Refund policy

At Prime Decor Space, we believe that useful stationery should make everyday tasks easier, more organised, and more enjoyable. From fastening important documents with a reliable stapler to measuring accurately with a ruler or correcting small writing mistakes with an eraser, every item should meet reasonable expectations for quality and functionality.

We are committed to providing a transparent shopping experience and a fair process for customers who need assistance with an order.

This Return and Refund Policy explains the procedures and conditions for returning products, requesting refunds, receiving replacements, and resolving product-related concerns when shopping at:

Website: https://www.primedecorspace.company/

This policy is administered by WLF INVESTMENTS PTY LTD, operating from New South Wales, Australia.

1. Scope of This Policy

This policy applies to products purchased directly through the Prime Decor Space website, including:

  • Staplers and document-fastening accessories.

  • Rulers and measuring stationery.

  • Erasers and correction-related stationery products.

  • Other related office, school, and everyday writing accessories offered through our online store.

Our return procedures are intended to provide a practical way to address product concerns while respecting the consumer guarantees established under the Australian Consumer Law (ACL).

2. Change-of-Mind Returns

We understand that a customer may occasionally reconsider a purchase after receiving an item. A product may not suit the intended workspace, a different stationery style may be preferred, or the customer may simply decide that the item is no longer needed.

As a voluntary customer service arrangement, we accept eligible change-of-mind return requests submitted within 30 calendar days of delivery.

To qualify for a change-of-mind return:

  • The product must be unused and in its original condition.

  • The product should be returned with its original packaging and included accessories, where reasonably available.

  • The item must not show signs of intentional damage, alteration, or excessive handling.

  • The customer must provide an order number, receipt, or other reasonable proof of purchase.

  • The return request must be approved by our customer service team before the merchandise is sent back.

For example, an unused ruler that remains in its original condition may qualify for a change-of-mind return. A stapler that has been heavily used, modified, or damaged through improper handling may not qualify under this voluntary arrangement.

Customers are responsible for reasonable return postage costs for approved change-of-mind returns unless otherwise agreed.

Please note that this voluntary 30-day arrangement does not replace, restrict, or shorten any rights available under the Australian Consumer Law.

3. Faulty, Defective, or Damaged Products

We aim to supply stationery products that are suitable for their advertised purposes and arrive in acceptable condition.

If a product has a manufacturing defect, arrives damaged, does not match its description, or fails to meet an applicable consumer guarantee, please contact us.

Examples may include:

  • A stapler that cannot fasten documents properly despite correct assembly and ordinary use.

  • A ruler with materially inaccurate or unreadable measurement markings.

  • An eraser that is defective or materially different from the advertised product.

  • A product that arrives broken, cracked, incomplete, or otherwise unusable.

  • Merchandise that differs significantly from the item shown or described on the website.

Under the Australian Consumer Law, products purchased by consumers are generally covered by automatic guarantees, including acceptable quality, fitness for disclosed purpose, and correspondence with description.

The appropriate remedy depends on the nature and seriousness of the problem.

For a major failure, customers may generally choose between a refund and a replacement. For a minor failure, we may be entitled to choose an appropriate remedy, such as repair, replacement, or refund, within a reasonable time.

4. Products Damaged During Delivery

If your order arrives with visible damage, please contact us as soon as reasonably possible.

To help us assess the situation, provide:

  • Your order number.

  • The name of the affected product.

  • A description of the damage.

  • Photographs showing the product and packaging, where available.

  • The delivery date and tracking information, if applicable.

We will review the information and determine an appropriate resolution.

Depending on the circumstances and applicable consumer rights, the resolution may include a replacement, refund, or another suitable remedy.

Please retain the damaged merchandise and packaging until we have provided further instructions.

5. Incorrect or Missing Products

If you receive an item different from the product ordered, or if an item is missing from your shipment, please notify us.

Our team will review your order confirmation and available fulfillment information.

Where a packing or fulfillment error is confirmed, we will arrange an appropriate correction. This may involve sending the correct item, supplying the missing product, or issuing a refund where appropriate.

Customers will not be charged additional product or shipping fees to correct a confirmed fulfillment error.

6. How to Submit a Return or Refund Request

Please follow the procedure below.

Step 1 – Contact Customer Support

Email [email protected] with the subject line "Return and Refund Request."

