Author: Jeff Servaas
Exchange, Credit, or Refund??
Our policy is, if you are not happy, we are not happy.
If you purchased the wrong item, we will happily exchange it for a more suitable item.
If the item is not fit for the advertised purpose, a refund will be provided.
If the item is defective on arrival, a replacement unit will be provided.
If the item malfunctions during the warranty period, in most cases we will provide a replacement unit. In some cases we will repair the item for you.
As customer satisfaction is always our priority, exceptions do apply, so please do not hesitate to contact us if you are in any way unsatisfied with your purchase.
Acceptable condition of items to be returned?
If you wish to exchange the goods for something else, the returned product must be returned with the original packaging, and must be in new condition.
WHEN do items need to be returned by?
You can exchange the item in the first 30 days, provided it is still in new condition when returned.
Warranty returns are valid for the warranty period. All our products carry a minimum 12 month warranty, and some items have a longer warranty period, as outlined in their description.
WHERE do items need to be returned to?
Items must be returned to our administration office at 17 McKeon Rd Mitcham VIC 3132
HOW do customers return items?
Please contact us and arrange a Return Authorisation before returning the goods.
SHIPPING for returns?
If the item is defective, we will refund the purchase cost and provide you with a label to cover the return shipping. For exchange items, the customer must pay the shipping to return the item, and Protog will cover the cost to send you the replacement item.
HOW to send back returns?
Item should be returned via registered post or courier so that delivery can be tracked. Goods should be packed with proper care, adequate protection and insurance. All original packaging must be included and in new condition such that the items can be returned to stock.
CREDIT for returns?
If you are unsure what you would like to exchange the goods for, we will provide a credit, valid for 3 months.
Instore return option?
Returns and exchanges can be delivered in person to our Sales Office at 19 McKeon Rd Mitcham VIC 3132
Goods must be well packed to ensure the goods and the retail packaging are returned to us in new condition.
We will continue to process orders each day. Our Warehouse is fully operational and our courier services continue to deliver each day as usual. We will continue to offer click-to-collect from our Mitcham showroom, but the showroom is now closed during the lockdown period.