REFUND, RETURNS & PRODUCT QUALITY POLICY
Prime Blue Group Pty Ltd
ABN 57 694 500 966
Effective Date: 18 August 2026
Last Updated: 18 August 2026
1. Purpose
Prime Blue Group Pty Ltd (Prime Blue Group, we, us or our) is committed to supplying products that meet applicable quality specifications and our internal quality-control requirements.
This Refund, Returns & Product Quality Policy explains the circumstances in which refunds, replacements, credits or other remedies may be available and establishes requirements relating to bulk deliveries, customer-owned tanks, Intermediate Bulk Containers (IBCs) and other customer-controlled storage facilities.
This Policy is subject to the Australian Consumer Law (ACL) contained in Schedule 2 to the Competition and Consumer Act 2010 (Cth) and any other rights or remedies that cannot lawfully be excluded.
Nothing in this Policy is intended to exclude, restrict, or modify any statutory guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
2. Product Quality Commitment
Prime Blue Group maintains quality-control and batch-traceability procedures for the products it manufactures, handles and/or supplies.
Where applicable to the relevant product, batches supplied by Prime Blue Group may be subject to:
- internal quality-control testing;
- external independent laboratory testing;
- batch identification;
- production and/or supply records;
- Certificates of Analysis or other quality documentation where applicable; and
- batch traceability records.
Prime Blue Group maintains traceability of its product batches to assist with quality assurance, investigation and verification of product-related claims.
Where a legitimate quality concern is raised, Prime Blue Group may review the applicable batch records, test results, retained samples where available, delivery records and other relevant evidence.
3. Bulk Deliveries Into Customer-Owned Tanks, IBCs and Storage Systems
3.1 Customer Responsibility for Storage Equipment
Where a product is delivered or transferred in bulk into any:
- tank;
- IBC;
- drum;
- vessel;
- container;
- pipework;
- manifold;
- pumping system;
- dispensing equipment; or
- other storage or handling system
that is owned, leased, supplied, selected, maintained or otherwise controlled by the customer or a third party acting on behalf of the customer, the customer is responsible for ensuring that the receiving equipment is suitable for the product being delivered.
The customer is responsible for ensuring that its storage and handling equipment is:
- clean;
- empty where required;
- compatible with the delivered product;
- free from water, chemicals and foreign substances;
- free from residues of previous products;
- appropriately maintained;
- appropriately labelled;
- protected against contamination;
- suitable for the intended product; and
- operated in accordance with applicable product handling and storage requirements.
3.2 Product Quality Following Transfer Into Customer Storage
Prime Blue Group’s responsibility for product quality is assessed by reference to the condition and specification of the product supplied by Prime Blue Group at the point of delivery or transfer, subject always to applicable law.
Once product has been transferred into customer-owned or customer-controlled storage equipment, Prime Blue Group cannot control the condition, cleanliness, compatibility, maintenance, prior contents or subsequent use of that equipment.
Accordingly, to the maximum extent permitted by law, Prime Blue Group is not responsible for contamination, deterioration, dilution, degradation, cross-contamination or other changes to product quality that occur because of, or after transfer into, customer-owned or customer-controlled tanks, IBCs, containers, pipework, pumps, dispensing systems or other storage or handling equipment.
This includes circumstances involving:
- contamination already present in the customer’s tank or IBC;
- residual product from a previous fill;
- water contamination;
- incorrect cleaning procedures;
- incompatible tank or equipment materials;
- foreign substances entering the storage system;
- mixing with another manufacturer’s or supplier’s product;
- incorrect storage conditions;
- environmental contamination;
- improper handling;
- contaminated hoses, pumps or dispensing equipment;
- unauthorised additives;
- prolonged or unsuitable storage; or
- any act or omission occurring after delivery that is outside Prime Blue Group’s reasonable control.
4. Customer-Owned IBCs
Where a customer requests that Prime Blue Group fill an IBC supplied or owned by the customer, the customer acknowledges that Prime Blue Group has not manufactured or controlled the previous use of that IBC unless expressly agreed otherwise.
The customer is responsible for ensuring that each IBC presented for filling:
- is suitable for the relevant product;
- is structurally safe and fit for use;
- has been appropriately cleaned where required;
- contains no residual incompatible product;
- is free from contamination and foreign material; and
- meets any applicable storage requirements for the relevant product.
Prime Blue Group reserves the right to refuse to fill any customer-owned IBC, tank or container where its condition, cleanliness, suitability or safety is reasonably considered unsatisfactory.
