Refund policy

 

Items that are purchased from our online store can be returned within 14 days of the purchase date for a refund or credit. Unless otherwise explicitly stated by Us, Delivery Fees will not be refunded if you return goods for change of mind or you made an incorrect selection, including if you ordered the incorrect size, colour etc.

Eligibility For Returns

To be eligible for a return, your item must be unused and in resalable condition with the original packaging. If an item does not meet these standards, the returned items will be shipped back to the sender at the buyers expense.

If you simply changed your mind or placed an order incorrectly from our online store, items can be returned at buyer's expense within 14 days of the purchase date for a refund or credit for the item price only.

Several types of goods are exempt from being returned includes:

• Gift cards
• Kranzle Pressure Washers
• BLO car dryers
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Returns Procedure

1. Send an email to info@primefinish.com.au with details on your order number and the item/s.

2. Our Customer Service Department will issue you a Return Authorisation Number (RAN) and advise our return address.

3. Please organise for the items to be sent back to us via Australia Post. Once you have done so, please email a photo of the shipping receipt to info@primefinish.com.au to enable us to process your refund promptly. Or you are free to drop off the items to a member of staff at our store.

4. In the returning parcel please include:

• Return Authorisation Number (RAN)
• The item/s you wish to return
• Protective measures for fragile items

5. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if your refund has been approved or rejected. 

6. If your refund is approved, your refund will be the amount you paid for the items returned (excluding original postage charge and any postage charges incurred by returning items). It will be processed and a credit will automatically be applied to your original method of payment.

Note that the refund timeframe varies based on payment method but it would usually go through within 3-14 business days. If you have not received the refund within this period, please contact your bank / financial institution directly to investigate further. Note for ZipPay payments, refunds do take longer to clear and you will need to check directly with them.

If you have completed all the steps above and your refund still has not been received, please contact us at info@primefinish.com.au. 

Returns Shipping Cost

Customers are generally responsible for the return shipping costs, however this cost is refundable if the item is accepted as a faulty item and is covered under manufacturer's warranty. Otherwise, the cost of return shipping will be deducted from your refund.Depending on where you live, the time taken to receive your exchanged product may vary.

Returns and Refunds for Damaged or Faulty Items

All items are sold with a Standard Warranty that ensures the items you ordered are received by you in good working order and are able to be used as intended by the manufacturer and/or as specified by us.

Prime Finish Car Care will replace a product if it is found to be either damaged or not working correctly when it is received. This situation is termed 'Dead on Arrival' or DOA. The DOA period is 14 days from the date your order leaves our warehouse. Please contact the team at Prime Finish Car Care prior sending your item back at info@primefinish.com.au.  If Prime Finish Car Care no longer has the product in stock then a credit voucher or, in the case of a DOA, a full refund will be provided. The return shipping charges will be arranged at our cost.

If an item in your order appears to have been damaged please can you include photos of both the packaging and the item damaged when you notify us, so that we can process your claim quickly.

If we are notified of a problem after this 14-day period, or if the product becomes faulty under normal use at some time after it is received, then the product's warranty will apply.

Warranty

Most products contain a warranty statement on their label. Please refer to each item's listing for the applicable warranty period, which may vary from product to product.

If you still can not find the information, please send an email to info@primefinish.com.au and we will advise accordingly.

Exclusions

Replacements or refunds under warranty do not apply if the product has not been installed, operated, used and/or maintained in accordance with any instructions provided with the product.

If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, Prime Finish Car Care expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product.

Revised and effective 10th Aug 2023
Prime Finish Car Care, ABN:19618313367