Returns & Refund Policy
At Conexwest Pty Ltd, we are committed to providing high-quality shipping and storage containers and ensuring your satisfaction. Our Returns & Refund Policy outlines the specific conditions and processes for returns. Please read the following sections carefully. For any return-related queries or assistance, feel free to contact our customer service team – we’re here to help.
1. General Return Guidelines
Return Window: You may return a container within 90 days from the date of purchase for an exchange or refund. After 90 days, we generally cannot accept returns unless covered by warranty or Australian consumer law for major faults.
Restocking Fees: We do not charge any restocking fees for returns. As long as your returned container meets our policy conditions, you will receive a full refund of the container’s purchase price (see Refund Timelines and Conditions below for details).
Return Authorisation: Before initiating any return, please contact Conexwest Pty Ltd customer service to obtain return authorisation (RMA) and instructions. Returns sent without prior authorisation (an RMA number) may be refused or significantly delayed in processing.
Item Condition: Containers must be returned in the same condition as delivered, unless the return is due to a reported defect. Any significant modifications or damage (beyond the reported defect) made by the customer after delivery may impact eligibility for a full refund or exchange.
Proof of Purchase: A copy of your original invoice or receipt should be included with your return documentation. This helps us quickly identify your order and process your refund or exchange without delay.
2. Return Process Instructions
To return a product (whether it’s for a refund or an exchange), please follow these steps to ensure a smooth process:
Obtain Return Authorisation (RMA): Contact Conexwest Pty Ltd customer service (via phone or email) and inform us of your order number, the container(s) you wish to return, and the reason for the return. Our team will guide you and issue a Return Merchandise Authorisation (RMA) number if the return is approved. (RMA numbers are typically provided within 1-2 business days. Returns will not be accepted without an RMA, so please be sure to complete this step.)
Prepare for Collection: Our team will provide instructions for preparing the container for collection.
Arranging Collection: Conexwest Pty Ltd will arrange for the pick-up and transport of the container. Unless the return is due to a Conexwest Pty Ltd error or a major defective item (see Section 5), the buyer is responsible for return shipping costs, which will be communicated and may be deducted from your refund. (If we are at fault or the item was defective, we will cover all return transport costs.)
Provide Collection Details (Optional but Recommended): Once collection is scheduled, consider confirming the details with us. This allows us to monitor the shipment and speeds up the refund or exchange process.
Inspection & Processing: After your returned container arrives at our facility, we will inspect it within a few business days. We verify that the container is in acceptable condition (per the guidelines above). Approved returns are then processed promptly. For refunds, see Section 4 for timeline details – generally, we issue refunds within 7–10 business days of receiving the return. For exchanges, we will process the exchange as described in Section 3. You will receive an email confirmation once your return has been processed (either confirming your refund or details of your exchange shipment).
3. Exchange Policy
We understand that sometimes you may need a different container or a replacement. Conexwest Pty Ltd offers an exchange option for your convenience:
Eligibility for Exchange: Exchanges are accepted within 90 days from purchase. The container being exchanged must meet the return conditions (undamaged and in the condition it was delivered, unless defective). You can exchange for the same product (if yours was defective) or a different product.
How to Initiate an Exchange: To start an exchange, please contact our customer service team with your order details and let us know which container you would like in exchange. Our team will verify the availability of the new item and provide you with return instructions for the original container (including an RMA number).
Exchange Process: In most cases, we will ask you to facilitate the collection of the original container first (following the Return Process in Section 2). Once we receive and inspect the container, we will promptly arrange delivery of the replacement container to you. If timing is critical (for instance, you need the new container immediately), you may choose to purchase the new item outright, and we will arrange delivery right away; then we will process a refund for the original container once that is returned. Our team will coordinate the best approach with you.
