Returns & Refunds Policy

Overview

This policy explains two separate things. First, the voluntary change-of-mind return period that AAD Logistics PTY offers on eligible products. Second, your rights under the Australian Consumer Law when a product is faulty, unsafe or not as described. The voluntary return period is offered in addition to those rights and never replaces them.

To start any return or refund request, email sales@aadlogisitcsau.com with your order number. Do not send a unit back or arrange transport before we have authorised the return in writing.

Change-of-mind returns

We offer an 18 day change-of-mind return period on eligible products. The 18 days run from the date the unit is delivered. During this period you may ask to return an eligible unit even though there is nothing wrong with it.

Eligible products

To be eligible, the unit must be new, a standard stock product, unmodified, unused and in its original condition as delivered. This includes units sold as New or One Trip that have not been fitted out, painted, cut, drilled, wired, plumbed, lived in, stored in or otherwise used.

Not eligible

• Used units of any condition grade, including Wind and Watertight and As-Is units.
• Customised or modified units, including units with added doors, windows, vents, shelving, insulation, lining, electrical or plumbing work.
• Made-to-order units built or altered to your specification, including portable offices, cabins, ablution blocks and crib rooms configured for you.
• Products that have been substantially modified after delivery.
• Units that have been used, damaged, marked or exposed to conditions that changed them from their delivered state.

No general exchange program

We do not run a general change-of-mind exchange program. We cannot swap a delivered unit for a different size, a different configuration, a different condition grade or because transport or placement turned out to be harder than expected. Where a unit is eligible for change-of-mind return, the path is return and refund, after which you may place a new order. Please check dimensions, access and configuration carefully before ordering. Our Delivery Site Access Guide and Product Condition Guide are there to help.

How to request a change-of-mind return

1. Email sales@aadlogisitcsau.com within 18 days of delivery. Include your order number, the reason for the return and current photos of the unit, inside and out.
2. We review the request and confirm whether the unit is eligible. We may ask for more photos or arrange an inspection.
3. If approved, we issue a written return authorisation with the return address and handling instructions.
4. You arrange and pay for return transport to the address we nominate, using suitable equipment. You are responsible for the unit until it is received and inspected by us.
5. We inspect the unit on arrival. If it is in its original delivered condition, we approve the refund.

Where a unit arrives damaged, used or altered, we may reject the return or reduce the refund by the reasonable cost of restoring the unit to saleable condition. We will explain any reduction in writing.

Change-of-mind refund amount

An approved change-of-mind refund covers the product price paid. The original delivery charge is not refunded, because that service was performed. Any return transport you arranged is at your cost and is not reimbursed. If we arranged return transport at your request, the quoted cost is deducted from the refund.

Consumer guarantees 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 apply to new and used units. For used units, acceptable quality is judged against the price, age and disclosed condition grade. A dent or surface rust on a unit sold as Wind and Watertight is consistent with its description. A used unit that lets water in when it was sold as Wind and Watertight is not.

Major failure

A major failure exists where a reasonable consumer would not have bought the unit had they known about the problem, the unit is substantially unfit for its normal purpose and cannot easily be made fit, the unit does not match its description or the sample shown, or the unit is unsafe. For a major failure you may choose a refund or a replacement, or keep the unit and be compensated for the drop in value.

Minor failure

Where a problem can be fixed within a reasonable time and does not amount to a major failure, we will repair the unit. If we cannot repair it within a reasonable time, you may choose a refund or replacement. We may, at our choice, replace or refund instead of repairing.

Return costs for faulty goods

If a unit is faulty or misdescribed and a consumer guarantee applies, we bear the reasonable cost of inspecting, collecting or transporting the unit for the remedy. We will never ask you to pay freight for a remedy you are entitled to under the Australian Consumer Law. Where a unit is too large to return easily, we will inspect it on site or arrange collection.

Reporting a fault or transport damage

Inspect your unit on delivery and note visible damage on the delivery docket. Email sales@aadlogisitcsau.com with your order number, photos and a description as soon as you can. For transport damage, reporting within 2 business days helps us resolve the matter with the carrier. Reporting later does not remove your consumer guarantee rights, but it may make the cause harder to establish.

Faults that appear after delivery can also be raised under our voluntary Warranty Policy, which covers new products for 18 months and used products for 6 months from delivery.

Refund processing

Refunds are made to the original payment method. Card payments are refunded to the same card. Bank transfers are refunded to the account the payment came from, or to an account you confirm in writing. Approved refunds are processed within 10 business days of approval. Bank processing times may add a further day or two before funds appear. We send a refund confirmation by email once the refund has been made.

We do not offer store credit in place of a refund unless you ask for it. We do not refund in cash.

Cancellations before dispatch

You may cancel an order for a standard stock product before dispatch by emailing sales@aadlogisitcsau.com. Where we have already incurred preparation, handling or transport costs, we may deduct those reasonable costs and will explain the deduction. Custom, modified and made-to-order units cannot be cancelled once work has begun, and any deposit stated on the quotation may be retained as set out in our Terms & Conditions.

Contact

Email sales@aadlogisitcsau.com or call +61 2 8310 8053, Monday to Friday 8:00 AM to 5:00 PM and Saturday 9:00 AM to 3:00 PM, Brisbane time. Postal and depot address: 4 Milton Cct, Port Macquarie NSW 2444, Australia. If you are not satisfied with how a complaint is handled, you may contact the Queensland Office of Fair Trading or the consumer protection body in your state or territory.