Refund policy

Refund and Return Policy

Effective Date: November 2025
Applies to: Australia, New Zealand, and the Philippines

At Prosple, we want you to be completely satisfied with your purchase. We take pride in the quality of our products and strive to ensure they reach you in excellent condition. This policy outlines your rights and our procedures for refunds, returns, and exchanges in accordance with applicable consumer laws.

 

 

1. Change of Mind

We do not offer refunds or exchanges for change-of-mind purchases once an order has been processed and shipped. Please review your order carefully before completing your purchase.

 

 

2. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order.

To assist us in resolving the issue quickly, please provide:

  • Your order number

  • A photo of the item and packaging

  • A brief description of the issue

Once verified, we will offer one of the following:

  • A replacement (subject to availability)

  • A refund to your original payment method

 

 

3. Refund Eligibility

Refunds are only issued in the following cases:

  • The item received is damaged or faulty

  • The wrong item was delivered

  • The item is out of stock and cannot be replaced

Refunds will be processed within 5–10 business days once approved. The amount will be returned to the original payment method (via PayPal, Shopify Payments, or your credit/debit card).

 

 

4. Return Process

If a return is required:

  1. Contact our support team through https://support.prosple.com/portal/en/kb/recruiters to request a return authorization.

  2. Securely repackage the item in its original packaging (if possible).

  3. Ship the item to the return address provided by our team.

Note: Depending on the situation, you may be responsible for return shipping costs unless the item is damaged, defective, or incorrect.

 

 

5. Country-Specific Rights

Australia:
 Under the Australian Consumer Law (ACL), customers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

New Zealand:
 Under the Consumer Guarantees Act (CGA), customers are entitled to a remedy if goods are faulty, not as described, or unfit for purpose.

Philippines:
 Under the Consumer Act of the Philippines (R.A. 7394), customers may request repair, replacement, or refund if the product is defective or not as advertised.

 

 

6. Non-Returnable Items

For health, safety, and quality assurance reasons, the following items cannot be returned or refunded:

  • Perishable goods or consumables

  • Personalized or customized items

  • Digital products (once downloaded or accessed)

 

 

7. Contact Us

For refund or return requests, please contact us at:

📧 support@prosple.com
 🌐 shop.prosple.com

Our team will guide you through the process and ensure your concern is resolved promptly.