Import Protection - Terms, Conditions & Coverage Policy

These Terms, Conditions and Coverage Policy govern the optional Import Protection service offered by Propify in connection with eligible physical products.

By selecting and purchasing Import Protection during checkout, the customer confirms that they have read, understood and agreed to these Terms and Conditions.

Import Protection provides limited additional replacement coverage for eligible international shipments that cannot be delivered solely because of a qualifying customs, border-control or import-clearance event. Import Protection does not provide general shipping protection and does not cover every circumstance that may cause a shipment to be delayed, lost, returned or otherwise undeliverable.

1. Definitions

For the purposes of this policy:

“Customer” means the individual or entity that purchased the relevant Protected Order.

“Eligible Customs Event” means a customs, border-control or import-clearance event that satisfies the requirements set out in this policy.

“Eligible Physical Product” means a physical product sold by Propify for which Import Protection was offered and purchased during checkout.

“Import Protection” means the optional additional protection service governed by this policy.

“Protected Order” means the specific order for which Import Protection was selected and paid for during checkout.

“Recipient” means the individual or entity named as the recipient of the Protected Order.

“Replacement” means a replacement of an eligible physical product approved under this policy.

2. Nature and Scope of Import Protection

Import Protection is an optional additional protection service intended to provide replacement coverage where an eligible international shipment is permanently prevented from being delivered solely and directly because of an Eligible Customs Event.

Import Protection is not:

  • general shipping insurance;

  • courier, postal or freight insurance;

  • product insurance;

  • protection against all forms of loss, damage, theft, delay or non-delivery;

  • a guarantee that a shipment will successfully clear customs;

  • a guarantee that a shipment will be delivered by a particular date;

  • protection against courier or delivery-provider failures;

  • protection against incorrect delivery information;

  • protection against customer or recipient action or inaction; or

  • a substitute for the customer’s obligation to comply with the import laws and requirements applicable to the destination country.

Coverage is limited strictly to the circumstances expressly identified in this policy.

3. Eligibility Requirements

Import Protection will apply only where all of the following requirements have been satisfied:

  1. Import Protection was selected and paid for when the Protected Order was placed.

  2. The Protected Order contains one or more Eligible Physical Products.

  3. The Protected Order is being shipped internationally.

  4. Import Protection was available for the applicable delivery destination at checkout.

  5. The shipment has been permanently prevented from being delivered solely and directly because of an Eligible Customs Event.

  6. The customer and recipient have complied with all applicable customs, import, documentation, identification, payment and delivery requirements.

  7. The customer or recipient has not caused or materially contributed to the shipment’s failure to be delivered.

  8. The customer has taken all reasonable steps available to facilitate customs clearance and delivery.

  9. The claim has been submitted within the applicable claim period.

  10. All information and supporting documentation reasonably requested by Propify have been provided.

Import Protection applies only to the specific Protected Order for which it was purchased.

Import Protection cannot be transferred, assigned or applied to another order, customer, recipient, shipment, product or delivery address.

4. Eligible Customs Events

Subject to assessment and verification by Propify, Import Protection may apply where an eligible shipment is permanently prevented from being delivered solely and directly because it has been:

  • formally refused entry by a recognised customs, border-control or import authority;

  • seized or confiscated by a recognised customs, border-control or government authority;

  • destroyed under the direction of a recognised customs, border-control or government authority;

  • permanently detained by customs where delivery has been formally determined to be unavailable;

  • compulsorily returned to Propify or its fulfilment provider solely because of an eligible customs-clearance issue; or

  • otherwise permanently prevented from being delivered because of a comparable customs or import-related event confirmed by the relevant authority.

An Eligible Customs Event must be supported by reliable evidence, which may include:

  • official tracking information;

  • written correspondence from the relevant customs or border authority;

  • a formal seizure, confiscation, destruction, detention or refusal notice;

  • written confirmation from the courier or postal provider;

  • return-to-sender documentation identifying customs clearance as the reason for return; or

  • other information reasonably required by Propify.

A customs inspection, processing delay, temporary hold, request for information or extended clearance period does not, by itself, constitute an Eligible Customs Event.

The shipment must have reached a sufficiently final status demonstrating that delivery cannot reasonably be completed.

5. Temporary Customs Delays and Inspections

Import Protection does not apply merely because a shipment:

  • is undergoing a routine customs inspection;

  • has been selected for additional screening;

  • is awaiting customs processing;

  • is temporarily detained;

  • requires additional documentation;

  • requires the payment of duties, taxes or charges;

  • has not received a tracking update;

  • is experiencing an extended clearance period; or

  • remains capable of being released or delivered.

