Shipping policy
Deluxe Detail ("we" and "us") operates the online store at shop.deluxedetail.com.au ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
We currently offer $9 flat rate standard shipping for all orders under 5kg. For packages above 5kg, shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
2.1 'Free Shipping' Offer
Free Shipping is valid for Australian customers only and covers orders with a combined cart value of $150 or over and under 10kg total weight. It is not available to remote destinations, which include the Northern Territory, remote Western Australia, and far north and western Queensland; those addresses are quoted live Australia Post rates at checkout instead. Our 5 litre chemicals ship within Australia only and cannot be sent to New Zealand or internationally. A single 5 litre bottle weighs around 5.4kg, which is over the 5kg limit for the $9 flat rate, and shipping on 5 litre items is calculated separately from the rest of your cart, so their value does not combine with your other items toward the $150 threshold.
3. Returns
Our full returns, refunds and warranty terms are set out in our Return and refund policy. In summary:
3.1 Change of mind. Within 30 days of receiving your order, unused and in resellable condition, in its original packaging. You arrange and pay for the return postage. We refund the value of the goods returned, not the original shipping you paid.
3.2 Faulty, damaged or the wrong item. We pay the return postage and you choose between a refund and a replacement.
3.3 Warranty claims. Submit a claim within 90 days of receiving the item. Pre-pay the return postage and we reimburse you once the claim is accepted. We process claims within 7 days of the item reaching us, and you then choose between a refund to your payment method, store credit, or a replacement if we have stock. The 90 days is our own commitment and does not limit your rights under the Australian Consumer Law.
3.4 Your consumer guarantees. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under it.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 Dispatch Times
Orders placed before 11 AM - AEST (UTC+10) will be dispatched the same day, otherwise, within the next business day.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Deluxe Detail will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using Australia Post. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will contact you first. You choose whether to wait for it to be restocked or to have that item refunded while we dispatch the rest of your order.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Deluxe Detail encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Deluxe Detail at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order
has already been dispatched, please refer to our refund policy.
9. Insurance
We do not buy extra transit cover from Australia Post, but that does not leave the risk with you. If your parcel has been lost or damaged, please contact us so we can investigate.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at admin@deluxedetail.com.au.