Shipping & Return Policy
BuildMart Australia
This Shipping & Return Policy applies to orders placed with BuildMart Australia, including online orders, showroom sales, phone orders, email orders and quoted orders.
1. Delivery Areas
BuildMart Australia offers delivery services subject to location, product type, order quantity, vehicle availability and site access.
Delivery fees vary depending on distance, product weight, pallet quantity, unloading requirements and delivery conditions.
For delivery outside our standard service areas, customers may request a custom delivery quote.
2. Delivery Quotes
Delivery charges will be confirmed before the order is finalised.
Delivery quotes are based on the information provided by the customer. Additional charges may apply if the information is incorrect or incomplete, including incorrect delivery address, restricted access, unsafe site conditions, waiting time, re-delivery or special unloading requirements.
3. Delivery Access Requirements
Customers must ensure that the delivery site is suitable and safe for truck access and unloading.
Before delivery, customers should inform BuildMartAustralia of any access restrictions, including:
- narrow streets or driveways
- steep slopes
- low trees or power lines
- weight limits
- construction site restrictions
- limited parking
- crane truck requirements
- forklift requirements
- loading zone restrictions
- apartment, unit or commercial site access issues
If delivery cannot be completed due to site access issues, additional charges may apply.
4. Delivery Timing
We will make reasonable efforts to deliver within the estimated delivery timeframe. However, delivery times are estimates only and may be affected by traffic, weather, supplier delays, stock availability, vehicle availability, site restrictions or other circumstances beyond our control.
BuildMart Australia is not liable for project delay, labourcosts, installation delay or other loss arising from delivery delay, to the extent permitted by law.
5. Customer Collection
Customers may collect eligible orders from our showroom or warehouse once the order is confirmed and ready for collection.
Customers are responsible for ensuring that their vehicle is suitable and safe for loading and transport.
BuildMart Australia may refuse loading if we reasonably believe the vehicle is unsafe, overloaded or unsuitable.
6. Risk During Delivery or Collection
Risk in the goods passes to the customer once the goods are delivered to the nominated delivery address or collected by the customer.
Customers should inspect products at the time of delivery or collection and report any visible damage, incorrect item or shortage as soon as reasonably possible.
7. Inspection on Delivery
Please check your order carefully upon delivery or collection.
If there is visible damage, missing stock, incorrect product or delivery issue, please contact BuildMartAustralia as soon as possible and provide:
- order number or invoice number
- customer name
- delivery address
- clear photos of the issue
- photos of packaging, pallets or damaged goods where relevant
- description of the issue
We recommend reporting visible delivery issues within 48 hours. This does not limit your rights under the Australian Consumer Law.
8. Returns for Change of Mind
BuildMart Australia is not required to provide a refund or exchange if a customer simply changes their mind, chooses the wrong product, orders the wrong quantity, finds the product cheaper elsewhere, or no longer requires the product.
However, we may consider change-of-mind returns atour discretion, subject to the conditions below.
To request a change-of-mind return, customers must contact BuildMart Australia before returning any product.
9. Return Conditions
For a return to be considered, the product must be:
- approved for return by BuildMart Australia before being returned
- accompanied by proof of purchase
- unused, uninstalled and unmodified
- in original condition
- in resaleable condition
- from current stock lines
- safely packed, stacked or palletised for transport
- returned within the approved return timeframe
Return freight, loading and transport costs are the customer’s responsibility unless otherwise required by law.
A restocking fee may apply to approved change-of-mind returns.
10. Product Return Condition Requirements
For any product sold by BuildMart Australia, returns will only be considered if the product is in clean, complete, unused and resaleable condition.
Returned products must meet all of the following requirements:
- no damage
- no cracks
- no broken corners
- no chipped edges
- no signs of installation, laying, cutting, sealing, fixing or use
- no soil, dirt, mud, sand or other site contamination attached
- no cement, mortar, render, adhesive, grout or similar material attached
- no water damage, staining or discolouration caused after delivery or collection
- no paint, sealer, chemical marks, oil marks or other contamination
- clean, tidy and suitable for resale
- safely packed, stacked or palletised for inspection, handling and transport
Products that have been installed, laid, used, cut, sealed, fixed, chipped, broken, stained, contaminated, mixed with other batches, or affected by soil, cement, water, chemicals or other site materials after delivery or collection cannot be accepted for change-of-mind return.
11. Products That Cannot Usually Be Returned
Unless required by law, the following products are generally not eligible for change-of-mind return:
- special order products
- custom order products
- clearance items
- discontinued items
- damaged items sold as seconds or as-is
- products that have been installed, laid, cut, sealed, fixed, used or modified
- products that are dirty, stained, contaminated, damaged or not in resaleable condition
- mixed batch products
- loose, incomplete or unpacked products where resale is not possible
- products damaged after delivery or collection
12. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, not as described, not fit for purpose or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, customers may be entitled to a remedy.
Depending on the circumstances, the remedy may include repair, replacement, refund, cancellation, re-supply or compensation.
Please contact BuildMart Australia as soon as possible with order details and photos so we can assess the issue.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
13. Installed Products
Customers should inspect all products before installation.
If a visible issue is identified, the product should not be installed until BuildMart Australia has been contacted and the issue has been assessed.
Installing, cutting, sealing or using a product after a visible issue has been identified may make assessment and remedy more difficult.
14. Refund Processing
Approved refunds will generally be processed using the original payment method.
Refund processing times may vary depending on the payment provider or bank.
Delivery fees, return freight and handling charges may not be refundable for change-of-mind returns, unless otherwise required by law.
15. How to Request a Return
To request a return, please contact:
BuildMart Australia
457 Springvale Road, Glen Waverley VIC 3150
Phone: 03 9560 7601
Email: info@buildmart.com.au
Please include your invoice number, product details, reason for return and clear photos of the product condition.
