Returns and Refunds Policy

1. Overview

1.1 This Returns and Refunds Policy applies to purchases made from The Prestige Imports via www.theprestigeimports.com.au. This policy operates in conjunction with your rights under the Australian Consumer Law (ACL).

2. Change of mind

2.1 Due to the size, customisation, and logistics involved with our products (including massage chairs and large furniture), we do not offer refunds or exchanges for change of mind, incorrect choice, or where you no longer require the product.
2.2 Please choose carefully, check product specifications, dimensions, access (doorways, lifts, stairs) and ensure suitability for your intended use before ordering.

3. Deposits and pre‑orders

3.1 A 50% upfront payment is required for certain items to secure your order and begin production or allocation.​

3.2 If you cancel for any other reasons listed below, the Deposit may be forfeited to cover costs such as supplier fees, freight, and handling. We do not offer change of mind returns and refunds.
3.3 Deposit will be refunded where a) We are unable to supply the product; or b) You are entitled to a remedy under the ACL (for example, major failure)

4. Delivery Inspection and Damage

4.1 Please inspect your products upon delivery and notify us of any visible damage or faults at the time of delivery with photos and a description. We request that visible damage be reported at the time of delivery itself and conduct thorough inspections.
4.2 If a product has a major failure under the ACL, you may choose a repair, replacement or refund. Minor scuff marks, wear and tear, fading are not considered as major failure.
4.3 If the failure is not major, we may choose to repair the product or replace the affected part within a reasonable time.4.3 If the failure is not major, we may choose to repair the product or replace the affected part within a reasonable time.

5. Faulty or Defective Products

5.1 If you receive the wrong product or your order is incomplete, please inform at the time of delivery and do not accept the delivery. A minor color shade difference does not constitues incorrect item.
5.2 We will arrange correction of the order, which may include sending missing items, replacing incorrect items, or other appropriate remedies.

6. Conditions for returns

6.1 For large items, we will coordinate collection or return freight. In some cases, a collection fee may be charged if the return is not due to a failure under the ACL.

6.2 Where a return is approved, we may require that the product be:

  • In reasonable condition, subject to the nature of the reported fault; and
  • Returned with all packaging, accessories, manuals and parts, unless otherwise agreed.

7. Refund method

7.1 Where a refund is due, it will generally be processed via the original payment method, or other agreed method.
7.2 Please allow a reasonable time for refunds to be processed and appear in your account, as bank processing times may vary.

8. How to lodge a return request

8.1 To request a return, repair or refund, please contact us via the Contact Us form on our Website or by email, quoting your name, order number, contact details, and a description of the issue (with photos or video where possible).
8.2 We may ask for additional information to assess your claim and determine the appropriate remedy under this Policy and the ACL.

Warranty Policy

1. Overview

1.1 This Warranty Policy applies to products purchased from The Prestige Imports for personal and domestic use only

2. Warranty periods

2.1 Unless otherwise stated on the product page, our products include a limited manufacturer’s warranty for parts and/or labour for a specified period starting from the date of delivery.
2.2 Different products may have different warranty periods (for example, massage chairs may have a separate warranty for mechanical components, electronics and upholstery). Refer to your product documentation or our Website for the warranty period applicable to your product.

3. What the warranty covers

3.1 The warranty generally covers defects in materials and workmanship under normal domestic use and when the product is used in accordance with the instructions.
3.2 Remedies during the warranty period may include repair, replacement of parts, or, where repair is not possible or practical, replacement of the product or a refund, as permitted under the ACL.

4. What the warranty does not cover

4.1 The warranty does not cover:

  • Any liquid damage
  • Damage caused by misuse, abuse, neglect or improper use;
  • Commercial or non‑domestic use (unless explicitly stated otherwise in writing);
  • Loss caused by normal wear and tear, fire, water, theft, vermin, insect infestation, acts of God, including cosmetic damage that does not affect function;
  • Damage caused by unauthorised repairs, modifications or use of non‑approved parts;
  • Damage from power surges, electrical faults, accidents, fire, flooding or other external events.
  • Upholstery, fabrics, and cosmetic finishes may have different or no coverage
  • All warranties are Void if the product is rented or leased or used for commercial purposes.
  • Damage caused by misuse, improper operation, not adhering to product restrictions, incorrect installation, relocation, maintenance, cleaning, voltage issues, external conditions, use of non-authorized parts and non-manufacturing defects.
  • Service costs for consumable parts.
  • Void if screws, coloured screws are tampered with and show clear sign of use. Any kind of self troubleshoot (DIY) will void the warranties
  • This Warranty is not transferable to a new owner or for leased/rented products.

5. Customer responsibilities

5.1 You must follow all care, cleaning and maintenance instructions supplied with the product.
5.2 You must retain your proof of purchase (invoice or order confirmation) as it will be required to make a warranty claim.

6. How to make a warranty claim

6.1 We may provide troubleshooting steps and ask for additional information to determine whether the issue is covered by warranty.
6.2 If a repair or inspection is required, we will coordinate this with you. For large products, a technician may attend your premises where available, or we may arrange collection or return of the item.

6.3 To lodge a warranty claim, please contact us with:

  • Your name and contact details;
  • Proof of purchase;
  • Product model and serial number (if applicable);
  • A description of the issue, including photos or videos.

7. Costs

7.1 Where a defect is covered by warranty, we will bear the reasonable costs of repair and/or replacement.
7.2 If the product is found not to be faulty or the issue is not covered by warranty (for example, damage due to misuse), you may be responsible for assessment fees, labour, and freight costs.

8. Parts (Options) and Accessories Warranty 

A. In-Box:

  • Parts and accessories included with the product are covered for the specified period, if period is not known – assume 1 year from date of purchase unless advised otherwise. 
  • Replacement of the defective part or accessory is generally provided during this period and may incur additional costs. 
  • Free gifts are not covered within the warranty 

B. Out-Box:

Parts and accessories purchased separately from unauthorized Resellers and Distributors are not covered

Warranty Policies for products that are under Sale, Special Price, Clearance ,To be Discontinued.

Items purchased as part of a sale, limited time offers, promotions, or those from a product line that Prestige Imports has discontinued or plans to discontinue (now or in the future), will be covered under the following limited warranty terms:

  • If a warranty claim is made and the product cannot be repaired or a replacement is not available due to the item being part of a discontinued product line, in-store credit equal to the original invoice value will be issued.
  • This credit can only be used towards future purchases from Prestige Imports.
  • Refunds will not be provided under any circumstances for such warranty claims.

On-Site repairs 

For on-site visits for service, while Prestige Imports aims to fix the product on- site, there may be instances requiring further testing at an Prestige Imports Store or authorized repair service center. You agree to allow designated Authorised Prestige Imports Service Personnel to assess the product at an Prestige Imports service center.