Return Policy

We hope you love your new products just as much as we loved creating them for you. Ultimately the decision on size, style and to purchase is up to you as a customer. We understand, however, that sometimes things don’t go to plan. We seek the complete satisfaction of our honour customers. Premium Brands Australia online store is happy to offer honour customers.

With an exchange or refund within 30 days of purchase for any goods that you find unsuitable purchased on our Premium Brands Australia (PB Australia) online store :  pb-australia-store.com

Returns can be sent via Australia Post and here are the steps for the return process:

  1. Please read the “Important Things to Note “section of this policy to ensure we can accept your goods.
  2. Please download and complete the return form below.
    DOWNLOAD RETURN & EXCHANGE FORM
  3. Send your form back to us and your request will be reviewed.
  4. Return the full packaging to our return distribute centre once your request has been accepted. 

 

Important things to note

There are few important things to know before returning an item(s) :

  • Any returns, exchanges or refunds will be processed by PB Australia online store only if the customer has purchased the product/s through our PB Australia website : pb-australia-store.com
    *Items purchased through PB retail stores must be returned to the place of purchase for exchange/refund.
  • The original sales receipt must be presented.
  • Merchandise must be in new and unused condition and as its original packaging with all labels and product swing tags attached.
  • Footwear should be tried and tested indoors only and returned shoe boxes must be free of tape and stickers to ensure they can be restocked. The shoe box must be in its original condition and not be damaged in any way.
  • Any item returned that does not meet these criteria above will be returned to the customer at your expense and a exchange / refund will be declined.
  • A full refund of the purchase price (minus any shipping charges) will be issued to the original credit card for all items confirmed returned in a re-saleable condition.

 

Final sale - sale online returns

Sale items* (advertised as ‘SALE’ categories) are considered Final Sale, and therefore Refund of the Sale price item is not accepted.

However, If you still would like a refund for both items, the cost to return those items will be at your expense. Once they're received back by us, we will refund the order in total, not including any shipping costs you've incurred.

If you would like a refund on the cheaper discounted item, we will refund the discounted price you paid. Returning the item to us will be at your expense.

Free exchanges to do not apply to any transactions using this sales promotion.

We're happy to exchange but it will be at the customer's expense.

 

 

Online return and exchange

If for any reason, you change your mind and no longer want a full price item(s) purchased from pb-australia-store.com, please return it to us online within 30 days of purchase for an exchange equal / above to the value paid for the item(s).
Sale* items (excluding items advertised as ‘SALE’) can be returned for an exchange.
Online Final Sale Item(s) purchased from (advertised ‘Sale Tag’and ‘SALE’ categories) can not be returned for a refund or exchange online apply with condition.
Full price item(s) are valid for a refund / exchange and must be returned to our online store to be processed.
PB Australia retail stores are unable to process exchange/refunds for online purchases. It is important that the item(s) and any packaging, tags and ticketing which the goods came with/in are in original condition. If the item(s) are deemed to have a manufacturing fault a refund may be issued. Proof of purchase is required for all returns and exchanges to clearly state that the item(s) were purchased from pb-australia-store.com

 

 

Refund

All costs associated with the return of goods for a refund are the sole responsibility of the consumer. The original shipping costs are not refundable.

Full price item(s) are valid for a refund and must be returned to our online store to be processed via the payment method used at the time of purchase. PB Australia retail stores are unable to process refunds for online purchases. It is important that the item(s) and any packaging, tags and ticketing which the goods came with/in are in original condition.

If the item(s) are deemed to have a manufacturing fault within warranty time,  Please contact PB Australia customer service immediately via email (aftersales@pb-support.com.au) with the following important information to receive free returns label :

  1. Photo of the entire product
  2. Photo if the faulty area of the product
  3. Your order number
  4. A brief summary of the faulty

 A refund may be issued if you meet the above criteria allow 7-10 business days from when we receive the returned goods for an exchange or refund to be processed, subject to your bank policy. The refund will appear in the bank account/credit card you used to purchase.
Proof of purchase is required for all returns and exchanges to clearly state that the item(s) were purchased from pb-australia-store.com within 30 days from the order date.

 

 

What if the product is not faulty?

We do except returns if the item is not faulty excluding items advertised as ‘final sale’. Simply follow the returns process above and ensure the PB Australia goods are returned in original condition. The customer will cover the cost of returning non-faulty products. Customers can return goods for an exchange or refund. Exceptions may apply upon further review, at our discretion, of a reasonable claim.

 

 

How long will it take to process my exchange or refund?

If you meet the above criteria allow 7-10 business days from when we receive the returned goods for an exchange or refund to be processed, subject to your bank policy. The refund will appear in the bank account/credit card you used to purchase.

Please complete all paperwork, to avoid any delays with this process when returning goods to us. We recommend that you return items using a trackable postage method. PB Australia will not be held liable for parcels lost in transit.

Please note you may incur the postage of the replacement items(s).

 

 

Need further help ?

Our online customer service team are happy to help.
Email us at sales@pb-support.com.au