Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with all tags, labels and stickers, and in its original packaging.

To start a return, please contact us at hello@primarystore.com.au. If your return is accepted, we will send you instructions on how to package and send your items back to us. Items sent without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@primarystore.com.au.

Damages

Please inspect your order when you receive it and contact us immediately at hello@primarystore.com.au if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned. For hygiene and safety reasons, we can not accept returns for briefs, thongs, bodysuits and adhesive solutions.

Please be in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

Please be in touch before returning the item for an exchange so we can hold the new item in stock.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days less a 4% restocking fee. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@primarystore.com.au.

Change-of-mind refunds

For any product deemed acceptable for a return, we will allow change-of-mind refunds within 14 days of receiving your items less a 4% restocking fee.

Sale items

Refunds are not available for purchases of items on sale, this includes items purchased using a discount code (aside from our welcome code) or a discounted item price. Primary will provide an exchange where possible or an online credit. Final Sale items are not able to be returned unless faulty.

Return shipping costs

Change-of-mind return postage costs are at your own expense.

Within Australia, if your return is for an exchange of size, or if your item is faulty or not as ordered, we’ll provide a prepaid shipping label or barcode for you to take to the post office. Complimentary return shipping for size exchanges is available once per order.

From New Zealand, if the item(s) being returned has been deemed faulty or not as ordered by you, we will supply you with a prepaid shipping label. If the item(s) being returned are exchanged for another size, you are responsible for the return shipping costs.

Internationally, with the exception of New Zealand, if the item(s) being returned has been deemed faulty or not as ordered by you, we will supply you with a prepaid shipping label. If the item(s) being returned are exchanged for another size, you are responsible for the return shipping costs.