Propify may defer assessment of a claim while customs clearance remains in progress or while there remains a reasonable possibility that the shipment will be released, returned or delivered.

6. Incorrect or Incomplete Delivery Information

Import Protection does not cover any delivery failure, delay, loss or return arising from incorrect, incomplete, outdated, misleading or invalid delivery information supplied by the customer or recipient.

This exclusion includes circumstances involving:

  • an incorrect street address;

  • an incorrect postcode;

  • an incorrect suburb, city, state, province, territory or country;

  • an omitted or incorrect apartment, unit, suite, floor or building number;

  • an incorrect recipient or business name;

  • an incorrect email address or telephone number;

  • an address that does not exist;

  • an address that is inaccessible or unable to receive deliveries;

  • an address from which the recipient has moved;

  • an address that does not comply with the courier’s delivery requirements;

  • an unsuccessful delivery caused by insufficient delivery instructions; or

  • a request to alter or redirect the delivery address after dispatch.

The customer is responsible for reviewing and confirming the accuracy of all order, contact and delivery information before completing the purchase.

Any delivery issue resulting from incorrect or incomplete information is outside the scope of Import Protection.

7. Courier, Postal, Freight and Delivery-Provider Exclusions

Import Protection applies exclusively to eligible customs and import-related events. It does not cover any act, omission, error, delay or failure attributable to a courier, postal provider, freight company, delivery contractor, fulfilment provider or logistics network.

Import Protection does not cover:

  • loss while in transit;

  • theft while in transit;

  • courier mishandling;

  • delivery to an incorrect address;

  • an incorrect, incomplete or premature tracking scan;

  • a parcel marked as delivered but not located by the recipient;

  • a parcel left in an unsafe or unauthorised location;

  • authority-to-leave or unattended-delivery disputes;

  • safe-drop disputes;

  • delivery-driver error;

  • parcel locker errors;

  • collection-point or postal-depot issues;

  • missed delivery attempts;

  • failure to collect a shipment;

  • return to sender because a shipment was unclaimed;

  • damage occurring during transportation;

  • incorrect sorting or routing;

  • delivery network congestion;

  • courier staffing shortages;

  • industrial action;

  • transport interruptions;

  • service suspensions;

  • weather-related disruption;

  • natural disasters;

  • mechanical failures;

  • operational or administrative errors;

  • a courier’s inability to access the delivery address; or

  • any other circumstance caused by or associated with the delivery provider.

These circumstances may be considered separately under Propify’s general shipping, delivery, replacement or refund policies, where applicable. However, they do not constitute claims under Import Protection.

8. Customer or Recipient Action or Inaction

Import Protection does not apply where the customer or recipient has caused or materially contributed to the delivery failure.

This includes circumstances where the customer or recipient:

  • refuses delivery;

  • rejects the shipment;

  • requests cancellation after dispatch;

  • requests that the shipment be returned;

  • fails to respond to Propify;

  • fails to respond to the courier or postal provider;

  • fails to respond to a customs, border-control or government authority;

  • fails to provide identification;

  • fails to provide customs declarations, invoices or supporting documents;

  • fails to obtain a required permit, licence, approval or authorisation;

  • provides inaccurate, incomplete, inconsistent or misleading information;

  • fails to complete the customs-clearance process;

  • fails to pay applicable customs duties, taxes, tariffs or charges;

  • fails to collect the shipment within the required period;

  • is unavailable to receive the shipment;

  • requests redirection after dispatch;

  • abandons the shipment;

  • interferes with the customs-clearance or delivery process;

  • instructs the courier to dispose of or return the shipment; or

  • otherwise prevents or delays successful customs clearance or delivery.

A claim may also be declined where the customer or recipient fails to take reasonable steps to resolve an issue after being contacted by Propify, the courier or the relevant authority.

9. Customs Duties, Taxes and Other Charges

Import Protection does not cover customs duties, import taxes, tariffs, brokerage fees, clearance charges, handling charges, administrative fees, storage fees, examination fees, government charges, penalties or fines.

Unless Propify expressly confirms otherwise in writing, all such amounts remain the responsibility of the customer or recipient.

A shipment will not qualify for Import Protection where delivery or customs clearance fails because the customer or recipient:

  • refuses to pay an applicable charge;

  • fails to pay a charge within the required period;

  • disputes a legitimate customs or import charge;

  • fails to respond to a payment request; or

  • abandons the shipment because of the amount of duties, taxes or other charges imposed.

Import Protection does not reimburse any customs, government, courier or third-party charges already paid.

