Refund policy

5. Returns, Refunds & Exchanges

5.1 General Application

5.1.1 At PrepPro, we stand behind the quality of the products we supply. This policy sets out the conditions applying to returns, refunds, exchanges, order cancellations, product inspection and claims.

5.1.2 Nothing in this policy excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law (ACL) or any other applicable law.

5.1.3 Where a provision of this policy is inconsistent with a right or remedy that cannot lawfully be excluded, that right or remedy will prevail to the extent of the inconsistency.

5.2 Faulty, Defective, Damaged or Incorrectly Supplied Products

5.2.1 If a product supplied by PrepPro is faulty, defective, damaged, not as described, incorrectly supplied, unfit for a disclosed purpose where the applicable consumer guarantee applies, or otherwise fails to comply with an applicable consumer guarantee, the customer should contact PrepPro as soon as reasonably practicable after becoming aware of the issue.

5.2.2 Subject to the customer's applicable legal rights, PrepPro may require information reasonably necessary to investigate and verify a claim, including:

  • proof of purchase;

  • photographs or video of the affected product;

  • photographs of packaging or shipping damage;

  • product names, quantities and batch or lot numbers;

  • serial numbers where applicable;

  • delivery documentation;

  • details of how and when the issue was discovered;

  • details of the conditions in which the product was stored, transported, installed or used; and

  • any other information reasonably required to establish the nature, extent and cause of the reported issue.

5.2.3 Where reasonably necessary, PrepPro may require the affected goods to be made available for inspection or assessment before determining the appropriate remedy.

5.2.4 The remedy available will depend on the nature and seriousness of the failure and will be determined in accordance with applicable law.

5.2.5 Where goods have a major failure under the Australian Consumer Law, the consumer may be entitled to reject the goods and choose between a refund or replacement, and may also have additional rights to compensation where provided by law.

5.2.6 Where a failure is not major, PrepPro may generally have an opportunity to provide an appropriate remedy within a reasonable time, including repair, replacement or another remedy permitted by law.

5.2.7 Nothing in this policy requires a customer to retain original packaging as a condition of exercising a right that cannot lawfully be made subject to that requirement.

5.3 Change of Mind

5.3.1 PrepPro does not provide refunds, returns or exchanges merely because a customer:

  • changes their mind;

  • no longer wants or requires the products;

  • orders an incorrect product or quantity;

  • over-orders;

  • has surplus or unused stock;

  • experiences a change in project requirements;

  • experiences a change in funding or financial circumstances;

  • is unable to distribute, deploy or use the products as originally intended;

  • subsequently determines that fewer products are required;

  • finds an alternative product or supplier;

  • experiences a change in operational requirements; or

  • otherwise no longer has a use for the products.

5.3.2 Customers should carefully confirm product descriptions, specifications, compatibility, quantities and intended application before placing an order.

5.3.3 Clause 5.3.2 does not affect any consumer guarantee concerning fitness for a disclosed purpose, including where a customer has made a particular purpose known to PrepPro and reasonably relied upon advice, representations or information provided by PrepPro where the Australian Consumer Law applies.

5.3.4 Nothing in this clause affects any right or remedy available in respect of faulty, defective, incorrectly supplied, misdescribed or otherwise non-compliant goods under applicable law.

5.4 Bulk, Commercial, Wholesale, Humanitarian & International Orders

5.4.1 Due to the significant procurement, manufacturing, stock allocation, freight, administrative and logistical commitments associated with large orders, customers placing bulk, commercial, wholesale, humanitarian or international orders must carefully verify:

  • product specifications;

  • quantities;

  • intended use;

  • delivery requirements;

  • destination requirements; and

  • suitability

before confirming the order.

5.4.2 Once such an order has been accepted and processing, procurement, manufacture, stock allocation or fulfilment has commenced, the customer is not entitled to cancel the order or obtain a refund, exchange or return solely because of a change of mind, including:

  • over-ordering;

  • surplus stock;

  • changes in funding;

  • changes in project requirements;

  • changes in operational circumstances;

  • changes in distribution arrangements;

  • changes in intended use; or

  • any other circumstance that does not give rise to a statutory or contractual right to a remedy.

5.4.3 PrepPro may, entirely at its discretion and where permitted by law, agree in writing to a cancellation, variation or return that it is not otherwise legally required to accept.

