Refund & Return policy

Refund & Return Policy

Easy Returns & Refunds

We want you to be happy with your purchase! Here's how our return and refund policy works:

Change of Mind:

  • Unopened & unused items can be returned, but you'll cover the return shipping cost.
  • We'll charge a 15% restocking fee.
  • Please contact us for return instructions.
  • You must notify us within 14 days of delivery.

Incorrect Items:

  • We sincerely apologize if you received an incorrect item.
  • Take multiple photos or videos of the incorrect item. This will be very useful for filing a claim.
  • Please contact us for return instructions.
  • We'll arrange a free return pick-up or provide a prepaid shipping label.
  • Choose a replacement (if available) or a compensation.
  • You must notify us within 7 days of delivery.
  • Refunds will be processed within 7 days of acceptable return of items.

Damaged in Transit:

  • We sincerely apologize if you received a damaged parcel/ product upon Arrival.
  • If requested, do not sign the proof of delivery document and refuse the delivery from the courier / freight company.
  • Take multiple photos or videos of the damaged packaging (if any) and the damaged items before opening them. This documentation will be very useful for filing a claim.
  • We'll replace your product (if available) or offer a compensation in terms of a full/partial refund (depending upon case) or a discount or a store credit.
  • You must notify us within 7 days of delivery.

Faulty Products:

  • We sincerely apologize if you received a faulty product.
  • Please contact us to discuss a remedy.
  • We can arrange a free return pick-up or provide a prepaid shipping label.
  • If possible, we'll repair or replace, or compensate (as per your choice).

Exceptions:

  • Special order items (custom-made, branded, or imported) may not be returned for a change of mind.
  • Clearance or Sale Items (discounted or final sale)
  • Used or Installed Products
  • Products Not in Original Packaging (including manuals, parts, and accessories)
  • Missing or Damaged Parts (due to customer handling)
  • Orders Past the 14-Day Change of Mind Return Window
  • Items with Damaged Packaging/ Contents or Removed Labels

Additional Notes:

  • While we appreciate video evidence for faster processing, it may not be a legal requirement in all cases.
  • We adhere to all relevant consumer protection laws, including the Consumer Guarantees Act in New Zealand.
  • Full or Partial refund amount would be processed via the same mode of payment in which it was received by us with the purchase order.

Need Help?

Contact our friendly customer service team for return instructions or any questions. Don't hesitate to contact them via email info@primesolutions.co.nz or give us a call on 0800-696-885

PLEASE NOTE THAT ALL RETURNED GOODS ARE SUBJECT TO INSPECTION BY OUR WAREHOUSE TEAM AND WE WILL CHARGE 15% RE-STOCKING FEE IN CHANGE OF MIND CASES.

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