Shipping Policy | VIDEOPRO
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Shipping Policy

General Information

Videopro offer the following assurances with every online order:

  • Lost-in-transit cover, including the FREE resupply of lost-in-transit items
  • Damage-in-transit cover, including the FREE return of the damaged item and FREE replacement
  • 7-day faulty item swap-overs, including FREE returns shipping
  • Full online tracking
  • Personalised service
  • Full manufacturer’s warranty

Shipping Areas

Videopro deliver to most areas within mainland Australia. If your postcode or address does not provide shipping estimates, please contact our Customer Service Team to discuss delivery options.

Overseas Shipping

Videopro do not offer international shipping unless by prior arrangement. If you are overseas and wish to purchase goods, please contact our Customer Service Team to discuss options.

Parcel Lockers

Videopro does not deliver to parcel lockers due to their lack of security. You will be asked to supply an alternative address from one of our customer service team members should you supply a parcel locker location when placing your order.

Delivery Method

Goods will be shipped to you according to the delivery method selected at the checkout. In some circumstances this may change if the selected delivery method is not available at the time of despatch.

Australia Post eParcel and Fedex offer a door-to-door, street-level delivery service only. They are unable to deliver products above the ground floor or enter a customers' residence. They are also unable to provide an installation or removal service.

Videopro Driver - Our personalised Videopro Driver Service offers a door-to-door, street-level delivery service. If you require an over and above service, please contact us to discuss. Where possible we will endeavour to accommodate your needs, at an agreed surcharge. Please note that at all times Videopro must comply with current workplace health and safety standards. 

Delivery times for Videopro Driver bookings will vary depending on the address locale and the present demand. Our customer support team will contact you once your goods are ready for despatch, inform you of the scheduled delivery days for your locale and then determine your preferred date based on this information. Our logistics team will contact you closer to the delivery day to confirm a more accurate delivery time window (typically AM or PM). 

Delivery Confirmation

Due to the nature of the products we provide, Videopro adheres to a strict policy in relation to proof of delivery, in that all freight carriers and courier services must obtain a signature at the point of delivery. If you, as the customer, request any change to this policy directly with the carrier (ie: request to leave in a safe place), then Videopro bears no responsibility in the unfortunate situation that the goods go missing.

Stock Availability

Stock availability is outlined on the website by graphical and/or text representation. Videopro sources inventory information from our warehouses and our stores, as well as from our supplier’s. The stock availability published on our website is accurate based on the last known inventory levels from these locations.

An explanation of the stock availability published on the website is as follows:

In Stock/In Stock with Supplier - Stock is available in our warehouse, our stores or in stock at our supplier’s warehouse (direct to customer shipping arrangement in place).

In Stock - Ships Direct from Supplier - Stock is despatched direct from supplier within 2-4 business days from order.

Hurry Limited Stock - 5 or less available.

Usually ships 5-7 days - Stock is in transit to Videopro from our suppliers or is in stock at our supplier’s warehouse (supplier doesn't offer direct to customer shipping).

Order Now - Stock arriving soon - Stock is in transit to Videopro or in stock at our supplier’s warehouse.

Pre Order Now - Stock will be shipped once product is officially released.

Out of Stock - Available to order with supplier - Stock is not due for at least 7 days. Please contact our customer support team for estimates on supply.

If for any reason we cannot supply any product/s you have ordered within the published timeframe, we will contact you via phone or email and either place your product/s on backorder if you wish to wait, or alternatively provide you with a refund. If you choose to place your product/s on backorder we will provide you with personalised weekly updates and will notify you once your order has been shipped. If one or more items are in stock and you are waiting for other items, you can choose to have your order part shipped. In these circumstances one of our customer support personnel will keep you updated on the remaining items.

Bulky and Oversized Items

Bulky and Oversized Items such as large TVs and Speaker Packs delivered to residential addresses may incur a surcharge. To eliminate these surcharges, please consider shipping to a business address.

General freight carriers may require assistance to help unload bulky and oversized goods to comply with their relevant Workplace Health & Safety policies.

For more information send us an EMAIL or jump onto our Live Chat service and speak to one of our support staff.

Remote Locations

Videopro is currently unable to accurately quote shipping online to any international location or for the following Australian External Territories: Thursday Island, Norfolk Island, Christmas Island, The Cocos Islands and Australian Antarctic Territories. Should you reside in these areas and wish to order something online, our sales staff will gather a shipping quote and you will be contacted prior to despatch. No order will be sent out without your prior approval for the freight costs incurred.