5.4.4 Any approval granted under clause 5.4.3 on one occasion does not create an obligation to approve another request.

5.4.5 For the avoidance of doubt, a bulk, wholesale, commercial, humanitarian or other business customer may still have rights under the Australian Consumer Law where that law applies to the relevant transaction.

5.4.6 Nothing in this clause affects rights or remedies that cannot lawfully be excluded, restricted or modified.

5.5 Hygiene, Safety, Water Filtration & Contamination

5.5.1 Due to health, hygiene and product-safety considerations, PrepPro does not accept change-of-mind returns for products that have been:

  • opened;

  • used;

  • deployed;

  • distributed;

  • removed from sealed or protective packaging;

  • installed or connected;

  • exposed to water;

  • exposed to contaminated or potentially contaminated water;

  • exposed to biological material, chemicals or other contaminants;

  • stored or transported in conditions where their hygienic condition cannot reasonably be verified; or

  • deployed or stored in field, remote-area, disaster-relief or humanitarian environments where their sanitary condition cannot reasonably be verified.

5.5.2 This includes water filtration products, filter components, first-aid products and other hygiene-sensitive products.

5.5.3 A product being unsuitable for a change-of-mind return because of contamination, hygiene or safety concerns does not extinguish any statutory rights concerning a genuine fault, defect or other failure to comply with an applicable consumer guarantee.

5.5.4 Where a potentially contaminated product is alleged to be faulty or defective, the customer must contact PrepPro before attempting to return it.

5.5.5 PrepPro may provide alternative reasonable assessment instructions where physically returning the product could create a health, hygiene, contamination or safety risk.

5.6 Direct-to-Customer, Supplier-Direct & International Shipments

5.6.1 Where products are dispatched directly from a manufacturer, supplier, distributor, freight facility or other third party to the customer or the customer's nominated destination without first being physically received or inspected by PrepPro, customers are requested to conduct a prompt and reasonable inspection following delivery.

5.6.2 This is particularly important for international, bulk, commercial, wholesale and humanitarian shipments.

5.6.3 Seven-Day Inspection & Notification Request

5.6.3.1 Customers are requested, where reasonably practicable, to notify PrepPro within 7 calendar days of delivery of any issue that would reasonably be apparent from an inspection of the shipment, including:

  • visible freight or transit damage;

  • damaged cartons or packaging;

  • missing cartons, pallets or packages;

  • shortages;

  • incorrect quantities;

  • incorrect products;

  • visibly damaged products;

  • discrepancies between the products delivered and applicable shipping or order documentation; or

  • any other defect, discrepancy or issue that could reasonably have been identified by inspecting the shipment following delivery.

5.6.3.2 Prompt notification assists PrepPro in investigating freight, supplier, warehouse, carrier and fulfilment issues and in preserving evidence relevant to a claim.

5.6.3.3 Customers should retain relevant delivery documentation where reasonably practicable and provide reasonable supporting evidence requested by PrepPro, including photographs of:

  • the shipment;

  • external packaging;

  • internal packaging;

  • pallet configuration;

  • shipping labels;

  • carton labels;

  • delivery condition; and

  • affected products.

5.6.3.4 The timing of notification may be taken into account, together with all other relevant evidence, when investigating whether visible damage, shortage or discrepancy occurred before or after delivery.

5.6.3.5 Failure to notify PrepPro within 7 calendar days does not exclude, restrict or modify any right, consumer guarantee or remedy available under the Australian Consumer Law or any other applicable law.

5.6.3.6 The seven-day period is intended to assist with the early identification and investigation of reasonably discoverable shipping and fulfilment issues. It is not a limitation period for statutory consumer rights.

5.7 Latent or Subsequently Discovered Defects

5.7.1 The seven-day inspection request under clause 5.6.3 does not prevent a customer from notifying PrepPro of a genuine:

  • latent defect;

  • manufacturing defect;

  • material defect;

  • durability issue;

  • internal product failure; or

  • other problem that could not reasonably have been discovered during an ordinary inspection following delivery.

5.7.2 Where such an issue subsequently becomes apparent, the customer should notify PrepPro as soon as reasonably practicable after discovering it and provide reasonable information required to assess the claim.

5.7.3 PrepPro may investigate matters including:

  • product batch or lot;

  • manufacturing information;

  • storage;

  • transportation;

  • installation;

  • operation;

  • maintenance;

  • environmental exposure;

  • contamination;

  • product age;

  • duration of use; and

  • manner and frequency of use.

5.7.4 These matters may be considered when determining whether the issue arises from an inherent product defect, a failure to comply with an applicable consumer guarantee, or circumstances occurring after supply.

