Shipping, Returns and Warranty
Sprinklers and Fittings Online always seeks to sell the greatest value machinery on the market. These items should be of an acceptable quality, fit for purpose, and matching their description. On the odd occasion when things don’t go to plan, you can be rest assured that our Customer Support team is here to help! Check out our warranty section for all terms and conditions. As an online provider, we encourage you to retain all packaging as this will assist you in the rare case the item needs to be returned for servicing or replacement. With such a large product range, please be aware that there will occasionally be a case where an item is out of stock or there will be a delay when shipping your order. In line with the Australian Consumer Law, we will work with you to resolve any issue to the satisfaction of both parties.
Shipping:Items are generally dispatched within 1-2 business days after payment is cleared however please allow 5-10 business days for it to arrive. Your item will be sent via courier or Australia Post depending on its size and weight.
Items will only be delivered during normal business hours (9am-5pm) on weekdays. Delivery is not available on weekends, public holidays or after business hours.
Where goods are sent through Australia Post, the buyer may receive a knock on the door or a card in their letterbox indicating their item is available for pickup from their local post office. A signature is required for collection.
Buyers will be able to trace the delivery online with a unique tracking number.
- A re-delivery fee will be charged to buyers for items that are undeliverable and/or returned due to incorrect delivery address or unsuccessful delivery.
- Please be aware that PO Boxes cannot receive items above 25kg or longer than one metre.
- Buyers have the full responsibility to provide us with the correct delivery address and mobile phone number on the checkout page before payment. Any changes to address after checkout will not be considered as valid.
- The courier may require your assistance unloading from the vehicle. Our couriers deliver to the property entrance only.
- We cannot guarantee door to door delivery for every customer. Buyers in remote areas such as farms, islands, mining camps, small towns, or out-of-towners, etc may need to collect from their nearest freight depot.
Pick Up: All orders must be paid prior to pick-up. To enable collection you must provide photo ID and a copy of your receipt (smartphone accepted).
- Payment must be made with Paypal / Visa / AMEX or Mastercard prior to collection.
- Collect from 6 Breene Place, Morningside, Brisbane, QLD, Mon-Fri 9am-3pm (excl. public holidays). Collection required within 5 business days.
- Items marked as Free Shipping do not receive a discount if the item is picked up.
Free Shipping: All 'Free Shipping' products on Sprinklers and Fittings Online are delivered free of charge, under no circumstance will additional charges be applied to the customers order, or further discounts provided to customers if selected delivery method is pick up.
Delivery items will be shipped to you via Australia Post or Courier, which requires a signature for collection. If your area is only covered by a Post Office Drop, or should you not be available to sign at the time of delivery, a card will be left in your mailbox to enable collection at your local Post Office.
Sprinklers and Fittings Online is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Prior to returning any item, our Customer Service Department must first issue you a Return Authorisation (RMA) number. All other relevant information will be sent to you at this time.
Returns are accepted in line with our warranty conditions.
Should you wish to return a faulty item, please email email@example.com. Photos and/or videos of the item may also be requested to assist in the return process.
When a return is authorised, it is the buyer’s responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to do so may affect the ultimate resolution to be offered, which may include repairs, replacement items or store credit at our discretion. If the products is unusable upon receiving or there is a major fault, the customer may choose between a full refund via the original payment method or a replacement product. Refunds may take up to 6 business days to be processed. In cases where a replacement product is to be provided, the replacement will be shipped at no cost to the customer.
To enable Sprinklers and Fittings Online to continue offering the very best price, freight arrangements vary depending upon the time that has expired since purchase. Within 30 days of the customer receiving the item, Sprinklers and Fittings Online may provide details allowing return of the item at no cost to the customer (where freight costs apply). Where the item was collected from our warehouse, the buyer is responsible to return the item at their expense. Following this 30 day period, the customer is responsible for the cost of returning the goods.
If the item is required to be returned, the outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).
While many spare parts are stocked in Australia, we may need to order certain parts from the supplier on your behalf. Whilst most ordered parts arrive within 15 days, a small number of difficult to order parts may require up to 8 weeks to arrive.
