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: 1st march 2026

1. Agreement to Terms

By placing an order with ProSense Instruments (ProSense Pty Ltd), you accept and agree to be legally bound by these terms. If you do not agree, do not place an order.

2. Shipping Locations

We ship exclusively within Australia. Any international shipping arranged by third parties is solely at the customer’s risk and expense. ProSense Instruments disclaims all responsibility for such shipments.

3. Order Processing

Orders are processed within 1–2 business days, excluding weekends and public holidays. Processing times are estimates and subject to change without notice. Delays do not entitle the customer to cancel or refund.

4. Shipping Carriers and Methods

ProSense Instruments selects shipping carriers and methods at its sole discretion. Customers cannot specify or choose carriers unless explicitly stated at checkout. ProSense Instruments is not liable for carrier performance or delays.

5. Estimated Delivery Times

Delivery times are estimates only and not binding. ProSense Instruments is not liable for any delay, loss, or damage caused by carriers, weather, industrial disputes, or other events beyond our control.

6. Risk of Loss and Title Transfer

Risk in the goods passes to the customer immediately upon delivery confirmation by the carrier, including but not limited to:

Carrier tracking status indicating delivery,
Delivery scanned or photographed at the customer’s provided address, or
Carrier obtaining a recipient signature or safe drop confirmation.

Title transfers to the customer only once full payment is received.

7. Authority to Leave (Safe Drop)

If the shipment is delivered without a signature (e.g., safe drop or Authority to Leave), the customer fully assumes all risk for loss, theft, or damage occurring after delivery confirmation. The customer acknowledges and accepts this risk by placing an order.

8. Tracking and Delivery Confirmation

Tracking information is provided when available but is not guaranteed. ProSense Instruments is not responsible for tracking inaccuracies, unavailability, or carrier failures to update.

9. Incorrect Delivery Details

Customers must provide accurate and complete delivery information at checkout. ProSense Instruments will not be held responsible for delivery failures, delays, or additional costs caused by incorrect or incomplete details. Any changes requested after dispatch are subject to additional fees and may not be possible.

10. Lost or Missing Parcels

Customers must report missing or damaged shipments within 10 days of the expected delivery date. ProSense Instruments may assist with carrier claims but is not liable for loss or theft after delivery confirmation as defined in clause 6.

11. Returns and Refunds

Change of Mind Returns:
Accepted only for unopened, unused products in original condition and packaging, for orders under $1,000 (ex GST), within 30 days of purchase. ProSense Instruments reserves sole discretion to refuse returns that do not meet these conditions.

Return Authorization:
All returns require a Return Merchandise Authorization (RMA). Unauthorized returns will be refused. Return shipping costs are the customer’s responsibility except where ProSense Instruments supplied an incorrect or faulty product.

Refunds are processed after inspection and approval and will be made via the original payment method.

12. Warranty

Products carry the manufacturer’s standard warranty only. Warranty claims must be supported by proof of purchase and relevant documentation. Warranty excludes damage due to misuse, improper installation, accident, or external causes.

13. Payment Disputes and Chargebacks

Any payment disputes or chargebacks initiated by the customer will be contested vigorously by ProSense Instruments. Proof of delivery to the customer’s provided address, including photographic evidence, tracking, and carrier records, will be submitted to the payment provider.

The customer remains liable for payment regardless of any chargeback outcome. Failure to settle outstanding payments may result in debt recovery action.

14. Limitation of Liability

Except as required by law, ProSense Instruments excludes liability for indirect, incidental, or consequential damages arising from use, inability to use, or delivery of products. Our maximum liability is limited to the purchase price of the goods.

15. Governing Law and Jurisdiction

These terms are governed by the laws of South Australia. Any disputes will be resolved exclusively in the courts of South Australia.

16. Contact

For all shipping, returns, warranty, or payment dispute inquiries, contact:

ProSense Instruments (ProSense Pty Ltd)
📧 sales@prosense.com.au
📞 1800 652 062
📍 Adelaide, South Australia