1. Definitions

  1. "Carrier" means any person or business contracted to carry Goods from us to you, whether all or part of the distance.
  2. "Consumer" means any person or enterprise who is taken to have acquired goods or services from Videopro.
  3. "Our Website" means the entire computing hardware and software installation that is or supports Our Website.
  4. "Goods" means any of the Goods we offer for sale on Our Website.
  5. "Content" means any material in any form published on our website by us or any third party with our consent.
  6. "Material" means Content of any sort posted by you on Our Website.

2. Our contract with you

These terms and conditions apply:

  1. So far as the context allows, you, as a visitor to Our Website; and
  2. In any event to you as a buyer or prospective buyer of our Goods.
  3. We shall accept your order by email confirmation. That is when our contract is made. Our message will also confirm details of your purchase and tell you when we shall despatch your order.
  4. We may change these terms from time to time. The terms that apply to you are posted here on Our Website when you order Goods.
  5. Unfortunately, we cannot guarantee that the Goods advertised on Our Website are available.
  6. We will offer you alternatives if we do not have all the Goods you order in stock. If this happens, you may 1) accept the alternatives we offer or 2) cancel all or part of your order.
  7. If in future, you buy Goods from us under any arrangement which does not involve your payment via Our Website, these terms still apply.
  8. Suppose we owe you money on account of your cancellation. In that case, we will credit your credit or debit card as soon as reasonably practicable, but in any event, no later than [30] days from the date of cancellation of your order.

3. Your account with us

  1. You agree that you have provided and will continue to provide accurate, up-to-date, and complete information about yourself. We need this information to provide you with the Goods.
  2. If you use the website, you are responsible for maintaining the confidentiality of your account and password and preventing any unauthorised person from using your computer.
  3. You agree to accept responsibility for all activities under your account or password. You should tell us immediately if you believe someone has accessed your account without your authority and log in to your account and change your password.
  4. We reserve the right to refuse you access to Our Website.

4. Price and Payment

  1. We are an Australian retailer/reseller and deal in AUD. All price listings are in Australian Dollars.
  2. We endeavour to keep our website and catalogue prices updated and accurate, but the price may have increased from that published. If that happens, we will not send your order until you have confirmed that you wish to order at the new price.
  3. We will bear banking charges by the receiving bank on payments to us. All other charges relating to payment in a currency other than Australian Dollars will be paid by you.
  4. Any information about exchange rates is approximate only and may vary from time to time.
  5. Prices include Australian goods and service tax. If you show by your delivery address that you reside outside of Australia, we will refund you the amount charged as GST.

5. Payment Terms

These apply to goods supplied and services rendered by The Videopro Group* of companies and/or any other trading name** from time to time.

  1. Payment shall be on a C.O.D. basis unless the supplier has agreed to give credit to the customer.
  2. The supplier is not obliged to give credit to the customer and if credit is given then the supplier may at any time without assigning any reason discontinue the customer’s credit or refuse to extend further credit.
  3. If credit is given then payment will be made on or before the last day of the month following in which the goods were supplied or the services were rendered irrespective of the date of any invoice or statement.
  4. If monies are not paid by the due date then without prejudice to any other rights of the supplier the purchaser shall pay interest at the rate of two percent (2%) per calendar month calculated from the due date until the date of actual payment.
  5. Any written order for goods or services accepted by the supplier may only be varied or cancelled in writing and with the consent of the supplier reserves the right to charge the customer for any expenses it has incurred and a re-stocking fee of 20%.
  6. The supplier reserves the right not to accept the return of any goods (unless they are faulty or not in accor dance with the customer’s order) and if the supplier does accept any return then it reserves the right to charge a re-stocking fee of 20%.
  7. The customer is responsible for ensuring that the goods ordered are suitable for the customer’s purpose and can be interfaced with the customer’s existing equipment (if any) and the supplier shall not be responsible for any costs of connection or interfacing unless this is specifically provided for in the order and the customer’s existing equipment is accurately detailed.
  8. Any of the customer’s goods held by the supplier for inspection, custody, storage, repair or any other reason may be subject to the provisions of the Disposal of Uncollected Goods Act of 1967 if not collected and paid for within six months of their being ready for delivery.
  9. Ownership of the goods will remain with the supplier until payment has been received or until the customer sells the goods by way of bona fide sale all full market value and the customer shall; a. Keep the goods in good order and condition and fully insured against loss or damage by fire, theft, accident or other such risks. b. Permit the supplier at any time to enter upon any premises owned or occupied by the customer for the purposes of re-taking possession of the goods and for that purpose to break any door, lock or window.
  10. The customer acknowledges that unless expressly agreed to the contrary the supplier is a supplier of goods only and not a contractor or sub-contractor.
  11. Unless specified by the purchaser deliveries will be made by a carrier nominated by the supplier provided however the supplier shall not be liable for any delay, negligence or other act or omission of the carrier.
  12. Terms – C.O.D.

