Refund Policy

The Prop Central – Refund Policy

Last updated: 23 november 2025

Because our props are often large, fragile and shipped over long distances, we need a clear and fair refund policy. This policy applies to purchases made directly through thepropcentral.com, unless otherwise agreed in writing.

Please note: in Canada, businesses are generally not legally required to accept returns unless the item is defective or specific rules apply. However, once a store sets a refund policy, it must follow that policy.

1. All sales are final – except as stated below

Unless otherwise stated on the product page or your quote, all sales are final. We do not offer refunds for “change of mind” on:

• Custom-made or special-order props;
• Props that have been used, installed or modified;
• Clearance or discounted items.

However, we will always work with you if there is a problem caused by us, our supplier or the carrier, as described below.

2. Damaged or incorrect items

If your order arrives damaged or you receive the wrong item:

1. Please inspect your order as soon as it arrives.
2. If there is visible damage to the packaging or product, take clear photos of the damage and the packaging.
3. Contact us within 5 business days of delivery at info@thepropcentral.com, including:
   • Your order number
   • Photos of the damage or wrong item
   • A short description of the issue

Depending on the situation, we may:

• Arrange a replacement;
• Offer a repair or replacement parts;
• Offer a partial refund or store credit;
• Arrange a return shipment (where feasible).

We may need you to keep the packaging and product for inspection by the carrier.

3. Manufacturing defects

If you discover a manufacturing defect within a reasonable time after delivery, contact us with photos and a description. We will evaluate the claim and, where appropriate, offer a repair, replacement or partial refund/credit.

4. Returns (where agreed)

If we agree in writing to accept a return for reasons other than damage or defect:

• The item must be returned unused, in its original condition and, if possible, in the original packaging.
• You are responsible for return shipping costs, including insurance and adequate packaging, unless we have agreed otherwise.
• Once we receive and inspect the returned item, we will confirm the amount of any refund or store credit.

Any initial shipping charges are typically non-refundable, unless the return is due to our error.

5. Rentals

Refunds for rental bookings follow our Cancellation Policy and any separate rental agreement. Deposits or prepayments for rentals may be non-refundable once props are reserved for specific dates.

6. How refunds are issued

Approved refunds will normally be processed to the original payment method. Processing times may vary depending on your bank or payment provider.