Last updated 2nd July, 2018.
Construction Supply & Service Pty Ltd ABN 35 625 107 271 ("CSS/us/we/our") is committed to giving you the best selection of products and the highest quality service for your business. The benefits given to you in this Returns Policy reflect our commitment to service and meeting our obligations under the Australian Consumer Law.
Your use of the CSS website constitutes your acceptance of the Returns Policy.
Subject to law, CSS may, in its discretion, from time to time amend or otherwise modify the Returns Policy. CSS recommends you carefully read, each time you visit the website, the Returns Policy as it may affect your rights.
If you do not agree with the Returns Policy you can contact us to discuss and in the interim please do not use the website, order online or interact with us or our related bodies corporate at all.
To make matters easy please do your best to keep your tax invoice or receipt as proof of purchase in case it is needed for a refund, return or warranty claim.
Your Statutory Rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to 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.
At CSS we want you to be completely satisfied with your purchase. If you are not, you have up to 7 days from delivery of the product(s) to contact CSS and request to return the product(s) and get a refund (excluded products are noted below). Either call on 1300 720 622 or Contact us and CSS will provide instructions for the return.
Please note that defective items are dealt with separately in the section titled “Defective Products” below.
Terms for return
All items that have been approved for return must be in the original saleable condition and packaging, otherwise, CSS will have the right to refuse the return.
Items that cannot be returned include: any product(s) which specifically state they cannot be returned; imprinted and custom-made products; any chemical product(s); and any product(s) that has already been used in food preparation operations or used commercially.
You must pre-pay all shipping and handling charges to your shipper at the time of your return. CSS is not responsible for any shipping and handling charges associated with a returned product(s), except where the return relates to a defective product or an incomplete or incorrect order (where CSS is at fault).
In order for your return to be processed, you must provide CSS with proof of purchase; this is generally a tax invoice or order confirmation. Please send the original or a copy of this documentation to CSS along with your returned product. The CSS staff may be able to assist in obtaining this information if you do not have it readily available.
Returned Goods Notification (RGN)
A Returned Goods Notification (RGN) will be recorded by us for you once CSS have been contacted about your return (as mentioned above).
It will be confirmed by CSS at the time of RGN if the return has been delivered to CSS within the 7 day allowed time period (which commences on the date that you contact CSS about the return). CSS may refuse to accept (and provide a refund for) any returned product(s) received after this time. Should this occur, the returned product(s) would be held at the CSS premises for a period of up to 4 weeks and can be returned to you at your expense if requested. If the returned stock has not been collected during this 4 week holding period, CSS has the right to dispose of this stock.
If you are able to identify through visual inspection at the time of delivery that a product is damaged or defective, you should not accept delivery of that item. However, if the damage is not identified until after delivery, you must notify us of such damage or defect within 7 days of the delivery date.
Subject to the Australian Consumer Law, product(s) that are missing, delivered faulty or defective by CSS may be replaced, repaired, refunded or exchanged at CSS’ discretion provided CSS is informed in writing of the defect within 7 days of delivery. Certain products may be disposed of in accordance with CSS safety instructions for replacement, refund or exchange with CSS prior approval.
The clauses above do not apply to any defect in the product(s) caused by the fault, negligence or failure of the customer to adhere to manufacturer or CSS instructions. Engineer call-outs and repairs carried out on non-warranty faults or defects may be subject to further charges payable by the customer. No products will be sold on a ‘sale or return’ basis without the prior written approval of CSS.
Statutory rights are not affected for customers purchasing products under $40,000 or over $40,000 where purchased for personal, domestic or household use. Note that if products are purchased to be resold or transformed into a product that is sold, the statutory consumer guarantees will not apply.
Product Repairs and Service
Where you wish to have your product repaired or serviced in circumstances where the product has not suffered a failure that would amount to a breach of one of the consumer guarantees under the Australian Consumer Law, we can refer you to the manufacturer for repairs and service of the relevant product/s, often at your own cost. For example, you may require a repair due to:
- the product suffering from normal wear and tear;
- the product having a problem that occurs after the expiry of the product’s expected life (having regard to quality, price, treatment and other similar factors);
- the product having a problem that arises because of excessive use or failure to take - reasonable care to the maintain the product in good working order and condition;
- the product being used for a purpose for which it was not intended.
CSS reserves the right to determine whether a product is faulty and conduct a production and quality check.
You are responsible for all costs associated with returning the defective product to CSS, however, upon CSS deeming the product faulty, you are entitled to recover reasonable postage or transportation costs from CSS, subject to you providing CSS with evidence of such costs.
If the product cannot be returned, removed or transported without significant cost to you because of the nature of the failure or the size, height or method of attachment of the product, please contact us and we will arrange for the product to be assessed.
If the product has suffered a major failure (as defined in the Australian Consumer Law) and you wish to reject the product and obtain a refund or replacement, we will collect the product at our expense.
We may need to send the product to the manufacturer for an assessment of any repair work to be done and/or the nature of the product’s problem.
If the product is assessed as failing to meet one of the consumer guarantees under the Australian Consumer Law (e.g. it is defective or faulty), repair work will not be at your cost.
Depending on whether the defect or fault is assessed as either major or minor in nature then you may either get the product repaired or be entitled to a refund or replacement.
It may take up to 6 weeks to assess a product fault, undertake repair work and return the product to you. We will endeavour to minimise the time required to the absolute minimum and will keep you reasonably informed of the progress of the matter.
If the manufacturer concludes that the product has not failed to meet one of the consumer guarantees under the Australian Consumer Law, we will contact you to ask whether you would still like the repair or product servicing work to be carried out by the manufacturer or their servicing facilities. Such repair or product servicing work would be at your own cost.
In some circumstances, particularly if some time has passed since the date of your purchase and if the product fault is unlikely to be a defect, we will recommend to you that you speak to the manufacturer directly for repair or servicing work – this will make it easier to make arrangement with you for repair or return of the product to you if the product is assessed not to have failed to meet one of the consumer guarantees under the Australian Consumer Law.
You may have entered into a delivery contract with CSS or requested installation or assembly through our Service Department relating to the product/s you have purchased.
If you are entitled to a refund of an amount you have paid for services under the delivery, installation or assembly contract, you may return the product (to which the contract relates) and we will provide a refund of the purchase price of the product (to which the service contract relates).
Subject to law, you should be aware that in some circumstances, products presented for repair may be replaced by refurbished products of the same type rather than being repaired. Refurbished parts may be used to repair the products.
This Returns Policy is to be read in conjunction with the Terms and Conditions of the CSS website which can be found here.