*The Videopro Group consists of the following companies: Audio Visual Technology Pty Ltd and Videopro Pty Ltd.

**The Videopro Group uses the following trading Names: Audio Visual Technology, Videopro, Videopro Business Centre, Videopro Pty Ltd and Revolution Technologies.

6. Gift Cards

  1. Please treat Videopro Gift Cards as cash; they cannot be replaced if lost or stolen.
  2. Videopro Gift Cards cannot be exchanged for cash.
  3. Videopro Gift Cards cannot be used to buy another gift card.
  4. The funds available will be verified on request or at the time of purchase at any Videopro register.
  5. No change is given, and any balance on the Videopro Gift Card can only be used in whole or part against future purchases in Videopro stores.
  6. Videopro Gift Cards expire 36 months after issue.
  7. It is the cardholder's responsibility to use the card's total value before the expiry date.
  8. Any balance that remains on the Videopro Gift Card after expiry will not be available for use.
  9. Videopro Gift Cards can be credited with a minimum of $25 and a maximum of $1,000.

7. Delivery

  1. Where items are 'in stock', orders are despatched from our Brisbane warehouse within 24 hours of receipt of your order (excluding weekends); however, a delay may occur when we need to source brand new products from our retail stores. When an item is 'available to purchase' and not in stock, the item is ordered within 24 hours of receipt of your order, and delivery of the item can vary depending on manufacturer availability. We will maintain regular contact with you to confirm availability and the expected delivery schedule.
  2. Deliveries will be made by post / a carrier instructed by us to the address stipulated in your order. You must ensure that someone is present to accept delivery. 
  3. While drivers will make all reasonable attempts to lift freight, there may be varying circumstances from driver to driver, and some may not be able to legally carry a heavy box unassisted. Deliveries over 40kg may require receiver assistance to move freight with the aid of the delivery driver. If you cannot assist, when needed, where possible and expressly advised before despatch, we can attempt to negotiate an additional driver with the freight company; however, this is not guaranteed and may come at further expense to the customer.
  4. We may deliver the Goods in instalments if they are not all available at the same time for delivery.
  5. Goods are sent by post or a general freight carrier. We will send you an email to tell you when we have dispatched your order.

8. Cancellation of an order

  1. You may cancel your order any time before we have despatched your goods or up to 7 business days from the date you receive your order.
  2. If you cancel your order before despatch, we will refund you the total price of the order, including shipping costs, within two business days of cancellation. Refunds will be processed using the same payment method as your original order unless otherwise agreed.
  3. If you cancel after we have despatched the goods, the refund amount will be for the price of the goods only.
  4. If you cancel your order after we have despatched the goods, you must return them to us within seven days of receipt.
  5. Goods must be returned in original condition.
  6. You are responsible for the cost of returning the goods.
  7.  Refunds for returned goods will be processed within two business days of receipt back into Videopro.
  8.  Please note that these terms and conditions do not affect your rights if the goods are faulty.

9. Warranty Protocol

  1. The standard warranty protocol for any product purchased from Videopro is as follows:
  2. The faulty item may be required to be assessed by an authorised repair agent to determine the nature of the product fault.
  3. Videopro reserves the right to test and confirm the reported fault before issuing a refund or replacement.
  4. An authorised repair agent will determine the extent of the fault.
  5. Please contact us for assistance with any warranty claim if a fault occurs outside the manufacturer warranty period.
  6. If you have any questions about the coverage of your item, or if you experience a fault, please call Videopro on 1300 VIDEOPRO (1300 843 367); alternatively, you may contact the Vendor directly.

10. Total Care Package

  1. All goods sold by Videopro come with guarantees under Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality, and the failure does not amount to a major failure.
  2. This Automatic Consumer Guarantee has no time limit. Depending on the price and nature of your item, the Automatic Consumer Guarantee may be applicable after the original Manufacturer's Warranty has expired.
  3. In consideration of the payment of the Total Care Package fee, the Vendor agrees, subject to the terms & conditions contained herein, to extend the manufacturer's warranty for a period as stated in this document.
  4. This Total Care Package shall:

(a) expire at the end of the term as stated in the description of the warranty code/s as detailed in this document.

(b) have its term begin from the date of this document.

