$ AUD
Withdrawal, Returns, and Refund Policy
Prime Automate Australia
Withdrawal Policy
Customers who purchase from Prime Automate Australia as private individuals, and not as a business or company, may withdraw from their purchase within 14 days from the date of delivery, where permitted under applicable law.
This withdrawal right does not apply to purchases made by companies, businesses, or individual firms.
To request a withdrawal, the customer must email info@primeautomate.com.au and clearly state the intention to withdraw from the purchase. The request should include the customer’s name, address, order number, delivery date, and the products concerned.
All returned products are subject to inspection. Approval to return an item does not imply confirmation of defects or non-conformity. Inspection and technical verification may take up to 7 business days for consumer purchases and up to 15 business days for non-consumer purchases.
Products must be returned unused and handled only as necessary to verify their condition. The original packaging must be protected with additional outer packaging to prevent damage during transit. Returns must be shipped using a trackable service and must be insured when the product value exceeds AUD 500. Products must be returned within 14 days of return approval.
If inspection shows that the product has been tampered with, altered, or improperly handled, Prime Automate Australia reserves the right to refuse the refund. The customer will be notified of this decision.
Order Availability and Cancellations
All orders are subject to product availability. Stock levels may change due to supplier constraints, offline sales, or multiple customers placing orders at the same time. Availability cannot be guaranteed until the order is confirmed.
In certain cases, such as promotional pricing or limited supply, Prime Automate Australia may propose reduced quantities or alternative products. Customer approval is required before proceeding. If approval is not provided, the order will be cancelled.
If an order cannot be fulfilled, the customer will be notified by email. Where possible, an alternative solution may be offered. If no alternative is accepted, a refund will be issued using the original payment method. Prime Automate Australia is not responsible for losses resulting from order cancellation due to unavailability.
Customer-Initiated Cancellations
Customers may request cancellation by emailing export@primeautomate.com.au. Cancellation without charge is only possible if order processing has not yet started, as confirmed by order status or email notification.
If order processing has already begun, cancellation may still be approved subject to applicable costs. These may include administrative handling fees, sourcing costs, transport charges, customs duties, banking and currency exchange fees, and a possible cancellation fee of up to 40 percent of the product value. Any reduction in product value due to condition or handling may also be deducted.
All applicable costs will be communicated to the customer. The cancellation will take effect once the customer confirms acceptance of the charges. If no response is received within 72 hours, acceptance will be considered confirmed.
Return shipping costs for cancelled orders are the responsibility of the customer. Shipments must be trackable and insured when required.
Products Damaged During Transit
If a shipment arrives in visibly damaged condition, delivery should be refused.
If the shipment is accepted, the customer must record the damage on the courier’s delivery documentation, keep the products and packaging as received, and notify Prime Automate Australia immediately by email so a courier inspection can be arranged.
Upon delivery, customers must verify that the number of packages matches the transport documentation and that the packaging is intact. Any visible damage or discrepancies must be reported to the courier at the time of delivery. Claims cannot be accepted once the delivery document is signed without reservation.
If the customer provides an incorrect shipping address, any resulting delays or additional costs will be charged to the customer. Refunds are not available in such cases.
Shipping Returns
To return your product, you should mail your product to the following address:
Prime Automate Australia
99–103 Broadwater Ave
Hope Island QLD 4212
Australia
All return shipments must be trackable and insured when the value of the goods exceeds AUD500.
Refund Method
Approved refunds will be issued using the same payment method used at the time of purchase, including credit card, PayPal, or bank transfer.