Shipping/ Returns Policy

Last Updated: 20 October 2025

At ProSense Instruments (ProSense Pty Ltd), we aim to provide clear, reliable, and transparent shipping and returns processes for customers across Australia.

This policy explains how orders are processed, shipped, delivered, returned, and refunded, including important disclaimers regarding delivery timeframes, carrier delays, and product suitability.

By placing an order with ProSense Instruments, you acknowledge and agree to the terms and disclaimers outlined in this policy.

1. Shipping Locations

ProSense Instruments currently ships within Australia only.

Disclaimer:
We do not offer international shipping at this time. Any freight forwarding or third-party export arrangements are the sole responsibility of the customer.

2. Order Processing

Orders are typically processed within 1–2 business days (Monday to Friday, excluding public holidays).

Once dispatched, you will receive a shipping confirmation email with tracking details.

Processing Disclaimer:
Processing times are estimates only and may vary due to:

• High order volumes

• Public holidays

• Supplier or stock delays

• Quality checks or order verification

We will notify you if a material delay occurs.

3. Shipping Rates

• Free Standard Shipping is offered on eligible orders within Australia

• Where available, Express Shipping options will be shown at checkout

All applicable shipping costs are displayed before purchase completion.

Disclaimer:
Free shipping applies to standard delivery only and may exclude oversized, heavy, or special-handling items.

4. Estimated Delivery Timeframes

Estimated delivery times (from dispatch):

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

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

Delivery Disclaimer:
All delivery timeframes are estimates only and are not guaranteed. Delays may occur due to:

• Courier network congestion

• Weather events

• Remote or regional delivery locations

• National freight disruptions

ProSense Instruments is not liable for courier delays once an order has been dispatched.

5. Order Tracking

Tracking details are sent via email once your order is dispatched.

If you do not receive tracking information within a reasonable time after dispatch, please contact us:

📧 sales@prosense.com.au
📞 1800 652 062

6. Shipping Carriers

We use reputable Australian carriers, which may include:

• Australia Post

• CouriersPlease

• TNT

• Other approved logistics providers

Carrier selection is based on delivery location, product size, weight, and service availability.

Disclaimer:
Carrier choice is at our discretion and cannot be guaranteed or selected by the customer unless expressly offered at checkout.

7. Shipping Delays

While we make reasonable efforts to meet estimated delivery times, delays may occur outside our control.

Delay Disclaimer:
ProSense Instruments is not responsible for delays caused by:

• Courier service interruptions

• Weather events

• Industrial action

• Supply chain disruptions

• Incorrect delivery details supplied by the customer

8. Damaged or Lost Shipments

If your order arrives damaged or does not arrive, you must notify us within 10 days of the expected delivery date.

To assist with investigation, we may require:

• Order number

• Photos of damaged items and packaging

• Courier tracking details

Where applicable, we will liaise with the carrier to arrange a replacement or refund.

Disclaimer:
Claims submitted outside the stated timeframe or without supporting evidence may not be accepted.

9. Incorrect Shipping Information

Customers are responsible for providing accurate and complete delivery details at checkout.

Disclaimer:
ProSense Instruments is not responsible for:

• Delivery delays

• Lost parcels

• Additional shipping costs

resulting from incorrect or incomplete address information supplied by the customer.

If you notice an error after ordering, contact us immediately so changes can be attempted prior to dispatch.

10. Returns & Refunds

We aim to ensure customer satisfaction; however, returns are subject to the conditions below.

Eligibility for Change-of-Mind Returns

Returns may be accepted within 30 days of purchase provided that:

• The order value is under $1,000 (ex GST)

• Products are unused, uninstalled, and in as-new condition

• Original packaging is intact

Disclaimer:
Products that have been installed, wired, configured, calibrated, or used are not eligible for change-of-mind returns.

Return Process

Step 1: Contact us at sales@prosense.com.au or 1800 652 062 to request a Return Merchandise Authorisation (RMA).
Step 2: Once approved, return items securely packaged with the completed RMA form.
Step 3: Upon inspection, a refund or exchange will be processed within 15 business days, subject to condition assessment.

Important Return Notes

• Items showing signs of use, damage, or modification may receive partial or no refund

• Customised, special-order, or clearance products may be non-returnable or subject to restocking fees

• Refunds are issued using the original payment method

• Return freight costs are the customer’s responsibility unless the item is faulty or supplied incorrectly

11. Warranty Claims

All products are covered by the manufacturer’s standard warranty, unless otherwise stated.

For warranty claims, we may request:

• Proof of purchase

• Photos or videos

• Serial numbers

• Installation or usage details

Disclaimer:
Warranty does not cover damage caused by incorrect installation, misuse, environmental exposure, modification, or operation outside rated specifications.

12. Contact Us

For shipping, returns, or warranty enquiries:

ProSense Instruments (ProSense Pty Ltd)
📧 Email: sales@prosense.com.au
📞 Phone: 1800 652 062
🌐 Website: www.prosenseinstruments.com.au
📍 Location: Adelaide, South Australia