Shipping Costs for Exchanges: If the exchange is needed due to a mistake on our part or because the original container was defective, we will cover all shipping costs for returning the container and sending the replacement. If you are exchanging because you ordered the wrong container or changed your mind, you will be responsible for the cost of returning the container to us, and the delivery charge for the new container. (We’ll let you know any shipping fees upfront during the exchange process.)
Price Differences: If the container you want in exchange has a different price, we will work out the difference with you.
If the new container is more expensive than the returned container, we will charge the difference (we’ll contact you for payment before arranging delivery of the new container).
If the new container is less expensive, we will issue a refund of the difference to your original payment method when we process the exchange.
No Additional Fees: We do not charge any restocking or exchange fees for processing an exchange. Our goal is to get you the correct container. You’ll only be responsible for any applicable price difference or shipping, as noted above.
Product Availability: All exchanges are subject to the replacement container being in stock. If your requested container is not available, we will inform you and offer alternatives or a full refund. We’ll work with you to ensure a satisfactory resolution.
4. Refund Timelines and Conditions
When you return a container for a refund, here is what you can expect in terms of timing and what will be refunded:
Inspection and Approval: Refunds are processed after we receive your returned container and verify its condition. This usually takes a few business days after the collection and arrival at our facility. If there are any issues with the returned container (e.g., unreported damage or significant alterations), we will contact you to discuss options (such as a possible partial refund or return of the container to you).
Refund Processing Time: Once your return is approved, we typically issue the refund within 7 business days. In many cases it is faster, but we advertise 7 business days to account for busy periods or any necessary inspection time.
Refund Method: Refunds will be credited to the original payment method used for the purchase.
Notification: We will send you an email confirmation once your refund has been processed on our end. This email will detail the refund amount and the item(s) refunded. If you don’t receive a refund notification within two weeks of your container being collected, please contact us for an update.
Refund Amount: Assuming the container was returned in accordance with our policy, you will be refunded the full purchase price of the item (including GST).
Original Shipping Charges: If you paid for delivery when the container was originally sent to you, please note that original delivery costs are not refundable except in cases where we sent you the wrong container or the container arrived with a major defect (see Section 5). For example, if you return a container because you changed your mind or ordered the incorrect size, the refund will not include the original delivery fee, and return transport costs will apply.
Partial Refunds: In the rare case that a container is returned not in fully resalable condition (e.g., minor damage not present at delivery) but we choose to accept it, we may issue a partial refund. This would be communicated with you during the return process. We generally aim for full refunds where possible, and will discuss any deductions with you in advance.
Exchange to Refund: If you initially opted for an exchange but later decide you just want a refund, we can accommodate that as long as you let us know before the exchange container is arranged for delivery. The timeline for the refund in that case will be similar – within 7–10 business days after the decision or receiving back any products, depending on the situation.
5. Damaged or Defective Items
Your satisfaction is our priority. If you receive a container that is damaged in transit or arrives with a major defect, please let us know right away so we can make it right:
Contact Us Quickly: Inspect your container upon delivery. If you find any significant damage or major defect, contact Conexwest Pty Ltd customer service within 7 days of receiving the item (the sooner, the better). You can reach us by phone or email. Provide your order number and details about the issue; clear photos or videos of the damage or defect are essential and may be requested to assist with our quality control and any carrier claims.
No-Cost Resolution: In cases of confirmed major damage or defects, we will offer you the choice of a replacement (exchange) at no extra cost, a repair, or a full refund for the affected container. If a replacement container is available and you want one, we will arrange its delivery as soon as possible.
Return of Defective Item: Conexwest Pty Ltd will also provide instructions for returning the defective or damaged container to us. Typically, Conexwest Pty Ltd will cover all return transport costs for items that arrived defective or were significantly damaged in transit. We may arrange a pick-up. Please ensure the container is accessible for collection in the condition it was received (if possible).
Carrier Damage: If the container was visibly damaged on arrival, please keep all documentation and, if possible, take photographs. This will help when we file a claim with the courier. Regardless, we will expedite your replacement or refund.
