Steel Power Shelving Refund, Return and Warranty Policy
At Steel Power Shelving, we are committed to providing reliable products and professional customer service. If you experience an issue with your purchase or wish to request a return, please review the following policy carefully.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to customers under the Australian Consumer Law or other applicable legislation.
Any timeframes, packaging requirements, inspection procedures or return conditions stated in this policy do not limit any rights that customers may have under applicable consumer law.
Quality Concerns and Faulty Products
We take the quality of our products seriously.
If you believe that your product is faulty, damaged or does not meet reasonable quality standards, please contact our customer service team as soon as possible and, where practical, within 5 days of receiving your order, so that we can investigate the matter promptly.
This 5-day notification period does not limit any rights you may have under the Australian Consumer Law.
Depending on the nature of the issue, Steel Power Shelving may request photographs, videos, proof of purchase, product details, packaging photographs or other reasonable evidence to assist with the assessment.
Where appropriate, we may arrange an inspection, repair, replacement, exchange or refund in accordance with the circumstances and applicable consumer law.
Minor cosmetic wear, minor surface marks or reasonable manufacturing variations that do not materially affect the functionality, structural integrity or safe use of the product will not ordinarily be considered a manufacturing defect.
Product Assessment
Steel Power Shelving reserves the right to inspect and assess any product reported as faulty, damaged or defective before determining the appropriate remedy.
Where required, the product may need to be returned to us or inspected before a repair, replacement, refund or other remedy can be approved.
If the issue is determined not to be caused by a manufacturing defect, reasonable inspection, collection, delivery, repair or call-out charges may apply.
Environmental Conditions, Moisture and Rust
Unless specifically stated as stainless steel or expressly advertised as suitable for a particular environment, Steel Power Shelving products are primarily designed for use in dry, indoor and well-ventilated environments.
Non-stainless-steel products should not be exposed to:
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rain or direct weather exposure;
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standing water;
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excessive moisture;
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prolonged humidity;
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condensation;
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salt air;
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chemicals; or
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other corrosive environments.
Rust, corrosion, oxidation, coating deterioration, discolouration or other damage resulting from environmental exposure, improper storage, inadequate maintenance or failure to reasonably care for the product is not considered a manufacturing defect.
Warranty coverage does not apply to damage caused by unsuitable environmental conditions, except where the customer is otherwise entitled to a remedy under the Australian Consumer Law.
Incorrect Use, Overloading and Improper Assembly
Products must be assembled, installed and used in accordance with the supplied instructions and advertised product specifications.
Warranty coverage does not apply to damage resulting from:
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exceeding the stated load capacity;
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uneven or inappropriate loading;
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incorrect assembly or installation;
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modification of the product;
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removal or alteration of structural components;
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use of incompatible parts, accessories or components;
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impact, misuse, abuse or negligence;
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improper relocation of an assembled product; or
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use of the product for a purpose for which it was not designed.
Advertised load capacities assume that the product has been correctly assembled, placed on a suitable and level surface, and used in accordance with the applicable instructions.
Normal Wear and Tear
Reasonable wear and tear arising from normal use is not considered a manufacturing defect.
This may include minor scratches, scuffs, coating wear, surface marks or other minor deterioration that occurs through ordinary use and does not materially affect the functionality, structural integrity or safe use of the product.
Cosmetic and Manufacturing Variations
Minor differences in colour, finish, texture, dimensions, alignment or appearance may occur between production batches.
Reasonable manufacturing tolerances and minor cosmetic variations that do not materially affect the functionality or safe use of the product will not ordinarily be considered manufacturing defects.
This does not affect any rights available under the Australian Consumer Law.
Non-Quality Related Returns / Change of Mind
If you wish to return a product for reasons unrelated to product quality, including change of mind, incorrect size selection or other non-fault-related reasons, the following conditions apply:
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The return request must be made within 7 days of delivery or purchase.
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The product must be unused, unassembled and in resalable condition.
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The product must be returned in its original packaging with all parts, accessories and manuals included.
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An original receipt, invoice or other proof of purchase must be provided.
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Customers are responsible for all return transportation costs.
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Original delivery or shipping charges are non-refundable.
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Approved change-of-mind returns are subject to a 30% restocking and processing fee.
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Steel Power Shelving will refund 70% of the eligible product purchase price once the returned items have been inspected and approved.
