REFUND & REPLACEMENT POLICY
Approved refunds reach you within 3 to 8 business days. Last updated 26 October 2026.
Once we approve a refund, the money is returned to you within 3 to 8 business days. If your order arrives damaged in transit or with printing faults that do not meet our standards, we offer a priority replacement or a full refund under Australian Consumer Law.
1. Refund Timeline: 3 to 8 Business Days
Refunds are paid back to the method you used to pay, in Australian dollars. After we approve a refund (or confirm that a cancelled order was not yet dispatched), allow 3 to 8 business days for the funds to reach you. The exact time inside that window depends on your bank or, for cryptocurrency, the network and your wallet. Business days are Monday to Friday, excluding Australian national public holidays.
- Day 0: you email us your order reference and, for damage, photos.
- Within 1 business day: we confirm the claim and tell you whether it is a refund or a replacement.
- Within 3 to 8 business days of approval: the refund lands in your account or wallet.
2. Transit Damage or Manufacturing Defects
Our prop notes ship in rigid protective packaging, but parcels can still be damaged by the carrier. If your stacks arrive crushed, water-damaged or torn, tell us within 48 hours of delivery:
- Take clear photographs of the outer satchel and the damaged stacks.
- Email us at sales@proppsptyltd.com.au with your order reference number.
- We will send a replacement by Express Post at no cost to you, or refund the affected items in full, within the 3 to 8 business day window above.
3. Cancelling Before Dispatch
Orders can be cancelled for a 100% refund before the parcel is dispatched. Because most paid orders leave our Eltham, Melbourne depot within 24 business hours, contact us as soon as possible. Once Australia Post has collected the parcel, the order can only be refunded after the unopened parcel is returned to us.
4. Change of Mind Returns
Returned stock must be sealed in its original wrapping and bank straps. Return postage for a change of mind is paid by the purchaser, and the refund timeline starts when we receive and check the returned parcel. Notes remain non-legal tender specimen props and must never be spent; see our compliance page.
5. Custom Aged, Weathered & Branded Orders
Bespoke distressing, hand-weathered bundles and custom branded notes are made to your brief and cannot be restocked for general sale. They are refundable only for defects or damage under Australian Consumer Law. See custom and branded props.
6. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. Read more on the ACCC consumer guarantees page.
Refund Questions
- How long does a refund take?
- Approved refunds are returned to your original payment method within 3 to 8 business days. Bank and PayID refunds sit at the quicker end; cryptocurrency depends on the network.
- Can I cancel an order and get my money back?
- Yes, in full, if the parcel has not been dispatched. Most paid orders leave Melbourne within 24 business hours, so email us as soon as you can.
- What if my prop money arrives damaged?
- Email photos and your order reference within 48 hours of delivery. We send a replacement by Express Post at no cost, or refund the affected items within 3 to 8 business days.
- Do you refund a change of mind?
- Yes, for sealed, unopened stock returned to our Melbourne depot. The return postage is paid by the buyer, and the 3 to 8 business days start once we receive the parcel.
- Are custom or branded notes refundable?
- Custom aged, weathered and branded orders are made to your brief, so they are refundable only for defects or damage under Australian Consumer Law.
Need help? See our shipping policy, the FAQ or contact us. Ready to order again? Shop prop money.