10. Restricted, Controlled or Prohibited Imports

The customer is responsible for confirming that the products contained in the Protected Order may lawfully be imported into, delivered to, possessed within and used in the destination country.

Import Protection does not apply where:

  • the product is prohibited in the destination country;

  • the product is restricted or controlled in the destination country;

  • the product requires a permit, licence, declaration, approval or authorisation that has not been obtained;

  • the customer has failed to investigate applicable import requirements;

  • the product is refused because of its intended or declared use;

  • the shipment contains an item that the customer was not legally entitled to import;

  • the shipment is associated with unlawful, fraudulent, misleading or deceptive conduct;

  • the customer or recipient has attempted to circumvent customs requirements;

  • a false identity, description, declaration, document or value has been supplied; or

  • customs action arises from a breach of law by the customer or recipient.

Import Protection is intended to provide additional coverage for eligible customs-related circumstances. It does not guarantee that every Propify product is permitted in every country, state, province, territory or jurisdiction.

11. Product and Order Exclusions

Import Protection applies only to eligible physical products contained in a Protected Order.

Import Protection does not apply to:

  • digital products;

  • downloadable files;

  • electronically delivered products;

  • services;

  • subscriptions;

  • products that were not eligible for Import Protection at checkout;

  • products added to an order after checkout without corresponding protection;

  • products purchased under a separate order;

  • domestic shipments;

  • products that have already been successfully delivered;

  • product defects;

  • manufacturing defects;

  • products damaged before dispatch;

  • products damaged during transportation;

  • products damaged after delivery;

  • dissatisfaction with a product;

  • change-of-mind requests;

  • accidental purchases;

  • duplicate orders;

  • incorrect product selections;

  • incorrect size, colour, quantity, design or customisation selections;

  • customer-provided errors in personalised details;

  • unauthorised payment disputes or chargebacks;

  • claims submitted outside the required claim period; or

  • circumstances that occurred before Import Protection was purchased.

Where only part of a Protected Order is affected by an Eligible Customs Event, coverage will be limited to the eligible affected products.

Any products that have been successfully delivered will not be included in an Import Protection replacement.

12. Losses and Expenses Not Covered

Import Protection provides limited product-replacement coverage only.

Import Protection does not cover or reimburse:

  • loss of income;

  • loss of profit;

  • loss of revenue;

  • loss of business;

  • loss of opportunity;

  • loss of use;

  • loss of production time;

  • reputational loss;

  • indirect loss;

  • incidental loss;

  • consequential loss;

  • exemplary or punitive loss;

  • travel expenses;

  • accommodation expenses;

  • production expenses;

  • rescheduling costs;

  • replacement-hire costs;

  • legal expenses;

  • regulatory penalties;

  • payment-provider fees;

  • foreign-exchange differences;

  • bank charges;

  • courier charges incurred independently by the customer;

  • customs duties or taxes;

  • storage or administrative fees; or

  • any amount exceeding the value of the eligible affected products.

Import Protection does not provide compensation for inconvenience, distress, disappointment or delay.

13. Customer Responsibilities

To maintain eligibility under Import Protection, the customer must:

  • provide complete and accurate contact and delivery information;

  • ensure that the recipient’s details are complete and accurate;

  • verify that the products may lawfully be imported into the destination;

  • monitor the tracking information associated with the Protected Order;

  • monitor the email address and telephone number supplied with the order;

  • respond promptly to communications from Propify;

  • respond promptly to communications from the courier or postal provider;

  • respond promptly to communications from customs, border-control or government authorities;

  • provide all required identification and documentation;

  • obtain all necessary permits, licences, approvals and authorisations;

  • pay all applicable customs duties, taxes, tariffs and charges;

  • complete all required customs-clearance procedures;

  • take reasonable steps to assist with delivery and customs clearance;

  • notify Propify promptly after becoming aware of a potentially eligible event;

  • retain all relevant tracking information, notices and correspondence;

  • submit complete and accurate information in support of the claim; and

  • cooperate reasonably with Propify during the assessment process.

Failure to satisfy these responsibilities may delay the assessment or result in the claim being declined.

14. Submitting an Import Protection Claim

All Import Protection claims must be submitted by email to:

support@propifyco.com

The email subject line should state:

Import Protection Claim — Order [Order Number]

The claim submission must include:

  • the customer’s full name;

  • the relevant Propify order number;

  • the shipment tracking number;

  • the protected delivery address;

  • the recipient’s name;

  • a detailed explanation of the customs or import-related event;

  • the date on which the customer became aware of the event;

  • copies or screenshots of all relevant tracking information;

  • correspondence received from the courier or postal provider;

  • correspondence received from customs, border-control or government authorities;

  • any seizure, confiscation, detention, destruction, refusal or return notice;

  • evidence that all required customs duties, taxes and charges were paid;

  • evidence that all requested documentation was provided; and

  • any additional information reasonably required by Propify.

