Returns Policy


At Proactive Group Australia, we understand that there may come a time where you need to return a purchase. We want to make the returns process as simple and easy as possible for you.

We undertake to reimburse you for any product delivered to you that is faulty or is in a damaged condition. If you wish to return a faulty or damaged product, you must notify us through our designated “contact us” webpage where we set out our requirements relating to return of such goods.

If we are unable at the time of return to replace or exchange returned goods, we undertake to reimburse your credit card for the amount initially debited for the purchase including packaging and postage charges


Our goods come with guarantees that cannot be excluded under Australian Consumer Law. For major failures, you are entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods.


If you believe you have purchased a faulty product, you must provide proof of purchase to receive a refund, replacement product or repair. Proof of purchase may be your original receipt, credit card statement or any other form of evidence.

Proactive Group Australia may have the faulty product assessed by a third-party certified repair agent to determine the nature and cause of the fault. Proactive Group Australia reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.

Returns must be first authorized by Proactive Group Australia and a Goods Return Number (GRN) obtained. Returns for credit can only be made within 14 days of purchase. To obtain a GRN the date of purchase and the original invoice number must be quoted. Goods are to be returned freight prepaid and are to include a GRN and a copy of the original invoice.

Returns are subject to a 20% restocking fee and will only be accepted if the goods and packaging are received in an unused and original condition. Return of incorrectly supplied goods at the Seller’s expense will be by the carrier of the Seller’s choice. The Seller will not accept freight charges for goods returned by other means.

Products specially purchased, manufactured, machined or cut to size to the Customer’s specifications are not returnable.


You must provide proof of purchase to make a claim and Proactive Group Australia reserves the right to decline an exchange, refund or repair where a fault is caused by misuse or neglect.


Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may be able to provide a quicker assessment of, and remedy for, any issue with your purchased product. You may, therefore, prefer to contact the manufacturer directly although you are not obliged to do this. If at any time you are not satisfied with the manufacturers remedy in relation to your legal rights, you can contact your nearest Proactive Group Australia. Proactive Group Australia may also return the product to the manufacturer to determine the nature of the problem.