Our policy

We want you to love your Props product. If something’s wrong, here’s how it works:

Change of Mind

We don’t offer refunds if you simply change your mind or decide you don’t want the product anymore.

Wrong Model Selected

If you accidentally choose the wrong iPhone model, we can exchange it for the right one if we have it in stock.
Here’s how:

1. Email us at support@getyourprops.com within 30 days of receiving your order.
   

2. The product must be unused and in its original packaging.
   

3. You cover the return shipping cost to send it back, plus the shipping cost for the replacement.
   

4. Original shipping costs are non-refundable.

Faulty, Damaged, or Incorrect Products

We follow Australian Consumer Law, which means:

• If your Props product has a major fault, you can choose a refund or replacement.
  

• If it’s a minor issue, we’ll repair or replace it free of charge.
  

• A major fault is when the item is unsafe, significantly different from what we described, or can’t be fixed easily within a reasonable time.
  
  

What to do:

1. Email us at support@getyourprops.com as soon as you notice the problem.
   

2. Include your order number and clear photos/videos of the issue.
   

3. If the fault is covered by law, we’ll arrange a repair, replacement, or refund — and cover return shipping.

4. Your rights apply for a reasonable period based on the product’s nature, even if any warranty has expired.
   

EU Returns (14-Day Right of Withdrawal)

If you're shopping with us from the EU, you have the right to cancel your order and return it within 14 days of delivery, no reason needed.

To use this right, just let us know within 14 days of receiving your order (email us at [your support email]). You'll then have 14 days from that notice to send the item back to us.

Return shipping: you're responsible for the cost of sending the item back, unless it arrived faulty or not as described.

Refunds: once we receive your return, we'll refund the price you paid (including original shipping, if any) within 14 days. We can withhold the refund until we've received the goods back or you've shown proof of postage, whichever's first.

Condition: please return items unused and in their original packaging where possible. If the value's reduced because of handling beyond what's needed to check the item works, we may deduct that from your refund.

A few exceptions: the 14-day right doesn't apply to items that are sealed for hygiene reasons and unsealed after delivery, or made-to-order/personalised items (if we offer these in future).

Faulty or damaged items: if something arrives faulty, doesn't match its description, or develops a problem covered under your legal guarantee, the return shipping cost is on us — just reach out and we'll sort it.

 International Returns

• If the return is due to our error or a product fault, we’ll cover return shipping.
  

• Refund requests must be made within 30 days of purchase.

• For change-of-mind returns or wrong model selections, you’ll need to cover both the return and replacement shipping costs.

What’s Not Covered (to the extent permitted by law)

• Normal wear and tear
  

• Damage from misuse, drops, or accidents
  

• Modifications you’ve made yourself