Refund policy

Refund & Returns Policy

At Prism Supply, operated by Victoria Jane Wilsdon, we want you to be completely satisfied with your purchase. This Refund & Returns Policy sets out your rights and our obligations regarding cancellations, returns, and refunds for customers located in the United Kingdom.

Because our online store operates out of Australia and sells directly to consumers in the United Kingdom, your purchases are governed by UK consumer protection laws, including the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order without giving any reason within 14 calendar days of receiving your goods.

  • Cancellation Window: The cancellation period expires 14 days after the day on which you (or a third party designated by you, other than the carrier) acquire physical possession of the items.

  • Notification: To exercise your right to cancel, you must inform us of your decision by sending a clear, written notice before the 14-day period expires to:

2. Returning Your Goods

If you cancel your order under the 14-day cooling-off period, you must send back the items to us without undue delay and no later than 14 calendar days from the day on which you communicate your cancellation to us.

  • Condition of Items: Returned items must be unused, unwashed, in their original condition, and with all original tags and packaging intact. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items (similar to what would be allowed in a physical shop).

  • Return Shipping Costs: Unless the item is faulty, incorrect, or damaged upon arrival, you (the customer) are responsible for paying the direct cost of returning the goods to us.

  • Proof of Postage: We strongly recommend using a tracked postal service and retaining proof of postage, as we cannot accept responsibility for items lost or damaged in transit back to us.

3. Damaged, Faulty, or Incorrect Items

Under the UK Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If you receive an item that is damaged, defective, or not what you ordered:

  • Short-Term Right to Reject (30 Days): If your item is faulty or unfit for purpose, you have a statutory right to reject the goods and receive a full refund within 30 days of delivery.

  • Repair or Replacement (After 30 Days): If a fault occurs after 30 days, you are entitled to request a repair or replacement. If a repair or replacement is not possible or unsuccessful, you may be entitled to a price reduction or a full refund.

  • Return Costs for Faulty Items: If an item is verified as faulty, damaged, or incorrect, we will refund the original purchase price, standard delivery costs, and reasonable costs incurred by you to return the item. Please contact us at prismsupply@outlook.com with photographs and details of the fault before returning the item.

4. Exceptions to the Right to Cancel

Unless faulty, we cannot accept returns or offer refunds for the following types of items due to health protection, hygiene, or customisation reasons:

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons (such as underwear, swimwear, or pierced jewelry) if they have been unsealed after delivery.

  • Bespoke, custom-made, or personalized items made specifically to your specifications.

5. Refund Processing

Once your return is received and inspected, we will send you an email notification confirming receipt and updating you on the status of your refund.

  • Refund Method: Approved refunds will be processed to your original method of payment (processed securely via Shopify Payments).

  • Refund Timeline: We will reimburse you without undue delay, and no later than 14 calendar days from:

    1. The day we receive the returned goods back from you; or

    2. The day you provide verifiable proof that you have sent the goods back (whichever is earlier).

  • Delivery Fee Refunds: If you cancel your entire order within the statutory 14-day cooling-off period, we will refund the standard outbound delivery charges paid by you. If you selected a premium, expedited delivery option, only the standard delivery fee equivalent will be refunded.

6. Business & Contact Information

Store Name: Prism Supply

Business Owner / Legal Entity: Victoria Jane Wilsdon

Email: prismsupply@outlook.com

Telephone: +61 452 199 183

Physical Address: Rosepark Drive, Melonba, New South Wales, 2765, Australia

Compliance Review & Pending Information Needed

Before publishing this policy live on your Shopify store, please review and supply the following missing pieces of information:

  1. Return Address (Crucial for UK Customers):

    • Status: Currently, only your business address in Australia (Rosepark Drive, Melonba, NSW 2765) is provided.

    • Action Required: If you have a specific return address, a localized UK return hub, or a third-party logistics (3PL) facility handling UK returns, you must insert that precise street address into the policy. If all returns must be shipped directly back to your Australia address, you must explicitly state this so UK buyers know they will be shipping internationally for returns.

  2. Customs, Import Duties & VAT Transparency:

    • Status: Goods shipped from Australia to UK retail buyers may incur UK VAT, customs duties, or handling charges at import.

    • Action Required: Specify whether UK VAT is included in the checkout price (e.g., if registered under UK VAT / IOSS scheme) or if the customer is responsible for paying any UK import fees/duties upon arrival.

  3. Standard Processing & Dispatch Timelines:

    • Status: The policy outlines statutory refund deadlines.

    • Action Required: Ensure your upcoming Shipping Policy matches these exact terms regarding fulfillment windows, dispatch locations, and UK carrier services.