Last Updated: January 2026
1. Delivery Policy
1.1 Dispatch Timeframes
We aim to dispatch all in-stock orders within 1–2 business days of receiving cleared payment. Orders requiring assembly, custom configuration, or items temporarily out of stock may take up to 5 business days or longer.
If a delay occurs and we cannot dispatch within a reasonable time, we will contact you to discuss options, including a full refund if required.
1.2 Delivery Methods & Carriers
Deliveries are completed using reputable third-party carriers such as Australia Post, Toll, StarTrack, TNT, or equivalent freight partners.
While we take reasonable steps to ensure timely delivery, Dandenong Wheels & Castors cannot guarantee delivery times or accept liability for delays once goods are collected by the carrier.
1.3 Flat-Rate & Regional Shipping
Flat-rate delivery applies only to metropolitan areas within Australia. Regional, rural, or remote areas may incur additional freight costs. If applicable, we will contact you for approval before dispatch.
1.4 Delivery Restrictions
We currently ship within Australia only. International shipping is available upon request.
1.5 Bulky or Oversized Items
Some products are "big and bulky" and may require forklifts, tail-lift trucks, or other equipment for safe handling. We will contact you prior to dispatch to confirm delivery suitability and access.
1.6 Delivery Address Requirements
All online orders are shipped with Authority to Leave (ATL) by default. The driver may leave the parcel without a signature.
Please note:
- Once scanned "Left at premises" or "Delivered," Dandenong Wheels & Castors accepts no responsibility for loss, theft, or damage
- The delivery location must be safe and accessible for unattended delivery
- If the carrier deems it unsafe, the parcel may be redirected to a depot, collection point, or post office
Customers may request Signature on Delivery.
1.7 Risk & Title
Risk passes on delivery to the nominated address or upon carrier collection. Ownership passes only after full payment is received.
1.8 Carrier Delays & Investigations (Late Deliveries)
If your order is delayed while with a third-party carrier, you must allow a minimum of 7 business days for an investigation. This allows us to liaise with the carrier, trace the consignment, and provide a resolution.
Most investigations finish within 1–3 business days, but 7 days sets realistic expectations and covers carrier processing.
During the investigation we may pause reshipments or refunds until the carrier confirms status, unless required under the ACL.
Once complete, we will action redelivery, replacement, or refund as appropriate.
2. Refund & Return Policy
2.1 Change of Mind or Incorrect Orders
You may return within 30 days if:
- The item is unused, unmodified, and resaleable
- All packaging, accessories, and documentation are intact
- You arrange and pay for return freight
A restocking fee up to 25% may apply. Refunds are processed to the original payment method within 7–10 business days after inspection.
2.2 Faulty or Damaged Products
If a product is defective, damaged, or fails during normal use, contact us within 7 days of receipt or upon first noticing the fault. We will provide return/assessment instructions.
Include:
- Proof of purchase
- All original parts, accessories, and documentation
Assessment outcomes:
- Manufacturing defect confirmed: repair, replacement, or refund at no cost
- No fault found: return and redelivery costs charged to you
2.3 Exclusions
The following are not covered:
- Misuse, incorrect installation, or modification
- Accident, neglect, or unauthorised repairs
- Normal wear and tear
No other returns will be accepted except where required by law.
2.4 Consumer Guarantees
Under the Australian Consumer Law you are entitled to:
- A replacement or refund for a major failure
- A repair or replacement for non-major failures
- Compensation for reasonably foreseeable loss or damage
3. Warranty Policy
3.1 Warranty Coverage
Unless otherwise specified by the manufacturer, all products are covered by a 12-month warranty from the date of purchase for manufacturing faults and defects.
Not covered:
- Misuse, abuse, neglect
- Normal wear and tear
- Impact, overloading, environmental exposure
- Unauthorised repairs, alterations, or modifications
Any attempt to dismantle or alter a product voids the warranty.
3.2 Proof of Purchase
A valid tax invoice or order confirmation is required for all claims. Without proof of purchase, a claim may be refused.
3.3 Warranty Process
Contact [email protected] for warranty authorisation.
Ship or return the product (at your cost) to the provided address. We or the supplier will assess within a reasonable timeframe.
If a manufacturing defect is confirmed, we will:
- Repair the product; or
- Replace it with a new or refurbished item; or
- Issue a refund if repair/replacement is not possible
Return freight for repaired or replaced items will be pre-paid by us.
3.4 Major Failures
For a major failure under the ACL you may choose a replacement or refund. We comply with the Competition and Consumer Act 2010 (Cth) and Fair Trading (Victoria).
3.5 Refurbished Replacements
Repairs may be fulfilled with a refurbished unit of the same type and specification.
3.6 Third-Party Warranties
Some products are covered directly by the manufacturer or supplier. Where this applies, terms may differ. We will assist with contact or submission if required.
4. Consumer Guarantees & Your Rights
4.1 Your Rights Under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You have the right to:
- A replacement or refund for a major failure
- A repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure
- Compensation for any other reasonably foreseeable loss or damage resulting from a failure
4.2 What is a Major Failure?
A major failure occurs when:
- The product has a problem that would have stopped someone from buying it if they'd known about it
- The product is significantly different from the description, sample, or demonstration model
- The product is substantially unfit for its common purpose and can't easily be fixed within a reasonable time
- The product is unsafe
4.3 Change of Mind vs Consumer Rights
Change-of-mind returns are subject to our discretion and conditions outlined in Section 2.1. However, your consumer guarantee rights always apply regardless of our return policy.
4.4 Making a Claim
To exercise your consumer rights, contact us at [email protected] with:
- Proof of purchase
- Description of the fault or issue
- Photos (if applicable)
We will assess your claim and respond within a reasonable timeframe in accordance with the ACL.
5. Contact
For any questions or clarification regarding these Terms & Conditions, please contact:
Email: [email protected]
Address: 310 South Gippsland Highway, Dandenong South VIC, 3175
Phone: (03) 9792 3949
Business Hours: Monday–Friday, 8:00 AM – 4:30 PM (AEDT)