A decision by Prime Blue Group to proceed with a delivery does not constitute certification or acceptance that the customer’s tank, IBC or storage system is clean, contamination-free or suitable unless Prime Blue Group has expressly agreed in writing to undertake such inspection or certification.
5. Mixing With Existing Product
Where Prime Blue Group product is delivered into a tank, IBC or other storage vessel that already contains product, Prime Blue Group cannot verify the origin, quality, age, composition or condition of the existing product unless it has been independently sampled and tested.
Accordingly, where Prime Blue Group product is mixed with:
- existing customer stock;
- another supplier’s product;
- an unidentified product;
- a previous batch;
- contaminated material; or
- any other substance,
Prime Blue Group will not be responsible, to the maximum extent permitted by law, for quality issues resulting from that mixing or from the condition of the pre-existing material.
6. Quality Testing and Batch Traceability
Prime Blue Group takes product quality seriously.
Applicable product batches are subject to Prime Blue Group’s quality assurance processes, which may include both internal testing and independent external laboratory testing.
Prime Blue Group maintains batch traceability records that allow relevant supplied product to be traced back to applicable production, testing and/or supply records.
Where appropriate, these records may include:
- batch or lot number;
- production date;
- test results;
- laboratory reports;
- Certificate of Analysis;
- raw material records;
- delivery information;
- customer information;
- quantity supplied; and
- other relevant quality-control records.
Where a customer alleges that a product supplied by Prime Blue Group was non-conforming at the time of supply, Prime Blue Group may use these records as part of its investigation.
7. Reporting a Product Quality Concern
Customers should inspect delivered products as soon as reasonably practicable.
Any suspected quality issue should be reported to Prime Blue Group as soon as reasonably practicable after discovery.
Customers should provide:
- customer/company name;
- invoice or delivery docket number;
- delivery date;
- product name;
- batch or lot number, where available;
- quantity affected;
- description of the alleged issue;
- photographs or videos where relevant;
- details of the receiving tank, IBC or storage equipment;
- details of any product already present in the receiving equipment;
- information about subsequent handling or dispensing; and
- any other information reasonably requested by Prime Blue Group.
The affected product should, where safe and reasonably practicable, be quarantined and not mixed, transferred, altered or disposed of until Prime Blue Group has had a reasonable opportunity to investigate.
8. Sampling and Investigation
Where a product-quality complaint is made, Prime Blue Group may request or arrange:
- inspection of the customer’s storage equipment;
- product sampling;
- independent laboratory testing;
- examination of retained batch samples where available;
- review of production records;
- review of internal and external laboratory results;
- review of delivery records;
- photographs of tanks, IBCs and associated equipment;
- previous-product information for the receiving vessel; and
- other evidence reasonably necessary to determine the cause of the issue.
Where reasonably practicable, samples should be collected using suitable clean sampling equipment and procedures designed to avoid introducing contamination.
Prime Blue Group may compare a customer sample against relevant batch records and/or retained samples where available.
9. Refunds for Confirmed Product Quality Issues
Where an investigation reasonably establishes that:
- the product supplied by Prime Blue Group did not meet an applicable contractual or legally required specification at the time of supply; and
- the issue was attributable to Prime Blue Group rather than subsequent customer storage, contamination, misuse or another cause outside Prime Blue Group’s control,
Prime Blue Group will provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances and applicable legal requirements, a remedy may include:
- replacement product;
- refund;
- account credit;
- collection of affected product;
- re-supply; or
- another remedy agreed between Prime Blue Group and the customer.
10. No Refund for Change of Mind
Unless otherwise agreed by Prime Blue Group in writing, refunds will not ordinarily be provided merely because a customer:
- changes their mind;
- orders an incorrect quantity;
- orders the incorrect product;
- no longer requires the product;
- finds the product cheaper elsewhere; or
- cannot use or store the product due to circumstances unrelated to a failure by Prime Blue Group.
This does not affect any rights available under applicable law.
11. Bulk Product Generally Cannot Be Returned After Delivery
For safety, quality-control and traceability reasons, bulk liquids that have been:
- transferred into customer storage;
- opened;
- dispensed;
- mixed with another product;
- partially consumed;
- transferred between containers; or
- otherwise removed from Prime Blue Group’s controlled supply chain
will generally not be accepted back into Prime Blue Group’s saleable inventory.
