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.

SPRING10 Flash Sale Promotion - Terms & Conditions

Use code SPRING10 at checkout to receive 10% off eligible products when you spend at least A$450 on eligible items.

Promotion period

The offer starts at 12:00 am AEST on 28 October 2026 and ends at 12:00 pm (midday) AEST on 3 November 2026. All times are Australian Eastern Standard Time, Queensland time.

Eligible products

The offer applies only to products included in the designated SPRING10 promotional collection. The collection features selected products from Level5, Columbia, NorthStar, CanAm, Mirka, TapeTech and Dewalt.

Not every product from these brands is included. A product’s brand alone does not confirm its eligibility. Festool products are excluded.

Minimum spend

You must purchase at least A$450 of eligible products in a single order to qualify. Eligible products can be combined to reach this minimum.

Products outside the promotional collection do not count towards the A$450 minimum, even when purchased in the same order. Shipping charges and taxes do not count towards the minimum.

The qualifying amount is calculated using eligible product prices after any earlier product discounts. Gift cards or store credit used as payment do not reduce the qualifying spend.

For example, a cart containing A$400 of eligible products and A$100 of non-eligible products does not qualify, despite having a A$500 product total. A cart containing A$450 of eligible products qualifies for A$45 off those eligible products.

How the discount applies

The 10% discount applies only to eligible products, not to the entire cart. Non-eligible products remain at their displayed prices, and the discount does not reduce shipping charges.

The A$450 requirement is the qualifying spend before SPRING10 is applied. You do not need to spend A$450 after the SPRING10 discount.

How to redeem

Enter SPRING10 in the discount-code field at checkout before completing payment. The discount is code-based and does not apply automatically.

Check that the SPRING10 discount appears in your order summary before completing your purchase. If it does not appear, check that the eligible items meet the minimum spend and that no conflicting discount is being applied.

Other discounts

SPRING10 is not configured to combine with other product, order or shipping discounts, including automatic discounts. If competing discounts are eligible, checkout applies the best eligible discount or combination, which may be different from SPRING10.

Customer eligibility and use limits

The offer is available to all customers. There is no one-use-per-customer restriction or overall redemption limit configured for this promotion. Each order must independently meet the eligibility and minimum-spend requirements.

Cart changes

Eligibility is recalculated if you remove products, change quantities or otherwise update your cart. If the qualifying eligible-product total falls below A$450, SPRING10 will no longer apply.

Questions before ordering

If you are unsure whether a product qualifies, or the code does not apply as expected, contact Pro Plaster Products before completing your purchase.