Returns Policy

Pro Roper

Last Updated: August 14, 2025

At Pro Roper, we want you to be completely satisfied with your purchase. This Returns Policy outlines the terms and conditions for returning products purchased through our website www.proroper.com.au. We comply with Australian Consumer Law (ACL) and aim to make the returns process as straightforward as possible. Please read this policy carefully before making a purchase.

  1. Australian Consumer Law Guarantees

Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair for products that:

  • Are faulty or defective.
  • Are not of acceptable quality (e.g., not safe, durable, or free from defects).
  • Do not match the description provided on our website.
  • Are unfit for the purpose for which they were sold.

These rights apply in addition to the terms outlined in this Returns Policy. If you believe your product qualifies for a remedy under ACL, please contact us at sales@proroper.com.au to discuss your options.

  1. Change of Mind Returns

We offer a 2 day return period for change of mind returns, provided the following conditions are met:

  • The item is unused, in its original condition, and includes all original packaging, tags, and accessories.
  • Proof of purchase (e.g., order confirmation or receipt) is provided.
  • The return request is made within 2 days from the date of delivery.

Change of mind returns are subject to the following:

  • You are responsible for the cost of return shipping unless the return is due to our error (e.g., incorrect or defective item).
  • Refunds will be issued to the original payment method, excluding the original shipping cost, unless otherwise required by law.
  • Certain items are non-returnable for change of mind, including special orders, clearance items or items marked as final sale. Please check product descriptions for exclusions.
  1. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 2 days of delivery to report the issue. We will work with you to provide a remedy in accordance with Australian Consumer Law, which may include:

  • A full refund (including original shipping costs).
  • A replacement product (subject to availability).
  • A repair of the faulty item, where applicable.

To process a return for a faulty, damaged, or incorrect item:

  1. Contact us at sales@proroper.com.au with your order number, a description of the issue, and photos (if applicable).
  2. We will provide instructions for returning the item, including a prepaid return shipping label if the return is due to our error or a faulty product.
  3. Once we receive and inspect the returned item, we will notify you of the outcome and process the refund, replacement, or repair.
  1. Return Process

To initiate a return, follow these steps:

  1. Contact our customer service team at sales@proroper.com.au within 2 days of receiving your order for change of mind and faulty items. Provide your order number and reason for the return.
  2. We will provide a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package the item securely in its original packaging, including all accessories and documentation, and include the RMA number.
  4. Ship the item to the provided return address using the designated shipping method. For change of mind returns, you are responsible for return shipping costs unless otherwise stated.

Returns sent without an RMA number or not following the provided instructions may not be accepted.

  1. Refunds
  • Refunds will be processed within 2 business days of receiving and inspecting the returned item.
  • Refunds will be issued to the original payment method, unless otherwise agreed.
  • For change of mind returns, the refund amount excludes the original shipping cost, unless required by law.
  • For faulty or incorrect items, we will refund the full purchase price, including original shipping costs, where applicable under Australian Consumer Law.

Please note that it may take additional time for your bank or payment provider to process the refund.

  1. Non-Returnable Items

The following items are not eligible for return unless faulty or covered by Australian Consumer Law:

  • Special orders, clearance items or items marked as final sale.
  • Items that have been used, damaged, or altered by the customer.
  • Items returned without original packaging or accessories.
  1. International Returns

For international orders, returns are subject to the same conditions outlined above. However:

  • Customers are responsible for return shipping costs for change of mind returns, including any customs or import fees.
  • For faulty or incorrect items, we will cover reasonable return shipping costs, provided you follow our return instructions.
  • Refunds for international orders exclude any customs duties or taxes paid on the original shipment, as these are non-refunded by customs authorities.

Please contact us before returning an international order to confirm eligibility and instructions.

  1. Contact Us

If you have any questions about our Returns Policy or need assistance with a return, please contact our customer service team:

  • Email: sales@proroper.com.au
  • Phone: 0439035031
  • Business Hours: Monday to Friday, 9am to 4pm.
  • Address: Pro Roper, Gemoka Drive, Richmond, Q. Australia 4822

We aim to respond to all queries within 48 hours.

  1. Your Rights Under Australian Consumer Law

This Returns Policy does not limit your statutory rights under Australian Consumer Law. You are entitled to a remedy for a major failure (e.g., a refund or replacement) or for a minor failure that cannot be fixed within a reasonable time (e.g., a repair). For more information on your consumer rights, visit www.accc.gov.au.