Delivery Information

Delivery Timeframes:

• Metro Melbourne: 3-5 business days (If product is in stock).
• Regional Victoria: 3-7 business days. (If product is in stock)
• Rest of Australia: 4-10 business days. (If product is in stock)
• Screens with Custom Size order to make: 10-14 business days

Delivery Partner:

• We partner with reliable carriers to ensure your order arrives safely and efficiently. You will be notified of the specific carrier used upon shipment.

Order Tracking:

• Once your order is shipped, you’ll receive a confirmation email with tracking information. This allows you to conveniently track your package’s progress directly on the carrier’s website.

Returns and Exchanges:

Prime Theatres offers returns and exchanges only in the following circumstances:

• Incorrect item: If you receive an item that is different from what you ordered, please contact us immediately. We will arrange for the correct item to be shipped to you at no additional cost.
• Damaged item: If your item arrives damaged, please contact us within same days of receipt including photos of the product damaged. We will work with you to arrange a replacement or a full refund.

Please Note: We do not accept returns or exchanges for change of mind. To ensure you’re selecting the right product for your needs, we encourage you to thoroughly review the product descriptions and specifications before placing your order.

How to Return a Damaged Item:

• To initiate a return for a damaged item, please contact our friendly customer service team at info@primetheatres.com.au. We’ll guide you through the process and provide you with a return authorization number (RAN).
• Once you have a RAN, securely pack the damaged item in its original packaging, if possible.
• Ship the return package using a traceable method to the address we provide.

We strive to provide exceptional customer service and ensure you receive exactly what you ordered. If you have any questions before or after placing your order, please don’t hesitate to contact us!

 Prime Theatres, we are committed to providing high-quality products and services to our customers. Our products come with a manufacturer’s warranty, which is a separate agreement between the consumer and the manufacturer. The manufacturer’s warranty may provide additional protection beyond the consumer guarantees provided by the Australian Consumer Law (ACL).

The following terms and conditions apply to the manufacturer’s warranty for products sold by Prime Theatres:

• Dead-on-arrival products will be immediately replaced once the product has been returned to our head office. If the product is not in stock, we will order a replacement. Any damaged goods upon arrival must be evaluated upon return to the store. Claims for damaged goods must be made within 24 hours of receiving the goods via email, with supporting evidence.
• If you cannot present your Prime Theatres register receipt or other acceptable proof of purchase, we reserve the right not to offer a refund or exchange.
• We do not accept returns or exchanges for change of mind. To ensure you’re selecting the right product for your needs, we encourage you to thoroughly review the product descriptions and specifications before placing your order.
• 20% restocking fee will be applied on cancelled orders.
• If you are experiencing operating difficulties with products, we recommend that you first contact the manufacturer’s customer hotline before returning the product. The manufacturer’s customer hotline number should be included with the information supplied with your product.
• Prime Theatres reserves the right to assess the condition and age of returned goods prior to offering a repair, exchange, or refund. This may result in a repair, exchange, or refund being refused. 
• Pre-order items must be finalised within 3 months of the first payment date unless otherwise stated in writing by a Prime Theatres representative. Any pre-order purchase that has not been finalised within 3 months is at risk of cancellation and you will not be eligible for a refund. For pre-order items, the 3 month time period will apply once the stock has arrived in the store.
• All of our products are sold with a full Australian Manufacturers Warranty and we are Australian authorised to sell all products we supply. The terms of each warranty are specific to each manufacturer and vary depending on the product. Most manufacturer warranties provide protection against defects or faults for at least 12 months. Prime Theatres does not accept any refund claims for any goods after 2 days from the date of purchase or simply change of mind.

Prime Theatres reserves the right to assess the condition and age of returned goods prior to offering a repair, exchange, or refund. This may result in a repair, exchange, or refund being refused.