Refund policy
Faulty or Damaged Products
If you receive a faulty or damaged product, you may qualify for a replacement, repair, or refund, subject to the following terms:
1.1 Eligibility & Notification Requirements
To request a replacement, repair, or refund, you must notify ProDécor® in writing (via email or post) within 14 days of delivery. Your notification must include:
- Your full name
- Your email address
- Order number
- Product name and quantity
- Batch number (found on the lid or side of the container)
- A photo of the product packaging
- A photo showing the fault or damage
1.2 Inspection & Verification
ProDécor® reserves the right to inspect returned products before approving any refund or replacement.
- If the product is found to be fault-free or the issue is due to factors beyond ProDécor®’s control (e.g., improper storage, incorrect use, or third-party damage), the refund request will be denied.
- Customers will cover return shipping costs if the product is not defective.
- Refunds or replacements are not available for aesthetic variations, minor imperfections, or issues caused by incorrect installation.
- Warranty coverage is limited to delamination and water ingress caused by manufacturing defects (as per the ProDécor® Warranty Policy).
- Cracking, staining, sealer degradation, or substrate-related failures are not considered defects and are not eligible for returns or refunds.
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2. Change of Mind & Returns for Unused Products
ProDécor® may accept returns for unused products, provided the following conditions are met:
2.1 Return Conditions
- You must notify ProDécor® of your intent to return within 7 days of delivery.
- The product must be returned within 7 days of return approval.
- The product must be unopened, undamaged, and in its original packaging, suitable for resale.
2.2 Non-Returnable & Non-Refundable Products
The following items cannot be returned or refunded:
- Customised or special-order products, including:
- Custom sizes, colours, or finishes.
- Non-standard Australian stocked items.
- Custom-mixed product batches.
- Products with opened, damaged, or altered packaging.
- Products affected by natural batch variations in colour or texture (due to the natural minerals in microcement).
- Natural colour variations between batches are not considered defects and do not qualify for returns.
- Custom orders are non-refundable under the ProDécor® Warranty Policy, unless a verified manufacturing defect is confirmed.
2.3 Return Shipping Responsibility
- Customers are responsible for arranging and paying for return shipping.
- ProDécor® is not liable for returns lost or damaged during transit.
- Damaged or opened returns will not be eligible for a refund.
2.4 Restocking Fee
- A 6% restocking fee will apply to all approved returns and will be deducted from the refund amount.
- This fee covers handling, inspection, repackaging, and administrative costs.
3. Limitations of Refunds, Replacements, or Compensation
ProDécor® is liability is limited to the cost of the faulty or damaged product. ProDécor® is not responsible for:
- Labour costs for installers or customers.
- Project delays or scheduling disruptions.
- Consequential damages, including additional materials, lost labour, or other expenses.
- Variations in product usage: Kit quantities are based on average application rates, and any additional product required is the purchaser’s responsibility.
- The ProDécor® Warranty Policy excludes liability for third-party labour costs, project delays, or consequential losses.
- Warranty claims must meet all eligibility criteria, including proper installation and maintenance.
4. Product Information, Variability & Updates
4.1 Guidance Materials
- Installation guides, videos, and technical documents are provided as accurate resources but may be updated or improved over time.
- Changes in application methods or product formulations do not entitle customers to refunds or compensation.
4.2 Colour Variations & Batch Differences
- Microcement products contain natural minerals, which may cause slight colour variations between batches.
- ProDécor® does not offer refunds or replacements for natural batch variations.
- Customers are advised to order sufficient material from the same batch to ensure colour consistency.
- Colour variations between batches are not covered under the ProDécor® Warranty Policy and cannot be used as grounds for refund requests.
- Installation issues caused by outdated guidance materials do not qualify for refunds, as all updates supersede previous versions.
5. Return Conditions & Liability
5.1 Return & Shipping Conditions
- Returned products must be securely packaged to prevent damage during transit.
- ProDécor® is not liable for loss or damage during return shipping.
- Returns lost in transit or received damaged will not be eligible for a refund.
5.2 Free Items
- Refunds are not available for "free with purchase" promotional items.
- Damaged product returns are subject to inspection, similar to warranty claims requiring verification of a manufacturing defect.
6. Refund Processing
6.1 Refund Approval & Processing Timeframes
- Once your return is received and inspected, you will be notified of the refund decision.
- Approved refunds will be processed to your original payment method within 10 business days.
- Processing times may vary depending on your financial institution.
6.2 Refund Disputes
- If you do not receive your refund within 15 business days of approval, contact ProDécor® at sales@prodécor.com.au
ProDécor® reserves the right to deny refunds for items returned in a non resalable condition.
7. Governing Law & Force Majeure
7.1 Jurisdiction
- This policy is governed by the laws of NSW, Australia.
7.2 Dispute Resolution
- Any disputes regarding refunds, replacements, or exchanges will be resolved through arbitration in Queensland, Australia.
- ProDécor® reserves the right to update or amend this policy without prior notice.
7.3 Force Majeure Clause
- ProDécor® is not liable for failure to fulfil return, refund, or replacement obligations due to circumstances beyond its control, including but not limited to:
- Natural disasters (e.g., earthquakes, floods, extreme weather).
- Government actions, shipping disruptions, or supply chain failures.
- Acts of war, vandalism, terrorism, or other external factors.
- The Force Major Clause in the ProDécor® Refund Policy and Warranty Policy ensures ProDécor® is not held liable for external disruptions.
ProDécor® RETURN & REFUND POLICY
Effective Date: 01 January 2025
Issued by: PROTENON CO PTY LTD trading as ProDécor® (ABN 42626669074)
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@prodecorsupply.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@prodecorsupply.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@prodecorsupply.com.
Jurisdiction: NSW, Australia
Contact: sales@prodecorsupply.com