Shipping – Warranty – Returns
PLEASE NOTE: We do send to PO Boxes or Parcel Lockers though some larger items may not be accepted. If you can please include your full shipping address as well as your PO Box number, and you can add a note when you are in the Check Out page. We can then do our best to get your parcel safely to you in as short a time as possible.
PLEASE NOTE: YOU ARE ACCEPTING ALL TERMS AND CONDITIONS, INCLUDING OUR DELIVERY TERMS AND CONDITIONS WHEN PLACING AN ORDER ON THIS SITE, OR WITH OUR SALES TEAM.
We can generally dispatch your order within 1 business day of receiving full payment during normal business times of the year. There may be exceptions such as Christmas and New Year when this will be longer. We will contact you directly should there be any issues around our delivery service or potential shipping delays. All Items are currently shipped from our Melbourne warehouse.
Unless otherwise arranged and agreed with the Sales Team, all orders will be shipped together. This Includes back-ordered and advance order Items. If ordered with an In-stock Item, the entire order will be shipped as one order once the outstanding stock is available.
We deliver door to door Australia Wide* (*door to door delivery only applies to areas where a carrier will deliver to. There may be cases in REGIONAL or REMOTE areas where delivery stops at a service centre or the nearest storage facility. In these cases customers must then arrange to have their goods collected at their own cost. Please designate a shipping address closest to your destination, e.g. general store or shipping depot closest to you)
Our shipping charges are based upon either the product(s) cubed weight or the product(s) dead weight. The heaviest is used to calculate the shipping charge.
We may provide an approximate delivery time frame once your order ships. However we advise on all interstate orders and regional areas to allow a minimum of 10 business days, and 20 business days as a worst case scenario to allow for circumstances beyond our control, and also for peak season delivery periods such as Christmas.
In all cases, customers MUST keep the original packaging until they are happy with their order, do not discard the packaging until you are satisfied that you are happy with all of the items delivered.
We will, when required, pass customer email and mobile phone details to courier companies for the purposes of providing tracking notifications.
We may validate addresses to ensure that deliveries go smoothly. If we identify a postal address on your Order that is entered incorrectly, is incomplete or doesn’t follow the format used by carriers, we may make minor adjustments to the address – such as abbreviating a state name (e.g. from ‘Queensland’ to ‘QLD’), fixing a typo, or ensuring that your suburb name matches your postcode.
CHANGE OF ADDRESS
Any change of delivery address made once your order has been dispatched may incur a surcharge, this is set at that time by the carrier and will need to be paid for prior to any delivery address changes being applied to the delivery. Please also note that the delivery charge may be greater to a different postal address than the original price paid. If this is the case, the difference in price will need to be paid for in addition to any surcharges and also in advance of any changes being made.
Our delivery company will require access to the delivery address, if access is not available for a large truck then alternative arrangements will need to be made. You must notify us of any potential access/delivery issues when placing your order. If the carrier cannot gain access to the delivery address to deliver, there will be additional re-delivery charges to be paid prior to the re-delivery.
FOR LARGER ASSEMBLED OR PART ASSEMBLED LARGE ITEM ORDERS, THE DRIVER MAY REQUIRE ASSISTANCE UNLOADING THE VEHICLE FOR DELIVERY. THE DRIVER CANNOT DELIVER ITEMS UP STAIRS OR STEPS, OR VIA LIFTS. THIS IS IN ACCORDANCE WITH AUSTRALIAN HEALTH AND SAFETY LEGISLATION.
If assistance is not available, then a tail lift truck may be required to deliver the goods. A quote for this will be provided at that time, and must be paid for prior to any delivery being made.
SIGNING FOR GOODS
In all cases, the goods MUST be Inspected at the point of delivery, if the goods are signed for in “good condition” then any damage claims cannot be upheld, nor will replacement products or refunds be issued. If any items are damaged, delivery of that Item(s) can be refused or MUST be marked on the carriers records as DAMAGED. No Exceptions. Do not sign the carriers documents until you have Inspected the goods. If the carrier will not wait, then the boxes must be Inspected for any external damage at the very least and noted on the carriers paperwork. in most cases of transit damage there WILL be visible damage to the external box. Whatever the circumstances and without exception, if you sign for the goods in good condition we cannot uphold transit damage claims.
Delivery shortages must be notified to us in writing within 24 hours. In all cases you must note any missing items down on the carrier paperwork. We cannot replace missing or lost items for which we have not been notified in writing after a maximum of 24 hours have expired.
All deliveries & delivery date bookings are made on a “Best Endeavour” basis. There may be times where due to unforeseen circumstances a delivery cannot be made. Ourselves or the carrier will endeavour to contact you either prior to or on the date of delivery should this arise. We cannot and will not accept claims or liability for damages, costs etc arising from the non delivery under any circumstances. The carrier does not offer refunds for late or non deliveries as they will arrange an alternative delivery date. As such we do not offer any refunds on the cost of freight paid on your order, unless the order is not delivered at all.