5.7.5 Nothing in this clause limits any applicable statutory right or remedy.

5.8 Storage, Handling, Installation, Misuse & Customer-Caused Damage

5.8.1 Subject always to rights that cannot lawfully be excluded, PrepPro is not responsible for problems caused by circumstances unrelated to a failure existing in the goods or an applicable consumer guarantee, including:

  • misuse or abnormal use;

  • use for a purpose for which the product was not reasonably intended;

  • failure to follow supplied instructions or manufacturer requirements;

  • improper installation;

  • incorrect operation;

  • unauthorised modification;

  • negligent handling;

  • inappropriate storage;

  • improper transportation after delivery;

  • accidental damage occurring after delivery;

  • exposure to conditions outside applicable product specifications;

  • contamination occurring after delivery;

  • failure to undertake required maintenance; or

  • ordinary wear and tear consistent with the nature, age, expected durability and reasonable use of the product.

5.8.2 Where a claim is made, PrepPro may reasonably investigate whether the reported problem resulted from:

  • an inherent product defect;

  • a manufacturing issue;

  • a failure to comply with an applicable consumer guarantee; or

  • subsequent handling, storage, installation, use, environmental exposure, modification or damage.

5.8.3 Nothing in this clause excludes liability where PrepPro is legally responsible for the relevant failure.

5.8.4 For the avoidance of doubt, reference to ordinary wear and tear does not exclude any applicable consumer guarantee concerning the acceptable quality or reasonable durability of goods.

5.9 Product Suitability & Reliance on Advice

5.9.1 Customers are responsible for considering whether products are appropriate for their intended circumstances based on the information reasonably available to them.

5.9.2 Nothing in clause 5.9.1 excludes or restricts any applicable consumer guarantee where:

  • a customer expressly or by implication makes a particular purpose known to PrepPro;

  • the customer reasonably relies upon PrepPro's skill, judgement, advice or representation in selecting a product; or

  • PrepPro expressly represents or advertises a product as suitable for a particular purpose.

5.9.3 Any such matter will be assessed in accordance with applicable law.

5.10 International Delivery & Overseas Deployment

5.10.1 Customers ordering products for delivery, distribution or use outside Australia are responsible for determining whether the products are appropriate for their intended destination and use, including any applicable:

  • import requirements;

  • customs requirements;

  • local laws;

  • licensing requirements;

  • certification requirements;

  • installation requirements;

  • operational requirements; or

  • destination-specific regulatory requirements

that are properly the customer's responsibility.

5.10.2 Clause 5.10.1 does not apply to the extent PrepPro has expressly represented in writing that a particular product:

  • complies with a specific overseas legal, regulatory, certification or operational requirement; or

  • is suitable for a particular disclosed purpose,

where such representation gives rise to rights under applicable law.

5.10.3 Unless expressly agreed otherwise in writing, the customer is responsible for providing:

  • accurate delivery details;

  • consignee details;

  • customs information;

  • import information; and

  • any documentation or information reasonably required from the customer to facilitate international shipment.

5.10.4 Delays, customs intervention, import restrictions, regulatory action or other matters outside PrepPro's reasonable control will be dealt with subject to the terms of the relevant order and applicable law.

5.10.5 Nothing in this clause excludes, restricts or modifies liability that cannot lawfully be excluded.

5.11 Claims Affecting Part of a Bulk Order

5.11.1 Where an alleged fault, defect, shortage, shipping discrepancy or other issue affects only part of an order, the customer should identify the particular:

  • products;

  • quantities;

  • batches;

  • cartons;

  • pallets;

  • serial numbers; or

  • shipments

affected.

5.11.2 Subject to applicable law, the existence of an issue affecting some products does not automatically establish that unaffected products are defective or entitle the customer to return, reject or obtain a refund for unaffected products.

5.11.3 Any remedy will be determined having regard to:

  • the nature of the actual failure;

  • the extent of the failure;

  • the quantity of affected goods;

  • whether affected and unaffected goods can reasonably be distinguished;

  • whether the failure is major or minor where relevant; and

  • the customer's applicable statutory and contractual rights.

5.11.4 Nothing in this clause restricts any broader remedy to which the customer is legally entitled.

5.12 Returns & Authorisation

5.12.1 Customers should contact PrepPro before returning goods in connection with a claim.

5.12.2 This allows PrepPro to provide:

  • the correct return address;

  • freight instructions;

  • assessment procedures;

  • required claim information; and

  • where relevant, safe-handling or contamination procedures.

