Shipping & Returns Policy
This policy is intended to provide a simple guide to shipping, damaged or faulty goods and returns. It should be read together with Total Image Supplies’ Terms and Conditions. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law.
1. Shipping and delivery
We deliver to addresses within Australia using freight and courier providers selected according to the size, weight, value and destination of the order. Available delivery options and charges will be shown or advised before an order is confirmed where practicable.
Delivery dates and transit times are estimates only. We will take reasonable steps to meet estimated delivery dates, but delays can occur due to carriers, stock availability, weather, supply-chain disruption or other circumstances outside our reasonable control.
Please ensure the delivery address and contact details supplied with your order are correct. Additional reasonable freight, redelivery or storage costs may apply if delivery cannot be completed because incorrect details were provided or no one is available to receive goods where attendance is required.
For consumer purchases where Total Image Supplies arranges the carrier, risk remains with Total Image Supplies until the goods are received by you, unless you arrange or nominate your own carrier.
2. Check your delivery
Please check your order as soon as reasonably practicable after delivery. If anything is missing, visibly damaged, incorrect or does not match what you ordered, contact us promptly with your order or invoice number and, where helpful, photographs of the packaging and goods.
We ask customers to report obvious delivery issues within 7 days where reasonably practicable so we can investigate quickly with the carrier. This 7-day request does not limit any rights you may have under the Australian Consumer Law.
3. Faulty, damaged or incorrectly supplied goods
If goods are faulty, damaged, unsafe, not as described or otherwise fail to meet an applicable consumer guarantee, please contact Total Image Supplies. We may ask for information reasonably necessary to assess the issue.
Where the Australian Consumer Law applies, the remedy depends on the circumstances and whether the failure is major or minor. For a major problem with goods, a consumer may be entitled to choose a refund or replacement. For a minor problem, we are generally entitled to provide a repair within a reasonable time. Other rights, including compensation for reasonably foreseeable loss or damage, may also apply.
Where the law requires Total Image Supplies to bear reasonable return, collection or transport costs for faulty goods, we will do so. Please contact us before arranging significant return freight so we can organise the appropriate process.
4. Change-of-mind returns
Total Image Supplies is not required to accept a return simply because a customer changes their mind, orders the wrong item, finds the item cheaper elsewhere or no longer requires it.
However, at our discretion, we may agree to accept a return of non-defective stock items. Approval must be obtained from Total Image Supplies before the goods are returned. Where a discretionary change-of-mind return is approved, the goods must be unused, complete, in resalable condition and, where reasonably possible, in their original packaging.
A handling fee of up to 15% of the value of the returned goods plus applicable freight costs may apply to an approved change-of-mind return. These conditions apply only to discretionary change-of-mind returns and do not limit rights relating to faulty or non-compliant goods under the Australian Consumer Law.
5. Special-order, custom and non-stock items
Goods made, configured or ordered specifically for a customer, and non-stock items sourced specifically for an order, generally cannot be cancelled or returned for change of mind once production has commenced or the order has been placed with our supplier.
This does not affect any rights or remedies that apply if the goods are faulty, damaged, not as described or otherwise fail to meet an applicable consumer guarantee.
6. How to request a return
Before returning goods, please contact Total Image Supplies and provide your order or invoice number, the item you wish to return and the reason for the return. For a fault or damage claim, photographs or other information may help us assess the issue quickly.
Please do not send large, fragile or high-value equipment back without first contacting us so we can confirm the safest return or collection arrangements.
7. Refunds
Where a refund is required or approved, it will generally be processed using the original payment method where reasonably practicable. Processing times can vary depending on the payment provider or financial institution.
Refunds for change-of-mind returns, where accepted, may be reduced by an approved handling fee and applicable freight costs. No such deduction will be made where doing so would be inconsistent with the Australian Consumer Law.
8. Contact us
For shipping, delivery or return enquiries, contact Total Image Supplies using the contact details published on our website.
Total Image Supplies Pty Ltd
ABN 22 600 452 864
164 Christmas Street, Fairfield VIC 3078
info@totalimagesupplies.com.au
1300 768 015