- Where we deliver
- Dispatch times
- Freight charges
- Chemicals & dangerous goods
- Receiving your order
- Click & collect
- Lost or damaged in transit
- Faulty goods
- Change of mind returns
- Cancelling an order
- Refunds
Where we deliver
We deliver Australia-wide from our warehouse in Jandakot, Western Australia. Most orders travel by courier; large or heavy items such as skids, tanks, reels and machines travel by pallet freight. Some remote and island destinations are limited to certain carriers or services, and a small number of products cannot be sent to some destinations at all (see chemicals and dangerous goods). If checkout cannot return a rate for your address, contact us and we will quote it manually.
We do not ship outside Australia through the website. If you are overseas, contact us for a quote; import duties and taxes in the destination country are your responsibility.
Dispatch times
In-stock items ordered on a business day are normally picked and dispatched within 1 to 2 business days. Orders that include cut-to-length hose, assembly or a special-order item take longer, and we will tell you the expected dispatch date when we confirm the order.
Transit times depend on the carrier and destination. As a guide, metropolitan Perth is usually next business day after dispatch, regional Western Australia 2 to 5 business days, and the eastern states 3 to 8 business days by road. These are estimates given in good faith, not guarantees. If a delay is significant we will let you know, and if we cannot supply within a reasonable time you can cancel the affected items for a full refund.
Freight charges
Freight is quoted live at checkout from the carriers' current rates for your delivery address and the packed size and weight of the goods, so the price you see is the price you pay. If live rates are unavailable, checkout shows a flat rate and we will contact you if the actual freight differs materially before dispatching.
Items marked freight-only cannot be paid for online. We will quote pallet freight to your address and confirm the total with you before the order is accepted.
Chemicals and dangerous goods
Sodium hypochlorite, many surfactants and some other chemicals are classed as dangerous goods. They:
- travel by road only and never by air, so transit times to distant destinations are longer;
- are packed and consigned separately from general freight, which is why they may arrive as a separate parcel or on a different day;
- cannot be delivered to some destinations or by some carriers, in which case checkout will not offer a rate and we will suggest an alternative;
- must be received by an adult who can sign for them and store them safely.
Safety data sheets are available for every chemical we sell. Ask us if you need one before ordering.
Receiving your order
Please inspect your order when it arrives, before signing for it where you can. If a carton is crushed, wet or open, or a pallet has been disturbed, note it on the driver's device or docket. This makes a transit claim far easier to resolve.
If you give the carrier an authority to leave goods unattended, the goods are at your risk once they are left at the address. We recommend a delivery address where someone can receive the goods, particularly for chemicals and high-value items.
If a delivery is attempted and fails because nobody is available and no authority to leave was given, the carrier will usually card the address and hold the goods for collection or redelivery. Redelivery or return-to-sender fees charged by the carrier because of an incorrect address or a missed delivery may be passed on to you.
Click & collect
Choose click & collect at checkout and there is no delivery charge. We will let you know when your order is ready, usually the same or next business day for in-stock items. Collect from Unit 5 / 100 Prinsep Road, Jandakot, Monday to Thursday 8:00 to 16:00, or Friday by appointment. Bring your order number.
Please collect within 14 days of being told the order is ready. Orders left longer may be returned to stock and refunded, less any change-of-mind restocking fee that applies, or stored at your cost by arrangement.
Lost or damaged in transit
If your order arrives damaged, is missing items, or does not arrive at all, tell us as soon as you can by phone or email with your order number and, for damage, photographs of the goods and packaging. Carriers only accept claims from us inside a short window, so please contact us:
- within 3 business days of delivery for damaged goods or items missing from a package;
- within 21 days of the dispatch date on your invoice for a consignment that has not arrived.
Where we arranged the delivery, we will repair or replace the goods or refund what you paid for them, including the freight on the lost or damaged items, at our option. Please keep the damaged goods and packaging until we tell you whether the carrier needs to inspect them. If you contact us outside these windows we will still do what we reasonably can, but it may not be possible to recover the loss from the carrier.
Where you arrange your own carrier, the goods are at your risk from the time we hand them over, and any transit claim is between you and that carrier.
Faulty goods
Goods that are faulty, not as described or not fit for their purpose are covered by the consumer guarantees in the Australian Consumer Law, and by the manufacturer's warranty where one applies. You do not pay a restocking fee, and we cover the reasonable cost of returning a faulty item. Our Warranty Policy explains how to make a claim and what to expect.
Change of mind returns
We understand that a fitting turns out to be the wrong thread or a nozzle the wrong size. We accept change-of-mind returns on most stocked items on these conditions:
- Contact us first within 30 days of delivery with your order number and the items you want to return. We will give you a return authorisation number and the return address. Please write the number on the outside of the parcel.
- Goods must be unused and in as-new condition, in their original undamaged packaging, with all parts, fittings, manuals and accessories. Items that have been fitted, run, or have had chemical through them are not as-new.
- Return freight is at your cost and risk. We recommend a tracked service. The original delivery charge is not refunded.
- A restocking fee applies. 15% of the price of the returned goods for stocked items, reflecting our costs of receiving, inspecting and restocking them. Custom and special-order items, including built-to-order skids and systems, cut-to-length hose and items ordered in specifically for you, attract a fee of up to 55%, because most of that cost cannot be recovered by reselling them. If returned goods need parts or labour to bring them back to as-new condition, that cost is added.
- Some items cannot be returned for change of mind: chemicals and any consumable once opened, cut-to-length hose, items that cannot be resold for safety or hygiene reasons, and hire equipment.
Whether to accept a change-of-mind return is our decision, made reasonably, once we have received and inspected the goods. None of this affects your rights for faulty goods under the Australian Consumer Law.
Cancelling an order
You can cancel an online order of stocked goods free of charge at any time before it is dispatched. Call us, as email can be missed while an order is being picked. Once dispatched, the order is treated as a change-of-mind return.
Custom builds and special orders cannot be cancelled without cost once we have started to procure or build them. Our Terms & Conditions explain how deposits are treated if a custom order is cancelled.
Refunds
Refunds are made to the payment method used for the order, normally within 5 business days of our accepting the return or approving the claim. Card refunds can take a further few business days to appear depending on your bank. Trade account customers are refunded by credit note unless they ask for a payment.
Contact
- Phone
- 0499 755 001
- david@allwestsoftwash.com.au
- Warehouse
- Unit 5 / 100 Prinsep Road, Jandakot WA 6164 · Mon–Thu 8:00–16:00, Fri by appointment