Free shipping is only valid for orders from ACT, NSW & QLD, that are water-based and to the value of $300 or higher and to customers purchasing through paintonline.com.au and excludes International customers. To qualify for free shipping, your goods ordered must be available and in-stock, payment must be received, and valid delivery details must be provided. Free delivery excludes spray guns, unless otherwise marked.
Standard Shipping Terms and Conditions
Delivery times are between 8.00am and 5.00pm Monday to Friday excluding national holidays and we cannot specify an exact time when we will deliver. Our delivery drivers are required to obtain a signature for all deliveries. However, you can provide us with an authority to leave your order behind without obtaining a signature by writing in the Comments Section of the order form.
Most deliveries are attempted once and the driver will leave items ordered. When ordering, please state the floor level of your delivery address if it is not at ground level. Please note, we can only deliver to a physical address. Examples of addresses we cannot deliver to include, but are not limited to, PO Boxes and Locked Bags.
There may be unforeseen circumstances where we are unable to meet our next day delivery promise. These include but are not limited to:
- Weather conditions limiting access to delivery areas
- Technical and website related issues
- Transport and/or logistical issues
There may be times where your order will be split and delivered to you in separate deliveries. We will inform you of this arrangement if it has been made for your delivery. On some rare occasions your ordered items may be on backorder. This means we don’t have enough stock to fulfil your order. These backorder items will be delivered to you at a later date when we restock. Here is a sample Sales Order Confirmation to show you how you will be informed of split delivery and backorder situations.
Shipping costs are as follows:
- ACT, NSW, QLD — $25 per delivery (Free Delivery for orders above $300)
- VIC — $70 per delivery
- Call 02 9832 0000 for delivery charges to WA, SA, TAS & NT.
We reserve the right to vary delivery costs from time to time. Delivery is only available in eligible serviced areas.
For further information on delivery timescales, please contact Customer Services on 02 9832 0000.
How do I track my parcel?
We will send a link with a tracking number via email once the order has been processed.
We understand that sometimes you may wish to return a product you have purchased from Paint Online and to assist, we have set out the Paint Online Returns Policy with key points that you should know.
Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for 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.
Where a failure does not amount to a major failure Paint Online is entitled to choose between providing you with a repair, replacement or other suitable remedy.
Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Paint Online adopts the same approach. The type of remedy Paint Online can offer may also vary depending on the time taken to return the product.
For any product return, please contact Paint Online by phone or email to establish an initial contact and reasons for the return. This includes products that carry a manufacturer’s warranty. Any cost incurred in returning items that are not eligible for warranty will be borne by the consumer.
- Please retain your receipt
In order to obtain a refund, exchange or to repair a product purchased from Paint Online, including those products which carry a manufacturer’s warranty, a clear proof of purchase must be provided – typically, but not always, a receipt.
If satisfactory proof that the product was purchased from Paint Online cannot be provided, under the law Paint Online are entitled to elect whether or not to accept the product for return.
2. Product assessment
Once proof of purchase has been established and the product fault can safely and clearly be determined in-store, Paint Online will offer you either a refund, exchange, repair or returns Credit notice. The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine in-store (for example if it is an electrical item or needs lab testing), the manufacturer or repair agent will be consulted to determine the fault and resolution.
The manufacturer or their agent will determine whether a product has incurred a major or minor fault. where a product has been sent to the manufacturer, the manufacturer will determine whether:
- There is no fault found;
- There is a minor fault which can be easily repaired within a reasonable time frame;
- There is a major fault found and the customer is to be offered a replacement or a refund; or
- The product has been damaged or abused through misuse.
Where there is no fault found, the product will be returned to the store to be returned to the consumer.
When assessing product fault, it is the consumer’s choice whether to deal with Paint Online or the manufacturer directly. When the product is sent to the manufacturer or their repair agent, Paint Online will ask them to assess the product and provide their assessment within a reasonable timeframe.
Paint Online cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Paint Online, the manufacturer or repair agent. Paint Online does not provide any warranty for any goods damaged either intentionally or unintentionally by the user outside the course of normal operation of the product. Please check instructions from the specific product packaging and relevant specific data sheets available online or from the manufacturer.
If the product does not match its advertised description, Paint Online will provide a choice between a refund or returns credit to the value of the item purchased.
Paint Online’s liability shall be limited to the actual cost of the product, i.e. replacement or refund. In no event shall Paint Online be liable for any further direct, incidental, special, or consequential damages.
3. What should l do if l am having difficulties with getting my product to work?
If you are experiencing problems operating the product, it is strongly recommended that you contact the manufacturer’s customer helpline.
The contact number is typically provided within the product packaging or warranty card. Alternatively, Paint Online can be contacted to assist in providing the relevant contact details.
4. What should I do if I have changed my mind and want to return a product?
Most online purchases can be returned or exchanged by mail. Any cost incurred by the consumer in sending return & exchange items due to change of mind will be borne by the consumer accompanied with a 25% restocking fee.
The product must be:
- in its original condition and packaging (including manuals and accessories)
- not on the Product Exclusion List (please see below)
If you meet the conditions above but are returning a product outside the 14 day return period, Paint Online will offer an exchange or a Returns Card credited with the value of the item purchased.
Product exclusions list
The following products may not be returned unless they breach a guarantee under the Australian consumer law:
- Tinted Paint/Ink
- Gift Cards;
- Opened Paint Cans;
- Made/built to order products;
What should I do if I have fixed or bulky items to return?
If the product cannot be easily returned to Paint Online due to the nature of the fault, the size of the product or if the product is affixed to your premises, please contact us for further information on how to solve your issue.
If Paint Online requests my personal information during the refund or exchange process, what do they do with the information?
Our respect for the consumer’s right to the privacy of their personal information is paramount. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the National Privacy Principles. We may collect personal information during the refund or exchange process in order to comply with our fraud identification processes. We do not divulge any personal information collected to third parties.
If I can’t find my receipt, can i use a bank statement as proof of purchase instead?
Paint Online will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in one transaction, our ability is limited in establishing proof of purchase. Paint Online cannot provide copies of receipts if lost or misplaced.
Please note: When a refund is granted, Paint Online will refund the original purchase price via the method of payment indicated on the receipt.
For further information, please contact Paint Online on (02) 9832 000 or email firstname.lastname@example.org