Returns and Exchanges
We will do our absolute best to assist you with all your needs
How can I cancel an order?
Orders are transferred to the warehouse for fulfilment immediately after payment has been received and therefore it is imperative you contact us as soon as possible to cancel the order. If the order has already been shipped, it is advisable to reject delivery at the attempted point of delivery and ask the delivery driver returns the package to sender.
I have changed my mind with an order – what can I do?
If you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so, provided you inform us of your decision within 30 days of receiving the order. Please note that all customers have a legal right to return an order within seven days of receipt of the order, however, Pro Stringer Ltd. Australia has extended this guarantee to 30 days. The product must not be used and must be ‘as new’ when returned to us.
What do I do if an order has arrived damaged?
We ask that you report issues with delivery within 24 hours of receipt. If the products are visibly damaged on receipt, pictures should be taken immediately in order for us to make a claim with the shipping provider.
What should I do if a product is faulty?
You have 28 calendar days in which to inform us of any original fault. After this period, any applicable warranty commences. Products should be returned in their original packaging. Once we have verified the fault, we will issue a replacement. You should not return the product until you have received authorisation.
What can I do if I received the wrong product ordered?
In the extremely unlikely event that you receive the incorrect product(s) ordered, please accept our apologies and contact us at the first available opportunity to inform us and we will resolve to an amicable resolution. In most cases, we will cover your return shipping and issue the correct product out within 2 working days. At the request of Royal Mail and all couriers, you must not have any further contact with the box or products, in order to avoid the possibility of an accusation of tampering. Once you have informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the product is received at our warehouse, we will issue a full refund for the product to your original payment method. Shipping charges are non refundable.