) |
Returns for Faulty, Damaged, or Incorrectly Supplied Products
Your satisfaction is our priority. Under the Australian Consumer Law, you are entitled to a remedy if a product is faulty, damaged in transit, or not the item you ordered.
If you believe you have received a faulty, damaged, or incorrect item, please follow these steps:
- Contact Us Promptly: Please email our support team at [Insert Email] within 14 days of receiving your order.
- Provide Details: In your email, please include your full name, order number, and a clear description of the issue.
- Include Photos/Videos: To help us resolve the issue quickly, please attach clear photos or a short video showing the fault, damage, or incorrect item.
Our team will assess your claim and, if approved, will arrange for a replacement, repair, or full refund, including any shipping costs incurred.
Change of Mind Returns
We encourage you to choose your products carefully. While we are not obligated to provide a refund for a change of mind, we want to be flexible where possible.
At our discretion, we may accept a return for a change of mind under the following strict conditions:
- You must contact us to request a Return Authorisation (RA) within 14 days of delivery.
- The product must be brand new, unused, and in its original, unopened packaging with all seals intact.
- You are responsible for all return shipping costs, and we recommend using a trackable service.
- Approved "change of mind" returns will be issued as a store credit or a refund, less the original shipping costs and a 15% restocking fee to cover processing and handling.
Warranty Claims
All our products are covered by a manufacturer's warranty. Warranty periods and terms vary by product and are detailed on the individual product page. This warranty covers manufacturing defects and faults but does not cover issues arising from the exclusions listed below.
Important Exclusions & Conditions
Please note that our returns and warranty policy does not cover:
- Damage caused by incorrect installation, failure to follow product instructions, misuse, neglect, or accidents.
- Normal wear and tear, including cosmetic damage, fading, or natural breakdown of materials over time.
- Products that have been modified, altered, or used for purposes outside of their intended design (e.g., competitive racing).
- Installation of Electrical Products: To be eligible for a warranty claim, all electrical products (e.g., lighting, winches) must be installed by a licensed and qualified auto-electrician. Proof of professional installation (e.g., a receipt) will be required for any warranty claims on these items.
How to Initiate a Return
All returns must be authorised by our team before being sent back. To start a return, please email us at [Insert Email] with your order number and the reason for the return. We will provide you with a Return Authorisation (RA) number and further instructions.
Refund Processing
Once your return is received and inspected by our team, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.