5.12.3 Goods that may have been exposed to contaminated water, biological material, hazardous substances, chemicals or unsanitary environments must not be returned without first contacting PrepPro for appropriate safety instructions.

5.12.4 Nothing in this requirement prevents, delays or unreasonably restricts a customer from exercising a statutory right or remedy.

5.13 Return & Assessment Costs

5.13.1 Where goods are faulty, defective, incorrectly supplied, misdescribed or otherwise subject to a remedy under applicable law, return, transportation and assessment costs will be handled in accordance with the customer's applicable legal rights.

5.13.2 Where a product is confirmed to be faulty or otherwise subject to a remedy under applicable law, PrepPro will reimburse reasonable return costs where required by law.

5.13.3 Where goods are:

  • large;

  • heavy;

  • installed;

  • difficult to transport;

  • difficult to remove; or

  • otherwise impractical for the customer to return in the ordinary manner,

PrepPro will arrange collection, transportation or another appropriate method of assessment where required by applicable law.

5.13.4 Where PrepPro reasonably assesses goods and determines that there is no failure for which PrepPro is legally responsible, responsibility for transportation or assessment costs will be determined in accordance with applicable law and the particular circumstances.

5.13.5 Where PrepPro voluntarily agrees to accept a return that it is not legally required to accept, including an approved change-of-mind return, all return freight, insurance and associated costs are the customer's responsibility unless PrepPro agrees otherwise in writing.

5.14 Evidence & Preservation of Goods

5.14.1 Where reasonably practicable, customers making a claim should preserve:

  • affected products;

  • packaging;

  • product labels;

  • batch or lot information;

  • serial numbers;

  • shipping documentation;

  • delivery records; and

  • other relevant evidence

until PrepPro has had a reasonable opportunity to assess the claim.

5.14.2 Customers should not dispose of, destroy, modify or materially alter an allegedly defective product before contacting PrepPro where doing so would prevent reasonable investigation of the claim.

5.14.3 Clause 5.14.2 does not apply where retaining the product would create an unreasonable:

  • health risk;

  • safety risk;

  • contamination risk; or

  • environmental risk.

5.14.4 Where retention of a product is unsafe, customers should contact PrepPro where reasonably practicable and preserve photographs, video, labels, batch information or other reasonable evidence before disposal.

5.14.5 Nothing in this clause limits any right that cannot lawfully be excluded.

5.15 Australian Consumer Law

5.15.1 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

5.15.2 Depending on the circumstances, these guarantees may include requirements that goods:

  • are of acceptable quality;

  • are reasonably fit for any disclosed purpose where the applicable guarantee applies;

  • match their description;

  • match any sample or demonstration model where applicable;

  • satisfy applicable express warranties; and

  • otherwise comply with guarantees imposed by law.

5.15.3 Where a failure amounts to a major failure under the Australian Consumer Law, a consumer may have the right to reject the goods and choose between a refund or replacement and may also have rights to compensation for reasonably foreseeable loss or damage where provided by law.

5.15.4 Where a failure is not major, PrepPro may generally have an opportunity to provide an appropriate remedy within a reasonable time in accordance with the Australian Consumer Law.

5.15.5 Nothing in this policy is intended to exclude, restrict or modify the operation of the Australian Consumer Law or any other statutory right, guarantee, remedy or liability that cannot lawfully be excluded, restricted or modified.

5.15.6 Where the Australian Consumer Law applies, this policy operates alongside those rights and not in substitution for them.

5.16 No Waiver of Statutory Rights

5.16.1 The fact that PrepPro:

  • investigates a claim;

  • requests evidence;

  • assesses a product;

  • refers to an inspection period;

  • requires prior contact before certain returns;

  • imposes change-of-mind restrictions;

  • identifies misuse or customer-caused damage;

  • restricts cancellation of bulk or commercial orders; or

  • otherwise administers a claim in accordance with this policy

does not exclude, restrict or modify any statutory consumer right or remedy that cannot lawfully be excluded.

5.17 Severability

5.17.1 If any provision or part of a provision of this policy is found to be invalid, unenforceable or inconsistent with applicable law, that provision will apply only to the maximum extent permitted by law.

5.17.2 Where possible, the remaining provisions of this policy will continue to operate.

5.17.3 Nothing in this severability provision permits PrepPro to exclude, restrict or modify a right, guarantee, remedy or liability where doing so is prohibited by law.