Protection Experts Australia, hereafter referred to as Pro-Ex, will accept returns for products that are faulty. Should you find an item damaged or faulty, or your order has been picked incorrectly, please contact us within 30 days of the receipt of the Goods to remedy the situation.
In the case of exchanges, all shipping charges related to the exchange are to be incurred by the customer. Please contact our office within 30 days to discuss.
Returns the result of change of mind situations, are by agreement only and must be accompanied with the original invoice number. Goods returned ‘no longer required’ will be credited at 10% less than the original invoiced value. Returns that are our error will attract no penalty. Transport arrangements will be organised by our office. Goods returned by other transport will be at your expense.
The product must be in a saleable condition. This means, the Goods are in original packaging, with labels, the Product has not been opened, damaged, or scratched.
The Process for Returns, Exchanges or Refunds:
- To request a return, exchange or refund, simply contact a member of the Pro-Ex team via email firstname.lastname@example.org. State which option you would like and explain why. If you are returning, refunding or exchanging an item you believe to be faulty or damaged, please state the fault/damage, attach clear precise images of the fault as well as an overall image of the product.
- Wait for a response from a member of Pro-Ex before freighting the product back to us at your own cost. If the product is found to be manufactures fault the freight cost will be refunded or added on top of your credit.
- Pro-Ex will advise the address your Goods should be returned to. Once we receive the Goods, allow 5 working days for us to process your return, exchange or refund or determine the fault.
- A member of our team will contact you with an outcome of your request .
Pro-Ex means by Fault: Manufactory faults, not general wear and tear from use.