We hope you love your new purchase! However, should you need to request a return, we ask that you take the time to read our Returns & Exchanges Policy below.
Australian Returns:
If you change your mind within 14 days of fulfilment, we offer refunds or 110% store credits* subject to the following conditions:
- Product is returned in original condition with tags attached
- Product is unworn, unwashed and unused
- Product is not damaged in any way
- Product is not marked as a final sale item or purchased on an exclusive discount listed in our return conditions below
- Parcel is posted back within the 14 day return window. We will not accept change of mind returns sent outside of this window.
Australian Return Options
We offer the following return options:
- Store Credit (110%) – Get 110% of your return value as store credit with a free return label
- Refund – Receive a refund to your original payment method minus a $10 return label fee
Start an Australian Return
Click below to start your return:
Please note, original shipping costs on orders are not refunded.
International Returns:
Please note Primi does not provide a return label for international orders. Return shipping cost is the responsibility of the customer.
All the above return conditions apply to international orders. International return shipping and any reverse duties & taxes are the responsibility of the customer.
Please contact our customer service team for return postage details.
Once your return is received and inspected, your refund will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.
Faulty Items:
We deeply apologise for any inconvenience caused by faulty or damaged garments. If you believe your item has a fault, please contact our customer service team at hello@primi.com.au with your order number and images of the fault within 1 business day of receiving your order. Our team will work to resolve this with priority.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Return Conditions
110% store credit T&C'S
- Choosing a 110% store credit means no refund will be issued for your original purchase. This credit can be claimed once, and orders placed using a 110% store credit can only be returned for a refund back to store credit minus a $10 return label fee.
- 110% store credits are not available on final sale items, spend and save promotions, buy 1 get 1 free promotions or during our Afterpay, Boxing Day and Black Friday sale periods.
- 110% store credits will be issued based on the price (in AUD) of the product returned plus 10% extra (postage fees are not included).
- 110% store credits will be issued in the form of a store gift card with a 1 year expiry date from when it has been issued.
- Store credits cannot be exchanged for cash and exclude orders made using a gift card.
Returning an order purchased with a 110% store credit
Orders placed using a 110% store credit can only be returned for a refund back to store credit minus a $10 return label fee.
Cash refunds or new 110% credits will not be issued.
Final Sale Items
Final sale items cannot be returned or exchanged unless faulty. Final sale items returned will not be sent back.
Promotional Discounts
- Orders placed using a promotion that provides a free item (e.g., Buy 1, Get 1 Free) can only be returned for store credit unless the goods are deemed faulty upon receipt. Refunds or 110% store credits are not available for these orders.
- Items purchased using a Black Friday, Boxing Day or Afterpay Day offer are eligible for store credit only, minus a $10 return label fee for Australian orders. Refunds and 110% store credits are not available. Code cannot be used in conjunction with any other offer and cannot be used on gift cards.
- Spend & Save Returns: Refunds or credit notes provided will only reflect the purchase price of the item as displayed on the receipt, rather than the original RRP. The offer is available to the original recipient only and may not be transferred. Final sale items cannot be exchanged or returned unless faulty.
Gift Cards
Orders paid entirely with a gift card can only be returned back to the gift card, minus a $10 return label fee.
Cash refunds to original payment or 110% store credits are not available.
Returning Split Payment Orders
Orders paid with a mix of gift card / store credit and card payment can only be returned to the original payment methods.
The $10 return label fee will be deducted from the gift card portion.
Full cash refunds or 110% store credits are not available for mixed payment orders.