Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law.
1. Delivery Areas
Oz Roller Shutters primarily supplies and delivers products within Australia.
We may, at our discretion, accept an order for delivery outside Australia or to a remote, regional or restricted-access location. Some locations may not be serviceable because of product length, weight, carrier restrictions, road access or other practical limitations.
If we cannot deliver to the nominated address, we may contact the customer to arrange an alternative address, collection, a revised freight charge or cancellation of the affected products.
For international deliveries, the customer is responsible for any customs duties, import taxes, clearance charges, local fees, permits and legal requirements imposed at the destination, unless we expressly agree otherwise in writing.
2. Customer Responsibility for Order Information
Before placing or approving an order, the customer must check that all details are complete and correct, including:
- Product description, model and quantity
- Measurements and dimensions
- Colour and finish
- Motor type, voltage and control system
- Remote-control model, frequency and compatibility
- Charger, battery, controller, receiver and accessory compatibility
- Electrical, installation and programming requirements
- Delivery address and contact information
- Site access and unloading requirements
- Any other specification relevant to the intended application
Where a customer supplies or approves measurements, photographs, model numbers, specifications or other information, Oz Roller Shutters is entitled to rely on that information.
The customer is responsible for additional costs caused by incorrect, incomplete or misleading information supplied or approved by the customer, except to the extent that the problem was caused by Oz Roller Shutters.
A correctly manufactured or supplied product does not become faulty because:
- The customer ordered an incorrect product
- Customer-supplied measurements were incorrect
- The product is incompatible with equipment that was not accurately identified
- The customer misunderstood the product’s operation
- The product was incorrectly installed, wired, programmed or used
- Another component in the customer’s system is faulty
This section does not affect any remedy available where Oz Roller Shutters supplied a product that did not match the agreed order or made a representation upon which the customer was reasonably entitled to rely.
3. Product Images, Colours and Descriptions
We take reasonable care to describe and display our products accurately. However, colours and finishes may appear differently because of screen settings, lighting, photography, production batches and material variations.
Customers should use physical colour samples where an exact colour match is important. A minor variation that is reasonably expected for the relevant material or manufacturing process is not, by itself, a product fault.
Substitute packaging or minor non-material product changes may occur where a manufacturer updates a product. We will not knowingly substitute a materially different product without the customer’s agreement.
4. Quotes, Prices and Delivery Charges
Delivery charges are calculated using factors that may include:
- Product length, weight and dimensions
- Packaging and handling requirements
- Delivery destination
- Number of consignments
- Carrier and service selected
- Tailgate, manual handling or special-access requirements
- Remote-area or international surcharges
A freight amount displayed at checkout or on an initial order acknowledgement may require confirmation for oversized, long-length, heavy, remote or international consignments.
If an additional charge is required, we will seek the customer’s approval before dispatch. We may place the order on hold until the additional charge has been accepted and paid.
An obvious pricing, freight or product-description error does not oblige us to supply at the incorrect price. If such an error affects an order, we will contact the customer and offer the choice of proceeding on the corrected terms or receiving a refund for the affected product.
5. Order Receipt and Acceptance
An automatically generated order number, payment receipt or order acknowledgement confirms that we have received the order. It does not necessarily mean that we have accepted the order or confirmed product availability.
An order is accepted when cleared payment has been received and we confirm that the product can be supplied.
We may decline or cancel an order before dispatch where reasonably necessary, including because of:
- Stock or component unavailability
- A product being discontinued
- An obvious price, freight or website error
- Incorrect or incomplete product information
- Suspected fraud or unauthorised payment
- Delivery or legal restrictions
- A supplier’s inability to fulfil the order
- Circumstances outside our reasonable control
If we cancel an order after receiving payment, we will refund the amount paid for the cancelled products and any delivery charge applicable solely to those cancelled products.
6. Order Changes and Customer Cancellations
A request to change or cancel an order must be made as soon as possible. A request is not accepted until confirmed by Oz Roller Shutters in writing.
