Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These guarantees protect many business purchases as well as personal ones. Goods must be of acceptable quality, match their description, and be fit for any purpose you told us about before buying. If they are not, you are entitled to a remedy, and nothing in this policy or our terms of trade takes that away.
Independent guidance is available from the ACCC and NSW Fair Trading.
Faulty or damaged goods
If something we supplied is faulty or arrives damaged, tell us as soon as you notice. The sooner we know, the sooner we can fix it and the easier it is to work out what went wrong.
- We will arrange collection or replacement at our cost. You do not pay freight to return faulty goods.
- Where the problem is a major failure, you choose a replacement or a refund.
- Where it is not a major failure, we will replace the goods or, if that is not possible, refund or credit you.
- Please keep the goods and their packaging until we have seen them or photos of them, and do not keep using a product that looks faulty, particularly a chemical.
Incorrect or short deliveries
Please check each delivery against the docket. If something is missing, is not what you ordered, or is the wrong quantity, tell us within 36 hours of delivery.
- We will deliver what is missing and collect anything sent in error, at no cost to you.
- If you would rather keep goods sent in error, we can invoice them instead.
- We may not be able to confirm a shortage reported after 36 hours, because by then the delivery has usually been unpacked and mixed with other stock. We will still look into it. This time limit does not apply to faulty goods.
Change of mind
The law does not require a refund when you simply no longer need something, but we will usually accept a change-of-mind return if:
- you ask within 3 days of delivery;
- the goods are unopened, unused and in their original packaging, in a condition we can sell again; and
- they are not on the list in the next section.
A restocking fee of up to 25% of the price may apply, and you pay the cost of returning the goods to our warehouse. We will tell you the fee before you send anything back.
What we cannot take back for change of mind
Unless they are faulty, we cannot accept change-of-mind returns of:
- opened sleeves, cartons or packs;
- branded, custom-printed or made-to-order goods;
- items we ordered in specially for you because we do not normally stock them;
- opened chemicals; and
- anything that can no longer be sold hygienically, such as unsealed gloves or food-contact packaging.
How to start a return
Call us on 02 7813 2555 or email sales@ozihp.com.au with:
- your business name and the invoice or order number;
- the product, and how many are affected;
- what is wrong, with a photo if the goods are faulty or damaged.
Please wait for us to confirm before sending anything back, so we can match the return to your account and arrange collection where we are paying for it.
How refunds and credits are paid
Once we have the goods back, or have agreed that we do not need them, we will issue a credit note. Account customers can have it applied to their account or ask for it to be refunded. Other customers are refunded using the method they paid with.
A credit or refund for goods that were faulty or sent in error is for the full price including GST and any delivery charge for those goods. For a change-of-mind return, it is the price paid less any restocking fee we agreed with you.