If the product is not returned in suitable resalable condition, Steel Power Shelving may refuse the change-of-mind return or apply additional deductions where reasonable.
These conditions apply to voluntary change-of-mind returns only and do not limit any rights relating to faulty products under the Australian Consumer Law.
Return Shipping and Collection
If an order has already been dispatched and the customer wishes to cancel or return it for a non-fault-related reason, the customer is responsible for arranging and paying for the return freight.
If Steel Power Shelving arranges collection on the customer's behalf, the applicable collection or freight fee will be deducted from the refund amount.
Please note that website delivery charges may be promotional and may not reflect the actual cost of collection or return freight.
The actual collection fee will depend on the location, product size, quantity and freight requirements.
Failed Collection and Redelivery
Where Steel Power Shelving arranges an agreed collection, inspection, repair or redelivery and the customer or product is unavailable at the agreed time, a reasonable reattendance, collection or redelivery fee may apply.
Customers are responsible for ensuring that returned products are reasonably accessible, safely packed where required and ready for collection at the agreed time.
Shipping Errors, Missing Parts and Damaged Items
If you receive an incorrect item, missing parts or a product that appears to have been damaged during transportation, please contact us as soon as possible and preferably within 5 days of delivery.
Please provide:
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your order number;
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a clear description of the issue;
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photographs of the overall product;
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photographs of the affected or damaged area;
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photographs of the external packaging;
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photographs of the shipping label; and
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any other relevant evidence.
Where possible, please retain the original packaging until the issue has been assessed.
Damage caused after delivery by incorrect handling, storage, assembly, transportation, modification, misuse or third parties is not considered transit damage or a manufacturing defect.
Unboxing Video
We strongly recommend recording a continuous and unedited unboxing video from the time the sealed packaging is opened, particularly for larger items or freight-delivered orders.
The video should clearly show:
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the sealed outer carton;
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the shipping label;
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the condition of the packaging;
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the unpacking process; and
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the condition of all parts and components.
An unboxing video and clear photographs can assist us in determining whether damage occurred during transportation, handling or after delivery and may help us resolve your claim more quickly.
Failure to provide an unboxing video does not automatically exclude any rights or remedies that may apply under the Australian Consumer Law.
Sale, Promotional and Clearance Items
Sale, promotional and clearance products are not eligible for change-of-mind returns, unless otherwise agreed in writing by Steel Power Shelving.
This does not exclude or limit any rights available to customers where a product fails to meet a consumer guarantee under the Australian Consumer Law.
Where a specific defect, cosmetic issue or condition was clearly disclosed before purchase, the customer may not be entitled to a remedy in relation to that disclosed issue. However, rights relating to any separate or undisclosed fault remain unaffected.
Order Changes and Cancellations
If you need to change or cancel your order, please contact us as soon as possible.
If the order has not yet been dispatched or scheduled for collection, we may be able to modify or cancel the order.
Where applicable, cancellations may be subject to a 3% payment processing fee.
Once an order has been dispatched, collected by the freight carrier or otherwise entered the delivery process, cancellation may no longer be possible and the return will instead be handled under the applicable return conditions set out in this policy.
Refund Process
Approved refunds will normally be processed using the same payment method used for the original purchase.
Refund processing generally takes approximately 2–5 business days, although actual processing times may vary depending on the customer's bank, financial institution or payment provider.
For approved change-of-mind returns, applicable restocking fees, return freight charges, collection charges or other agreed charges may be deducted from the refund amount.
No deduction will be made where doing so would be inconsistent with the customer's rights under the Australian Consumer Law.
How to Make a Return or Warranty Claim
To request a return, repair, replacement or warranty assessment, please contact our customer service team and provide:
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Your order number or proof of purchase.
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A clear description of the issue or reason for return.
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Clear photographs showing the product and any relevant issue.
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Packaging photographs where relevant.
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An unboxing video, where available.
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Any other information reasonably requested to assist with the assessment.
Please do not dispose of the product, components or packaging while the matter is being assessed unless instructed by our customer service team.
Contact Us
For returns, warranty claims or general enquiries, please contact:
Email: admin@steelpowergroup.com.au
Phone: 0466 787 593
Our customer service team will assist you with the next steps.
Policy Changes
Steel Power Shelving reserves the right to update or amend this policy from time to time.
Any changes will take effect once published on our website.
Changes to this policy do not affect any rights that customers may have under applicable law in relation to purchases already made.