We may refuse a requested change or cancellation after:
- Processing or packing has commenced
- The product has been dispatched
- Materials or products have been ordered from a supplier
- Manufacturing, cutting, assembly, alteration or programming has commenced
- Non-recoverable costs have been committed specifically for the order
Custom-made, made-to-measure, cut-to-size, specially ordered, altered, assembled or programmed products cannot ordinarily be cancelled after work or procurement has commenced.
If we voluntarily accept a cancellation after costs have been incurred, we may deduct reasonable, disclosed and legally permitted costs attributable to that cancellation.
This section does not limit any cancellation or refund right available under the Australian Consumer Law.
7. Processing, Packing and Split Shipments
Orders are processed after cleared payment has been received and all required details have been confirmed.
Products ordered together may be packed or dispatched separately because of product size, stock location, availability, safety or carrier requirements. Separate consignments may arrive on different days.
A split shipment does not, by itself, entitle the customer to cancel or receive a refund for products that have been correctly supplied within a reasonable time.
We will provide dispatch and tracking information where available.
8. Delivery Timeframes
Unless Oz Roller Shutters expressly agrees in writing that delivery by a particular date is essential, any dispatch or delivery date is an estimate only.
Delivery estimates may be affected by:
- Stock or component availability
- Manufacturing or supplier delays
- Courier or freight-network delays
- Public holidays
- Severe weather, fire, flood or natural disaster
- Road closures, industrial action or emergencies
- Incorrect delivery details
- Failed delivery attempts
- Events outside our reasonable control
Where a material delay occurs, we will take reasonable steps to update the customer and provide an appropriate solution where required by law.
Customers should not book installers, electricians, equipment hire or other dependent work until all products have been received and inspected.
To the extent permitted by law, Oz Roller Shutters is not responsible for avoidable third-party call-out, cancellation, downtime or rescheduling expenses incurred because arrangements were made before delivery and inspection.
Nothing in this policy removes any right the customer may have if products are not supplied within an agreed or reasonable time.
9. Delivery Access and Unloading
The customer must provide:
- A complete and accurate delivery address
- A current telephone number
- Safe and reasonable access for the delivery vehicle
- Relevant access, security and unloading instructions
- A person available to accept delivery where required
- Adequate assistance to handle large, heavy or long products
For long, bulky or heavy products, delivery may be limited to the nearest safe and reasonably accessible unloading point.
Unless expressly included in the delivery service, the carrier is not required to carry products inside a building, upstairs, through restricted-access areas or to an installation location.
The customer is responsible for safely moving the products from the unloading point and for arranging any required lifting equipment or additional labour.
10. Authority to Leave
If the customer requests or authorises products to be left unattended, the customer accepts the risk of theft, weather exposure, accidental damage or loss after the products have been left at the nominated location.
A carrier scan, delivery photograph, GPS record, signature or other delivery confirmation may be relied upon as evidence of delivery.
This section does not apply to the extent that loss or damage was caused by a failure to follow the customer’s reasonable delivery instructions or where liability cannot lawfully be excluded.
11. Missed Delivery, Redelivery and Uncollected Orders
If delivery cannot be completed, the carrier may:
- Leave a collection notice
- Transfer the products to a depot, post office or collection point
- Attempt delivery again
- Return the products to Oz Roller Shutters
The customer is responsible for reasonable redelivery, redirection, return-freight, handling and storage charges caused by:
- Nobody being available to accept delivery
- An incorrect or incomplete address
- Refused delivery without a lawful basis
- Unsafe, unsuitable or inaccessible delivery conditions
- Failure to collect products within the carrier’s collection period
An uncollected or refused order returned to us is not automatically cancelled and does not automatically qualify for a refund.
We may withhold redelivery until applicable charges have been paid.
Products left uncollected for an extended period may be dealt with in accordance with applicable uncollected-goods laws after any required notices have been given.
