REFUND & REPLACEMENT POLICY
Clear, fair refund, return, and damaged shipment replacement policies under Commonwealth standards.
If your order arrives damaged in transit or features printing blemishes not consistent with our quality standards, we offer immediate priority replacement or full refund under Australian Consumer Law.
1. Transit Damage or Manufacturing Defects
While our prop bills are packaged in rigid protective envelopes and sealed acrylic containers, packages can occasionally sustain carrier trauma. If your cinema stacks arrive crushed, water-damaged, or torn, notify our dispatch team within 48 hours of delivery:
- Take clear photographs of the outer postal satchel and damaged inner stacks.
- Email our team at orders@proppsptyltd.com.au with your Order Reference Number.
- We will dispatch a replacement parcel via Express Post within 24 hours at zero additional cost to you.
2. Production Schedule Cancellations
Orders can be cancelled with a 100% full refund prior to postal dispatch. Once a parcel has been collected by Australia Post or courier, cancellations cannot be processed until the unopened parcel is returned to our Melbourne warehouse.
Returned stock must remain sealed in original heat-shrunk wrapping and bank straps. Return postage for voluntary changes of mind is the responsibility of the purchaser.
3. Custom Aged & Weathered Orders
Bespoke distressing services, hand-weathered cartel bundles, and custom laser-engraved director briefcase plates involve custom artisanal hand-crafting and cannot be restocked for general sale once completed.