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Returns and FAQ

Returns and FAQ

Find on this page our Returns and FAQ. You will find instructions on how to procced in several diferent cases and situations.

What is your return/exchange policy?

If, for whatever reason, you have made an incorrect purchase, we are happy to exchange this item or issue a store credit provided the items/s:

  • Provide proof of purchase.
  • Within 14 days of the purchase.
  • Item is still in it’s original condition with all packaging and tags still intact.
  • Gift Vouchers purchased in store or online are non-refundable.

We do not refund due to a change of mind, this policy is in accordance with Fair Trading NSW. If you would like further information please see the this link.

Faulty Goods

Faulty goods claims will be accepted with a valid proof of purchase for assessment by PROSKI then forwarded to the supplier within their respective warranty period. Please note warranty claims can take 4-8 weeks to process. PROSKI may decide to return the product to the manufacturers repair agent to determine the nature of the fault or problem.

PROSKI reserves the right to not offer a repair, refund or exchange where the item fault is as a result of misuse, normal wear and tear or neglect. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired.

PROSKI has no control over manufacturer warranty periods, therefore, nor can we control repair periods and cannot advise what they will be. We will however do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed throughout the process.

In cases where you have returned goods directly to the manufacturer, PROSKI cannot be held accountable for repair periods or communication from the manufacturer.

Each manufacturer may have different warranty periods or service standards for faulty items, we have no control over the repairs or assessment process for warranty issues. Any items returned outside of the warranty period will generally incur a charge for the repair. For more information on your products warranty, please contact the brand directly.

How soon will my exchange/credit be processed?

Your exchange/credit will be processed within 7-10 working days from receipt of returned goods.

Can I return sale items?

Yes, in some cases we can exchange or issue a store credit if you have made an incorrect purchase of a sale item provided:

  • Provide proof of purchase
  • Within 7 days of the purchase
  • Item is still in it’s original condition with all packaging and tags still intact

What if I have lost my receipt?

It is the responsibility of the customer to provide the proof of purchase, likewise if the receipt is lost the only way we can recover this if a bank statement is provided.

Can I return online purchases?

Yes, if for whatever reason you have made an incorrect purchase on our online store, we can exchange or issue a store credit provided:

  • Provide proof of purchase
  • Within 14 days of receiving the purchase
  • Item is still in it’s original condition with all packaging and tags still intact
  • Gift Vouchers purchased in store or online are non-refundable

Please contact us via telephone or email as soon as possible if you intend to return an item(s).

The item(s) must be returned to PROSKI, 19 National Park St Newcastle West NSW 2302 AUSTRALIA via tracked Australia Post or courier with tracking or courier. Please advise us of the tracking number and enclose your email proof of purchase.

The product is not one in which a change of mind return is not available (see below)

Where an exchange is made due to customer change of mind you are required to pay for postage for the return of the item to PROSKI as well as the postage for the new item being sent to you. This also applies when ‘Free shipping‘ is in place.

If these requirements are not satisfied, PROSKI reserves the right to NOT offer an exchange or credit voucher.

When do you refund online purchases?

PROSKI will refund an item purchased online provided:

  • Provide email receipt
  • The product does not match the sample, photo*, or online description (*Please note appearance of colours may vary when photographed and viewed online)
  • The product is faulty: Please view our warranty process above.
  • The item is out of stock

PLEASE NOTE: Proski issues refunds using your original payment method. Therefore, Gift cards not redeemable for cash.

Proski reserves the right to correct errors and withdraw stock from sale. Proski sells all items online and in store, we update our online stock twice a week, therefore, some items may have been sold.

Security – is your site secure?

PROSKI takes security seriously. Consequently, we have the latest in security certificates and only use Paypal or Afterpay for your secure payments.

DO YOU DISTRIBUTE MY NAME AND ADDRESS TO ANY 3RD PARTY?

No (more details in our privacy policy.)

Payment methods

We accept Paypal and Afterpay for all orders.

How do I claim the TRS refund?

For all information regarding the TRS refund, please refer to following link: https://www.abf.gov.au/entering-and-leaving-australia/tourist-refund-scheme