Shipping policy
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Delivery Terms
7.1 Delivery Areas
7.1.1 We deliver to selected locations within Australia through direct delivery, courier, freight carriers, supplier dispatch, depot delivery or other approved transport methods.
7.1.2 Delivery availability, pricing and method may vary depending on product type, size, weight, delivery address, stock location and freight network availability.
7.1.3 Some regional, remote, island, limited-access or non-mainland locations may not be eligible for direct delivery.
7.1.4 Where an address is outside our approved delivery network, the customer may be required to provide an alternative delivery address, arrange depot collection or organise third-party freight at the customer’s cost.
7.1.5 Delivery areas, delivery methods and freight providers may change without notice.
7.2 Estimated Delivery Timeframes
7.2.1 Standard delivery is generally estimated at 2 to 8 business days, depending on stock availability, product location, destination and freight conditions.
7.2.2 Express, priority or same-day delivery may be available for selected eligible products and locations only.
7.2.3 All delivery timeframes are estimates only unless expressly confirmed in writing as guaranteed.
7.2.4 We are not responsible for delays caused by suppliers, manufacturers, freight carriers, weather, road closures, public holidays, peak periods, incorrect delivery details, customer unavailability, restricted access or events outside our reasonable control.
7.3 Same-Day or Priority Delivery
7.3.1 Same-day or priority delivery may be available in selected areas for eligible products only.
7.3.2 Same-day or priority delivery may require:
the order to be placed before the applicable cut-off time;
stock to be available;
the delivery address to qualify;
the correct freight option to be selected and paid for;
safe delivery access to be available;
no weather, routing, vehicle, labour, traffic or operational issue preventing completion.
7.3.3 Orders placed after the applicable cut-off may be moved to the next available delivery window.
7.3.4 Same-day or priority delivery applies to delivery only and does not include installation or trade work.
7.4 Tracking and Dispatch
7.4.1 Once dispatched, tracking or delivery updates may be issued by email, SMS or other electronic communication.
7.4.2 Tracking may take up to 48 hours to update after dispatch.
7.4.3 Some bulky goods, supplier-direct deliveries or depot freight services may have limited tracking visibility.
7.5 Weather and Freight Delays
7.5.1 Deliveries may be delayed by wet weather, unsafe conditions, flooding, road closures, carrier backlogs, depot delays, public holidays, driver shortages or other freight network issues.
7.5.2 Such delays do not constitute breach and do not entitle the customer to compensation, except to the extent required by law.
7.6 Delivery Acceptance
7.6.1 The customer must inspect goods immediately upon delivery.
7.6.2 Any visible freight damage, missing goods, incorrect goods or damaged packaging must be reported immediately while the driver or courier is still on site where reasonably possible.
7.6.3 The customer should take clear photos of the product, packaging, consignment label and damage before the goods are moved, unpacked or used.
7.6.4 Failure to promptly inspect and notify may prejudice freight, damage or insurance claims, particularly where the damage was visible on delivery.
7.6.5 If goods are signed for without damage being noted, this may affect the availability of any freight claim.
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Bulky Goods, Access and Failed Delivery
8.1 Hot water systems and related products may be large, heavy, fragile or difficult to move.
8.2 The customer must ensure the delivery address is safe, accessible and suitable for delivery of bulky goods.
8.3 The customer must provide accurate delivery instructions and ensure that a responsible person is available to accept delivery where required.
8.4 Unless expressly stated otherwise, delivery is to the safest practical point accessible by the freight provider and does not include carrying goods upstairs, through buildings, over obstacles, across unsafe ground, into restricted areas or to a final installation location.
8.5 Freight providers may refuse to complete delivery if access is unsafe, restricted, obstructed or unsuitable for the vehicle or goods.
8.6 Additional charges may apply for:
failed delivery;
redelivery;
waiting time;
incorrect address details;
customer unavailability;
restricted access;
depot storage;
manual handling requirements;
tailgate requirements;
special vehicle requirements;
remote delivery surcharges;
return freight.
8.7 The customer is responsible for ensuring goods can be safely received, moved and stored after delivery.
8.8 We are not responsible for damage, delay, theft, weather exposure or loss occurring after goods are delivered in accordance with the order or delivery instructions.
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Authority to Leave
9.1 Where the customer authorises goods to be left unattended, the customer accepts all risk for loss, theft, weather exposure, damage or unauthorised access after delivery.
9.2 We and our freight providers may refuse to leave goods unattended where it is not safe, practical or appropriate to do so.
9.3 If goods cannot be safely left and no person is available to receive them, redelivery, storage or return fees may apply.