Shipping & Returns

SHIPPING

All orders will be dispatched once payment confirmation has been received from our Debtors manager.  Orders on 30 day Account will be despatched as soon as the goods are ready to ship.

We endeavour to have our orders shipped as soon as possible but in todays' world we can have delays with stock, staff abscences and freight delays.

Key time frames for packing your online order

SMALLER ITEMS AND CUSTOMER PICK UPS

• Express Post 2-3 business days (usually 1-2 days)
• Australia Post approx 4 days (usually approx 3 days)
• Customer Pick Up from Melbourne Warehouse approx 4 days (usually 3-4 days)
  PLEASE WAIT FOR YOUR INVOICE TO BE EMAILED BEFORE COLLECTION

PALLETS AND CARRIER SHIPMENTS

• Carrier Organised by Customer up to 10 business days (usually less) - Please email Consignment Notes to sales@walkerceramics.com.au
• Carriers organised by Walker Ceramics Australia up to 10 business days (usually less)
  

Deliveries occur between Monday to Friday 9am to 5pm excluding Public holidays (subject to the carriers terms and conditions).

Please make sure all customer shipping details are correct as we cannot redirect any orders once they have been dispatched.

All parcels are sent via the terms and conditions of the carrier and may require a signature upon delivery.

In the event that there is no one in attendance at the nominated delivery address, couriers including Australia Post may leave a parcel collection card or instruction for arranging re-delivery.

Local Courier deliveries are notified to the customer the day before shipping, the courier may charge a re-delivery fee in some circumstances where the customer is not at the delivery address and cannot be contacted, these costs will be charged to the customer.

Tracking details are provided via email in regard to all shipments.

SHIPPING DELAYS

Many freight companies are experiencing shipping delays due to high volumes and staffing issues. 

Please be patient and check your tracking online. 

Should you only receive part delivery or the tracking says you have received your goods but you have not, please email sales@walkerceramics.com.au for assistance.

RECEIVING YOUR GOODS

Please DO NOT ask the carrier to take away your pallet, disposal of the pallet is your responsibiltiy.

DO NOT ask the carrier to hand unload your goods, unless this has been clearly charged to you on your invoice - the carrier may accept your request but they WILL charge us an additional fee which we WILL pass on to you.

RETURNS AND REFUND POLICY

As a valued customer of Walker Ceramics Australia we understand that under certain circumstances we need to accept returns of product for various reasons. 

ACCC guidelines require products sold in Australia are

• acceptable quality
• fit for the purpose for which it is commonly used
• safe, durable and free from defects

We are also aware that some goods despatched via third party freight can arrive damaged and require replacement.

Some of these issues may not be immediately visible upon purchase.

With this document we hope to address any issues that may arise and assist you to request any refund or replacement in an efficient manner and provide a prompt solution.

Refunds or Returns may not be considered or may attract a re-stocking fee in the following circumstances

• change of mind
• you purchased the incorrect product for your use
• you found it cheaper somewhere else
• you did not like the purchase
• misused a product in any way that caused the problem
• you found you had no use for it
• an extended period of time has elapsed since your purchase

Shop Purchases / Orders collected from Warehouse

Please check all items at time of purchase for any visible defects, our friendly team do check boxed items and endeavour to provide you with goods free from defect, should you notice a defective item please report it to our team and we will remove from the shelf.

When you have already left the store and notice a defect at a later date please go to our web site and download our Return Authorisation Request Form Return Authority Request please complete the form and email to sales@walkerceramics.com.au or fax to 03 8761 6344 – a team member will contact you to provide a solution and issue a Return Authority if applicable.

We do ask that you promptly check any goods purchased and report defects within 7 days of purchase.

Orders Despatched via Courier/Australia Post

Our Pick & Pack and Warehouse teams are experts in packing your items with utmost care and consideration, but sometimes even the most professionally packed items can arrive damaged.  We ask that you unpack your items as soon as possible after receipt and inspect for damage. 

If anything has arrived damaged, please take photos and download our Return Authorisation Request Form Return Authority Request. Please complete the form, attach your photos and email to sales@walkerceramics.com.au .

We ask that these claims be made within 7 days of delivery as in some cases we can reclaim the cost from the freight company if our claim is made in a timely manner.

In some cases we will ask you to return the items and will reimburse you for postage/freight, a Return Authority will need to be issued and must accompany the goods being returned.

On other occasions we may simply ask you to toss the items in the bin or allow you to keep them as well as replace the product, these options will be at the discretion of Walker Ceramics Australia and is dependant upon the product and circumstances. 

Packaging

Any returns other than defective goods must be returned in their original packaging, unopened, with no labels, stickers or writing on the product or box.

The return of goods considered by the consumer to be defective is subject to testing by the manufacturer to determine if the goods are in fact defective and offer a credit or exchange of goods if applicable.

No refunds or exchange is available on Special Buy items unless they are deemed faulty by the manufacturer.

Items Covered by a Manufacturers’ Warranty

Electrical and a few other items purchased from Walker Ceramics Australia are covered by the manufacturers warranty and we will assist you to remedy any warranty claims with the manufacturer. 

These warranties are back to base warranties, meaning the customer is required to return the goods to the place of purchase for warranty evaluation purposes.

We then liaise with the manufacturer to determine what course of action needs to be taken under the warranty.  We are governed by the manufacturer and ACCC guidelines on what must occur to make a claim under warranty – we endeavour to follow up with the manufacturer promptly and request the most efficient and effective resolution for our customer.

Walker Ceramics cannot simply replace the item immediately nor repair the item on the manufacturers’ behalf, we ask for your patience when assisting you to determine if a major or minor fault exists and what the manufacturer allows us to do and what remedy they offer – please be assured we will work toward the best outcome for you as our valued customer.

In order to achieve the best outcome, we ask that you make an appointment to bring back any electrical item with a warranty claim so we may take down full details of the issues and test the product with you, this will assist us to “be on the same page” with you in addressing the manufacturer with your claim.

STEPS TO A RETURN

1. Download the Return Request Form here https://walkerceramics.com.au/price-lists-forms/
2. Complete the Return Request Form and email to sales@walkerceramics.com.au
3. Include photos if applicable
4. Wait for your Return Authorisation
5. Return the product with the Return Authorisation
6. When the goods are Received by Walker Ceramics Australia they will be inspected and the appropriate credit and/or refund processed.
7. In the case of goods not deemed to be faulty you will be contacted and advised of the decision.

PLEASE NOTE ALL RETURNS MUST BE DELIVERED TO DESPATCH - NO RETURNS CAN BE ACCEPTED IN THE SHOP