30-day change-of-mind returns
Contact info@prorope.com.au within 30 days of receiving your order to request a change-of-mind return. Items must be unused, unopened and in resalable condition, with their original packaging and all supplied accessories. Include your order number. We will provide return instructions before you send goods.
Return address
Pro Rope Returns
PO Box 222
Ramsgate NSW 2217
Australia
Contact us for return instructions before sending goods. Include your order number and use a delivery service that accepts PO Box destinations. If that is not suitable for the parcel, contact us to arrange an alternative before booking freight.
Restocking fee and postage
For an eligible change-of-mind return, the refund is subject to a restocking fee of 10% of the price paid for the returned item or items, capped at $30 per return.
You pay return postage. If the order included free delivery, we also deduct the actual outbound postage attributable to the returned goods, calculated from the carrier charge paid to send those goods, without a markup. Free delivery applies to keeping the order; it does not include free change-of-mind returns.
If delivery was charged on the original order, that delivery charge is not refunded for a change-of-mind return. We do not deduct the same outbound postage twice. We do not add an undisclosed handling or postage markup.
For a partial return, only outbound postage reasonably attributable to the returned goods is considered; we do not automatically charge the full order’s postage. We will provide an itemised calculation before you return the goods.
Refund method and processing
After receiving and inspecting an eligible return, we will process the refund to the original payment method within 7 business days. Your payment provider may take additional time to make the funds available.
Example — free-delivery order
For a $100 item, a 10% restocking fee is $10. If the disclosed actual outbound postage was $12, the refund would be $78. Return postage is paid separately by the customer. This is an illustration, not a fixed postage charge.
Faulty, damaged or incorrect items
Contact us with your order number and a description of the issue. We will explain the assessment, return arrangements and available remedy. The change-of-mind restocking fee, postage deductions, packaging requirements and 30-day limit do not apply to remedies you are entitled to under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a product is confirmed to have a fault covered by a consumer guarantee, we will reimburse reasonable return costs as required by law. Contact us about suitable return arrangements. Where a statutory refund is due, we will process it within 7 business days after assessment establishes it is payable; provider posting times may be additional.
Cancellation before dispatch
You may cancel an order before it has been dispatched without a cancellation fee. Contact us promptly with your order number. If already dispatched, the applicable returns process applies. This does not limit your consumer guarantee rights.