Ordering, Shipping and Returns

Ordering

If you’re a trade customer, please ensure you sign in to the Online Store before ordering.

To confirm an item is in stock prior to purchase, please use the Online Store to navigate to the product. Guest customers may need to enter a post code to allow us to display your local availability. If the status shows “Stock Available”, the item is in stock and ready to ship. If the status shows “Out of Stock'”, the item is likely to be out of stock. If we have a backorder date available we will display it here. You can still order the item, but there will likely be a delay before shipping.

Once you’ve submitted an order on our Online Store, you’ll receive an Order Confirmation e-mail confirming your order has been received. Within this Order Confirmation e-mail, you’ll receive confirmation of the items ordered that are in stock, as well as those items that are out of stock and approximate backorder dates.

Shipping

For orders submitted prior to 2pm, items in stock are generally shipped the same day from one of our 23 branches and distribution centres across Australia.

If you would like to enquire about the status of your order, please use our Online Store LiveChat to discuss with our local team, or send us a message.

If you’re a trade customer, you can also view the status of your order under order history within your ‘My Account’ menu.

Returns

Change of mind

Have you changed your mind? Do you no longer want the product you ordered? If you change your mind, please immediately contact us via our online claim form and we’ll work with you to understand your requirements

We don’t process change of mind requests for:

• non stocked items (items purchased or manufactured to customer specifications)
• non catalogue items (items ordered especially for the customer)
• discontinued items
• obsolete items

We’ll only process change of mind requests if:

• the request is made within 30 days after delivery of your order
• you arrange at your cost to return the product to us, or we can arrange the product return at your cost for $35 (plus GST)
• you agree to pay a restocking fee of 20% of the purchase value of the product returned to us
• the product returned to us is still in original packaging and saleable condition

Order Issue

Is there an issue with your order? Did you not receive the product you ordered? Is the product you received not the product you ordered? Is the product visibly damaged on arrival?

Please check the order carefully and as soon as possible after delivery. If there is an issue with the order, please immediately contact us via our online claim form or the National Customer Support Centre on 1300 551 919 and we’ll work with you to understand the order issue and find the appropriate solution.

However, we’ll only process order issue claims if the claim is made within 7 days after delivery of your order and the product returned to us is still in original packaging and saleable condition (excluding products received damaged).

Product Issue

Is there an issue with the product? Is the product you received defective?

If there is an issue with the product, please immediately contact us via our online claim form and forward to us your original purchase receipt and any images of the defective product. We’ll work with you to understand the product issue and find the appropriate solution.

However, we’ll only process product issue claims if the claim satisfies the conditions of the warranty (if any) or the statutory guarantees under the Australian Consumer Law.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You may have a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You may have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.