Returns & Refunds
Your satisfaction is our top priority, and we always strive to meet your expectations. However, we understand that issues may arise from time to time. If you are not completely satisfied with your product, please let us know as soon as possible.
1. How to Report an Issue
To help us resolve your concern quickly, please contact us by email at sales@videopro.com.au or by mail at: 153C Hannah Rigby Lane, Eagle Farm QLD 4009
In your message, please include:
- The product details and purchase date
- A description of the fault
- The date the issue first appeared (if relevant)
- When and how you discovered the issue
- How the issue has affected your use of the product
2. Returning a Faulty Product
Once we receive your request, we will issue a returns note with further instructions. Please do not send products without a returns note, as we may not be able to process your return.
3. Return Conditions
- The goods must be returned to us as soon as any defect is discovered. (Please ensure that you follow the warranty protocol as explained in Section 8 of our Terms and Conditions.)
- All efforts should be made to return goods:
- In their original packaging, where possible, and in original condition
- Securely wrapped to prevent damage in transit
- With our original delivery slip
4. Return Freight Costs
Return shipping costs to Videopro will be charged to the buyer under the following circumstances:
- If the buyer returns goods due to change of mind or any reason not related to a product fault
- If no fault is found in testing after the buyer has claimed the product is faulty
Videopro will notify the buyer of any freight costs before applying the charge.
5. Restocking Fee
In some cases, Videopro may apply a restocking fee upon the return of goods. This is determined on a case-by-case basis and may apply if the product is returned due to:
- Change of mind
- A claimed faulty product where no fault is found during testing
- Opened and used goods
We appreciate your cooperation and will do our best to resolve your issue as quickly as possible!
Cancellations
You may cancel your order at any time before we have despatched your goods, or up to 7 business days from the date you receive your order.
If you cancel your order prior to despatch, we will refund to you the total price of the order including shipping costs, within 2 business days of cancellation. Refunds will be processed using the same payment method as your original order, unless otherwise agreed.
If you cancel after we have despatched the goods, the refund amount will be for the price of the goods only.
If you cancel your order after we have despatched the goods, you must return them to us within 7 days of receipt.
To be eligible for a full refund of the price of the goods, the goods must be returned in the same condition in which you received them. We cannot issue a full refund if the goods have been used, worn or damaged.
You are responsible for the cost of returning the goods.
Refunds for returned goods will be processed within 2 business days of receipt back into Videopro.
Please note, these terms and conditions do not affect your rights in the event that the goods are faulty.
Videopro requires full upfront payment for any item that is
deemed by us to be custom or bespoke.
Videopro cannot offer a refund or exchange on any custom or bespoke goods if the product was returned due to:
• Change
of Mind
• Claimed
faulty product, but no fault found when testing
• Opened and used goods
Goods deemed custom or bespoke can still be returned if they
are faulty or not fit for purpose.