30 Day Returns
If for any reason you change your mind about your purchase, we are happy to work with you to return the item. To qualify for this offer, it is important to follow the guidelines below:
- We must be notified within 30 days of you receiving the item that you intend to return it. The item must then be returned within 14 days of this notification (see Returning Items information above).
- The item must be returned in original re-saleable condition with all tags and packaging (ready to be put back on the shelf)
- The item is securely packed to ensure it is received in original and re-saleable condition.
- The item/s are NOT opened, used, worn or damaged, and are in perfect condition when received
- Do NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.
- Handling fees will apply, to be deducted from the refund provided: $9.95 (0-25kg) or $19.95 (over 25kg).
- If the item was sent with free postage, a 20% postage fee will be deducted from the refund amount.
- If the item has sustained damage in transit, or does not return as noted above, a revised refund amount may be required
If you wish to take up this offer, please send us an email stating your order number, the item/s you wish to return, and the reason for the return. Our Customer Service team will respond to your email and, if applicable, issue you a Return Authorisation (RMA) number which must be included on the address label. All other relevant information will be given to you at this time. Sprinklers and Fittings Online will not accept the return of any item/s without an RMA attached.
Until the nature of any fault is determined, the resolution Sprinklers and Fittings Online can offer may vary. Where necessary, the item may need to be returned to determine fault/issue. Once the fault/issue is clarified, Sprinklers and Fittings Online may fit replacement parts or offer replacement parts to the customer. Other alternatives may be offered to the satisfaction of both parties.
In the above instances, Sprinklers and Fittings Online may not accept the warranty claim in cases where the buyer has contributed to the failure, or been misleading in their description of their issues. Where freight costs were incurred by Sprinklers and Fittings Online to return your item for inspection, reimbursement to Sprinklers and Fittings Online may be required prior to releasing the goods, and the item is also returned at the buyer’s expense (not to exceed original freight cost). Where item was purchased with free postage, freight costs are 20% of the item cost. Payment will be made to Sprinklers and Fittings Online within 14 days of being notified of warranty rejection. Storage fees to apply beyond 14 days at 5% of the original product cost per day until the credit expires. Where money is owed to Sprinklers and Fittings Online for repairs and/or postage, Sprinklers and Fittings Online is entitled to hold onto the item until payment is made.
WARRANTIES - MANUFACTURER'S WARRANTY
Some product sold by us are serviced and supported by their manufacturer in accordance with its warranty terms.
WARRANTIES - GENERAL
Where a product is damaged through no fault of your own when delivered to you, please contact us immediately. If freight has been organised by us and on-charged to yourself then we will pursue the compensation through our insurances on your behalf if applicable. Sprinklers and Fittings Online.com reserves the right to process any warranty claims in line with our policies. This may include compensation through our insurances, replacement of product, or other. If your purchase was ex works we are unable to offer any compensation for transport damage. We advise you to take care with your choice of freight carriers and your insurances applicable. Our response will depend upon the product and any insurances applicable. For all product sold we provide warranties and conditions required by law. This means we warrant that the product: is of merchantable quality, that is, the product reaches a basic level of quality given the price of the product and any description that is provided with the product is fit for the purpose or job for which it is normally supplied as closely as artwork allows matches any description provided on our website or on labelling or packaging is free from defects and faults. It is also a condition of sale that the product is clear of finance or encumbrances and you will have free title to it. If the product does not fulfill any of these warranties or conditions then you may be entitled to a refund or other compensation from us. Sprinklers and Fittings Online.com is proud of our ‘Best Brands Best Support’ customer service policy aimed at ensuring that all our goods are despatched in good condition.
For product advertised and sold with a manufacturer’s warranty, please contact Sprinklers and Fittings Online.com Pty Ltd directly so that we may process any claims on your behalf. We take our reputation seriously and will pursue this matter with you to the full extent of applicable warranty. It is our responsibility to assess in most instances whether correcting any issues is performed through any or none of the following actions:
- replacing the product,
- having the product repaired or
- issuing a refund or credit for the product.