This restriction exists because Prime Blue Group cannot guarantee the integrity or contamination status of product after it has entered an uncontrolled storage or handling environment.
This provision does not limit any remedy that must be provided under applicable law.
12. Incorrect Product or Quantity Supplied by Prime Blue Group
If Prime Blue Group delivers:
- the incorrect product;
- an incorrect quantity; or
- product to an incorrect location due to an error attributable to Prime Blue Group,
the customer should notify us as soon as reasonably practicable.
Prime Blue Group will investigate the matter and provide an appropriate remedy where the error is confirmed.
13. Delivery Quantity
Bulk delivery quantities may be determined using delivery equipment, flow meters, weighbridge records or other measurement systems used by Prime Blue Group or its delivery providers.
Any discrepancy should be reported promptly and supported by relevant evidence.
Prime Blue Group will investigate legitimate quantity discrepancies using available delivery, vehicle, meter, batch and transaction records.
14. Customer Contamination and Misuse
Subject to applicable law, Prime Blue Group is not responsible for a product failure caused by:
- unreasonable misuse;
- incorrect application;
- incorrect storage;
- customer contamination;
- cross-contamination;
- unauthorised modification;
- failure to follow storage or handling instructions;
- mixing with incompatible substances;
- defective customer equipment;
- contaminated dispensing equipment; or
- circumstances outside Prime Blue Group’s reasonable control occurring after supply.
15. Product-Specific Requirements
Certain products supplied by Prime Blue Group may have specific:
- quality standards;
- storage requirements;
- temperature requirements;
- shelf-life considerations;
- material compatibility requirements;
- contamination limits; and
- handling procedures.
Customers are responsible for ensuring that their facilities and equipment comply with applicable product-specific storage and handling requirements communicated by Prime Blue Group, the product manufacturer or applicable standards.
16. Evidence of Product Conformity
Where appropriate, Prime Blue Group may rely upon relevant quality records, including internal test results, independent laboratory results, Certificates of Analysis, retained samples and batch traceability information, when determining whether a product conformed to specification at the time of supply.
A quality complaint will be assessed based on the available evidence and the circumstances of the particular delivery.
17. Australian Consumer Law
Our goods and services may come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Policy is intended to exclude, restrict or modify any right, guarantee, condition, warranty or remedy where doing so would be unlawful.
Where the Australian Consumer Law or another applicable law gives a customer a right or remedy that cannot lawfully be excluded, that right or remedy will prevail over any inconsistent provision of this Policy.
18. Business-to-Business Transactions
Where goods are supplied for commercial or industrial purposes, additional terms contained in a customer’s quotation, purchase order, supply agreement, credit agreement or Prime Blue Group’s Terms and Conditions of Trade may apply.
Where there is an inconsistency between this Policy and a separately executed written supply agreement, the written agreement will apply to the extent permitted by law and according to its terms.
19. Fraudulent or Unsupported Claims
Prime Blue Group reserves the right to reject claims that are fraudulent, misleading or unsupported by reasonable evidence.
Prime Blue Group may require reasonable evidence to establish:
- that the product was supplied by Prime Blue Group;
- the applicable batch;
- when and where it was delivered;
- how it was stored;
- whether other products were present;
- how the alleged defect was identified; and
- whether contamination or deterioration occurred after delivery.
20. Limitation Relating to Customer Storage
To the maximum extent permitted by law, Prime Blue Group will not be liable for loss, damage, contamination, deterioration or non-conformity to the extent it is caused or contributed to by the condition, cleanliness, suitability, maintenance or operation of storage or handling equipment owned, supplied or controlled by the customer or another third party after the product leaves Prime Blue Group’s control.
This provision does not apply to the extent that the loss or product issue was caused by Prime Blue Group, existed at the time of supply, or cannot lawfully be excluded under applicable legislation.
21. Policy Updates
Prime Blue Group may amend this Policy from time to time to reflect changes in:
- legislation.
- business practices.
- products.
- quality-management systems.
- applicable standards; or
- operational requirements.
The current version of the Policy will apply from its stated effective date.
22. Contact Prime Blue Group
Questions, refund requests and product-quality concerns should be directed to:
Prime Blue Group Pty Ltd
ABN 57 694 500 966
46 Windsor Road
Kellyville NSW 2155
Australia
Email: admin@primeblue.com.au
Telephone: 1800 959 615
When making a product-quality claim, please include the relevant invoice, delivery docket and batch/lot information wherever available.
© 2026 Prime Blue Group Pty Ltd. All rights reserved.