Returns and Refunds

This policy covers orders delivered within Australia. It sits alongside your rights under the Australian Consumer Law, which cannot be excluded.

Your rights under the Australian Consumer Law

Goods sold in Australia come with guarantees that cannot be contracted out of. If a lot is significantly different from how it was described, is unsafe, or fails in a way that amounts to a major failure, you are entitled to a refund, replacement or compensation for a reasonable drop in value. Nothing on this page limits that.

What liquidation stock is, and what that means for returns

Liquidation lots are sold by condition grade rather than as new retail stock. Customer returns, shelf pulls and unmanifested lots are expected to contain a proportion of damaged, incomplete or unsaleable items, and that expectation is priced into the lot. A percentage of write-off within a graded lot is not a fault and is not grounds for a return.

What is grounds for a return is a lot that does not match its description: the wrong category, a materially different unit count, or a condition grade that does not reflect what arrived.

Time limits

Inspect your lot and contact us within 7 days of delivery for a description or condition dispute.
Report visible transit damage within 24 hours, and note it on the delivery paperwork before you sign. Freight carriers will not accept a damage claim without that note.

What we need from you

Send your order number, photographs of the pallet as it arrived including the wrap and any damage, photographs of the goods in question, and a short description of how the lot differs from the listing. We cannot assess a claim on a lot that has already been sorted, split or partly sold.

How claims are resolved

Where a lot was misdescribed, we will offer a refund, a partial refund, or a replacement lot, depending on the scale of the difference.
Where goods were damaged in transit and noted on delivery, we lodge the freight claim and handle it with the carrier.
Refunds are issued to the original payment method, normally within 5 business days of the claim being agreed.

Change of mind

Because of the size and freight cost of pallet and truckload orders, we do not accept change of mind returns once a lot has been dispatched. If you are unsure whether a lot suits you, ask us before you order and we will tell you.

Contact

Start a claim by emailing info@liquidationshopaustralia.com with your order number in the subject line.