Refund policy

1.        Cancellations & Returns

1.1.               Change of Mind Returns

Returns due to change of mind are accepted within 30 days of purchase. New materials are subject to a 30% restocking fee and must be returned in sellable condition, without signs of wear or damage. Used pallet racking materials and accessories are subject to a 15% restocking fee. Shelving Supply Australia is not responsible for return shipping costs.

All purchases of Used materials are final - second hand products cannot be returned or refunded. From the time of purchase, the customer acknowledges and accepts these conditions. 

1.2.               Order Cancellations

If cancellation occurs before the order has been packed, no restocking fee will apply. For cancellations after packing but before delivery or final installation, a 5% restocking fee will apply.

1.3.               Incorrect Dimensions or Exchanges

For new materials ordered in the incorrect size, we will facilitate a direct exchange at no additional fee. The customer is responsible for all costs associated with returning the product, including shipping fees.

1.4.               Return Approval Process

To initiate a return, customers must email sales@shelvingsupplyaus.com.au for approval. Once received, our team will review the request and provide further instructions on the next steps. Approval must be obtained prior to shipping any items back, and unauthorized returns may be declined or subject to additional fees. Refunds will be processed within 5 business days of receiving the returned items at our warehouse.

 

2.        Warranty

2.1.  New Products

2.1.1.        APEX Longspan Shelving and Workbenches are provided with a lifetime warranty against structural failure, provided installation and maintenance complies with guidelines.

2.1.2.        Paramount Boxes have a 24-month “back-to-base” warranty. The customer must arrange to return the item to our supplier depot for inspection if a fault occurs.

2.1.3.        All additional products bought new have a 12-month warranty for defects or faulty workmanship, excluding general wear and tear.

 

2.2. Used Products (Pallet Racking & Accessories)

Due to the nature of used materials, no warranty is provided; however, Shelving Supply Australia will assess defective items on a case-by-case basis and resolve accordingly. Replacement or repair will be arranged as appropriate following inspection. 

3.        Damaged or Defective Materials

3.1.               Defective Items

For defective materials due to manufacturing, Shelving Supply Australia will replace the product as stated under the new product warranty

3.2.               Damage during transit

In the event of transit damage, items will be assessed case-by-case for replacement or refund eligibility. If the customer signs the Proof of Delivery (POD), this confirms receipt in good condition, Shelving Supply Australia cannot be held liable for transit damage

3.3.               Post-Installation Damage

Shelving Supply Australia is not liable for damage that occurs after installation. However, we will review claims of post-installation damage on a case-by-case basis if the customer believes an exemption applies.