Last updated: September 2026

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.

Refunds In the event that a refund is approved, it will exclude any interest paid for late payments of invoices.