DELIVERY POLICY

GET IT FAST

To receive your order by the date specified in the countdown timer, you must choose Express Post as your delivery method during checkout and pay using an instant payment method such as credit card or PayPal (excluding PayPal eCheques).

Parcel Post and Express Post shipments
Parcel Post and Express Post orders which are placed by 9am and paid for with credit card or PayPal will be shipped the SAME day.
Parcel Post and Express Post orders which are placed after 9am will be shipped the NEXT day.

Cleared Funds
If paying by PayPal eCheque, personal cheque or bank deposit, your order will be shipped when your funds are cleared.

Who pays shipping costs?
Shipping costs are to be paid by the buyer, unless otherwise specified. Shipping costs will be calculated and shown during the checkout process

If the item is not received, or is damaged in shipping, who reimburses the buyer?
If Australia Post loses your order, they will compensate you with up to $50. If you are concerned with this possibility, please choose to ship your item with a shipping option that includes insurance

Do prices include GST?
Yes, prices shown include 10% GST, and GST will be shown on your tax invoice.

Any handling fees in addition to shipping?
No, we do not charge a handling fee.

How often do you ship?
Every weekday (excluding public holidays).

PAYMENT METHODS ACCEPTED

PayPal
PayPal is available to all of our customers

Bank Transfer
Bank Transfer is available to all of our customers. You will be provided with our bank account details after you finalise your purchase and go through the checkout process.

Credit Card
VISA and Mastercard payment is accepted from all of our customers. At the point of transaction the customer will be transferred to the mastercard.com.au secure server. Once payment has been made, the customer will be transferred back to the PROtog.com.au website. The customer will then receive confirmation that payment has been made.

Bank and Personal Cheques
We can accept bank or personal cheques. Goods will not be shipped until funds have cleared.

Order Confirmation
All customers will receive immediate confirmation of their order via email.

CUSTOMER SERVICE POLICIES

Average length of time to respond to an email?
2 hours

Preferred way of contact?
email

Days of the week when staff not available?
Saturdays, Sundays and public holidays

Customer satisfaction?
We are committed to our customer’s satisfaction. Thus, if you are unhappy with your purchase our policy allows for returns within 5 days after shipment has been received. We request that you attempt to resolve a problem by first contacting us. We accept returns for refunds or exchanges on all our merchandise. Items that are not returned in new condition with all packaging will not be accepted.

Refunds will be issued after item is received and carefully inspected by us and typically takes 2 days. Any merchandise altered, damaged, or switched will not be accepted.

If there is ever a problem with your purchase from us, please give us the opportunity to make it right for you. We are reasonable people, behaviours such as offensive language, false accusations, personal attacks, and/or overall rudeness, etc is completely unnecessary. We vow to always deal with our customers professionally and courteously, and we ask that our customers extend us the same courtesy.

 

REFUND POLICIES

Under what circumstances are refunds given?
Only if item is different from description. However as customer satisfaction is always our priority, exceptions apply so please do not hesitate to contact us if you are in anyway unsatisfied with your purchase.

Refunds are not given on selected marked items which are on special.

Acceptable condition of items to be returned?
In original packaging, item must be in the same condition as received.

Will refunds be given only if a certain shipping option is chosen?
Yes, all returned items must be returned via registered post or couriers, we cannot be responsible for a parcel that is lost during return transit.

Are there any exceptions to the refunds policy?
Yes, subject to our discretion.

If the item is lost in transit or damaged during shipping, who reimburses the buyer?
We will re-send your order and sort the issue out with the shipping company.

In what form are refunds given?
Money back refunds via the same medium in which it was paid or items can be exchanged at our discretion

Full refunds?
Returns for a full refund are accepted only for true defects or errors for which we are responsible. Refunds are not given on postal/delivery charges.

Is there a restocking fee?
Returns are subjected to a 15% restocking fee; however this could be waived at our discretion.

How many days allowed to request a refund?
5 days after receipt.

 

RETURN POLICIES

Who pays for return shipping costs?
The buyer.

How should items be shipped back?
Item should be returned via registered post or courier (or whereby items can be tracked) with proper care, adequate protection and insurance. All original pavkaging must be included and in new condition such that the items can be returned to stock.

Does the buyer need to alert PROtog prior to shipping the item?
Yes, the buyer will need to contact us in order to receive a Return instructions.

Will a refund be issued without PROtog receiving the item back?
No.