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Returns & Privacy Policy

RETURNS POLICY AND WARRANTY

DAMAGED OR FAULTY PRODUCTS

At Profile Products (Australia) Pty Ltd (hereinafter referred to as “'we', 'us', 'our' or 'it') all products are sold with a quality guarantee which ensures what you ordered is received by you in good working order and is able to be used in a manner as specified by us. We will replace a product if we determine the product to be Damaged on Arrival.

DAMAGED ON ARRIVAL - “DOA”

A Profile item is considered DOA if when first taken out from its packaging:

  • It shows symptoms of damage
    It is discovered to be broken
    It is defective

The DOA period is 7 days from the date that you received your order. Some products, such as electrical and mechanical goods, also come with a longer warranty that extends beyond this 7 day DOA period, such as the manufacturer’s warranty. Under the ‘quality guarantee’ provisions, we will repair or replace damaged or faulty products. If the product/s cannot be repaired or replaced by the same or another product/s with at least the same specifications, then a credit note or, in the case of a DOA, a full refund will be provided.

It is a condition of each product’s warranty that you securely pack the faulty or damaged product so that it is able to be returned to us via the transport carrier. We highly recommend you retain the packaging your products comes in for the duration of the guarantee period so that, in the unlikely event that you will need to return a product for repair or replacement, you will have adequate packaging available to do so.

If you dispose of the packaging then it will be your responsibility to source alternative adequate packaging to use to return the product. Our insurance policies require photos to enable us to make a claim for damage caused to a package in transit. If you receive a product that is damaged and wish to receive a replacement please email photos of both the damaged product and the packaging, together with your claim so we may process it promptly.

A Profile Customer Care Representative will provisionally determine whether the product is DOA. Where Profile has provisionally determined that a Product is DOA, return shipping will be arranged at the expense of Profile. If the product is deemed by one of our Customer Care Representative’s NOT to be DOA, and is not covered by our quality guarantee, we may refuse to replace the product or give you a refund for the product.

When a product is replaced, your replacement product becomes your property and the returned DOA product becomes our property. Replacement products are provided with the same quality guarantee as the returned product. When a refund is given, the returned DOA product becomes our property.

PROCEDURE FOR REFUND AND/OR RETURNS

To make a claim:

Please send an email to customercare@profileproducts.com.au and include in your email:

  • Invoice Number
  • Date of purchase
  • Product purchased
  • Detailed description of the problem

Our customer care team will provide a Return Authorisation (RA) number if we require the goods to be returned to us..
Customer care may then ask that you return the product to us, so that we can get our or our suppliers Production/Technical teams to assess the fault.

The method of return freight will in most cases be, the via the same carrier that made the initial delivery, however we reserve the right to nominate an alternate carrier where we determine this to be appropriate.

If returning the product please ensure you clearly label the box with our address details, which can be found at the ‘contact us’ section of this website.

To ensure a faster processing of your return, please include the following information on the inside of your return package:

  • The original invoice number.
  • The Return Authorisation (RA) number you were given.
  • Your Full Name.
  • Detailed description of the problem.

If we do not require the goods to be returned to us, we will ask you to destroy or dispose of the goods at your cost, and we will arrange a replacement good for you at our expense.

EXCLUSIONS

Replacements or refunds do not apply if the product has not been installed, operated and/or maintained in accordance with any instructions provided with the product or as noted on the product listing.

If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, Profile expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product.

To the extent permitted by law, our guarantee will only apply to products used for personal/private use. Using products purchased from us for commercial purposes will result in the guarantee being voided. 

 

PRIVACY POLICY

By using the website, you consent to the collection and use by us of any personal and other information you provide whilst using the website in accordance our Privacy Policy (Privacy Policy). If you do not agree to the Privacy Policy, please do not use the website.

WHAT SORT OF INFORMATION DO WE COLLECT?

We collect personal information in accordance with the relevant privacy laws in Australia. Personal information is collected about you only when you participate in contests, competitions or registration or when you visit certain parts of a website where you are invited to provide content, submissions and suggestions or participate in interactive online activities (i.e. community postings, voting, chat or bulletin boards). Personal information can include your name, e-mail address, credit card details, demographic information about you (such as your postcode and age) and any other information of a personal nature which you provide. Please keep in mind that whenever you give out personal information via bulletin boards on the website that information can be viewed, collected and used by other people visiting the website. While we strive to protect our user's personal information and privacy, we cannot guarantee the security of any information you disclose online and you do so at your own risk.

We also collect non-personal information such as your IP address and uses 'cookies' on the website. The information it obtains from collecting IP addresses and using 'cookies' is not personal information about you. For more information, please read the section on IP addresses and cookies below.

So that we can continue to offer you great offers and promotional information, we give you the opportunity to say yes to being contacted by us by e-mail or SMS. This is totally your choice and you can opt out of future contact whenever you want.

HOW DO WE USE AND DISCLOSE PERSONAL INFORMATION?

We use personal information to process e-commerce transactions or to contact you about products or services or send you information that may be of interest to you.

Unless otherwise disclosed during collection, we will not provide any personal information, to any third party for any purpose whatsoever. Please note, if you provide your credit card information to us in order to conduct an e-commerce transaction on the website, we will provide your information to participating merchants in order to process that transaction. We are not responsible for how that information may be used by participating merchants.

We will not transfer personal information about you to an organisation outside Australia without your consent. If at any stage we are required by law or legal process to release personal information about you, we must cooperate fully.

HOW DO WE KEEP YOUR PERSONAL INFORMATION SECURE?

We cannot guarantee, in every circumstance, the security of the personal information you provide on the website. All incoming encrypted information is routed through our firewall, which serves as a gatekeeper for our system. Only data containing the correct authorisation is permitted past the firewall. Attempts to pass the firewall are constantly monitored for suspicious activity.

HOW DO YOU CHANGE/CORRECT YOUR PERSONAL INFORMATION?

If your personal information changes, or if you no longer desire to utilise our products/services, you can request that your website account is deactivated by:

HOW DO WE USE IP ADDRESSES AND 'COOKIES'?

We collect IP addresses for the purposes of system administration and usage analysis of the website and to report aggregated information to its advertisers. We use 'cookies' to track how and when guests use its website. 'Cookies' are used to see which areas are popular and which are not. Many improvements and updates are made to the website based on data collected by 'cookies' such as total number of visitors and pages viewed. This information is most easily tracked with cookies. If you accept the first tracking cookie from the website, you won't be offered as many afterwards. If you'd prefer, you can set your web browser to refuse cookies or to alert you when cookies are being sent. However, it is possible that some parts of the website, such as shopping will not function properly if you do so.

We do not use cookies to:

  • retrieve information from your computer that was not originally sent in a cookie.
  • identify specific individuals, except in such cases as online shopping.
  • Except as described above, we do not use the information transferred through cookies for any promotional or marketing purposes, nor is that information shared with any third parties.

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