Returns & Exchanges
Last updated 21 September 2026
Prime Step Footwear Pty Ltd sells in store only. All returns, exchanges and warranty claims are handled in person at Shop 3/31 Bowden Street, Harris Park NSW 2150 — we do not accept posted returns, because we do not sell or ship online.
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Examples of a fault we will always remedy: soles separating in normal wear, stitching or eyelets failing, a shoe that is not as described, or a pair that is not fit for the purpose we recommended it for.
2. Faulty or defective footwear
- Bring the item to the store with your receipt or proof of purchase (a card statement or our sale record is usually enough).
- We will assess the fault in store. Some claims must be referred to the brand or manufacturer, which can take up to 14 days — we will keep you informed.
- Where the failure is major, you choose between a refund, an exchange or a repair. Where it is minor, we will repair or replace the item.
- Refunds are made to the original payment method. Card refunds may take 3–5 business days to appear.
3. Change of mind
We are not required by law to give a refund if you simply change your mind, but as a courtesy we will offer an exchange or store credit within 14 days of purchase, provided that:
- you have your receipt or proof of purchase;
- the item is unworn, unmarked and in resaleable condition;
- all original packaging, boxes, tags and inserts are included;
- the item is not one of the exclusions listed below.
Because we fit every customer in store before purchase, we encourage you to walk in both shoes on our carpeted and hard-floor areas before you decide.
4. Exclusions from change-of-mind returns
| Category | Reason |
|---|---|
| Thongs, slides and open sandals that have been worn | Hygiene |
| Socks, insoles, foot care and hosiery once opened | Hygiene |
| Shoe care products once opened or used | Hygiene and safety |
| Clearance and final-sale items marked as such | Sold at reduced price as-is |
| Special orders placed at your request | Ordered specifically for you |
| Gift cards | Not redeemable for cash |
These exclusions never limit your rights where the goods are faulty, unsafe or not as described.
5. What is not a fault
Normal wear and tear, damage from misuse or accident, incorrect care (such as machine washing leather or drying boots on a heater), footwear used for a purpose it was not designed for, and ordinary sole or tread wear are not manufacturing faults.
6. Gift purchases
If you received footwear as a gift, bring the item with the gift receipt. We can exchange or issue store credit under the change-of-mind conditions above; refunds are issued only to the original purchaser.
7. Warranty periods
Most footwear we stock carries a manufacturer warranty of 3 to 12 months against manufacturing defects, depending on the brand and the product. Australian Consumer Law guarantees can apply beyond a manufacturer’s warranty period, based on what is reasonable for the price and type of footwear.
8. How to start a claim
Call the store on 0468 745 264, or email contact@primefootwearshop.com with your receipt number and photographs of the issue, then bring the item in. Please do not post items to us — unsolicited posted returns cannot be processed or returned to you.
Contact us about this policy
Prime Step Footwear Pty Ltd · ACN 702 554 041 · ABN 92 702 554 041
Shop 3/31 Bowden Street, Harris Park NSW 2150, Australia
Phone 0468 745 264
Email contact@primefootwearshop.com