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Returns, Refunds & Exchanges Policy

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).

What you need to know/do

  • This policy applies to any purchases made online or in-store
  • 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.

 

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.