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LARGEST RANGE OF PLASTERING TOOLS AT WHOLESALE PRICE
LARGEST RANGE OF PLASTERING TOOLS AT WHOLESALE PRICE

Warranty & Repairs Policy

WARRANTY & REPAIR POLICY

Thank you for buying from us. We truly appreciate it. Customer Care is at the core of everything we do, so here is all you need to know when a product you bought from us has let you down or needs some aftercare.

What you need to know

  • This policy applies to any purchases made online or in-store
  • This policy applies to used items only. If your brand-new item turned out to be faulty (any defects, damages, missing parts, etc), please see our Returns, Refunds & Exchanges Policy.
  • This policy applies to products bought from Proplaster Products Australia Pty Ltd only. If you bought your product from an overseas website, or a different channel, we are unable to process your warranty claim or repair enquiry. Proof of purchase is required.
  • We process warranty claims on all products we distribute, if you bought it from us, we’ll sort you out!

Warranty Claims under the Manufacturer’s Warranty

A warranty claim applies when the product is still within the terms of the advertised manufacturer’s warranty. You will find this information in the product page of the item you bought or in the materials that were given to you at the time of purchase.

  • The Warranty applies to the original owner and is not transferable.
  • The Warranty is limited to repair or replacement of the product, and does not cover direct, indirect, consequential, incidental or any other type of damage resulting from its use.
  • The Warranty does not cover normal wear, misuse, negligence, fire, theft, loss or intentional damage.
  • We process warranty claims on all products we distribute, you bought it from us, we’ll sort you out!

Proplaster Products Australia Pty Ltd :

  • Backs all its locally manufactured and branded products (4T, Pro Base, Trade Base, etc) with a full manufacturer’s warranty
  • Delivers the manufacturer’s warranty on behalf of the brands that we import and distribute within Australia (Mirka, Columbia, Level 5, Can-Am & NorthStar Tools)
  • Facilitates the manufacturer’s warranty on behalf of the brands that we resell (Wallboard Tools, Intex, Festool etc).

 What you need to do

  • If after reading the terms, you feel you are eligible for a warranty claim, please contact us at sales@proplaster.com.au with contact details, proof of purchase, and a detailed explanation of the damage/issue. Please add pictures/videos and any other additional material to show the damage. The more information you supply, the easier and quicker we will process your request.

 What you should expect

  • Our Customer Care team will acknowledge receipt of the enquiry within 48 hours, request additional information or advise you of the next step. In some cases, we may request you to send the items for a technical inspection before we can determine whether you are applicable for a warranty claim. In that case, you will be responsible for the shipping costs for the return of your item. But keep your receipt, you may be eligible for a refund. See next section.
  • Once our Customer Care team has all the information, they will assess your claim and you will receive an answer in 10 working days (maximum). With the following possible outcomes:
  • Faulty - Approved for repair. In this case, we will get our service team to perform any repairs. We will cover the cost of the repairs and shipping costs to send it back to you and refund you of the shipping cost incurred to send the product to us.
  • Faulty - Approved for replacement. In this case, we will replace the product with the most suitable alternative if the exact product is no longer available. We will cover the shipping costs to send it back to you and refund you of the shipping cost incurred to send the faulty product to us.
  • Non-Faulty. In this instance, the cause for the damage would have been determined to be outside the manufacturer’s warranty terms. In some cases, we will be able to supply a quote for the repairs that you can approve at your will, otherwise, you will be advised to collect your item. We will hold the product for 1 month, if after that period your item has not been collected, we will discard it.

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

 

Repair Service

We only offer a repair service on the brands that we exclusively distribute within Australia: Columbia Tools, Level 5, Can-Am & NorthStar.

Please contact us at sales@proplaster.com.au with contact details, proof of purchase, and a detailed explanation of the damage/issue. Please add pictures/videos and any other additional material to show the damage. The more information you supply, the easier and quicker we will process your request.

Our Customer Care team will acknowledge receipt of the enquiry within 48 hours, request additional information or advise you of the next step. In some cases, we may request you to send the items for a technical inspection before we can determine whether the item can be repaired. In that case, you will be responsible for shipping costs for returning your item.

After inspection (virtual or physical), we will be able to supply a quote for the repairs that you can approve at your will. Please be mindful that we will hold the product for 1 month, if after that period your item has not been collected, we will discard it.