Returns & Refunds Policy

Last updated: 20 May 2026

This Returns & Refunds Policy explains your rights when something
goes wrong with a Product purchased from primetrailersaustralia.com,
and the process for returning a Product or requesting a refund, repair
or replacement. It applies in addition to — and does not limit — your
rights under the Australian Consumer Law (ACL).

1. Your rights under the Australian Consumer Law

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
  compensation for any other reasonably foreseeable loss or damage;
  and
• 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.

A “major failure” includes when the Product:

• has a problem that would have stopped you from buying it if you’d
  known about the problem;
• is significantly different from the description, sample or
  demonstration;
• is substantially unfit for its common purpose and can’t easily be
  fixed within a reasonable time;
• doesn’t do what you asked for and can’t easily be fixed within a
  reasonable time; or
• is unsafe.

For non-major failures, we will offer to repair the Product within a
reasonable time. If we cannot repair it within a reasonable time, we
will offer you a replacement or a refund.

These rights apply regardless of any other warranty offered by us or
the manufacturer.

2. Change of mind

Because trailers and shipping containers are large, custom-handled
goods, we have the following rules for change-of-mind returns:

For an eligible change-of-mind return:

• the Product must be unused, unregistered, undamaged, and in its
  original condition;
• you must contact us first to arrange the return — do
  not send the Product back without authorisation;
• you are responsible for the cost and risk of returning the Product
  to our yard at 21 George Crescent, Ciccone, NT 0870;
• we may charge a restocking fee of up to 15% of the
  purchase price to cover handling and reconditioning; and
• once we receive and inspect the returned Product, we will refund
  the purchase price (less any restocking fee and any original delivery
  charges) to your original payment method within 10 business
  days.

Change-of-mind returns are offered as a courtesy and are separate
from your statutory rights under the ACL.

3. Damaged, faulty or incorrect Products

Damage in transit

Please inspect your Product at the time of delivery. If you notice
any damage:

1. Note the damage on the carrier’s delivery docket before
   signing.
2. Take clear photos of the damage and the packaging (if any).
3. Contact us within 24 hours of delivery on +61 480
   844 836 or info@primetrailersaustralia.com.

We will arrange a freight insurance claim and either repair, replace
or refund the Product, depending on the extent of the damage and your
preference.

Manufacturing faults or non-compliance

If your Product develops a fault that is not the result of misuse,
normal wear, modification, accident, or inadequate maintenance:

1. Contact us with a description of the fault, photos or video, and
   your invoice or order number.
2. We will assess the fault, in some cases with the assistance of the
   manufacturer or an independent inspector.
3. Depending on whether the fault is a major or non-major failure, we
   will offer you a repair, replacement, or refund in line with the
   ACL.

Wrong Product supplied

If we have supplied a Product that does not match what you ordered
(e.g. wrong size, wrong configuration, wrong colour), please contact us
within 7 days of delivery. We will arrange to collect
the incorrect Product at our cost and supply the correct Product as soon
as possible, or refund you in full at your option.

4. How to make a claim

To start any return, refund, repair or replacement claim, please
contact us with the following information:

• your name and order or invoice number;
• a description of the issue;
• photos or video of the Product, including any damage or fault;
  and
• your preferred outcome (repair, replacement or refund).

Contact:

• Email: info@primetrailersaustralia.com
• Phone: +61 480 844 836
• Hours: Mon–Sat 8am–5pm ACST

We aim to acknowledge your claim within 2 business
days and to provide an outcome within 10 business
days, unless an independent inspection or manufacturer
assessment is required (in which case we will keep you informed of the
expected timeframe).

5. Refund method and timing

• Refunds are issued to the original payment method
  used to place the order.
• Card and bank refunds are processed within 10 business
  days of approval. Your bank may take additional time to display
  the refund on your statement.
• Where the original payment method is no longer available, we will
  discuss an alternative refund method with you (e.g. direct bank
  transfer).
• We do not provide cash refunds.

6. What is not covered

To the extent permitted by law, the following are not covered by this
Returns & Refunds Policy (but may still be covered by the ACL where
applicable):

• damage caused by misuse, overloading, accident, neglect,
  modification, or failure to follow the manufacturer’s instructions;
• normal wear and tear, including tyres, brake pads, bearings, paint
  scratches, and surface rust on used containers;
• damage caused by failure to maintain the Product in accordance
  with the recommended service schedule;
• Products that have been modified or repaired by a third party
  without our authorisation; and
• consumables (e.g. lighting globes, fuses) once installed and
  used.

7. Cancelling an order before delivery

• For in-stock Products, you may cancel an order before dispatch for
  a full refund of any payments made.
• For custom-built or made-to-order Products, deposits are not
  refundable once production has commenced. If you cancel before
  production commences, your deposit will be refunded less any reasonable
  administration or design costs already incurred.

8. Contact us

• Swinton Prime Trailers Australia — ABN 61 826 340 915
• 21 George Crescent, Ciccone, NT 0870
• info@primetrailersaustralia.com / +61 480 844 836

This Policy does not affect your statutory rights under the
Australian Consumer Law.