Returns and Exchange Policy
At Protection Experts Australia (Pro-Ex), we are committed to ensuring the quality of our products and your satisfaction. We accept returns for faulty or incorrectly supplied items, and offer exchanges under certain conditions as outlined below.
Faulty or Incorrect Items
If you receive a faulty item or your order has been picked incorrectly, please notify us within 14 days of receiving the goods. We will work with you to resolve the issue promptly.
Damaged in Transit
If your order arrives visibly damaged due to transit, please contact us within 48 hours of receiving the goods. Where possible, include photos of the packaging and damaged product. We will raise the issue with our freight provider, conduct a prompt investigation, and keep you updated throughout the process as we work toward a suitable resolution.
Exchanges
If you wish to exchange an item, please contact our office within 14 days of receipt. All shipping costs for exchanges are the responsibility of the customer, unless the exchange is due to an error on our part.
Change of Mind
Returns due to change of mind are accepted by prior agreement only and must include the original invoice number. Approved “no longer required” items will be credited at 90% of the original invoice value. Returns due to an error on our end will be credited in full, and transport will be arranged by Pro-Ex. If you choose to return items using your own courier, the cost will be at your expense.
All returned goods must be in saleable condition. This means the product must be unopened, unused, undamaged, and in its original packaging with all labels intact.
How to Request a Return, Exchange or Refund
Contact our team via email at sales@pro-ex.com.au and clearly state whether you are requesting a return, exchange or refund.
If the item is faulty or damaged, please describe the issue and attach clear photos showing the damage or fault, as well as a photo of the entire product.
Wait for a confirmation and further instructions from our team before sending the item back. Items returned without prior approval may not be accepted.
If the fault is deemed a manufacturing defect, we will refund your return shipping or add the freight cost to your credit.
Once the item is received at the address provided by our team, please allow up to 5 business days for us to assess and process your return, exchange or refund.
Definition of Fault
A fault refers to a manufacturing defect. This does not include damage caused by general wear and tear or improper use.
