Customer Care is at the core of everything we do. Whether it's because the product is faulty, or if you just change your mind, here is all you need to know on how to return your brand-new product(s).

What you need to know/do

• This policy applies to any purchases made online or in-store
• This policy excludes any made to order, special order, or non-stock items
• This policy applies to brand new, unused items only. If the product became faulty after use, please see our Warranty & Repairs Policy.
• Clearance items are not applicable for return, refund or exchange.
• This is a strict 30-day policy. No refund or exchange is offered after 30 days from purchase.
• The returned item must be unused and in the same condition that you received it. It must also be in the original packaging (undamaged).
• To return your product, mail your product to: 31 Neumann Road, Capalaba, QLD, 4157, Australia or drop it in at any of our Trade Centres – attention to: Customer Care. We require proof of purchase and an explanation of why the item is being returned. The more information you supply, the easier and quicker your request will be processed.
• You will be responsible for the shipping costs for returning your item. Depending on the value of the item you are returning, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. But keep your receipt as you may still be eligible for a refund. See next section.
• If you are found to be eligible for a refund, please be aware that shipping costs in the original purchase are non-refundable.
• All refunds, exchanges or returns incur on a 10% re-stocking fee 

What you should expect

We will notify you once we have received your returned item. Our Customer Care team will review your case and you should receive an answer within 10 working days (maximum). The outcome will be based on the information you provided, the state of your returned item, and the following guidelines:

Faulty Returns

If the item is brand new but it turned out to be faulty (any defects, damages, missing parts, etc), wrongly described or different from a sample shown, we’re so sorry! We will replace it with a new item and refund the shipping costs you paid to return your item. We can also offer you a refund, if you prefer.

Change of Mind Returns

If you have changed your mind about a product you purchased, that’s ok! – we get it. We will give you a credit to spend online or in-store. You can exchange your item for any item in our catalogue.

If after reading this, you’ve realised you aren’t applicable for a refund or exchange, but would still like to talk to someone about it, please email us at sales@proplaster.com.au. We promise to do whatever we can to make it right.

SPEND & SAVE Promotion - Terms & Conditions

1. Promoter

The promoter is Pro Plaster Products Pty Ltd ("Promoter").

2. Promotion Period

The promotion commences at 12:01am AEST on Monday, 3 August 2026 and closes at 5:00pm AEST on Friday, 25 September 2026 ("Promotional Period").

3. Participating Stores

The promotion is available exclusively at the following Pro Plaster Trade Stores:

• Capalaba
• Helensvale
• Burleigh

The promotion is not available through the Pro Plaster e-commerce website or wholesale portal.

4. Eligible Customers

The promotion is open to Australian residents aged 18 years or over who purchase qualifying products in-store during the Promotional Period.

5. Promotional Offers

Combo 1

Customers who purchase $125 (RRP) or more of Pro Plaster TradeBase in a single transaction are eligible to:

• Purchase up to four (4) boxes of participating EX90 Metal Angles at the promotional price; and
• Receive one (1) entry into that store's weekly prize draw.

Combo 2

Customers who purchase $300 or more of any Pro Plaster compound in a single transaction are eligible to purchase up to six (6) boxes of participating EX90 Metal Angles at the promotional price.

Combo 2 does not include entry into the weekly prize draw.

6. Promotional Pricing

The following promotional pricing applies to participating EX90 Metal Angles purchased as part of a qualifying offer:

Promotional pricing is available only when purchased in the same transaction as a qualifying compound purchase.

7. Weekly Prize Draw

Only customers who qualify under Combo 1 are eligible to enter the weekly prize draw.

Prize

Each weekly winner will receive:

Five (5) × 20kg bags of Pro Plaster TradeBase.

Entry Process

Eligible customers must:

• Complete an official entry card supplied in-store.
• Provide all requested contact details.
• Place the completed entry into the designated prize entry box before the weekly draw.

Incomplete or illegible entries may be deemed invalid.

Draw Details

• One winner will be drawn each Friday at each participating Pro Plaster Trade Store during the Promotional Period.
• Winners will be contacted using the details provided on their entry card.
• If a winner cannot be contacted or does not claim their prize within 14 days, the Promoter reserves the right to redraw the prize.

8. Prize Conditions

• Prizes are not transferable.
• Prizes cannot be exchanged for cash or credit.
• No substitutions will be provided.

9. Stock Availability

All offers are strictly while stocks last.

No rain checks will be offered unless required by Australian Consumer Law.

10. Returns & Refunds

If a qualifying purchase is returned or refunded, the customer may no longer be eligible for the promotional pricing or prize draw entry.

The Promoter reserves the right to withdraw any promotional benefit associated with the returned purchase.

11. General

• Promotion available only during the Promotional Period.
• Promotion applies only to participating products.
• Offer cannot be used in conjunction with any other offer, promotion or discount unless otherwise stated.
• The Promoter reserves the right to verify purchases and entries.
• The Promoter reserves the right to amend, suspend or cancel the promotion where reasonably necessary, subject to applicable law.
• The Promoter's decision is final and no correspondence will be entered into.

