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Shipping/ Returns Policy

A Shipping Policy comes with a number of benefits for both you and your customers. Some benefits are that people will be more likely to shop with you if you have a clear Shipping Policy in place since there won't be any questions about your shipping timeframes or processes.

Last Updated: 20 October 2025

At ProSense, we strive to provide efficient, reliable, and transparent shipping across Australia.
Please review our policy below for details regarding shipping timeframes, delivery partners, and return procedures.

1. Shipping Locations

ProSense currently ships exclusively within Australia.
We do not offer international shipping at this time.

2. Order Processing

All orders are processed within 1–2 business days (Monday to Friday, excluding public holidays).
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

During busy periods, public holidays, or stock shortages, processing times may vary slightly — we will notify you if delays occur.

3. Shipping Rates

We offer Free Standard Shipping on all orders across Australia.
If available, Express Shipping options will be displayed at checkout with their applicable rates.

All shipping costs (if any) will be clearly shown before you complete your purchase.

4. Estimated Delivery Times

Delivery times vary based on your location and selected shipping method:

  • Standard Shipping: 5–10 business days (metro areas typically faster)

  • Express Shipping: 2–5 business days (available on select products)

Please note that delivery timeframes are estimates only and may be affected by courier delays, weather events, or remote delivery locations.

5. Order Tracking

Once your order has been shipped, you will receive a tracking number by email.
You can use this tracking number to monitor your shipment directly via the courier’s website.

If you have not received tracking details after dispatch, please contact us at sales@prosense.com.au or 1800 652 062.

6. Shipping Carriers

We partner with trusted Australian carriers such as Australia Post, CouriersPlease, TNT, and other reputable logistics providers to ensure safe and reliable delivery.

Carrier selection may vary based on location, delivery type, or product weight.

7. Shipping Delays

While we aim to meet all estimated delivery times, unforeseen delays can occur due to carrier issues, weather conditions, or supply chain disruptions.
If your order is delayed, we will notify you promptly and work with the carrier to resolve any issues.

8. Damaged or Lost Shipments

If your order arrives damaged or does not arrive at all, please contact us within 10 days of the expected delivery date at sales@prosense.com.au or 1800 652 062.

We will liaise with the carrier to investigate and, where applicable, arrange a replacement or refund.
To assist, please provide:

  • Your order number

  • Photos of the damaged packaging or item (if applicable)

9. Incorrect Shipping Information

Please ensure all shipping details are accurate when placing your order.
ProSense is not responsible for delays, losses, or costs arising from incorrect or incomplete addresses provided by the customer.

If you notice an error after placing your order, please contact us immediately at sales@prosense.com.au so we can update it before dispatch.

10. Returns and Refunds

We want you to be satisfied with your purchase. If you change your mind or the product is not suitable for your application, you may return it within 30 days of purchase, provided that:

  • The order value is under $1000 (ex GST)

  • The goods and packaging are in as-new, unused condition

Return Process

Step 1: Contact us at 1800 652 062 or sales@prosense.com.au to request a Return Merchandise Authorisation (RMA) form.
Step 2: Once approved, we’ll arrange delivery back to our store. Please ensure items are securely packaged and include the completed RMA form.
Step 3: Upon receiving and inspecting the goods, we will issue a refund or exchange within 15 days, provided the items are returned in as-new condition.

Important Notes

  • Items showing signs of use, damage, or modification cannot be refunded in full.

  • Customised, special-order, or clearance products may be subject to a restocking fee.

  • Refunds will be issued using the original payment method.

  • Return shipping costs are the responsibility of the customer unless the product is faulty or sent in error.

11. Warranty Claims

All products are covered by the manufacturer’s standard warranty.
For warranty or technical issues, please contact us via sales@prosense.com.au.
We may require photos, serial numbers, or installation details to assess eligibility.

12. Contact Us

For any questions regarding your order, shipping, or returns, please contact our customer support team:

ProSense Pty Ltd
Email: sales@prosense.com.au
Phone: 1800 652 062
Website: www.prosense.com.au
Location: Adelaide, South Australia

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