PRISM+ Australia Return & Refund Policy

All products purchased from Prismplus Pty Ltd (“PRISM+ Australia”) or their authorized channels are subjected to PRISM+ Australia return policy to the extent permissible under Australian Consumer Law (‘ACL’)

At PRISM+ Australia, we are committed to delivering premium-quality products and services at competitive prices. Your satisfaction is important to us. We accept return requests for products purchased from our official website (www.prismplus.com.au) within 15 days from the date of delivery, subject to the following terms and conditions:

Returned products must be unopened, unused, and in their original packaging, including all accessories and accompanying documentation.
For approved requests, your refund amount will be reduced by the cost of the original shipping and may incur a restocking fee*.
Returns must be initiated and completed within the country of original purchase.
Refunds will only be issued to the original purchaser.

*Restocking Fees: A restocking fee of 15%-30% of the purchase price will be applied, which will be deducted from your refund amount.

PRISM+ Australia will not charge a restocking fee on the following conditions:

The product is defective.
The product is wrongly shipped.
Product conditions are met in (clause 1).
Corporate orders

PRISM+ Australia reserves the right, at its sole discretion, to reject return, refund, or exchange requests for change-of-mind purchases or any requests deemed unreasonable or inconsistent with this policy.

For defective items: (approved by our customer service)
Please pack the items back to the original packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.

If you need to initiate a return, you can contact our customer service by dropping us an email at support@prismplus.com.au to receive the instructions on the return procedure. Our customer service team will verify the information and arrange for the return.

Kindly ensure that you have the following information included in your email:

Product Name or Model Number
Product Serial Number*
Contact Details (Name, Address, Telephone Numbers and Email Address)
Detailed Description of the Return Reason / Defect
Proof of Purchase (Order Number)

*Where to find Product Serial Number:

All return and refund decisions by PRISM+ Australia are final.

Return and Refund FAQ

How do I request a return?
>Please contact our customer service team via email or chat with the following details:

Proof of purchase (order number, order confirmation, or invoice).
Images of the product's current condition.
The reason for returning the product.

Can I return a product that was used or opened?
>Yes, opened or used products can be returned; however, they will incur a restocking fee of 15%–30% of the purchase price.
> If the packaging box is open but the product unused, it is considered an opened product and will incur a 15% restocking fee.

How is my refund amount calculated?
> The refund amount is calculated as follows:

Original total amount paid:

Minus the original shipping fees (non-refundable). If shipping is free, no further deductions will be made.

Restocking fee:

Deducted at 15%–30% of the purchase price for opened or used products.

Exceptions:

Restocking fees are waived if the product is defective or incorrectly shipped.

Example Calculation:

Original purchase price: $200 AUD + $10AUD original shipping fees
Restocking fee (20%): -$40 AUD
Original shipping fee: -$10 AUD
Refund amount: $210 AUD - $50 AUD = $160 AUD

What if my product is defective?
If your product is defective, please contact our customer service team or submit a warranty claim via this link immediately with proof of purchase and images of the defect. We will assist you with a replacement.

What is the refund process?
> Once we have received the returned items at our warehouse and upon inspection completion, the refund will be processed back to your original payment method.

Credit card refunds will be sent to the card-issuing bank within 7 calendar days of receipt of the returned product subject to your credit card bank policies.

Can I initiate a return request after the eligible return period has passed?
>Unfortunately, we are unable to accept return requests submitted after the 15-day return window. We kindly encourage our customers to submit their requests within the eligible period.

All return and refund decisions by PRISM+ Australia are final.