Return and Refund Policy

Last updated: August 22, 2026

Returns within 30 days

PrimeGuard Supplies offers a 30-day return period. You may request a return within 30 calendar days after your order is delivered.

To request a return, email support@primeguardsupplies.com and provide:

• Your name and order number
• The product you wish to return
• The reason for the return
• Photographs of the product and packaging if it arrived damaged, is faulty, or is not the product ordered

We normally respond to return requests within one business day.

Please do not send a product to PrimeGuard Supplies, Renniks, BCW Supplies, or another supplier until we have approved the return and provided the correct instructions. The correct return destination depends on the product, fulfilment location and reason for return.

Products sent to an unauthorised address may be delayed, refused or returned to the sender.

Change-of-mind returns

For a voluntary change-of-mind return, the product must be:

• Unused and undamaged
• In a resalable condition
• Complete with all included parts, accessories and documentation
• In its original packaging
• Accompanied by the receipt or other proof of purchase

The customer is responsible for the cost and safe delivery of a change-of-mind return. We recommend using a trackable shipping service because the customer remains responsible for the product until it reaches the authorised return destination.

For an approved change-of-mind return:

• The original product price will be refunded after the product has been received and inspected.
• Original delivery charges are not refundable.
• Return-postage costs are not refundable.
• We do not charge a restocking fee.

A product that has been used, damaged after delivery, returned incomplete, or returned in a condition that prevents resale may not qualify for a voluntary change-of-mind refund.

These change-of-mind conditions do not limit any rights that apply to faulty, damaged, unsafe or incorrectly described products.

Damaged, faulty or incorrect products

Please inspect your order promptly after delivery.

If your order arrives damaged, contains the wrong product, is missing an item, or appears to be faulty, contact support@primeguardsupplies.com as soon as reasonably possible. Include your order number, a description of the problem and clear photographs where possible.

PrimeGuard Supplies will assess the issue and provide instructions. Depending on the circumstances and applicable law, the available remedy may be a repair, replacement or refund.

If a return is required because the product is confirmed to be faulty, damaged in transit or incorrectly supplied, PrimeGuard Supplies will arrange an appropriate return method. This may include providing a prepaid return label or reimbursing reasonable return-postage costs. Please obtain our approval before paying for return postage.

Do not send a product directly to Renniks, BCW Supplies or another fulfilment partner unless PrimeGuard Supplies has specifically instructed you to do so.

Australian Consumer Law

Products sold to Australian customers come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement. If the failure is not major, we may be entitled to provide a repair or another appropriate remedy within a reasonable time.

A product does not need to be in its original packaging for a customer to exercise a valid right relating to a faulty product. Proof of purchase may still be required.

This 30-day return policy is in addition to, and does not limit, any rights or remedies available under the Australian Consumer Law.

Sale and discounted products

Sale and discounted products are covered by the same Australian Consumer Law guarantees as full-price products.

A sale or discounted product may be returned when it is faulty, unsafe, incorrectly described or otherwise fails to meet an applicable consumer guarantee.

A voluntary change-of-mind return for a sale product will be considered under the same 30-day eligibility conditions described in this policy unless the product was clearly identified as final sale before purchase. Any final-sale designation does not remove statutory rights relating to faulty or incorrectly described products.

Gift cards and custom products

Gift cards cannot be returned or exchanged for cash except where required by law.

Custom-made, personalised or specially ordered products are generally not eligible for a voluntary change-of-mind return. This exclusion does not apply where the product is faulty, damaged, unsafe, incorrectly supplied or materially different from what was ordered.

Exchanges

If you would like a different product, contact us before returning the original item.

The quickest process is normally to return the eligible item for a refund and place a separate order for the replacement product. A replacement order is subject to current availability and pricing.

Renniks product warranty

Certain Renniks products may include a manufacturer’s warranty against defects in materials or workmanship. Any manufacturer’s warranty is additional to rights available under the Australian Consumer Law.

To make a warranty enquiry, contact support@primeguardsupplies.com with your order number, a description of the fault and photographs where possible. PrimeGuard Supplies will coordinate the claim and advise whether inspection, repair, replacement or return is required.

Damage caused by misuse, accidents, unauthorised modification, improper storage, exposure to unsuitable moisture or chemicals, or ordinary wear and tear may not be covered by a manufacturer’s warranty. These warranty exclusions do not limit rights that cannot legally be excluded.

Refunds

After an authorised return has been received and inspected, we will notify you whether the refund has been approved.

If approved, PrimeGuard Supplies will initiate the refund to the original payment method within 10 business days. Your bank, card issuer or payment provider may require additional time to process and display the refund after it has been issued. Your bank or payment provider may require additional time to process and display the refund.

For an approved change-of-mind return, the refund normally covers the returned product price only.

For a faulty, damaged or incorrectly supplied product, the refund will include any amounts required under applicable consumer law.

If more than 15 business days have passed since we confirmed that your refund was approved, contact support@primeguardsupplies.com.

Order cancellations

If you need to cancel an order, contact us as soon as possible.

We will attempt to cancel the order before it enters processing or dispatch, but cancellation cannot be guaranteed once fulfilment has begun. If the order has already been dispatched, it will normally need to be handled as a return after delivery.

Contact details

PrimeGuard Supplies
Registered Australian business name
ABN 92 501 036 824

Business and correspondence address:
13 Dulcie Street
Raceview QLD 4305
Australia

Email: support@primeguardsupplies.com
Phone: +61 414 154 668

We normally respond to customer enquiries within one business day.

Important: The address above is our registered business and correspondence address. It is not automatically the return address for every order. Because products may be fulfilled from different Australian or United States locations, customers must contact us and obtain return authorisation and the correct return address before sending an item. Products sent to the business address or directly to a supplier without return authorisation may be delayed or refused.