Returns & refunds

Your rights come first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page limits those rights. Where anything below conflicts with the Australian Consumer Law, the law applies.

These guarantees generally apply to goods costing less than $100,000, whether you buy as a business or as a consumer. [confirm] The ACL excludes goods acquired for re-supply, or to be used up or transformed in producing or repairing other goods. For a trade supplier that carve-out is genuinely fiddly and depends on your customer mix — get advice before relying on it, and do not state it more broadly than the law allows.

Major and minor failures

The remedy depends on how serious the problem is.

Major failure

A failure is major when, for example, the goods:

• have a problem that would have stopped you buying them had you known about it;
• are significantly different from the description or sample;
• are substantially unfit for their normal purpose and cannot easily be made fit; or
• are unsafe.

For a major failure you choose between a refund and a replacement. You can also keep the goods and ask for compensation for the drop in value.

Minor failure

For a problem that is not major, we may choose to repair the goods within a reasonable time rather than refund or replace them. If we take too long, you can have the problem fixed elsewhere and recover reasonable costs from us, or reject the goods.

Change of mind

The Australian Consumer Law does not require a refund for change of mind, incorrect ordering, or a part you no longer need. We accept these returns as a courtesy, on these conditions:

• Within [confirm] days of purchase — 14 or 30 days are both common.
• Goods unused, in original undamaged packaging, and in resaleable condition.
• Proof of purchase — an invoice or docket.
• A restocking fee of [confirm] may apply. If you charge one, it must be disclosed before purchase, and it can never be applied to a return made under a consumer guarantee.

Change-of-mind returns are not accepted on:

• Custom fabrication. Sheetmetal made to your drawing or measurements is produced for you alone and cannot be resold.
• Cut-to-length or specially ordered items brought in on your behalf.
• [confirm] Any other category — for example items sold as clearance. Note that "no refunds on sale items" is not lawful if the item has a consumer guarantee failure; the exclusion can only ever apply to change of mind.

Faulty or damaged goods

• Check your goods on delivery or collection and tell us about damage or shortages promptly.
• Contact us on 07 3073 1628 or sales@totalstoresolutions.com.au with your invoice number and, where possible, a photo.
• We will assess the fault, and where the goods are a manufactured product we may refer the claim to the manufacturer. We will manage that process for you.
• You do not need original packaging to claim a consumer guarantee, and we cannot require it.

Fabrication work

Services also carry consumer guarantees — they must be provided with due care and skill, and be fit for the purpose you told us about. If our workmanship is defective we will remake or repair the item.

Where an item is made correctly to a drawing you supplied and the drawing was wrong, that is not a workmanship failure. We will always quote to rework it.

How to return something

1. Call the trade counter or email us with your invoice number and what is wrong.
2. We will confirm whether to bring the item in or arrange collection.
3. Bring the goods and your proof of purchase to 7 Angel Rd, Stapylton QLD 4207.
4. Approved refunds are made to the original payment method, or credited to your trade account. [confirm] State your processing timeframe.

Where a return is due to a consumer guarantee failure, we cover the cost of returning the goods. For change-of-mind returns, freight is at your cost.

If you are not happy with the outcome

Ask to speak with the manager at the branch. If we still cannot resolve it, you can contact the Australian Competition and Consumer Commission at accc.gov.au, or the Queensland consumer protection agency [confirm — Office of Fair Trading Queensland].

Contact

Total Store Solutions Pty Ltd
7 Angel Rd, Stapylton QLD 4207
07 3073 1628
sales@totalstoresolutions.com.au
Mon–Fri 7:00–16:30