Return and Exchange Policy

Private Brands is pleased to assist customers who wish to return or exchange items purchased from any of our stores throughout Australia or online. Our returns policy complements your rights under the Australian Consumer Law or the Consumer Guarantees Act (NZ).

When returning products in-store, please inform the door greeter or gatekeeper of your return or exchange intentions upon entering the store. You will then be directed to our dedicated ‘Returns and Exchanges Desk,’ where the Private Brands Team Members will be ready to assist you.

Change of Mind Returns/Exchanges

We are happy to provide a change of mind returns or exchanges.

With a Receipt or Tax Invoice:

• We can issue a refund.
• All returned items must be unused, in their original packaging, and in saleable condition.
• Receipts and tax invoices must be valid and intact.

Refunds will be processed using the payment method indicated on your original receipt. If you do not have a receipt and cannot present the card used for payment, we require proof of identity (e.g., driver’s license) to process a return, which will be recorded. we don’t accept Cheque’s.

Note: The original credit card must be available to receive a refund.

Without Proof of Purchase:

• We will record your identification (e.g., driver’s license) when processing returns without proof of purchase. Without this, we may not be able to accept your return.
• We can offer an exchange voucher or an exchange for similar goods.
• All goods for exchange must be unused, in original packaging, and in saleable condition.
• Exchange vouchers are valid from the time of issue and can be redeemed at any store. These vouchers cannot be exchanged for cash or Gift Cards.

PayPal

Returns can be processed in-store or over the phone through Customer Support. Items purchased using PayPal must be returned using the original payment method. If the system declines the return for any reason, an alternative method of payment will be provided.

Zip

Items purchased with Zip must also be returned using the original payment method. If for any reason the system declines the return, an alternative payment method will be offered.

Trade Account Returns/Exchanges

If you are an account customer presenting goods for return or exchange, you must provide a copy of the original invoice in-store along with the goods to arrange for an account credit.

Note: Commercial quantities typically are not eligible for change of mind returns or exchanges.

Online Purchases/Exchanges

You may return online purchases either in-store with the tax invoice or by contacting our Customer Support team at customerservice@privatebrands.us.

Exceptions

Regrettably, we cannot offer a change of mind refund or exchange on certain items, including:

• Custom-made products.
• Any products specifically made to size at your request.

These items can still be returned if they are faulty, unfit for purpose, or do not match the sample or description.

Other Returns/Exchanges

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You have the right to a replacement or refund for major failures, and for compensation for other reasonably foreseeable loss or damage. You are also entitled to a repair or replacement if the goods fail to meet acceptable quality standards, provided the failure does not constitute a major failure.

We will accept returns and provide replacements, refunds, or repairs when:

• The product is faulty or not of acceptable quality; or
• The product is not suitable for its intended purpose; or
• The product does not match its sample or description.

We recommend retaining your receipt, as it may be needed as proof of purchase. Our Team Members can advise you whether a refund, exchange, repair, or replacement is available and may record your proof of identity when processing a return without proof of purchase.

Marketplace Returns/Exchanges

For marketplace purchases, returns should be initiated by contacting the relevant third-party Seller named on your order confirmation directly. If the Seller is unable or unwilling to accept the return, please reach out to customerservice@privatebrands.us for further assistance. This policy was last modified November 2024