Returns, Refunds & Exchanges Policy

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).

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.

Pro Deals Terms and Conditions - Spend & Win Competition & Promotion Terms and Conditions

Promotional Period

The Pro Deals promotion is conducted by Pro Plaster Products Pty Ltd ("Pro Plaster Products") and is available from 12:00am AEST on 1 June 2026 until 11:59pm AEST on 30 June 2026 ("Promotional Period").

All advertised Pro Deals offers are available during the Promotional Period only, while stocks last.

Spend & Win Competition

How to Enter

Customers will automatically receive one (1) entry for every $1,000 AUD spent (inclusive of GST) on eligible retail purchases during the Promotional Period.

Eligible purchases must be made:

  • Online at proplaster.com.au; or
  • In-store at participating Pro Plaster Products locations.

For example:

  • Spend $1,000 = 1 entry
  • Spend $2,000 = 2 entries
  • Spend $3,000 = 3 entries

Multiple entries are permitted.

No separate competition registration is required.

For eligible in-store purchases, customers must provide their name and contact details at the time of purchase to receive their competition entry. Pro Plaster Products is not responsible for entries that cannot be recorded due to incomplete, incorrect or missing customer information.

Eligible Purchases

Competition entries are available for qualifying retail purchases only.

The following purchases are excluded from the Spend & Win competition and will not receive entries:

  • Wholesale orders
  • Distributor purchases
  • Wholesale account purchases
  • Purchases made through approved reseller or distributor accounts
  • Any transaction not processed as a retail sale through Pro Plaster Products stores or proplaster.com.au

Pro Plaster Products reserves the right to determine eligibility of purchases and entries at its sole discretion.

Entry Eligibility

Returned, cancelled or refunded orders are not eligible for entry into the competition. Any competition entries associated with returned, cancelled or refunded purchases will be deemed invalid and removed from the draw.

Pro Plaster Products reserves the right to verify all qualifying purchases prior to conducting the prize draw and awarding the prize.

Eligibility

To be eligible for entry, participants must:

  • Be aged 18 years or over;
  • Be an Australian resident;
  • Meet the qualifying spend requirement during the Promotional Period;
  • Purchase through an eligible retail channel;
  • For in-store purchases, provide their full name and contact details to the participating store team at the time of purchase so their entry can be recorded and the winner can be contacted if successful.

Failure to provide accurate contact details may result in an otherwise eligible entry being deemed invalid.

Prize Details

One (1) winner will receive a prize pack containing:

Main Prize Pack

  • 1 x SurPro S1X Stilts 2640
  • 1 x Columbia Warrior Tomahawk Kit (WARRIORKIT-CLB)
  • 1 x CanAm Internal Starter Kit (CAT-SKP501)
  • 1 x Pro Plaster Winter Merchandise Pack

Winter Merchandise Pack Includes

  • 1 x Pro Plaster T-Shirt
  • 1 x Pro Plaster Reversible Vest
  • 1 x Pro Plaster Cap
  • 1 x Pair of Pro Plaster Gloves
  • 1 x Pro Plaster Beanie
  • 1 x Pro Plaster Bottle Opener Coaster
  • 1 x Pro Plaster Pencil

Prize components are not transferable, exchangeable or redeemable for cash.

Prize Condition

The CanAm Internal Starter Kit will be supplied in new condition.

The SurPro Stilts and Columbia Warrior Tomahawk Kit are supplied in full working order but may have minor cosmetic imperfections to external packaging.

By entering this competition, entrants acknowledge and agree that:

  • Prize items are supplied on an "as is" basis;
  • Pro Plaster Products' standard Terms of Trade, Returns, Refunds, Credits and Exchanges policies do not apply to prize items;
  • No warranty, refund, exchange or credit will be provided in relation to prize items except where required under Australian Consumer Law.

Prize Draw & Winner Notification

The winner will be drawn at random on or before 17 July 2026.

The winner will be contacted using the details associated with their qualifying purchase.

The winner may also be publicly announced across Pro Plaster Products' social media channels, including:

  • Pro Plaster Facebook
  • Pro Plaster Instagram

If the winner cannot be contacted, or does not respond within 7 days of the first contact attempt, Pro Plaster Products reserves the right to conduct a redraw and select an alternative winner.

Any redraw winner will be contacted using the same process and may also be announced via Pro Plaster Products' social media channels.

General Pro Deals Terms and Conditions

Promotional Pricing

  • Prices advertised include GST.
  • Promotional pricing is available from 1 June 2026 to 30 June 2026 inclusive.
  • Specials are available while stocks last.
  • No rain checks will be offered.
  • Pro Deals pricing cannot be used in conjunction with any other offer, discount, promotion or special pricing arrangement unless otherwise specified by Pro Plaster Products.
  • Customers may be required to quote the advertised Pro Deals bundle name or SKU to receive promotional pricing.

Product Availability

  • Stock availability may vary between stores and online.
  • Some products may sell out before the end of the Promotional Period.
  • Product substitutions will not be offered unless otherwise determined by Pro Plaster Products.

Pricing Disclaimer

  • All prices are correct at the time of publication.
  • Prices are subject to change without notice.
  • While every effort has been made to ensure pricing, product descriptions and specifications are accurate, Pro Plaster Products accepts no responsibility for typographical, printing or publishing errors.
  • In the event of an error, Pro Plaster Products reserves the right to correct the pricing, description or promotional offer.
  • Some slight variation in pricing may occur due to invoice rounding.

Freight & Delivery

  • Freight charges apply to delivered orders unless otherwise specified.
  • Free shipping on orders over $500 applies only to eligible online orders delivered within Queensland, New South Wales and Victoria.
  • Free shipping exclusions apply, including but not limited to remote and regional locations, oversized products, compounds, vacuums, bulky freight items and international deliveries.
  • Full delivery terms and conditions can be viewed on the Pro Plaster Products website.

Product Images

  • Product images are for illustrative purposes only.
  • Actual products may vary slightly in appearance, packaging, colour or specification.

Buy Now, Pay Later

  • Selected products and bundles may be eligible for buy now, pay later payment options.
  • Approval criteria, terms and conditions are determined by the applicable finance provider.

General

  • Offer available from 1 June 2026 to 30 June 2026 inclusive.
  • While stocks last.
  • No rain checks.
  • Prices include GST.
  • Prices may vary due to invoice rounding.
  • Freight charges may apply to delivered orders.
  • Images are for illustration purposes only.
  • "REG Price" refers to the recommended retail price (RRP) where applicable.
  • "SAVE" pricing refers to the advertised saving from the applicable RRP.
  • Pro Plaster Products reserves the right to amend, suspend or cancel any promotion, competition or offer where reasonably necessary, subject to applicable laws.

Promoter

Pro Plaster Products Pty Ltd.