12. Privacy

Personal information collected as part of this promotion will be used solely for the administration of the promotion and in accordance with the Promoter's Privacy Policy.

13. Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

 

WIN THE ULTIMATE GOLD COAST 500 EXPERIENCE FOR YOU & A MATE

Terms & Conditions

1. Promoter

This promotion is conducted by Pro Plaster Products Pty Ltd ("the Promoter").

2. Promotion Period

The promotion commences at 12:00am (AEST) on Monday 24 August 2026 and closes at 11:59pm (AEST) on Thursday 8 October 2026.

Entries received outside the Promotion Period will not be accepted.

3. Eligibility

Entry is open to Australian residents aged 18 years and over, excluding residents of the Australian Capital Territory (ACT).

Employees of Pro Plaster Products Pty Ltd, its related companies and their immediate family members are not eligible to enter.

4. How to Enter

To enter the promotion, customers must:

• Spend $500 or more (including GST) in a single transaction through the Pro Plaster online store during the Promotion Period; and
• Complete their purchase using valid customer details so the Promoter can contact them if they are selected as the winner.

Eligible customers will be automatically entered into the draw. No separate entry form is required.

In-store and wholesale purchases are not eligible.

Each eligible transaction of $500 or more constitutes one entry into the draw.

5. Prize

There is one major prize to be won, being a Gold Coast 500 Experience for the winner and one guest, valued at approximately $4,494.50.

The prize includes:

• A 3-Day Engine Room experience for two people at the 2026 Boost Mobile Gold Coast 500; and
• Three nights' accommodation at Q1 Resort & Spa in a one-bedroom apartment for two people.

Travel to and from the Gold Coast, transfers, meals, spending money and other personal expenses are not included and are the responsibility of the winner and their guest.

The prize is not transferable or exchangeable and cannot be redeemed for cash.

If any component of the prize becomes unavailable for reasons outside the Promoter's control, the Promoter reserves the right to substitute that component with an alternative of equal or greater value, subject to applicable laws.

6. Prize Draw

The winner will be selected by random draw from all valid eligible entries received during the Promotion Period.

The draw will take place following the close of the promotion.

The Promoter's decision is final, subject to applicable law.

7. Winner Notification

The winner will be contacted using the contact details provided with their eligible online order.

The winner may be required to provide proof of identity, age and Australian residency and confirm their eligibility before the prize is awarded.

If the winner cannot be contacted, does not respond within the timeframe specified by the Promoter, is found to be ineligible or otherwise fails to claim the prize, the Promoter reserves the right to conduct a redraw in accordance with applicable laws.

8. Prize Conditions

The winner and their guest are responsible for ensuring they are available to attend the 2026 Boost Mobile Gold Coast 500 and meet any entry or participation requirements imposed by the event organiser, accommodation provider or other prize suppliers.

Once bookings or tickets have been issued, changes may not be permitted.

The Promoter is not responsible for any costs incurred by the winner or their guest that are not expressly included in the prize.

The prize is subject to the terms, conditions and policies of the relevant event organiser, accommodation provider and other prize suppliers.

9. Verification of Entries

The Promoter reserves the right to verify the validity of entries and entrants.

Any entry associated with a transaction that is cancelled, refunded, fraudulent or otherwise determined to be invalid may be deemed ineligible and removed from the draw.

The Promoter reserves the right to disqualify any entrant who tampers with the entry process, provides false information or otherwise breaches these Terms & Conditions.

10. Privacy

Personal information collected as part of this promotion will be used by Pro Plaster Products Pty Ltd to administer the promotion, verify eligibility, contact the winner and award the prize.

Personal information will be handled in accordance with the Promoter's privacy policy and applicable privacy laws.

11. Liability

To the extent permitted by law, the Promoter is not responsible for any loss, damage, injury, delay, cancellation or other circumstance arising from participation in the promotion or use of the prize, except where liability cannot lawfully be excluded.

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot be excluded under Australian law.

12. General

By participating in the promotion, entrants agree to be bound by these Terms & Conditions.

If the promotion cannot proceed as planned due to circumstances outside the reasonable control of the Promoter, the Promoter reserves the right to modify, suspend or cancel the promotion, subject to applicable laws and regulatory requirements.

The Promoter reserves the right to update these Terms & Conditions where reasonably necessary, provided doing so does not unfairly disadvantage entrants.

Promoter: Pro Plaster Products Pty Ltd
Promotion: Win the Ultimate Gold Coast 500 Experience for You & a Mate
Promotion Period: 24 August – 8 October 2026
Minimum qualifying online purchase: $500 including GST
Eligibility: Australian residents aged 18+, excluding ACT residents
Prize value: Approximately $4,494.50
Number of prizes: One