Returns, Refunds & Remedies Policy

Scope of this Policy

This Returns, Refunds and Remedies Policy applies to products purchased directly from the Pallet Town website or through an authorised Pallet Town sales representative.

It covers liquidation pallets, manifested and unmanifested lots, customer-return pallets, overstock merchandise, shelf-pull stock, wholesale lots and truckload orders, unless separate written commercial terms were agreed before purchase.

This policy forms part of our website terms and should be read together with our Terms and Conditions, Shipping Policy, Payment Policy and relevant product listing.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies to the transaction.

Depending on the circumstances, goods must be of acceptable quality, reasonably fit for any disclosed purpose, match their description and comply with any specific representations or promises made before purchase.

If a product fails to meet an applicable consumer guarantee, the customer may be entitled to a repair, replacement, refund, compensation or another remedy. The appropriate remedy will depend on the nature and seriousness of the problem.

30-Day Change-of-Mind Returns

In addition to any rights under Australian Consumer Law, Pallet Town offers a voluntary 30-day change-of-mind return policy for eligible products.

A change-of-mind request must be submitted within 30 calendar days after the date the order was delivered or collected.

Eligibility requirements

To qualify for a voluntary change-of-mind return, the product or pallet must:

• be returned with proof of purchase, such as an order confirmation, invoice, receipt or payment record
• remain complete, with no products, accessories, components or packaging removed from the lot
• remain substantially in the condition in which it was received
• not have been used, repaired, altered, dismantled, processed, sorted for resale or partially resold
• be safely packaged, wrapped or secured for return transport
• receive written return authorisation from Pallet Town before being dispatched or delivered to a return location

Approval of a change-of-mind return is subject to inspection of the returned goods. Pallet Town may refuse a voluntary return if the returned lot is incomplete, altered, used, damaged after delivery or materially different from the goods originally supplied.

Special Conditions for Liquidation Goods

Liquidation goods differ from ordinary new retail merchandise. Customers must consider the stated grade, source, condition and type of each lot before placing an order.

Disclosed condition issues

A customer will generally not be entitled to a remedy solely because of a defect, condition issue, missing component or variation that was specifically and clearly disclosed before purchase.

This does not prevent a customer from seeking a remedy for a separate problem that was not disclosed or where the goods are materially different from the description, photographs, sample, stated grade or express representations.

Manifests and estimated values

Where a manifest is provided, customers should review any notes, quantities, condition codes and disclaimers attached to it. Unless expressly guaranteed in writing, estimated original retail values are provided for general reference and are not guarantees of current market value, resale price or profit.

Pallet Town does not guarantee that a customer will achieve a particular resale margin, sales volume or financial return. However, products must still match any representations that cannot lawfully be excluded.

Faulty, Unsafe or Misdescribed Goods

Contact us if you believe the goods:

• are unsafe
• are substantially different from their description, sample or supplied photographs
• fail to meet an expressly stated purpose or specification
• contain a significant undisclosed problem
• have been supplied in the wrong quantity or as the wrong product
• otherwise fail to meet an applicable consumer guarantee

We may request reasonable evidence such as photographs, video, serial numbers, packaging photographs, a copy of the manifest or an inspection report so we can assess the issue.

Customers should notify us as soon as reasonably possible after discovering a problem. Prompt notification assists us in investigating delivery damage, inventory discrepancies and other concerns, but does not remove any rights that may apply under Australian Consumer Law.

Major and Minor Problems

Goods Damaged During Delivery

Customers should inspect the outer wrapping, pallets and visible goods at delivery where it is safe and practical to do so.

If visible transit damage is identified:

1. record the damage on the carrier’s delivery document where available
2. take clear photographs of the pallet before removing wrapping or moving the goods
3. photograph damaged wrapping, cartons, products and shipping labels
4. retain the packaging and affected products until we provide further instructions
5. contact our sales team promptly with your order number and evidence

Do not reject a delivery unless instructed to do so or where accepting it would be unsafe. Contact us immediately if a carrier requests you to accept visibly damaged goods without noting the damage.

How to Request a Return or Remedy

Return Freight and Collection Costs

Change-of-mind returns

For an approved voluntary change-of-mind return, the customer is responsible for arranging and paying return freight unless Pallet Town agrees otherwise in writing.

Original delivery or freight charges are not ordinarily refundable for a change-of-mind return where the delivery service was completed as agreed.

Faulty or non-compliant goods

Where the goods fail to meet an applicable consumer guarantee, responsibility for return costs will be handled in accordance with Australian Consumer Law.

Customers are generally responsible for returning goods that can be posted or easily returned. Where faulty goods are large, heavy or difficult to transport, Pallet Town will arrange collection or pay reasonable return transport costs where required by law.

If a customer pays reasonable return costs for goods confirmed to have a covered problem, the customer should retain receipts and provide them to Pallet Town for assessment and reimbursement where legally required.

Refund Processing

Once a refund is approved and any required returned goods have been received or otherwise dealt with as instructed, Pallet Town will process the refund as soon as reasonably practicable and no later than 14 business days.

For a major problem covered by Australian Consumer Law, an eligible refund will generally be for the full purchase price of the affected goods and will not be reduced merely because the customer inspected or reasonably used the goods before the problem became apparent.

Pallet Town will not force a customer to accept store credit instead of a refund where the customer is legally entitled to a monetary refund.

When a Voluntary Return May Be Refused

Subject always to rights that cannot be excluded by law, Pallet Town may refuse a voluntary change-of-mind return where:

• the return request is submitted more than 30 calendar days after delivery or collection
• products or components have been removed, sold, transferred, discarded or cannot be accounted for
• the pallet or lot has been dismantled, sorted, repackaged, processed or materially altered
• the goods were damaged by misuse, incorrect storage, improper handling, unauthorised repair or customer-arranged transport
• the return was sent without written authorisation
• the concern relates only to an issue that was clearly disclosed before purchase
• the customer expected a particular resale price, margin or profit that was not expressly guaranteed
• the product was customised, modified, specially sourced or prepared to the customer’s specifications and there is no fault or legal basis for return

Order Cancellations

Before dispatch or collection

Contact us immediately if you wish to cancel an order. If the order has not been prepared, allocated, dispatched, collected or placed with a freight provider, we will ordinarily cancel it and issue a refund.

After dispatch

Once an order has been dispatched or collected by a freight provider, it generally cannot be cancelled while in transit. After delivery, the order may be considered under the 30-day change-of-mind return process.

Unavailable products

If we cannot supply a product that has been paid for, we will contact the customer and offer an appropriate replacement, alternative arrangement or refund.

Freight bookings and special orders

Actual third-party costs already incurred for special freight, storage, custom preparation or specially sourced goods may apply to a voluntary cancellation only where those costs were clearly disclosed and agreed before purchase and where charging them is lawful.

Business, Wholesale and Resale Purchases

Many Pallet Town customers purchase goods for resale, commercial distribution or transformation into other products.

Whether Australian Consumer Law consumer guarantees apply to a business purchase depends on the circumstances. Consumer guarantees may not apply to goods acquired for the purpose of resupply, resale or transformation in trade or commerce.

Where statutory consumer guarantees do not apply, the parties’ written commercial terms, product listing, invoice, quotation and this policy will govern the return or remedy process to the extent permitted by law.

Nothing in this section excludes any right or remedy that applies to a small business or other purchaser under legislation, contract law or an applicable written warranty.

Contact Us About a Return

Contact our sales team before returning any goods. We will provide the correct return instructions, freight arrangements and return location after reviewing the request.