(c) maintain your rights under the ACL, which exist independently of the Videopro Total Care Package, and you are not required to pay for them. The Videopro 5-Year Total Care Package provides additional benefits to Your ACL rights; however, some benefits may overlap with your ACL rights. Sometimes, the Videopro Total Care Package may not exceed your rights under the ACL.

(d) For full Terms and Conditions, please download the Total Care Package Booklet.

10.1 Claims procedure

  1. In the event of a claim, the purchaser must, within fourteen days of the fault arising, contact Videopro on 1300 VIDEOPRO (1300 843 367) advising us of the fault.
  2. The purchaser must quote the warranty number when notifying the Service Centre of the claim.

NOTE: No requests will be conceived unless the above procedure is adhered to.

10.2 Exclusions - This Total Care Package does not cover:

  1. Any part or circumstance not covered by the original manufacturer's warranty.
  2. Any loss or damage caused by the accident, misuse, neglect, operator error, or fair wear & tear.
  3. Any consumable part, including but not limited to batteries, elements, lamps and belts.
  4. Residual Image: If misused, your Plasma/LCD or Rear Projection CTV may suffer from 'Residual Image'. Residual Image may result after an image remains on-screen permanently or for an extended period. To reduce the chance of Residual Image, do not display a still or bright image for an extended period on any visual display device. Examples of how Residual Images may occur:

(a) a program is displaying a bright channel logo for an extended period.

(b) still, images constantly display video images which do not fill the entire screen (i.e., an image displayed in aspect ratios more minor than the full-screen size - 4:3, 2:35: 1 etc.).

5. Any peripheral supplied with a gaming console (including controllers)

11. Your email address

  1. An external company may contact you via email requesting feedback on the product you have purchased. You are under no obligation to respond and will only ever be reached once per order.
  2. You represent that any username or email address selected by you, when used alone or combined with a second or third-level domain name, does not interfere with the rights of any third party and has not been selected for any unlawful purpose.
  3. You acknowledge and agree that if we believe such selection does interfere with the rights of any third party or is being selected for any unlawful purpose, we may immediately suspend the use of such name or email address. You will indemnify us for any claim or demand arising from your selection.
  4. You acknowledge and agree that we shall not be liable to you if we are ordered or required by a court or judicial authority to desist from using or permitting a particular domain name as part of a name or email address.

12. Your Material

  1. If you post any Material on Our Website, you warrant that you own the copyright in it and accept all risk and responsibility for it. You grant us the right to edit, copy, publish, distribute, translate, and otherwise use it in any medium and for any purpose.
  2. You agree that if you post any Material on Our Website, in doing so, you grant to us a non-exclusive, irrevocable, royalty-free right in perpetuity to use that material in any way whatever, throughout the World in any medium. You agree to waive your right to be identified as the author and your right to object to derogatory treatment of your material.
  3. You agree to perform all further acts necessary to perfect any of the above rights granted by you to us, including the execution of deeds and documents, at our request.
  4. You represent and warrant that: 

a) you own the rights to all the material you post, and;

b) any fact stated in your material is accurate.

13. Foreign taxes, duties and import restrictions

  1. If you are not in Australia, we do not know and have no responsibility for the laws in your country.
  2. You are responsible for purchasing Goods which you are lawfully able to import and for the payment of import duties and taxes of any kind levied in your country.

13. Content and Intellectual Property Rights

  1. We will defend the intellectual property rights in connection with our Goods and Our Website, including copyright in the Content whether provided by us or by any other content provider (including copyright in the text, graphics, logos, icons, images, audio clips, digital downloads, data, and software).
  2. We also claim copyright in the designs and compilation of all Content on Our Website. Title, ownership rights, and shall remain the sole property of the other content provider and us. We will vigorously protect those rights in all countries.
  3. Except as set out below, you may not copy, modify, publish, transmit, transfer or sell, reproduce, create derivative works from, distribute, perform, display, or in any way exploit any of the Content, in whole or in part.
  4. You may not use our name or logos or trade marks or any other Content on any website of yours or that of any other person.
  5. Subject to the other terms, you may download or copy Content only for your personal use, provided that you maintain all copyright and other notices. You may not store electronically any significant portion of any Content.

14. System Security

  1. We will do our best to maintain Our Website so that you have constant use, but there will be times when your service may be interrupted.
  2. You agree that you will not and will not allow any other person to violate or attempt to violate any aspect of the security of Our Website.
  3. You may not use any software tool to extract data from our website.
  4. You understand that any such violation is unlawful in many jurisdictions and that any contravention of law may result in criminal prosecution.

