SAFESEND TERMS AND CONDITIONS
1. About SafeSend
1.1 These terms apply to the SafeSend service, offered by Specialist Sales Pty Ltd, ABN 83 103 415 603.
1.2 SafeSend costs $4.95 including GST per order, regardless of the size of your order.
1.3 SafeSend is optional. Your rights under the Australian Consumer Law apply to your order whether or not you add SafeSend.
2. What SafeSend is
2.1 SafeSend does two things. It covers the cost of return freight for change-of-mind returns, providing a benefit beyond your statutory rights. It also expedites our resolution process for delivery issues and provides advance shipment of replacement goods where we require the damaged goods back.
2.2 SafeSend is not an insurance policy and is not a contract of insurance. We are not an insurer, and we do not act for one.
3. Free return shipping when you change your mind
3.1 If you change your mind about something you have bought, SafeSend covers the cost of sending it back. We arrange the collection or the return label, and we pay the freight.
3.2 To be returned under SafeSend, goods must:
-be returned within 30 days of the actual delivery date;
-be unopened, in their original unmarked packaging, and in saleable condition; and
-be an eligible product. Eligibility is shown on each product page.
3.3 Product eligibility restrictions. Products classified as dangerous goods may be ineligible for return under this clause, as shown on the product page. A carrier will not collect them from a residential or farm address without compliant packaging and documentation, and in some cases will not carry them on a return leg at all.
3.4 We arrange the return ourselves rather than reimbursing you for one you book. This ensures the consignment is packed, labelled, and carried as required by law. Goods returned without prior arrangement are not covered under clause 3.
3.5 Changing your mind before your order is dispatched is a cancellation, not a return. Cancel before dispatch, and you get a full refund including the SafeSend fee, with nothing to send back and nothing to pay.
3.6 This clause covers the return freight. The conditions on which we accept a change of mind return are set out in our Returns Policy and are not changed by SafeSend.
4. Priority service when a delivery goes wrong
4.1 If your order is damaged in transit, lost in transit, or stolen in transit, notify us, and a dedicated team member will be assigned to your case. We will contact you within one business day and manage the issue through to resolution. Business day means a day other than a Saturday, Sunday, or public holiday in Toowoomba, Queensland.
4.2 We deal with the courier. You do not need to contact them, lodge anything with them, or wait on their outcome.
4.3 A courier investigation can run for days or weeks. With SafeSend, we do not wait for it to finish before sending your replacement or organising a refund.
5. Advance replacements for damaged goods
5.1 With SafeSend, we dispatch your replacement as soon as we have verified your request. We do not wait for the affected goods to reach our warehouse first.
5.2 Where we need the affected goods back, we arrange and pay for collection, or tell you how to store or dispose of them safely. Either way, your replacement has already been sent.
6. How to make a request
6.1 Email [email protected] or call 1800 780 317 with your order number and, where goods are delivered damaged or with missing items, provide photographic evidence.
6.2 You bear no expense in making a SafeSend request. We bear the cost of replacement goods, the return freight under clause 3, and any collection of affected goods.
7. When SafeSend does not apply
7.1 SafeSend does not apply where:
-the delivery address you gave us was incorrect or incomplete;
-you redirected the consignment after it was dispatched;
-goods were taken after they were delivered to the address you gave us, or to a place you told us to leave them;
-goods have been opened, decanted, applied, mixed or moved from the delivery point by you or on your behalf, except where such action is directly related to the reported issue or defect;
-the goods are not eligible for return under clause 3.2, for a change of mind return; or
-the consignment is experiencing standard carrier delays and remains in transit.
8. Limits
8.1 We may decline a SafeSend request, or decline to sell SafeSend in future, if we determine the service is being subject to misuse, abuse, or is otherwise being utilised outside its intended fair use. We will tell you if we do, and your rights under the Australian Consumer Law are unaffected.
9. Your rights under the Australian Consumer Law
9.1 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 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.
9.2 These rights apply to every order, whether or not you add SafeSend. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.
9.3 If your order arrives damaged, is incomplete, is taken in transit, or does not arrive at all, contact us, and we will rectify the issue at our cost, including freight. You do not need SafeSend for that to happen.
10. Cost, duration and general
10.1 The SafeSend fee is $4.95 including GST, charged once per order. It is not transferable and cannot be redeemed for cash.
10.2 The fee is refunded in full if you cancel your order before it is dispatched. Once your order has been dispatched, the fee is not refundable.
10.3 SafeSend applies to the order it was purchased with for 30 days from the actual delivery date, or, in the event of a lost consignment, 30 days from the expected delivery date.
10.4 We may change these terms from time to time. The terms current when you placed your order apply to that order.
10.5 These terms are governed by the laws in force in Queensland.