RETURNS & REFUND POLICY
Last updated: 12/04/2025
We want you to be fully satisfied with your purchase. This Returns & Refund Policy explains how returns, replacements, and refunds are handled.
1. Eligibility for Returns
Products may be returned within 30 days of delivery if:
- The item is unused, in original packaging, and in resellable condition
- The incorrect product was supplied
- The item arrived damaged or faulty (with proof)
Some items are not eligible for return:
- Custom orders
- Clearance items
- Special-order or non-stocked items
- Items showing signs of use, wear, or modification
2. Change-of-Mind Returns
We accept change-of-mind returns within 30 days if the item:
- Is unopened and in original packaging
- Has not been used
- Includes all accessories and documentation
Return shipping for change-of-mind requests is the customer’s responsibility. A restocking fee may apply for heavy, bulky, or special-order items.
3. Damaged or Faulty Items
If your item arrives damaged or faulty:
- Contact us within 48 hours
- Provide photos or videos of the damage/fault
- We will arrange a replacement, exchange, or refund depending on availability
4. Incorrect Items Received
If you receive the wrong product, notify us within 7 days. We will arrange a replacement and cover return shipping.
5. Refund Processing
- Approved refunds are issued to your original payment method
- Refunds are processed within 5–10 business days
- Shipping fees are non-refundable unless the return is due to our error
6. Warranty Claims
Many products include a manufacturer’s warranty. If your item develops a fault outside the return period, we can assist with a warranty claim.
7. How to Start a Return
Please contact us at:
Email: sales@protradesupplies.com.au
Please include:
- Full name
- Order number
- Contact details
- Reason for return
- Photos/videos (if applicable)
8. Final Notes
Protrade Supplies complies with the Australian Consumer Law (ACL). Your statutory rights are not affected by this policy.