Shipping, Returns and Warranty Policy
Effective Date: [1 October 2025]
ACCESS & CO.
At ACCESS & CO., we are committed to providing a seamless experience from purchase through to delivery. The policy outlines everything you need to know about our orders, payments, shipping, delivery, pickup, cancellations, refunds, returns, and warranty processes.
1. Orders and Payments
· Orders with our suppliers and distributors are only placed once full payment has been received and cleared.
· Prior to payment, we confirm all product details with you to ensure compliance, accuracy and to avoid costly errors.
· ACCESS & CO. reserves the right to accept, decline or cancel any order at our discretion
· Upon order confirmation, you will receive an email containing your official receipt, product specifications, installation guidelines, applicable manufacturer warranties, and pickup or delivery instructions.
2. Shipping and Order Processing
· Once full payment is confirmed, your order will be processed and dispatched to your nominated delivery address or designated pickup location on the scheduled date.
· Delivery timeframes are estimates only and may vary due to supplier or courier delays beyond our control. ACCESS & CO. is not liable for such delays.
· Delivery or pickup options will be confirmed during checkout or upon order confirmation. Delivery dates are scheduled individually based on stock availability and supplier delivery routes.
3. Delivery and Pickup
· For pickup orders, customers must collect their orders on the agreed date. Failure to do so may result in storage fees, restocking fees, or cancellation of the order without refund.
· If the delivery location is inaccessible, incorrect, or unattended at the agreed time, re-delivery fees may apply.
· Risk in the goods passes to you upon delivery or pickup, so please ensure delivery and pickup details are accurate at the time of ordering.
· We use trusted delivery partners; however, ACCESS & CO. cannot be held responsible for delays once goods have been dispatched.
4. Cancellation Policy
· You may request to cancel your order before it has been dispatched by contacting us as soon as possible. Cancellation requests are subject to approval and may not be possible if the order is already in processing or shipping stages. Once dispatched, orders cannot be cancelled.
· Any approved cancellations before dispatch may incur cancellation fees or restocking charges. Please contact us immediately if you wish to cancel your order.
5. Refunds Policy
· Refunds are only available in accordance with our Returns Policy and Australian Consumer Law.
· Refunds will be processed using the original payment method after approval.
· Change-of-mind refunds are not accepted.
· Refunds for damaged, faulty, or incorrect items will be handled as per the Returns and Damaged Items section below. Please allow reasonable time for refund processing after approval.
6. Returns & Damaged Items
At ACCESS & CO. we take every measure to ensure your order arrives in perfect condition and meets your expectations.
· Please inspect your order promptly upon delivery or pickup-ideally within three business days.
· Any damaged, faulty, or incorrect items must be reported to us within three business days of delivery or pickup. While we recommend this timeframe to facilitate quick resolution, your statutory consumer rights under Australian Consumer Law remain unaffected if issues are reported later.
· If you discover any damage or discrepancies, please contact us by phone first. Photo evidence and proof of purchase may be requested to assist with your claim.
· ACCESS & CO. will coordinate with the relevant supplier or distributor to resolve any issues promptly. For pickups or exchanges, a fee of $100 applies unless the return is due to an error on our part. All returned items must be in a reasonable condition, with all parts included and free from damage or scratches.
7. Change of Mind and Return Conditions
· ACCESS & CO. does not accept returns due to change-of-mind or where incorrect information was provided after order confirmation.
· All orders are confirmed directly with you prior to payment to ensure product accuracy and compliance with Australian Standards AS1428.1.
· Returned items must be unused, in their original packaging, and in resellable condition.
· Returns will not be accepted for products damaged due to installation errors, modifications, or misuse.
· If you are unsure about product compliance, suitability, or delivery timelines, please contact us before placing your order.
· Approved refunds will be processed using the original payment method.
· ACCESS & CO. reserves the right to assess return requests on a case-by-case basis.
8. Warranty
At ACCESS & CO., we take pride in offering high-quality products and bundles designed for both compliance and convenience.
· All products sold by ACCESS & CO. are backed by the original manufacturer’s warranty, with a standard warranty of one year on all products and five years on ceramic items. Warranty covers replacement of products only: plumber or installation expenses are not covered. Written warranties are a guide only, and we review claims individually to ensure fair resolution.
· Warranty claims must be made directly with the product manufacturer or their authorised representative. ACCESS & CO. does not process warranty repairs or replacements on behalf of manufacturers.
· Please keep your invoice, receipt, and any warranty documents safe, as these are required to make any warranty claim. If you have misplaced these documents, please contact us for assistance in retrieving them.
· This warranty policy operates alongside your rights under the Australian Consumer Law (ACL), which entitles you to remedies such as repair, replacement, or refund where applicable.
9. Contact Us
For further assistance regarding orders, payments, shipping, delivery, pickup, cancellations, refunds, returns, or warranty matters, please reach out via our Contact Us page. We’re here to help you get it right from start to finish.
ACCESS & CO.
OnCode.OnTime.