Please check your items as soon as you receive it. Any breakages please contact us with attached photos of the breakage and we will replace your goods. All our goods are professionally packed with heavy duty cartons so damage rarely occurs. Broken parts or products must be reported to us within 24 hours. ALL DAMAGES, OUT OF THE CARTON FAULTS OR IMPERFECTIONS MUST BE REPORTED TO US WITHIN 24 HOURS OF RECEIVING THE GOODS OR WE CANNOT CLAIM AGAINST THE CARRIERS. DAMAGES, OUT OF THE BOX FAULTS OR IMPERFECTIONS CANNOT BE RECTIFIED AFTER THIS TIME HAS EXPIRED. ALL ORIGINAL PACKAGING MUST BE RETAINED FOR DAMAGED GOODS AS THE TRANSPORT COMPANY MAY WISH TO INSPECT THIS. IF WE DO DECIDE TO COLLECT ANY DAMAGED ITEMS, WE ALSO REQUIRE ANY COLLECTIONS OF DAMAGED GOODS TO BE IN THE ORIGINAL PACKAGING.
In the unlikely event that damage has occurred during transportation, please make a note on the delivery documentation and contact us within 24 hours of delivery. The receiver is also required to supply supporting photograph evidence of the packaging and damaged area. Do not discard packaging material and damaged parts as they may need to be inspected by the transport company.
Please also note: We reserve the right to not collect damaged goods. In most cases provided photographic evidence has been provided we may ask the customer to either keep or dispose of the damaged item(s). We will in accordance with our terms and conditions replace damaged items. The customer agrees to be bound by these delivery conditions upon placement of order by any method.
In the event of reported damages in accordance with our terms and conditions, and provided we accept to collect the damaged goods, we will arrange a carrier collection on a date to suit you, this has to be a business day. Goods can be collected by the carrier from your front door or other agreed designation if you are unavailable.
All deliveries will be made during office hours only, no weekend or after hours deliveries can be made.We do not deliver on public holidays.
We offer a “fit for purpose” warranty on our Goods starting from purchase date on your invoice. We require proof of purchase of the product for all warranty claims so please keep your invoice number handy.
We will repair or replace any defective part or product after an inspection. If you think you have received a product with any type of defect, please contact us on 03 9768 2865 or email us at email@example.com with photo evidence and we will resolve any issues as quickly as we can to avoid causing you any further inconvenience.
The above warranty is given for the benefit of the original purchasing Customer only and is not transferable or assignable by the Customer to any third party.
The above warranty shall not apply in respect of:
- any defect arising from fair wear and tear, wilful damage; negligence; failure to follow the Company’s instructions (whether oral or in writing); alteration or modification of the goods; premature failure caused by poor cleaning and/or maintenance; damage caused during return transit to the Company; incorrect repair of the Goods.
- goods which have been continued to be used by the Customer after any failure or defects of the Goods first became apparent
- any failure or defect of the Goods which was apparent upon receipt of by the Customer which has not been notified to the Company in accordance with the Product Warranty Conditions Section (1-4)
- any direct or indirect consequential liability, (whether for loss of profit, goodwill, business revenue or otherwise) loss, injury or damage (other than death or personal injury) arising through any such failure or defect.
The above conditions and all other matters will be handled in line with current Australian Consumer Law.
RETURNS – REFUND
If you are not satisfied with your order for any reason, you can return the product(s) in new condition for an exchange or a refund within 30 days of your purchase date. A 15% restocking fee may be applied to all non-defective product returns. All shipping on returns is paid for by the purchaser.
Please use the original packaging when sending the product(s) back with the proof of purchase. We also advise you to retain proof of post.
Please note: Any non-defective product(s) must be returned in new condition with the original box, packing and accessories, if included.
We cannot cancel/refund your purchase when:
-You return your product without proof of purchase
-Original complete packaging and parts are missing
-Complications from order cancellation
You are under the duty to retain them and take reasonable care of the product(s) in your possession
We reserve the right to make a charge not exceeding our costs of recovering the product(s) if you do not return them at our expense.
PICK UPS/WAREHOUSE COLLECTIONS
Orders where shipping option “Free In-Store Pickup” has been selected can be collected from our Melbourne warehouse. Address is 39 Swift Way Dandenong South Vic 3175. Opening hours are 8.00am – 4.30pm Monday – Friday. We will require a copy of the sales Invoice that we emailed directly to you, and if paid for by credit card, we will require the cardholder to be present so we can verify the order.
WE DO NOT ACCEPT COLLECTION BY PRIVATELY BOOKED THIRD PARTY CARRIERS. COLLECTIONS ARE EITHER IN PERSON OR BY A NOMINATED INDIVIDUAL (NOT A PROFESSIONAL CARRIER COMPANY) WITH PROOF OF ID REQUIRED ON COLLECTION. ALL ORDERS WILL BE DISPATCHED BY OUR SELECTED CARRIERS AND BOOKED BY US ONLY.
CUSTOMER RESPONSIBILITY FOR IMPORT DUTY, VAT, OR OTHER TAXES OUTSIDE OF AUSTRALIA
Customers with shipping addresses outside of Australia are solely responsible for all duties, import taxes and brokerage fees. These are not included in the cost of shipping or handling of your order. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs. Customs, duty, and taxes are non-refundable: so if you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.
Feel free to contact us using the web form or send us an email at firstname.lastname@example.org for more information.