Shipping & Delivery Policy
1. Order Processing
- Orders are typically processed Monday–Friday (excluding public holidays).
- Once your order is accepted and payment confirmed, we will dispatch the goods within the timeframes shown on the product page or order confirmation email.
2. Shipping Methods & Costs
- Shipping charges are calculated at checkout and depend on your location, product size/weight, and delivery speed.
- You will receive an order confirmation and tracking details once the order has shipped.
- Delivery timeframes provided are estimates only and may vary due to carrier delays.
3. Dangerous Goods / Special Handling
- Some products (e.g., aerosols, flammable goods like certain silicone/adhesives) may require special handling and shipping restrictions. If an item cannot be sent by standard courier, we will contact you to arrange alternative delivery.
4. International Orders
- If available, international shipping options and any associated import duties/taxes will be advised at checkout. These charges are the responsibility of the customer, and delivery timelines may vary due to customs processing.
5. Order Processing
Orders are processed Monday to Friday, excluding public holidays.
Once your order has been accepted and payment has been successfully received, we will dispatch your goods within the timeframe stated on the product page or in your order confirmation email.
Dispatch times are estimates only and may vary depending on stock availability and order volume.
6. Shipping Methods & Costs
Shipping costs are calculated at checkout and are based on factors including:
- Delivery location
- Product size and weight
- Chosen delivery method
Once your order has been dispatched, you will receive confirmation and tracking details (where available).
Estimated delivery times are provided as a guide only and may be affected by courier delays or circumstances beyond our control.
7. Special Handling & Restricted Goods
Some products may require special handling or transport conditions due to their size, weight, or classification.
If an item cannot be shipped via standard courier services, we will contact you to arrange an alternative delivery method or discuss available options.
8. International Orders
Where international shipping is available, delivery options and costs will be displayed at checkout.
Any applicable customs duties, taxes, or import charges are the responsibility of the customer. Delivery timeframes for international orders may vary due to customs processing.
Your Rights Under Australian Consumer Law
We comply fully with the Australian Consumer Law (ACL).
Under the ACL, you are entitled to a repair, replacement or refund if goods:
- Are faulty or unsafe
- Are not fit for their intended purpose
- Do not match their description
These rights cannot be excluded or limited.
Returns for Faulty or Incorrect Items
If you receive a product that is faulty or significantly not as described:
- Contact us as soon as practicable with your order number and details of the issue (photos may be requested).
- We will provide instructions and, where required, a return authorisation.
- Once the item is assessed, we will arrange a repair, replacement or refund in accordance with the ACL.
Where a return is due to a fault or our error, return shipping costs will be covered by us or reimbursed upon proof of postage.
No Returns for Change of Mind
Except where required by law, we do not accept returns or offer refunds for:
- Change of mind
- Ordering the wrong item
- Over-ordering
- No longer requiring the product
This policy applies particularly to trade, building, or consumable products, where resale may not be possible due to handling, storage, safety, or shelf-life considerations.
Return Conditions
Where a return is approved, the following conditions apply:
- Items must be unused and in original condition
- Packaging must be original and unopened
- Proof of purchase is required
- You must contact us before returning any items
Unapproved or unsolicited returns may not be accepted.
Discretionary Exchanges or Credits
At our discretion only, and where permitted by law:
- We may offer a store credit or exchange in limited circumstances
- Any store credit issued is non-transferable and not redeemable for cash
This is not a legal obligation.
Shipping Costs
- Original shipping charges are non-refundable, unless the return is due to a fault or our error
- Where a discretionary return is approved, the customer is responsible for return shipping costs
Non-Returnable Items
Certain items cannot be returned for change of mind or resale due to their nature, including:
- Opened or used goods
- Custom or special-order products
- Items restricted due to safety, hygiene, or product classification
Timeframes & Notifications
- Faulty or incorrect items should be reported as soon as reasonably practicable, and generally within 30 days of delivery
- We will acknowledge return requests within 5 business days
- Approved refunds are processed within 10 business days of receiving the returned goods
Contact Us
For shipping, returns or refund enquiries, please contact:
Paines
Address: 58 Watsonia Road, Watsonia,VIC 3087