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RETURNS AND FAQS

  GST-FREE SHOPPING

I'M AN AUSTRALIAN RESIDENT - CAN I CLAIM A GST REFUND FOR ITEMS I AM TAKING OVERSEAS?

The Tourist Refund Scheme (TRS) enables you to claim a refund, subject to certain conditions, of the goods and services tax (GST) and wine equalisation tax (WET) that you pay on goods you buy in Australia. The TRS is open to all overseas visitors and Australian residents, except operating air and sea crew. To qualify for a refund you must:

  spend $300 (GST inclusive) or more in the one store and multiple invoices accepted

  • Buy goods no more than 60 days before departure

  Wear or carry the goods on board the aircraft or ship and present them along with your original tax invoice, passport and international boarding pass to a Customs Officer at a TRS facility. For Check in items (ie. skis or snowboards) they can be presented at the Customs office before check in and receipt stamped for production at the TRS facility after check in.

  The refund only applies to goods you take with you as hand luggage or wear (unless aviation security measures, effective from 31 March 2007, in regard to liquids, aerosols and gels prevent you from doing so) onto the aircraft or ship when you leave Australia or check the goods in with your luggage after they have been verified by an officer at a Client Services counter. It does not apply to services or goods consumed or partly consumed in Australia, such as wine, chocolate or perfume. However, unlike other tourist shopping schemes, most of the goods, such as clothing and cameras, can be used in Australia before departure.

HOW DO I CLAIM THE TRS REFUND?

You will need to present the following at the Customs TRS facility when you depart Australia:

  Your goods (unless aviation security measures, effective from 31 March 2007, in regard to liquids, aerosols and gels prevent you from doing so) to prove you are taking them out of the country

  The original tax invoice totalling $300 (GST inclusive) or more from the retailer (to provide information for Customs officers), dated within the last 60 days

  • Your passport

  • Your international boarding pass or other proof of travel

  Tax invoices for purchases of $1000 or more must contain additional information, such as the name and address of the purchaser.

Claims at airports are available up to 30 minutes prior to the scheduled departure of your flight. Claims at seaports should be made no earlier than 4 hours prior to the scheduled departure of your departure. The TRS facilities are located past Customs and Immigration outwards processing at international airports in Sydney, Brisbane, Melbourne, Perth, Cairns, Adelaide, Darwin and Gold Coast, and at selected cruise liner terminals. If you are leaving Australia from a seaport you should contact Customs to find out if and where you can make a claim. Your claim will be refunded by credit card or to an Australian bank account, or cheques may take up to two months, after being processed by Customs and your bank or card issuer.

WHAT IS YOUR RETURN/EXCHANGE POLICY?

If you have made an incorrect choice Proski will exchange or credit regular priced items with proof of purchase within 14 days if the product is still in original condition and packaging intact.

CAN I RETURN MY ONLINE PURCHASE?

Yes, with proof of purchase, we will gladly exchange, repair or credit any purchase made online at our Newcastle store within 14 days of purchase.

HOW SOON WILL MY EXCHANGE/credit BE PROCESSED?

Your exchange/credit will be processed within 7-10 working days from receipt of returned goods.

DO YOU RETURN SALE ITEMS?

Should you experience a fault or defect with a sale item we will exchange, repair or refund the item providing that the fault or defect was not evident at time of purchase and not the reason the product was discounted in the first place. A refund or exchange isnotavailable on sale items should you simply change your mind and all sale items must be returned within 7 days of purchase.

  WHAT IF I HAVE LOST MY RECEIPT?

It is the responsibility of the customer to provide the proof of purchase if the receipt is lost eg: credit card statement.

  CHANGE OF MIND POLICY

If you wish to return an item because you have changed your mind Proski will offer you an exchange or credit voucher, provided that the following conditions are met:

You return the item within 14 days of purchase

  The item(s) must be returned to Proski via Parcel Post with tracking or courier, please advise us of the tracking number

  You provide a copy of the email receipt or paper receipt you received with the goods

  The item is in a reasonable condition. This means the item is in its original packaging, including swing tags. In the case of shoes or boots the box must be in original condition

  The item has not been used or worn or opened. It must be in its original condition - Any sew-in labels are still attached

  In the case of CD or DVDs the original security seal or shrink wrap is intact

  The product is not one in which a change of mind return is not available (see below)

  Where an exchange is made due to customer change of mind you are required to pay for postage for the return of the item to Proski as well as the postage for the new item being sent to you. This also applies when 'Free shipping' is in place.

If these requirements are not satisfied, Proski reserves the right to NOT offer an exchange or credit voucher. Goods on which change of mind are not available

  GOODS ON WHICH A CHANGE OF MIND RETURN IS NOT AVAILABLE

Proski will not accept the return of items from the following categories under the change of mind returns policy under any circumstances

  • Underwear

  • Gift vouchers

These products can be returned if they are faulty.

  OTHER RETURNS

Proski will accept product returns and provide you with an exchange voucher, refund or repair where:

  • You can show proof of purchase

  • The product does not match the sample, photo*, or online description

  • The product is faulty

Faulty goods claims will be accepted for assessment by Proski then forwarded to the supplier within their respective warranty period. Please note warranty claims can take 4-8 weeks to process. Proski may decide to return the product to the manufacturers repair agent to determine the nature of the fault or problem. Proski reserves the right to not offer a repair, refund or exchange where the item fault is as a result of misuse, normal wear and tear or neglect. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Proski has no control over manufacturer warranty periods, nor can we control repair periods and cannot advise what they will be. We will however do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed throughout the process. In cases where you have returned goods directly to the manufacturer, Proski cannot be held accountable for repair periods or communication from the manufacturer. Each manufacturer may have different warranty periods or service standards for faulty items, we have no control over the repairs or assessment process for warranty issues. In most cases, products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is impossible. Any items returned outside of the warranty period will generally incur a charge for the repair. For more information on your products warranty, please contact the brand directly.

Proski reserves the right to assess the condition and age of the returned goods prior to providing a repair, exchange or refund. This may result in repair, exchange or refund being refused.

*Colours may vary on different screens and devices

PLEASE NOTE

  Refunds will be issued using your original payment method. Gift cards not redeemable for cash.

  Proski reserves the right to correct errors and withdraw stock from sale. All items are sold online and in store, we update our online stock twice a week, therefore, some items may have been sold.

SECURITY - IS YOUR SITE SECURE?

Proski takes security seriously. We have the latest in security Certificates and only use Paypal for your security.

DO YOU DISTRIBUTE MY NAME AND ADDRESS TO ANY 3RD PARTY?

  No (more details in our privacy policy.)

PAYMENT METHODS

We accept Paypal for all orders.


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