Claims must be submitted within 14 days after the customer receives formal confirmation that the shipment has been permanently refused, seized, confiscated, destroyed, detained or returned because of the alleged Eligible Customs Event.

A claim will not be treated as complete until Propify has received sufficient information to identify the Protected Order and reasonably assess the circumstances.

Submitting a claim does not constitute automatic approval or an admission of liability by Propify.

15. Assessment and Verification of Claims

All claims are subject to assessment and verification by Propify.

As part of the assessment process, Propify may obtain or verify information from:

  • the customer;

  • the recipient;

  • the courier or postal provider;

  • Propify’s fulfilment provider;

  • customs or border-control authorities;

  • government departments;

  • payment providers;

  • delivery contractors; or

  • any other relevant party.

The customer authorises Propify to use and disclose relevant order, customer, shipment and delivery information to the extent reasonably necessary to assess the claim.

Propify may defer its decision while:

  • tracking remains active;

  • customs clearance remains in progress;

  • the shipment is temporarily held;

  • further documentation has been requested;

  • an appeal, review or release process remains available;

  • the shipment may still be delivered;

  • the shipment is being returned;

  • the courier or customs authority has not issued a final determination;

  • the customer has not supplied all requested information; or

  • additional verification is reasonably required.

Propify may decline a claim where the available evidence does not establish that an Eligible Customs Event was the direct and primary cause of permanent non-delivery.

16. Approved Claims and Replacement Remedy

Where Propify approves a claim, Import Protection will provide one replacement of the eligible physical products directly affected by the Eligible Customs Event.

The replacement will ordinarily:

  • correspond with the originally purchased eligible products;

  • retain the original specifications and customisation details, where reasonably available;

  • be subject to product, material and production availability;

  • be shipped using a standard delivery method selected by Propify; and

  • be sent to the original delivery destination unless Propify approves an alternative address in writing.

Where only part of a Protected Order is affected, the replacement will be limited to the eligible affected products.

Products that were successfully delivered will not be replaced under Import Protection.

Where an identical replacement cannot reasonably be supplied, Propify may provide:

  • a reasonably comparable replacement;

  • store credit not exceeding the amount paid for the eligible affected products; or

  • another reasonable remedy agreed between Propify and the customer.

Import Protection does not provide an automatic entitlement to a cash refund.

Nothing in this section limits any remedy that must be provided under applicable consumer law.

17. Maximum Coverage

The maximum value available under Import Protection is limited to the amount actually paid for the eligible physical products directly affected by the approved claim.

The maximum coverage amount excludes:

  • the Import Protection fee;

  • standard or express shipping charges;

  • shipping upgrades;

  • customs duties;

  • import taxes;

  • tariffs;

  • brokerage fees;

  • clearance charges;

  • handling charges;

  • storage fees;

  • government charges;

  • payment-provider fees;

  • foreign-exchange differences;

  • penalties or fines; and

  • indirect or consequential losses.

Import Protection does not increase the value of the Protected Order or entitle the customer to recover more than the amount paid for the eligible affected products.

18. Replacement Shipment Conditions

Import Protection provides a maximum of one approved replacement for each Protected Order.

The customer remains responsible for the replacement shipment, including responsibility for:

  • confirming that the replacement products may lawfully be imported;

  • providing all required customs documentation;

  • obtaining any required permits, licences or approvals;

  • completing the replacement shipment’s customs-clearance process;

  • paying all applicable duties, taxes, tariffs and charges; and

  • responding to all communications relating to the replacement shipment.

Approval of a replacement does not guarantee that the replacement shipment will be accepted by customs or successfully delivered.

Unless Propify expressly confirms otherwise in writing, the original Import Protection purchase does not provide repeated or continuing coverage for the replacement shipment.

19. Import Protection Fee

The Import Protection fee is charged in consideration for the additional coverage described in this policy.

Once the Protected Order has been dispatched, the Import Protection fee is generally non-refundable, including where:

  • the shipment is successfully delivered;

  • no claim is submitted;

  • a submitted claim is declined;

  • the customer no longer requires Import Protection;

  • the customer changes their mind;

  • the customer cancels the order after dispatch;

  • the relevant delivery issue falls outside the scope of Import Protection; or

  • no Eligible Customs Event occurs.

This section does not limit any right or remedy that cannot lawfully be excluded.

