Returns & Warranty

Something wrong with your order?

1. Contact us as soon as you notice the issue at service@preppro.com.au or using the form below. Include your order number.
2. Send photos or a short video of the item, and of the packaging if it was damaged in transit.
3. We assess it and confirm the next step, which may be a replacement, repair, refund or another remedy depending on the issue.
4. Please wait for our instructions before sending anything back, so we can give you the right return address and freight details.

Change of mind

We don't offer refunds, returns or exchanges for change of mind, including ordering the wrong item or quantity or no longer needing it. Please check product descriptions, sizes and specifications before ordering, and get in touch if you are unsure. Pre-orders have a 24-hour cancellation window, see the Pre-Order Terms.

Hygiene and safety items

For health and safety reasons, water filters and filter parts, first-aid products and other hygiene-sensitive items cannot be returned for change of mind once used or opened. If you believe one is faulty, contact us first. Please don't send back anything that may have been exposed to contaminated water or hazardous material, as we will give you safe instructions instead.

Your rights 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.

Return postage

If an item is faulty or we sent the wrong item, we cover reasonable return costs as required by law. If we agree to accept a return that we are not required to accept, return freight is the customer's cost unless we agree otherwise in writing.

Read the full Refund PolicyVisit the Help Centre