Our Commitment: Rest assured, you will not pay for shipping or any fees for returns or replacements of items that were damaged or defective upon arrival. Your only responsibility is to inform us promptly so we can assist you. We aim to resolve these issues with top priority to minimise any inconvenience to you.
6. Refused Orders and Unauthorised Returns
We highly encourage customers to follow our return process to avoid complications.
Refused Delivery: If you refuse to accept an order upon delivery (for example, you tell the courier to send it back or do not facilitate delivery) without prior arrangement or a valid reason (e.g., major defect or discrepancy agreed upon with Conexwest Pty Ltd), please contact us immediately to let us know. When an order is refused without valid reason, it will typically be returned to our depot by the shipping carrier. We will treat a refused delivery as a return, but be aware of a few points:
Processing Delays: Refused orders often take longer to reach us (as shipping them back is out of our direct control). Refund processing for refused orders may take longer than normal, sometimes up to 2–3 weeks from the refusal date, because we must wait for the container to arrive and be processed.
Shipping Charges: If the refusal was not due to an error on our part (e.g., you refused the container without prior arrangement or due to change of mind), we may deduct the outbound delivery cost and the return transport cost from your refund. (Carriers still charge us for the original delivery and return transport.) You will be refunded the container price, minus any transport fees that we incurred.
Communication: It’s important you notify us about a refusal. If we are unaware, the container may be difficult to track, which can delay your refund. Simply send us a quick call or email if you decide to refuse a delivery so we can note it on your order.
Unauthorised Returns (No RMA): Any container that is attempted to be returned without an RMA or prior approval is considered unauthorised. We strongly advise against attempting to return a container without contacting us first.
Identification Issues: Without clear identification (like an RMA number or order info), it can be very difficult to match the container to your order, leading to major delays in processing your refund or the container getting lost.
No Guarantee of Credit: If we receive an unauthorised return and cannot determine its origin, we cannot guarantee a refund.
How to Avoid Issues: Always reach out to us first – we will never refuse a legitimate return as long as it meets the policy, and getting an RMA number ensures your return is handled efficiently. If you accidentally initiated a return without authorisation, please contact us with the tracking number (if applicable) and details as soon as possible so we can try to locate and process it.
7. Liability Disclaimer
While we strive to provide high-quality containers and a great customer experience, Conexwest Pty Ltd must outline the limits of our liability in relation to returns and our products:
Limited Liability: Conexwest Pty Ltd’s liability for any product you purchase is limited to the purchase price of that product. In the event of any issue with a container, our responsibility is to provide a suitable remedy – either a refund, repair, or replacement for that item, as we determine appropriate. We are not responsible for any losses beyond the value of the item itself.
No Consequential Damages: Under no circumstances will Conexwest Pty Ltd be liable for any indirect, incidental, or consequential damages resulting from the use of our products or from delays or issues in the return process. This includes, for example, costs for site preparation, crane hire, delays in construction, or any other expense that is not the direct cost of the container purchased. By purchasing from us, you acknowledge and agree that our liability is restricted to the remedies stated in this policy.
Australian Consumer Law: This policy is governed by and operates in addition to your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. 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. Nothing in this returns policy limits or replaces any rights you have under the ACL.
Policy Updates: Conexwest Pty Ltd reserves the right to update or modify this Returns & Refund Policy at any time without prior notice. Any changes will be posted on our website. The version of the policy in effect at the time of your purchase will generally govern your return. We encourage you to review this policy periodically to stay informed of any updates.
Need Help?
If you have any questions about our Returns & Refund Policy or need assistance, please contact Conexwest Pty Ltd Customer Service:
Please call us from Monday to Saturday: 08:00 AM – 06:00 PM Australian Eastern Standard Time (AEST)
By email: sales@conexwest.com.au
By visiting this page on our website: https://conexwest.com.au/contact/
By phone: +61489979308
Address: 128-132 Woodville Rd, Merrylands NSW 2160, Australia