12. Address Changes and Redirection
Address-change requests must be made before dispatch.
We cannot guarantee that an address can be changed after an order enters the freight network.
The customer must pay reasonable carrier, redirection, return and redelivery charges resulting from an address change requested after processing or dispatch.
For fraud prevention, we may require identity or payment verification before approving a change of delivery address.
13. PO Boxes and Parcel Lockers
Delivery to a PO Box or Parcel Locker is available only where the size of the product and the carrier’s rules permit it.
Large, long, heavy or restricted products require a suitable physical street address. Dispatch may be withheld until the customer supplies an acceptable delivery address.
14. Customer Collection
Where collection is arranged, the customer must:
- Wait until notified that the order is ready
- Bring suitable identification and order information
- Use a suitable vehicle and appropriate restraints
- Inspect the packaging and visible condition before leaving where reasonably practicable
- Load and transport the products safely
Oz Roller Shutters may refuse to release products if the proposed vehicle, loading method or restraints appear unsafe or unsuitable.
Risk passes to the customer when the customer or the customer’s representative takes possession of the products.
15. Risk and Ownership
Risk in the products passes to the customer when:
- The products are delivered to the nominated address
- The products are left in accordance with authority-to-leave instructions
- The customer or the customer’s representative collects them
- A carrier independently arranged by the customer takes possession of them
Legal ownership does not pass until Oz Roller Shutters has received full payment for the products and all associated charges.
Nothing in this section excludes any non-excludable statutory right or remedy.
16. Inspection After Delivery
Customers should inspect products promptly after delivery and before installation, wiring, programming, alteration or use.
Please check that:
- The correct products and quantities were received
- There is no visible product or freight damage
- Required parts and accessories are present
- Model numbers and specifications match the order
Visible freight damage, shortages or incorrect products should be reported as soon as reasonably possible. Prompt reporting allows us to preserve evidence and investigate with the carrier.
The customer should provide:
- Order or invoice number
- A clear description of the issue
- Photographs or video of the product
- Photographs of all packaging and the shipping label
- Delivery documents
- Details of missing parts
Failure to report a problem immediately does not remove any right that cannot lawfully be excluded.
17. Packaging Damage
Packaging is designed to protect the product during transport.
Marks, dents or damage to packaging alone do not entitle the customer to a refund or replacement where the product itself is undamaged, complete and unaffected.
Customers should retain damaged packaging until we confirm that it is no longer required for assessment or a freight claim.
18. Approval Required Before Return
Products must not be returned without prior approval and return instructions from Oz Roller Shutters.
Approval to send a product for inspection does not mean that a fault, refund, replacement, warranty claim or responsibility for return costs has been accepted.
Unauthorised returns may be refused or held for collection and may be returned to the customer at the customer’s expense, except where doing so would be inconsistent with the Australian Consumer Law.
19. Proof of Purchase and Claim Information
We may request reasonable proof that a product was purchased from Oz Roller Shutters, including:
- Invoice or receipt
- Order number
- Payment record
- Other reasonable evidence of purchase
To assess a reported problem, we may also request photographs, video, serial or model numbers, testing information, wiring details, programming information, installation details or a description of how the product has been used.
Providing information promptly may help us assess the claim faster. It does not require a customer to surrender any non-excludable legal right.
20. Remote Troubleshooting and Parts Recommendations
Oz Roller Shutters may provide general troubleshooting assistance and suggest possible replacement parts based solely on symptoms, descriptions, measurements, model numbers, photographs, videos or testing information supplied by the customer.
Remote troubleshooting is preliminary guidance. Unless we expressly confirm otherwise in writing after sufficient assessment, it is not a physical inspection, testing service or confirmed diagnosis.
