Shipping & Returns

1. Shipping Policy 

1.1 Order Processing & Dispatch 

• Orders are typically processed and dispatched within 1–2 business days from receipt of payment (excluding weekends and public holidays). 
• If there is an unexpected delay, we will notify you via email or phone with an updated expected dispatch time. 
• In the case of backordered or special-order items, dispatch may take up to 10 business days. 

1.2 Freight Provider & Shipping Method 

• We use Transdirect as our primary freight / courier provider. 
• Parcels are sent via standard road freight or courier, depending on the weight, size, and destination zone. 
• For heavy or bulky items (e.g. pallets, long items), additional freight surcharges may apply (e.g. tailgate service, redelivery, liftgate). 

1.3 Estimated Delivery Times 

Delivery times vary by state, metro vs regional, and nature of the parcel. Below is a guideline (business days): 

Origin / Destination	Metro	Regional / Rural
Victoria (VIC)	3-5 days	3-5 days
New South Wales (NSW)	3-5 days	3-5 days
Queensland (QLD)	3-5 days	3-5 days
South Australia (SA)	3-5 days	3-5 days
Tasmania (TAS)	3-5 days	3–7 days
Western Australia (WA)	3-5 days	5–7 days
Northern Territory (NT)	5–7 days	6–8 days

These are estimates only and do not account for delays due to weather, carrier, customs, public holidays, remote location issues, or other disruptions. 

1.4 Free Shipping / Shipping Offers 

• We may offer free shipping on orders over a certain threshold (e.g. $X) — subject to exclusions (bulky, remote, special freight). 
• Promotional free-shipping offers will be clearly indicated at checkout. 
• For items excluded from free shipping (e.g. oversized items, pallets), freight costs will be displayed at checkout or quoted separately. 

1.5 Delivery Conditions & Requirements 

• We deliver to residential and business addresses; PO Boxes are not accepted due to courier size/weight constraints. 
• On delivery, someone should be available to sign for the parcel (unless “Authority to Leave” is selected). 
• For large or heavy deliveries, ensure there is safe access, clearance, and where relevant, a forklift or lifting equipment for unloading. 
• If redelivery is required due to missed delivery, additional charges may apply. 

1.6 Order Tracking 

• Once dispatched, you will receive a notification containing tracking information and courier details. 
• You may track your parcel via the Transdirect tracking portal or via the courier’s tracking link supplied in the email. 

2. Returns, Refunds & Exchanges 

2.1 Eligibility for Returns 

You may return goods if they meet all the following conditions: 

• Returned within 30 days from delivery date (unless statutory rights override). 
• In unused, original condition, with original packaging, parts, tags, manuals intact. 
• Not modified, installed, or used in a way inconsistent with normal inspection. 
• For customised, made-to-order, or special signage, decals, or powder-coated items: no returns unless faulty (these are excluded). 

2.2 How to Return / Request a Return 

• Contact us at sales@safetyandsecuritywarehouse.com.au including your order number, item(s), and reason for return. 
• We will issue you a Return Authority / RMA number and return address instructions. 
• Pack the goods securely, include the RMA number and packing slip. 
• Ship the parcel via a trackable courier or freight method. We recommend you insure the goods — we are not liable for loss/damage during return transit unless caused by us. 

Returns without an approved RMA or without proper labeling may be refused or delayed. 

2.3 Return Shipping Costs 

• We do not accept change-of-mind returns 
• If the return is due to our error (wrong item shipped, incorrect specification) or the item is faulty, we will cover the return freight cost where reasonable. 

2.4 Restocking Fee 

• This fee will not apply to returns under warranty or due to defects / wrong items supplied. 

2.5 Refund Processing & Timing 

• Once we receive and inspect the returned goods, we will notify you regarding approval or rejection of your refund. 
• If approved, refunds will be made to the original payment method (credit card, PayPal, bank transfer) within 10 business days (or as required by the financial institution). 
• The original outbound shipping cost is non-refundable unless the return is due to our fault. 

2.6 Exchanges 

• If you wish to exchange an item, contact us and we will arrange for the return of the original item and dispatch of the replacement (subject to stock). 
• Shipping for the exchanged item may incur additional freight charges, unless the exchange is due to defect or error on our part.  

2.7 Faulty / Damaged Items & Consumer Guarantees 

• If you receive a faulty or damaged item, you must notify us within 7 days of delivery, including photos of damage. 
• We will promptly arrange a replacement or refund, and cover return shipping if the fault is confirmed. 
• Your statutory rights under the Australian Consumer Law remain unaffected — you may be entitled to repair, replacement, or refund depending on the nature of the fault. 
• We may require that you return the faulty item for assessment or inspection. 

2.8 Cancellation & Order Modification 

• You may cancel or modify your order before it has been dispatched. Contact us immediately with your order number. 
• Once the order is dispatched, cancellation is not possible; the order must be returned under the returns policy (if eligible). 

2.9 Disputes & Rejected Returns 

• Returns that fail to meet conditions (used, packaging damaged, late, missing parts) may be rejected or subject to a partial refund. 
• In case of disagreement, please contact us and we will review on a case-by-case basis. 

3. Other Terms 

• We reserve the right to refuse returns or exchanges that do not comply with this policy. 
• We may adjust or update this policy from time to time; the version published on our website is the version that applies to your purchase. 
• For full clarity, this Shipping & Returns Policy complements our Terms of Use and Privacy Policy.