MAKING A CLAIM
To make a claim you must:
- provide us with a copy of your tax invoice
- describe accurately the problem you have encountered and provide evidence to support your claim
- state whether you are requesting a replacement, repair, refund or credit
RETURN OF PRODUCT
Where Customer Service has determined that, on the facts you have provided, a claim should be granted you will be issued with an Authorised Return Number (ARN). Where possible, the product must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that was delivered with the product. We reserve the right to test any returned product, and to ask you to demonstrate that the problem with the product was not your fault. After the product has been returned a final decision on granting the claim will be made by Sprinklers and Fittings Online.com. Where upon receipt of the returned product we determine that the product did comply with the warranties and conditions and the condition of the product was misrepresented to us by you, the expense for the return of the product to us and the expense of returning the product to you will be deducted from your account as well as a $30.00 handling and administration fee.
REFUNDS OR CREDIT
Where a warranty claim is granted any refund will include all costs covered by that specific product warranty. Where a non warranty claim is granted any refund will be for the cost of the goods only and will exclude all related costs, unless accepted by Sprinklers and Fittings Online.com specific to the claim. No refund or replacement will be given until we have received the product from you. Refunds will be issued by cheque, EFT, PayPal or a credit to your account.
Where a replacement is agreed to after a warranty claim is granted the replacement will be delivered to you at our expense after we have received your returned product. Where a non warranty claim is granted the replacement will be delivered to you at your expense.
We do not provide a refund, credit or exchange if you have:
- changed your mind, decided you no longer want the products or just don’t like them, or found that products are the wrong size or colour;
- found you can buy the same or similar products elsewhere for a cheaper price;
- had a defect drawn to your attention before you purchased products, for example, when products are clearly labelled as seconds or faulty.
The Website may contain links to other websites on the Internet that are owned and operated by third parties. You acknowledge that we are not responsible for the operation of or content located on or through any such other website.
This contract will be governed by the laws of Queensland, Australia. Any dispute arising out of your use of the Website, or the products purchased on it, will be subject to the exclusive courts of that jurisdiction.
Pricing & Promotions
The price payable for a product is set out on our website or advised by us over the phone at the time you place your order. All prices are exclusive of GST. We make every effort to ensure prices and product information on our website, catalogues or advertisements are correct and up-to-date. Prices for our products displayed on third party websites may not be correct and we are not bound by them.
We offer regular promotions to Sprinklers and Fittings Online customers both on our website and exclusive promotions to Sprinklers and Fittings Online Email Subscribers. Depending on the promotion, you could get bonus accessories, free shipping or discounts on current products or future purchases. It is up to you to redeem any promotional code offer if aplicable during checkout.
All information, text, material, graphics, software and advertisements on the Website are Copyright (c) of Sprinklers and Fittings Online.com its suppliers and/or licensors, unless expressly indicated as otherwise. The Website content is protected by Australian and international copyright and trade mark laws. You must not modify copy or distribute the Website content in any way except as expressly provided for on the website or expressly authorised in writing by Sprinklers and Fittings Online.com. You must not frame or embed in another website any of the material appearing on this website without our prior written consent. You may store a reproduction of the content on the Website on your local computer for the sole purpose of viewing the content; and print hard copies of the content for the sole purpose of viewing and purchasing products but not for any other use, including commercial use.
CHANGES TO TERMS & CONDITIONS
Sprinklers and Fittings Online.com reserves the right to change these Terms and Conditions of its service without informing you. The Terms and Conditions for existing orders shall be upheld by Sprinklers and Fittings Online.com. You should check our Website periodically for any updated Terms and Conditions.
You can find our contact details on our Contact Us page.
Orders & Payment
The simplest way to facilitate payment is via Mastercard, Visa, or Paypal via the Checkout process.
Orders can also be taken over the phone between Mon- Fri 8am-6pm (AEST - no public holidays).
Our stock levels can change at any time. An order is only complete once payment has cleared. To prevent missing out, it’s best to pay as soon as possible.