PRIME FIRE SUPPLIES PTY LTD - PRODUCT WARRANTY TERMS & CONDITIONS

Our products are warranted against defects for a period of 12 months from the date of purchase. This warranty is provided by Prime Fire Supplies.

Prime Fire Supplies will, at its discretion, repair, replace, or issue a credit for any product determined to be defective within the warranty period. To initiate a warranty claim, please follow the procedures outlined below:

Claims and Exclusions:

a. Prime Fire Supplies is not liable for any loss or damage—whether direct, indirect, or consequential—or for any claims related to deterioration, deficiency, or faults in the products, except where such issues are caused by our proven negligence.

b. Prime Fire Supplies is not responsible if the customer:

• Fails to properly maintain the products.
• Does not store the products appropriately.
• Uses the products in a manner other than their intended purpose.
• Continues to use the products after a defect has become apparent or should have been apparent to a reasonably prudent user.
• Modifies, alters, or interferes with the products without prior written consent from Prime Fire Supplies.

c. Upon discovering any issue or defect that may form the basis of a claim, you must notify Prime Fire Supplies in writing within 21 days.

d. You are required to inform us in writing of any non‑compliance with the product specifications, damage, or defects within 21 days of receiving the products. Failure to do so will be taken as acceptance of the products in their current condition.

e. If notification of non‑compliance or defects is received after the initial 21‑day period, you will be responsible for paying 20% of the product’s purchase price to cover the costs associated with processing the claim.

Prime Fire Supplies may request additional information or, if feasible, require that the defective product be returned (for example, via post) to facilitate a thorough investigation of the issue.

This warranty does not cover faults or defects resulting from product modifications, misuse, abuse, normal wear and tear, or failure to follow the provided user instructions.

You must allow Prime Fire Supplies a reasonable opportunity to investigate and rectify any defect. If a site visit is required, prompt and proper access must be granted. We reserve the right to use our own contractors for any investigations or repairs.

We will use our best endeavors to resolve any genuine defect within one calendar month of receiving written notice. However, this period may be extended due to circumstances beyond our control, such as the need to source components from overseas. In emergency situations where immediate corrective action is required, please consult with us as soon as possible and notify us immediately.

Our products include guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund in the case of a major failure, as well as compensation for any reasonably foreseeable loss or damage. Even if the defect does not qualify as a major failure, you still have the right to have the product repaired or replaced if it fails to meet acceptable quality standards. Please note that any expenses incurred for returning a product to Prime Fire Supplies are generally your responsibility.

When reimbursement applies, Prime Fire Supplies will refund only the actual cost of the product—without any additional mark-up—and only once all the procedures outlined in these terms have been fully complied with.

For further information, please contact us at 1300 123 678 or email sales@primefire.com.au.

The rights provided under this warranty are in addition to your rights and remedies under Australian Consumer Law.

Prime Fire Goods Return Policy

Any Prime Fire product purchased is covered by our 12‑month goods replacement warranty. Items returned to Prime Fire for inspection will either be credited or replaced accordingly. Additionally, our Prime Fire emergency lights come with a limited warranty of either 3 or 5 years.

Please note that we do not issue credits for aged or obsolete stock. We work closely with our customers to ensure that the correct quantities are ordered, thereby preventing issues with excess inventory.

Restocking Fee:
If a product supplied or manufactured by Prime Fire is returned in a condition that is not resalable—meaning it is not in its original packaging or shows markings or damage—no refund will be issued. Should you return a product based on your instructions, a restocking fee of generally 15% of the purchase price will be applied unless otherwise waived by Prime Fire. Returns are accepted up to 30 days from the date of purchase; beyond this period, a 20% restocking fee will apply. Prime Fire does not cover any costs associated with returning products.