Refund policy

RETURNS & REFUND POLICY — PROTRADE SUPPLIES

Last Updated: 01/12/2026

At Protrade Supplies, we aim to provide clear and fair returns and refund processes. This policy explains how returns, replacements, refunds, and warranty claims are handled.

1. Eligibility for Returns

Products may be eligible for return within 14 days of delivery if:

  • The item is unused, in original packaging, and in resellable condition
  • An incorrect product was supplied
  • The item arrived damaged or faulty (with supporting evidence)

The following items are not eligible for return, except where required by Australian Consumer Law:

  • Custom or made-to-order products
  • Clearance items
  • Special-order or non-stocked items
  • Items showing signs of use, wear, installation, or modification

2. Change-of-Mind Returns

Change-of-mind returns may be accepted within 14 days of delivery, provided the item:

  • Is unopened and in original packaging
  • Has not been used, installed, or modified
  • Includes all accessories, manuals, and original documentation

Return shipping costs for change-of-mind returns are the customer’s responsibility.
A restocking fee may apply for heavy, bulky, or special-order products.

3. Damaged or Faulty Items

If your item arrives damaged or faulty:

  • Contact us within 48 hours of delivery
  • Provide clear photos or videos showing the issue

Once assessed, we will arrange a replacement, repair, exchange, or refund, depending on stock availability and the nature of the issue.

4. Incorrect Items Received

If you receive an incorrect product, please notify us within 7 days of delivery.

  • We will arrange the correct replacement
  • Return shipping costs will be covered by Protrade Supplies

5. Refund Processing

Once a returned item is received and inspected:

  • Approved refunds are issued to the original payment method
  • Refunds are typically processed within 5–10 business days
  • Original shipping fees are non-refundable, unless the return is due to an error or fault on our part

6. Warranty Claims

Many products supplied by Protrade Supplies include a manufacturer’s warranty.

If a product develops a fault outside the return period, we can assist with submitting a warranty claim in line with the manufacturer’s terms and the Australian Consumer Law.

7. How to Start a Return

To request a return, please contact us at:

📩 sales@protradesupplies.com.au

Please include:

  • Full name
  • Order number
  • Contact details
  • Reason for return
  • Photos or videos (if applicable)

We will provide return instructions once your request has been reviewed.

8. Australian Consumer Law

Protrade Supplies complies with the Australian Consumer Law (ACL).
This policy does not limit or exclude any rights you may have under the ACL.