Shipping and Returns

For any questions regarding shipping and returns please email us at service@diyhomewarehouse.com.au Most orders are shipped the next day after full payment is received. For the majority of orders we work with three main couriers to provide the most efficient and cost effective service possible. The main couriers we use are:

AUSTRALIA POST

Items that weigh 22 kg or less will be dispatched with eParcel that is Australia Post’s Internet enabled freight system. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool. When your order is dispatched, you will be given a consignment number. You can use the number to track your order at the Australia Post’s website. The below table is for your reference to Australia Post’s expected delivery time. Sending parcels within the same state Sending parcels to other states Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.

FASTWAY COURIERS

For items that weigh below 22kg with a lower cost than eParcel, the item will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door. Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Fastway’s website. A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team. To track item that is dispatched with Fastway, please visit http://www.fastway.com.au and use the given tracking number.

ALLIED EXPRESS

Parcels that weigh over 22 kg will be dispatched with Allied Express. Allied Express is the biggest independently owned courier company in Australia with offices in all major mainland capitals. Each parcel will carry a barcoded address label and you will be able to track your items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number. Allied Express requires a consignment note and the postcode of the destination. You can track items at http://alliedexpress.com.au/ or call 131373 for more queries.

Undeliverable Packages

In the unlikely event that your parcel is returned to us, our customer service team will contact you via email.

Inaccurate address

If there are any address discrepancies with your order the product is returned us, our customer service team will be in touch. A re-delivery cost will occur for any products that are returned to us.

Unsuccessful Delivery Attempt

If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office. If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.

Rejected by Receiver

If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent. The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team. Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

UNDELIVERABLE POSTCODES

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details. We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some SKUs. Orders with no shipment service will be cancelled and refunded automatically. Please kindly contact our customer service team for more information if you need the item to be delivered to the remote areas to ensure your order could be processed successfully

Returns

Most products include a 12 month manufacturers warranty, unless stated otherwise. Some products will be provided with an extended warranty for your peace of mind. Please refer to the product listing for the applicable warranty period. You are required to notify DIY Home Warehouse within 7 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval. To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit. Refunds generally takes up to 2 working days to process, and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it. A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers. We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.