Return and Refund Policy

This Return and Refund Policy applies to eligible physical products purchased directly from Pro Pest Exterminators through its website or another confirmed sales channel.

1. Return Period

Customers may request a return within 10 days of delivery when there is a genuine issue with the product.

The return request must be submitted within this 10-day period.

2. Eligible Reasons for Return

A return may be approved when the product:

  • arrives damaged
  • is defective
  • is materially different from the product ordered
  • is the wrong item because of an order fulfilment error
  • has another genuine product-related issue verified by Pro Pest Exterminators

3. Change-of-Mind Returns

Pro Pest Exterminators does not accept returns solely because the customer changes their mind, no longer wants the product, or ordered the wrong item themselves.

This restriction does not apply where the product is damaged, defective, incorrectly supplied, or materially different from the item ordered.

4. Product Condition

Returned products must be kept in a condition that allows the reported issue to be reviewed.

Where reasonably applicable, the return should include:

  • original packaging
  • supplied accessories
  • included components
  • product documentation

Products damaged through misuse, improper storage, intentional damage, unauthorized modification, or use contrary to the product instructions may not qualify for a refund.

5. How to Request a Return

To request a return, customers must contact Pro Pest Exterminators within 10 days of delivery.

The return request should include:

  • customer name
  • order number or order details
  • product name
  • reason for return
  • photographs or video evidence where relevant
  • any other information reasonably required to review the issue

Pro Pest Exterminators will review the request and provide return instructions where the return is approved for further assessment.

6. Return Method

Approved products must be returned using the method communicated by Pro Pest Exterminators.

Customers should not send products back without receiving return instructions first.

The return address or collection method will be provided after the return request is reviewed.

7. Return Shipping Cost

Where the return is approved because the product was:

  • damaged on delivery
  • defective
  • incorrectly supplied
  • materially different from the confirmed order

Pro Pest Exterminators will cover the reasonable return delivery cost when the return method has been arranged or approved by the company.

Shipping or handling charges incurred without prior approval are not automatically reimbursed.

8. Product Inspection

Returned products may be inspected before a refund is approved.

The inspection may confirm:

  • the reported product issue
  • product condition
  • order accuracy
  • whether the product was used contrary to its instructions
  • whether the issue falls within the return conditions stated in this policy

A return request does not automatically guarantee a refund.

9. Refund Approval

Once a return is approved and the product issue has been confirmed, the eligible refund amount will be processed.

The refund will generally cover the amount paid for the eligible returned product.

Any original delivery charge or other order cost will be included only where applicable to the reason for the return.

10. Refund Processing Time

Approved refunds are processed within 15 business days after the returned product has been reviewed and the refund has been approved.

The time required for the refunded amount to appear in the customer’s account may also depend on the bank, payment provider, or payment method used for the original order.

11. Refund Method

Refunds are issued through the original payment method where reasonably possible.

Where the original payment method cannot be used for a refund, Pro Pest Exterminators may arrange another refund method with the customer.

12. Non-Returnable Situations

A product may not qualify for return or refund where:

  • the 10-day return period has expired
  • no genuine product issue exists
  • the customer changed their mind
  • the customer ordered the wrong product
  • the product was damaged through misuse or improper storage
  • the product was used contrary to the manufacturer or label instructions
  • the reported condition resulted from unauthorized modification or handling

This does not limit any consumer rights that cannot legally be excluded under applicable law.

13. Service Bookings

This Return and Refund Policy applies to physical products and does not automatically apply to completed on-site work.

Concerns relating to pest-related work, cleaning work, waterproofing work, or another booked service are reviewed according to:

  • the agreed quotation
  • completed service scope
  • any written warranty
  • applicable follow-up terms

14. Damaged or Incorrect Deliveries

Customers should contact Pro Pest Exterminators as soon as possible after receiving a damaged, defective, or incorrect product.

Providing photographs of the product, packaging, and delivery condition may help the issue be reviewed more quickly.

15. Contact for Returns and Refunds

Return and refund requests must be submitted through the official contact details published on the Pro Pest Exterminators website.

Customers should retain their order confirmation and relevant product information until the return or refund process is completed.

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