20. Fraud, Misrepresentation and Abuse

Propify may decline, suspend, cancel or withdraw a claim where there is reasonable evidence of:

  • fraud or attempted fraud;

  • false or misleading information;

  • altered, fabricated or incomplete documentation;

  • deliberate non-compliance with customs requirements;

  • material information being withheld;

  • repeated or abusive claims;

  • collusion with another person;

  • a false declaration of non-delivery;

  • a claim concerning products that were successfully delivered;

  • compensation already received from a courier, bank, insurer, payment provider or other third party;

  • an undisclosed chargeback or payment dispute; or

  • an attempt to obtain compensation exceeding the customer’s actual eligible loss.

Where Propify has provided a replacement based on false, incomplete or misleading information, Propify may require the replacement to be returned or require reimbursement of its reasonable value, subject to applicable law.

Propify may also suspend access to Import Protection where a customer has engaged in fraudulent or abusive conduct.

21. Duplicate Recovery

The customer must disclose whether they have submitted or received compensation through:

  • a courier or postal claim;

  • a bank dispute;

  • a payment-provider dispute;

  • a chargeback;

  • an insurance claim;

  • another protection service; or

  • any other third-party recovery process.

Import Protection is not intended to provide duplicate compensation for the same loss.

Where the customer has already received full compensation or replacement for the affected products, Propify may decline the Import Protection claim.

Where only partial compensation has been received, Propify may take that compensation into account when determining the appropriate remedy, subject to applicable law.

22. Relationship With Other Propify Policies

Import Protection operates separately from Propify’s standard:

  • shipping policy;

  • delivery policy;

  • returns policy;

  • replacement policy;

  • refund policy;

  • product terms; and

  • website terms and conditions.

An event excluded from Import Protection may still be considered separately under another applicable Propify policy.

An exclusion under this policy means only that the event is not covered by the optional Import Protection service. It does not necessarily mean that no remedy is available under another Propify policy or applicable law.

23. Limitation of Import Protection Coverage

Import Protection is limited exclusively to the additional replacement coverage expressly described in this policy.

To the maximum extent permitted by law, Propify’s liability under Import Protection will not exceed the amount paid for the eligible physical products directly affected by the approved claim.

To the maximum extent permitted by law, Propify will not be liable under Import Protection for indirect, incidental, special, consequential, exemplary or economic loss arising from or associated with:

  • the shipment;

  • customs processing;

  • an import restriction;

  • non-delivery;

  • claim assessment;

  • replacement production;

  • replacement delivery; or

  • any delay associated with these processes.

24. Australian Consumer Law and Statutory Rights

Import Protection is an optional additional protection service. It does not exclude, restrict or replace any consumer guarantee, statutory right or remedy that cannot lawfully be excluded.

Consumer guarantees provided under the Australian Consumer Law cannot be removed by contractual terms, warranties or optional protection products. Where Propify is legally required to provide a remedy independently of Import Protection, the customer’s rights will continue to apply regardless of whether Import Protection was purchased. (ACCC)

Where products are not supplied within an agreed or reasonable period, Propify may be required to provide an appropriate solution under applicable consumer law, depending on the circumstances. (ACCC)

Nothing in this policy is intended to exclude, restrict or modify any right, guarantee, condition, warranty, remedy or liability where doing so would be unlawful.

25. Amendments to This Policy

Propify may amend this policy from time to time to reflect changes to its services, operational requirements or applicable laws.

Unless otherwise required by law, a claim will ordinarily be assessed under the version of this policy that was in effect when Import Protection was purchased.

Any amendment will not retrospectively reduce coverage already purchased for an existing Protected Order.

26. Severability

If any provision of this policy is determined to be invalid, unlawful or unenforceable, that provision will be interpreted or limited to the minimum extent necessary to make it valid and enforceable.

Where that is not possible, the affected provision will be severed from this policy.

The remaining provisions will continue in full force and effect.

27. Contacting Propify

All Import Protection claims, supporting documents and related enquiries must be directed to:

Email: support@propifyco.com

To assist Propify in identifying and assessing the matter efficiently, all correspondence must include the relevant order number and shipment tracking number. Customers should also provide all supporting information and documentation relevant to the claim.

Claims must be submitted within 14 days after the customer receives formal confirmation that the shipment has been permanently refused, seized, confiscated, destroyed, detained or returned because of the alleged Eligible Customs Event.

A claim will not be treated as complete until Propify has received sufficient information to identify the Protected Order and reasonably assess the circumstances.

Submitting a claim does not constitute automatic approval or an admission of liability by Propify.