Step 2 – Provide Your Order Details

Include your full name, order number, purchase date, and the product concerned.

Step 3 – Explain the Reason

Describe whether the request relates to a change of mind, incorrect merchandise, missing items, shipping damage, or a product defect.

Step 4 – Provide Supporting Information

Where relevant, attach photographs or other information that helps explain the issue.

Step 5 – Receive Return Instructions

Our team will review the request and provide any applicable return authorization and shipping instructions.

Step 6 – Return the Merchandise

For approved returns, package the merchandise securely and follow the instructions supplied by our team.

Please do not send a return package without first contacting us.

7. Return Inspection

Once the returned merchandise reaches our designated return location, we may inspect it to establish its condition and confirm the reason for return.

For a voluntary change-of-mind return, we may assess whether the product remains unused and satisfies the stated eligibility requirements.

For a faulty product claim, we may examine the reported issue to determine whether the product fails to meet an applicable consumer guarantee.

A product inspection will not be used to remove or reduce consumer rights that are available under Australian law.

8. Refund Methods and Processing

Approved refunds will generally be issued through the original payment method wherever reasonably possible.

Refunds may include the eligible purchase price and applicable amounts required by law.

For approved change-of-mind returns, original shipping charges, if separately paid, are generally not refundable unless otherwise agreed or required by law.

Where a customer is legally entitled to a refund because of a product failure, any applicable delivery or return costs will be handled in accordance with the Australian Consumer Law.

We generally aim to submit approved refund instructions within 5–10 business days after the return has been assessed or the refund has otherwise been authorised.

The time required for the funds to appear in your account depends on your payment provider, bank, or card issuer.

9. Exchanges and Replacements

Customers may contact us to request an exchange for an eligible product.

Exchanges may be considered when:

  • The original item satisfies the applicable return requirements.

  • The requested replacement is available.

  • The exchange can be arranged through our fulfillment process.

If a replacement product has a different price, we will explain any applicable price difference before proceeding.

For defective or incorrectly supplied merchandise, the appropriate remedy will be determined under the Australian Consumer Law rather than being restricted to an exchange.

10. Order Cancellation Requests

If you wish to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to stop processing the order before it is packed or transferred to the shipping carrier.

Once an order has been dispatched, cancellation may no longer be possible. In that situation, the relevant return procedures will apply.

If we cancel an order after receiving payment, we will arrange an appropriate refund in accordance with applicable law.

11. Products Not Eligible for Voluntary Change-of-Mind Returns

The following circumstances may prevent an item from qualifying for our voluntary change-of-mind return arrangement:

  • The product has been used beyond what is reasonably necessary to inspect it.

  • The product has been damaged through misuse or improper storage.

  • The merchandise has been altered or intentionally damaged.

  • Essential components or accessories are missing.

  • The item has been returned outside the voluntary return period without an agreed extension.

These limitations do not exclude statutory remedies for products that fail to meet Australian Consumer Law guarantees.

12. Consumer Rights Under Australian Law

Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.

Customers may have rights to a repair, replacement, refund, cancellation, or compensation depending on the circumstances of the purchase and the nature of the product failure.

These statutory rights exist independently of our voluntary return arrangements and are not limited to the 30-day change-of-mind period.

13. Contact Information

For assistance with returns, exchanges, damaged deliveries, or refunds, please contact:

Business Name: WLF INVESTMENTS PTY LTD
Trading Name: Prime Decor Space
Contact Person: Sharon Duncan
Email: [email protected]
Website: https://www.primedecorspace.company/

Return Address:

WLF INVESTMENTS PTY LTD
131 Kinghorne St
Goulburn NSW 2580
Australia

Please obtain return instructions before sending merchandise to this address.

14. Policy Amendments

We may update this Return and Refund Policy when necessary to reflect improvements in customer service, operational procedures, product offerings, or changes in applicable legislation.

The latest version will be published on our website with its effective date.

Any changes will remain subject to consumer rights that have already arisen or that cannot legally be excluded.

15. Governing Law

This policy is governed by the laws of New South Wales and applicable Commonwealth laws of Australia, including the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Where applicable, the Fair Trading Act 1987 (NSW) and other relevant consumer protection requirements will also apply.

If any provision of this policy conflicts with a mandatory legal right, the applicable legal requirement will prevail.