Similar symptoms can be caused by different components, including:
- Motor
- Controller or handset
- Charger or charging cable
- Battery or power supply
- Receiver
- Wall switch
- Wiring or electrical connection
- Programming, pairing or limit settings
- Installation or mechanical obstruction
Unless Oz Roller Shutters has physically inspected and tested the complete relevant system, any suggested cause or part is a possible cause only. It is not a guarantee that:
- The suggested component is faulty
- It is the only faulty component
- Purchasing or replacing it will resolve the problem
- No other parts, repairs, programming or electrical work will be required
The customer must provide complete and accurate information and disclose relevant modifications, testing and installation history.
If the customer chooses to purchase a part without physical inspection and testing, the purchase is made with an understanding that remote diagnosis has inherent limitations.
A correctly supplied and functioning part does not become faulty merely because it does not resolve the original symptom or because another component is later found to be the cause.
If Oz Roller Shutters agrees to accept the return of a correctly supplied and functioning part bought following preliminary remote troubleshooting, that return will be treated as a discretionary change-of-mind return and will be subject to the conditions, 10% restocking fee and shipping rules in this policy.
This section does not apply where:
- Oz Roller Shutters supplied the wrong product
- The supplied product is itself faulty
- We expressly guaranteed in writing that a particular product would achieve a specific result
- The customer reasonably relied on a representation that gives rise to a remedy under the Australian Consumer Law
21. Technical Information and Installation
General product information or troubleshooting assistance does not replace inspection or installation by a suitably qualified technician or, where electrical work is involved, a licensed electrician.
The customer is responsible for ensuring that installation, wiring, programming, servicing and use comply with:
- Product instructions
- Applicable electrical and building requirements
- Manufacturer requirements
- Relevant safety laws and standards
The customer must not perform electrical work they are not legally qualified or licensed to perform.
22. Faulty, Damaged or Incorrectly Supplied Products
If a product is faulty, unsafe, damaged, materially different from its description or incorrectly supplied, contact Oz Roller Shutters as soon as reasonably possible.
Depending on the circumstances and the Australian Consumer Law, the remedy may include:
- Assessment or testing
- Repair
- Replacement
- Refund
- Compensation for reasonably foreseeable loss or damage
Where a problem is minor, Oz Roller Shutters may choose to provide a repair within a reasonable time.
Where there is a major failure, the customer may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.
The absence of original packaging does not, by itself, remove a customer’s legal right to a remedy for a faulty product. However, the customer must take reasonable care when packaging and returning it.
Oz Roller Shutters remains responsible for addressing consumer-guarantee claims concerning products we sold.
We may communicate with a manufacturer or supplier while assessing or resolving a claim, but this does not remove any responsibility we have under the Australian Consumer Law.
23. Assessment and Testing
Oz Roller Shutters is entitled to reasonably inspect or test a product before determining whether a remedy is available.
Testing may establish that:
- The product is faulty
- The product is operating correctly
- The issue is caused by another component
- The issue is caused by incompatibility
- The issue results from installation, wiring or programming
- The product has been misused, damaged or modified
- Further information or testing is required
If a product is confirmed to have a problem covered by the Australian Consumer Law, Oz Roller Shutters will provide the applicable remedy and reimburse reasonable return costs where legally required.
If the product is found not to have a fault, we may charge reasonable collection, inspection, testing and redelivery costs, but only where legally permitted and after giving the customer a reasonable estimate where required.
24. Installation, Wiring, Programming and Modification
Cutting cables, shortening wiring, opening sealed components, drilling, painting, modifying products, using incompatible controls or arranging unauthorised repair can:
- Create a safety risk
- Prevent reliable testing
- Cause or contribute to failure
- Affect performance or compatibility
- Void a voluntary manufacturer’s warranty
- Make a product unsuitable for resale
A modification does not automatically remove rights under the Australian Consumer Law.
However, a remedy may not be available where the problem was caused by incorrect installation, modification, misuse, incompatible equipment, unauthorised work or other conduct by the customer or a third party.
