Refund policy

Return Policy

At Coolroom Shelving Australia, we are committed to ensuring your satisfaction with our products. However, refunds are only available under the following circumstances as per Australian Consumer Law (ACL):

Consumer Guarantees

Refunds or replacements may be offered where:

  • The product is not of acceptable quality.

  • The product does not match the description provided.

  • The product does not perform as intended or disclosed.

  • The product is unfit for a disclosed purpose.

Major Problems

You are entitled to a refund or replacement if:

  • The product is unsafe.

  • The issue cannot be resolved within a reasonable timeframe.

  • The problem would have deterred you from purchasing the product had you known.

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To qualify for a return:

  • The item must be in the same condition as when you received it, unused, and in its original packaging.

  • Proof of purchase (receipt) is required.

To begin the return process, please contact us at info@coolroomshelves.com.au.

Once your return request is approved, we will provide the return address.

Please note that:

  • Items sent back to us without prior approval will not be accepted.

  • The cost of returning the item is the responsibility of the customer.

Order Cancellations

Once an order has been placed, it enters our processing system promptly to ensure fast dispatch.

If you choose to cancel your order before it has been shipped, a 20% restocking and administration fee will be deducted from your refund. This fee covers payment processing costs, administrative handling, and stock allocation.

If shipping has already been arranged or dispatched, the order cannot be cancelled and will instead be subject to our standard return policy (outlined above).

Please note that refusal to pay shipping costs after an order has been placed will also be treated as a cancellation, and the 20% restocking fee will apply.

Damages and Issues

Please inspect your order upon receipt and contact us immediately at info@coolroomshelves.com.au if:

  • The item is defective or damaged.

  • You received the wrong item.

We will evaluate the issue promptly and work to resolve it.

Exchanges

To exchange an item, the fastest method is to:

  1. Return the original item (following our return process).

  2. Make a separate purchase for the desired item once your return is accepted.

Refunds

For eligible returns, we provide a store credit instead of a cash refund.

Store credits will be issued in the form of a coupon code, redeemable exclusively at www.coolroomshelves.com.au.

Please note: If your original order attracted duties or taxes at the time of delivery, these charges will need to be paid again for the exchanged shipment. It is the customer’s responsibility to recover any duties or taxes paid on the original order (subject to the policies of your destination country’s customs).

For further assistance or questions, please contact us at info@coolroomshelves.com.au.