Refund policy
## Returns, Refunds and Exchanges Policy
### Return approval is required
Contact Primeguardsupplies@outlook.com before returning any product. Include your order number, the reason for the request and photographs or video if the product is damaged, faulty or incorrect.
Do not send a product to our business address without written approval and return instructions. Products may need to be returned to a fulfilment partner at a different address. Unauthorised returns may be delayed or unable to be identified.
### Change-of-mind returns
We accept eligible change-of-mind return requests made within 30 days after delivery, subject to approval.
To qualify, the product must be unused, undamaged, complete and in its original packaging with all accessories, manuals and tags. Proof of purchase is required. For approved change-of-mind returns, the customer is responsible for return delivery costs and the original shipping charge is not refundable, except where required by law.
For hygiene, health and safety reasons, opened or used personal-care, grooming, bedding, feeding, litter, aquarium-care and similar products may not qualify for a change-of-mind return. Customised products, gift cards and clearance products may also be excluded where clearly disclosed and permitted by law.
We recommend using tracked return delivery. The customer remains responsible for an approved change-of-mind return until it reaches the nominated return address.
### Faulty, damaged, incorrect or not-as-described products
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. The 30-day change-of-mind period does not limit these rights.
If a product is faulty, damaged, unsafe, incorrect or materially different from its description, contact us as soon as reasonably possible. We may request photographs, video, serial numbers, packaging information or return of the product so the issue can be assessed.
The remedy available depends on the circumstances and applicable law. It may include a repair, replacement, refund or other remedy. For a major problem, customers may be entitled to choose a refund or replacement. For a minor problem, we may choose to repair the product within a reasonable time. Reasonable return costs for a product confirmed to have a problem will be reimbursed where required by the Australian Consumer Law.
### Refund timing
Approved refunds are issued to the original payment method. Financial institutions may require additional time to display the refund after it has been processed.
### Cancellations
Contact us immediately if you need to cancel an order. We will try to help, but an order cannot always be cancelled after fulfilment has commenced. This does not affect rights available under the Australian Consumer Law.