Where possible, customers should test compatibility and operation before cutting, permanently connecting, drilling, painting, installing or modifying a product.
25. No Change-of-Mind Refunds
Oz Roller Shutters does not offer a refund, exchange or credit merely because a customer:
- Changes their mind
- No longer wants or needs the product
- Finds the product cheaper elsewhere
- Orders the wrong product, model, size, colour or quantity
- Supplies incorrect measurements
- Selects an incompatible component
- Decides not to proceed with a project
- Purchases a possible replacement part that does not resolve the original problem
- Fails to obtain necessary technical or installation advice
Customers must carefully confirm suitability, compatibility, measurements and specifications before ordering.
26. Discretionary Change-of-Mind Returns
Although we are not required to accept a change-of-mind return, Oz Roller Shutters may choose to accept one in an individual case.
Approval must be obtained in writing before return and may be subject to all of the following:
- The request is made promptly
- The product is a normally stocked item
- The product is unused, uninstalled and undamaged
- The product has not been connected, wired, paired, programmed, cut or modified
- All components, manuals and accessories are included
- Original packaging is complete and in reasonable condition
- The product remains suitable for resale as new
- The customer follows our return instructions
- The product is received and inspected before a refund is approved
Approval in one case does not create a general return right or an obligation to accept another change-of-mind return.
27. Non-Returnable Change-of-Mind Products
The following products cannot be returned for change of mind:
- Custom-made or made-to-measure products
- Cut-to-size or altered products
- Specially ordered or non-stock products
- Products manufactured or sourced to customer specifications
- Programmed, paired or specially configured products
- Installed, connected or used electrical products
- Motors or controls with cut, shortened, altered or damaged wiring
- Opened sealed electrical or electronic products that cannot be resold as new
- Products that have been assembled, painted, drilled, marked or modified
- Products missing packaging, parts, manuals or accessories
- Clearance or final-sale products identified as such before purchase
These exclusions apply only to change-of-mind returns. They do not remove remedies for a failure to comply with a consumer guarantee.
28. Restocking Fee
Where Oz Roller Shutters voluntarily accepts a change-of-mind return, a restocking fee equal to 10% of the returned product’s purchase price will be deducted from the approved refund.
The restocking fee is a partial contribution towards genuine costs associated with the original supply and return, including:
- Order and return administration
- Receiving and handling
- Inspection and functional testing
- Checking parts and accessories
- Repackaging and relabelling
- Returning the product to inventory
- Warehouse labour
- Reduction in resale value after supply and return
The restocking fee is not a penalty.
The 10% restocking fee does not apply where a customer is entitled to a remedy under the Australian Consumer Law because the product failed to comply with a consumer guarantee.
29. Shipping Costs for Change-of-Mind Returns
For an approved change-of-mind return:
- Original delivery, freight, shipping and handling charges are non-refundable
- The customer must arrange and pay for return delivery
- The customer is responsible for safe and adequate packaging
- The customer bears the risk of loss or damage until we receive the return
- Any collection or redelivery charge is the customer’s responsibility
We recommend using a tracked and insured return-delivery service.
These conditions do not apply where Oz Roller Shutters is legally responsible for return, collection or delivery costs.
30. Condition of Discretionary Returns
No discretionary refund is approved until the returned product has been received and inspected.
If a discretionary return arrives used, damaged, incomplete, altered or in a condition different from when supplied, Oz Roller Shutters may:
- Refuse the discretionary return
- Hold the product for collection
- Return it to the customer at the customer’s expense
- With the customer’s agreement, accept it subject to a reasonable deduction reflecting missing parts, damage or reduced value
This section applies only to discretionary returns and does not restrict any remedy required by law.
31. Return Packaging and Transit
Returned products must be packaged appropriately to prevent transit damage.
Original packaging should be used where available, with additional protection where necessary for motors, controls, electrical products, long components and fragile items.
