Refund policy
At Primary, we want you to feel confident in your purchase. This policy outlines how we handle order cancellations, returns, exchanges and refunds.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
This policy applies to all purchases made at primarystore.com.au.
1. Order Cancellations (Before Shipping)
We accept order cancellations before shipment.
Cancellation timeframe
Cancellation requests must be submitted within 12 hours of placing your order.
Orders cannot be cancelled once they have been shipped.
How to request a cancellation
To request a cancellation, please email:
Include your full name and order number.
Refund processing
Approved cancellations are refunded to your original payment method within 2 business days.
2. Returns for Customer Remorse
(Change of mind, incorrect size selected, wrong item chosen)
We accept returns for change of mind, subject to the conditions below.
Return deadline
Returns must be requested within 14 days from the date of delivery.
Return method
Returns are accepted by mail only.
To initiate a return, email hello@primarystore.com.au with your order number, reason for return and request for a refund or store credit. We will provide return instructions.
Condition of returned items
To be eligible:
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Items must be unworn and unused
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All original tags must remain attached
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Items must be in original packaging
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Items must not show signs of wear or washing
We do not accept returns of used products for change-of-mind reasons.
Non-returnable items (unless faulty)
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Thongs
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Briefs
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Bodysuits
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Adhesive products
Return shipping
For change-of-mind returns:
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The customer is responsible for arranging and paying for return shipping.
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A return label is not provided.
Restocking fee
Approved change-of-mind refunds are subject to a 4 percent restocking fee, deducted from the refund amount.
Original shipping costs
Original shipping costs are not refunded for change-of-mind returns.
Refund processing
Once your return is received and inspected, approved refunds are processed within 2 business days to your original payment method.
3. Size Exchanges
We offer exchanges for alternative sizes, subject to stock availability.
Complimentary size exchange
We offer one complimentary size exchange per order.
To request a size exchange:
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Email hello@primarystore.com.au with your order number and requested size.
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We will provide return instructions.
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For the first exchange, we will supply a prepaid return postage label.
The item must meet all eligibility conditions outlined in the Customer Remorse section above.
Additional exchanges
If you wish to exchange again from the same order:
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You must arrange and pay for your own return shipping.
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A prepaid return label will not be supplied.
Restocking fee
No restocking fee applies to approved size exchanges.
If the requested size is unavailable
If your requested size is unavailable, you may choose:
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A store credit, or
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A refund less the 4 percent restocking fee.
4. Faulty, Incorrect or Damaged Items
We accept returns for items that are faulty, damaged, incorrectly supplied or not as described.
Timeframe
Please contact us within 14 days of delivery if you believe your item is faulty or incorrect.
How to initiate
Email hello@primarystore.com.au with your order number and clear photos of the issue.
Return shipping
If approved:
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We will provide a prepaid return postage label.
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We will cover return shipping costs.
Used faulty items
If an item becomes faulty after reasonable wear and the issue is determined to be a manufacturing defect, it may still qualify for a remedy.
Remedy
Depending on the item and stock availability, we may offer:
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Replacement
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Repair
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Refund
Replacement is generally offered where stock is available.
Refund processing
Approved refunds are processed within 2 business days of receiving the returned item.
Refunds are issued to the original payment method.
Original shipping costs are not refunded unless required under Australian Consumer Law.
5. Sale and Final Sale Items
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Sale items are eligible for exchange or store credit only.
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Final sale items are not returnable unless faulty.
6. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
