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.

 

SAVEMORE Promotion – Terms & Conditions

The following Terms & Conditions apply to the SAVEMORE promotional discount:

1. Use code SAVEMORE at checkout to receive 10% off eligible, select products within the brands Level5, Columbia, NorthStar, CanAm, Mirka, TapeTech, Dewalt.

2. Promotion is valid online only at proplaster.com.au during the advertised promotional period.

3. The discount applies to selected products only and excludes:

   • Pro Deals bundles

   • Gift cards

   • Products with free shipping
     

   • Products already on sale or discounted

   • Selected other products excluded at Pro Plaster Products' discretion

4. The SAVEMORE code may be used on eligible Columbia Tools products. However, any qualifying spend towards Columbia's Spend More, Get More promotion will be calculated after the SAVEMORE discount has been applied. Customers must meet the applicable spend threshold after discounts to qualify for free promotional items.

5. The SAVEMORE code cannot be used in conjunction with any other offer, promotion or discount code.

6. The discount applies to the product value only and does not apply to shipping, delivery charges or other service fees.

7. Orders are subject to stock availability. If an item becomes unavailable after purchase, Pro Plaster Products will contact the customer to discuss available options.

8. Refunds for eligible returns will reflect the discounted purchase price paid.

9. Pro Plaster Products reserves the right to verify the validity of any order using the SAVEMORE code and to cancel or refuse any order where misuse or fraudulent activity is suspected.

10. Pro Plaster Products reserves the right to amend, extend or withdraw this promotion at any time without prior notice.