1. Your Rights Under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

2. Change of Mind Returns

While we are not legally obligated to provide a refund or exchange if you simply change your mind, we want you to be completely satisfied with your Promerch PPS purchase. We offer a 14-day return policy for change-of-mind purchases, subject to the following conditions:

• The item must be returned within 14 days of receiving your order.
• The item must be unused, unmixed, and in the same condition that you received it.
• It must be in the original, sealed packaging. Due to the chemical nature of our products, any liquid or coating with a broken seal cannot be accepted for return.
• A restocking fee of 10% may apply to cover administrative and handling costs.
• You are responsible for the return shipping costs for change-of-mind returns.

3. Faulty or Damaged Goods

If your product arrives damaged or you believe it is faulty, please contact us immediately at info@promerchpps.au with your order number and photographic evidence of the damage or fault.

If the product is confirmed to have a major fault, you can choose between a refund or a replacement. If the fault is minor, we may choose to replace the item. Promerch PPS will cover the return shipping costs for any products deemed faulty or damaged in transit.

4. Non-Returnable Items

For safety, hygiene, and quality control reasons, the following items cannot be returned unless they are faulty:

• Custom-mixed or bespoke colour products.
• Any liquids, primers, top coats, or ceramic coatings where the factory seal has been broken or tampered with.
• Used spray guns, hoses, or application equipment.
• Clearance or sale items.

5. How to Initiate a Return

To return an item, please follow these steps:

1. Contact our support team at info@promerchpps.au to request a Return Merchandise Authorisation (RMA).
2. Pack the items securely. Ensure all chemicals and liquids are packed upright and tightly sealed to prevent leaks during transit.
3. Include a copy of your original receipt or proof of purchase inside the package.
4. Ship the package to the return address provided by our team. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

6. Refunds Processing

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-7 business days.