15. Acceptable use Policy

  1. As a condition of your use of Our Website, you agree to comply with these provisions:
  2. You will not use or allow anyone else to use the Web Site to post or otherwise publish

(a) copyright works;

(b) commercial audio, video or music files;

(c) any Material which violates the law of any established jurisdiction;

(d) unlicensed software;

(e) the software which assists in or promotes: emulators, phishing, hacking, password cracking, IP spoofing;

(f) links to any of the material specified in this paragraph;

(g) pornographic material;

(h) any material promotes discrimination or hatred toward any person based on gender, race or colour.

3. You will not use the Services for spamming. Spamming includes, but is not limited to:

(a) The bulk sending of unsolicited messages, or the sending of unsolicited emails which provoke complaints from recipients;

(b) The sending of junk mail;

(c) The use of distribution lists that include people who have not given specific permission to be included in such distribution process;

(d) Excessive and repeated posting of off-topic messages to newsgroups;

(e) Excessive and repeated cross-posting;

(f) Email harassment of another Internet user, including but not limited to transmitting any threatening, libellous or obscene material, or material of any nature which could be deemed to be offensive;

(g) The emailing of age-inappropriate communications or Content to anyone under 18.

16. Indemnity

  1. You agree to indemnify us against any claim or demand, including reasonable legal fees, made by any third party due to or arising in any way out of your use of Our Website, you're posting any Material, or the infringement by you, or by any other person using your computer, of any intellectual property or other rights of any person.

17. Disclaimers

  1. Our Content suppliers, or we may make improvements or changes to Our Website, the Content, or any of the Goods, at any time and without advance notice.
  2. You are advised that Content may include technical inaccuracies or typographical errors. This is inevitable in any large website. We would be grateful if you bring to our immediate attention any that you find.
  3. We give no warranty and make no representation, express or implied, as to:

(a) the adequacy or appropriateness of the Goods for your purpose;

(b) the truth of any Content on Our Website published by someone other than us;

(c) any implied warranty or condition as to merchantability or fitness of the Goods for a purpose other than that for which the Goods are commonly used;

(d) compatibility of Our Website with your equipment, software or telecommunications connection.

4. Our Website contains links to other Internet websites outside our power and control. You acknowledge and agree that we shall not be liable for the content of any such linked website, nor any loss or damage arising from your use.

5. We are not liable in any circumstances for special, indirect or consequential loss or any damages whatsoever resulting from the failure of use, loss of data or loss of revenues or profits, whether in an action of contract, negligence or otherwise, arising out of or in connection with your use of Our Website or the purchase of Goods.

6. In any event, including the event that any term or condition or obligation on our part ("Implied Term") is implied into these conditions by law, then our liability is limited to the maximum extent permitted by law, to the value of the goods or services you have purchased.

7. The above two sub paragraphs do not apply to a claim for personal injury.

18. Miscellaneous provisions

  1. When we communicate with you, we do so by email. You agree that email communications are contractually binding in the same way as properly signed and dated paper sent by post.
  2. Where we provide goods or services without a specific charge to you, it (or they) is deemed free of charge and not to be associated with any other goods or service for which a payment is made. Accordingly, we have no contractual or other obligation regarding those goods or services.
  3. Nothing in this Agreement or on Our Website shall confer any benefit or obligation to any third party.
  4. We endeavour to ensure all prices and information are accurate on the website but occasionally, genuine mistakes are made. If pricing or information is incorrectly featured, we reserve the right to cancel the order at any stage.
  5. Suppose any of these terms is held by any jurisdiction at any time to be void, invalid or unenforceable. In that case, it shall be treated as changed or reduced, only to the extent minimally necessary to bring it within the laws of that jurisdiction and to prevent it from being void, and it shall be binding in that changed or reduced form. Subject to that, each provision shall be interpreted as severable and shall not affect any of these terms.
  6. No waiver by us in exercising any right, power or provision in this Agreement shall operate as a waiver of any other right or of that same right at a future time; nor shall any delay in exercise of any power or right be interpreted as a waiver.
  7. Suppose a dispute arises from or in connection with these terms or any contract between you and us. In that case, you agree to attempt to settle the dispute by engaging in good faith with us in the mediation process before commencing arbitration or litigation.
  8. We are not liable for any breach of our obligations resulting from causes beyond our reasonable control, including strikes of our employees.
  9. This Agreement shall be governed by and construed following the law of Australia. The United Nations Convention on Contracts shall not govern this Agreement for the International Sale of Goods, the application of which is expressly excluded as a result.