Oz Roller Shutters is not responsible for damage occurring during return transit arranged by the customer. This does not apply where we arranged the carrier or are otherwise legally responsible.
Do not attach labels, tape or writing directly to retail product packaging unless instructed.
32. Return and Collection Costs for Fault Claims
Customers are generally responsible for returning products that can be posted or easily returned for assessment.
If the product is confirmed to have a problem covered by the Australian Consumer Law, Oz Roller Shutters will reimburse reasonable return costs where required. Customers should retain receipts for those costs.
Where a faulty product is large, heavy, installed or difficult to return, Oz Roller Shutters will arrange collection or otherwise meet its obligations where required by law.
If assessment establishes that the product has no fault, reasonable collection, inspection and return costs may be payable by the customer where legally permitted and after a reasonable estimate has been provided where required.
33. Refund Processing
Approved refunds will ordinarily be initiated using the original payment method.
For discretionary change-of-mind returns, the refundable amount is limited to the accepted product price, less:
- The 10% restocking fee
- Any other deduction agreed with the customer and permitted by law
Original shipping and related charges are not refunded for change-of-mind returns.
We aim to initiate an approved refund within two business days after final inspection and approval, but customers should allow up to five business days for internal processing.
Additional time taken by banks, card providers or payment platforms is outside our control.
We may require reasonable identity, account or payment verification before releasing a refund.
Where a refund is required under the Australian Consumer Law, it will be processed in accordance with those legal requirements and ordinarily using the original form of payment unless otherwise agreed.
34. Replacements
Where a replacement is approved:
- The replacement may be dispatched after the original product has been returned and assessed
- Oz Roller Shutters may require return of all included components
- A replacement product may carry the remaining applicable warranty or such other coverage as required by law
- Shipping responsibility will depend on whether the claim is a valid fault claim or a discretionary exchange
Advance replacement before assessment is at the discretion of Oz Roller Shutters and may require payment or security pending return and inspection of the original product, except where inconsistent with the Australian Consumer Law.
35. Voluntary Warranties
Any manufacturer’s or Oz Roller Shutters voluntary warranty is additional to, and does not replace, rights under the Australian Consumer Law.
The terms, duration and exclusions of a voluntary warranty may differ between products.
A voluntary warranty may exclude damage caused by incorrect installation, misuse, unauthorised modification or external causes, but those exclusions do not remove any non-excludable statutory right.
36. Limits of This Policy
This policy governs shipping, product returns and refunds.
Installation services, onsite repairs, quotations, deposits and other services may also be subject to separate terms provided before purchase.
To the extent permitted by law, Oz Roller Shutters is not liable for indirect or avoidable loss caused by:
- Incorrect information supplied by the customer
- Customer or third-party installation, wiring, programming or modification
- Use of incompatible products
- Failure to follow product instructions
- Booking dependent work before products are delivered and inspected
- Events outside our reasonable control
This limitation does not apply where liability cannot lawfully be excluded, including liability arising under applicable consumer guarantees.
37. Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies:
- Any consumer guarantee
- Any right to reject goods
- Any right to a repair, replacement or refund
- Any right to recover reasonably foreseeable loss or damage
- Any other right or remedy that cannot lawfully be excluded
The no-change-of-mind rule, 10% restocking fee and non-refundable shipping provisions apply only where the product was correctly supplied and Oz Roller Shutters voluntarily agrees to accept a return despite the customer not otherwise having a legal entitlement to one.
38. Policy Updates
Oz Roller Shutters may update this policy from time to time.
The policy displayed or otherwise provided when an order is placed applies to that order.
A later change will not retrospectively remove rights or impose new obligations on an earlier purchase.
39. Contact Us
For shipping, return or refund enquiries, contact:
Oz Roller Shutters
Phone: 1800 338 699
Email: info@ozrollershutters.com.au
Website: www.ozrollershutters.com.au
Location: Craigieburn, Melbourne VIC 3064, Australia