Whereas goods purchased from Metlam Australia would like to be returned or exchanged within 60 days of purchase, provided they do not fall under warranty conditions. Please adhere to the following policy:
1. Returns or Credit Request Terms.
• All Returns or Credit Requests must comply with the Terms & Conditions outlined within this statement.
• All goods must be in their original, undamaged packaging and must not have been fitted or altered in any way.
2. Procedure to Organise a Credit Claim or Exchange.
• Send an email to [email protected], including the details of your claim or exchange.
• Your email should contain your name, company, the original Metlam Australia order number, whether you are requesting an exchange of goods or a credit return, your contact details, and the specific goods you wish to return.
3. Restocking Fees.
• A restocking fee applies to all returns as per below:
4. Issuance of R.M.A (Return Material Authorisation) Number.
• Upon receipt of your email, Metlam Australia will review the claim, and if approved, issue a R.M.A Number.
• After the provision of the R.M.A Number, you must return the goods within 14 days with the R.M.A Number attached to the goods to be returned.
• It is the senders' responsibility to bear the costs to return the goods and the goods must arrive at Metlam Australia in original undamaged packaging and must not have been fitted or altered in any way.
5. Conditions of Rejection
• Goods that are received by Metlam Australia without an R.M.A or damaged and not resaleable as per the criteria listed in this policy will be rejected and no claim or exchange shall be issued.
6. O.E.M Product Agreement
• Please note that products that are manufactured and supplied under an O.E.M agreement or order cannot be returned under any circumstances as per the terms of that agreement.
WARRANTY REPAIR OR REPLACEMENT CLAIMS
Where a claim is to be made for goods purchased from Metlam Australia that have been deemed to be faulty as per Metlam Australia Warranty conditions the following policy should be noted:
In situations where you believe goods may be defective under the Metlam Australia Warranty Conditions as listed on page 91 of the Metlam Australia pricelist.
a) Please visit our website www.metlam.com.au and visit the Services tab and then the After-Sales Service Support Page.
b) Please complete the online after-sales service support form and submit it to the Metlam Australia team.
c) Once submitted, a Metlam Australia Service Department team member will contact you and assist in resolving the matter in the best possible way.
GOODS DAMAGED IN TRANSIT CLAIMS
In situations where goods are delivered directly from Metlam Australia and are found to be faulty or damaged please note;
a) All claims for loss, damage, shortage or price variances must be made within 7 days after receipt of delivery, except in the case of Mirrors and Shower Seats. All Mirrors and Shower Seats need to be inspected upon receipt as per the statement on the cartons. Mirrors and Shower Seats will only be replaced if a damage claim is lodged within 48 hours of receipt of goods.
b) Metlam Australia Transport warranty only covers goods that have been delivered directly from Metlam Australia. Goods that have been on-delivered to a building site or third-party premises will not be covered under our replacement policy.
c) Any claims for goods that are damaged in transit on direct delivery from Metlam Australia should be sent to [email protected] with your name, your company, the original Metlam Australia Order number, the actual goods damaged, pictures of damaged goods, the transport company POD noting that the goods received damaged and your contact details if differing from the email.
d) Metlam Australia will respond to your request and assist in resolving the matter in the best possible way.
SAMPLES: Metlam Australia supports our customers with product sampling. Samples are invoiced and any discount applied is at the discretion of Metlam Australia. A full credit will be provided for samples that are returned in resaleable condition.
METLAM AUSTRALIA FREIGHT AND DELIVERY POLICY FROM HEAD OFFICE (NEW GISBORNE, VICTORIA)
Metlam Australia’s products are supplied nationally and are subject to the following conditions;
a) All orders with an invoice total value of $99.00 excl. GST or less, will have a $24.50 + GST flat delivery fee applied, and goods will be shipped via a Metlam Australia’s nominated carrier.
b) All orders with an invoice total value of $99.01 excl. GST or more, will be shipped Free of Charge via Metlam Australia’s nominated carrier.
Metlam Australia Freight and Delivery Policy for both a) and b) listed above exclude any freight classified as Over Dimensional Freight* or Out of Zone Freight**.
c) Pick Up from a Metlam Australia Branch:
• Any orders placed for customer pick up from a Metlam Australia Branch or Met-Collect location will incur a $6.00 +GST order fulfilment fee. All pick-up orders must be given at least 24 hours’ notice.
d) *Over Dimensional Freight:
• Goods that are deemed Over Dimensional (are of irregular shape or over 180kg chargeable weight) may incur surcharges relevant to the individual shipment and be shipped at the expense of the customer. In this instance, you will be contacted by a member of our Customer Service Team and notified if your order will incur any extra delivery charge. Your written approval will be requested prior to the processing of your order. Any additional charges must be paid for by the customer and are not the responsibility of Metlam Australia. If customers are not in agreement with these surcharges, customers are requested to organise their own cartage.
e) **Shipments to Regional or Out of Zone Areas:
• Metlam Australia’s chosen carrier provides service to all regions of Australia. Some regional areas may be classed as an “out of zone” delivery by our cartage providers and an additional freight charge may occur. In this instance, you will be contacted by a member of our Customer Service Team and notified if your order will incur any extra delivery charge. Your written approval will be requested prior to the processing of your order.
f) Receipt of Goods:
• Upon receipt of shipment from the relevant cartage representative you will be asked to sign a receipt of delivery/proof of delivery. Please ensure you inspect the goods prior to signing that you have received the goods.
i. Any outer carton damage or defects and missing cartons must be notified to Metlam Australia’s Head Office upon receipt of the goods. A signed POD/receipt of delivery is acknowledgment that you have received the goods in full and free of any damage or defect.
ii. The signed POD will be reviewed when assessing a claim for defect, damage or missing goods to ascertain if the claimed damage, defect or missing goods was noted prior to your store receipting the goods.
g) Direct to Site Delivery:
• Metlam Australia provides a standard Free into Store (FIS) service inclusive of delivery to store locations. For deliveries to building sites or third-party addresses, a point-to-point delivery service is recommended as the special requirements to deliver successfully to these locations fall outside the scope of common carrier agreements.
• It is recommended to use this service for any deliveries to third-party sites that require phone contact, delivery to a building site, or meeting a contact at the site. Upon request of this type of delivery, Metlam Australia will advise the fees applicable to utilise this service.
• The standard Free into Store (FIS) service does not include phone contact, waiting time at the site or delivery to a non-manned site and if delivery is rejected by the driver for any reason, then additional delivery costs may be incurred and need to be added to the invoice for the goods accordingly.
h) Chain of Responsibility for delivered goods:
• Once a shipment has been received by the purchaser and signed for in good order the chain of responsibility is then handed from the Transport company to the Receiver. This means that in signing the POD you are accepting these goods have been received in good order and undamaged.
• Upon signing the POD, the receiver is accepting responsibility for any goods that are then on-delivered to a building site or end user. If the end user lodges a claim for goods damaged in transit and it is found that the POD for delivery to the purchaser was signed for as received in good order, it is then beyond the control of Metlam Australia and Metlam Australia’s appointed carrier to assist or replace any goods that are then found to be damaged.
EXPRESS PARCEL DELIVERY SERVICE REQUEST
Metlam Australia endeavours to process and ship your order as soon as possible. Should you choose to request an express parcel delivery service, the following conditions will apply;
a) For orders with an invoice total value of $99.00 excl. GST or less, the first 5kg overnight carton is included in the standard $24.50 + GST freight charge. If goods will not fit into a 5kg overnight carton, any subsequent 5kg overnight cartons required will incur a $27.50 + GST fee per carton.
b) For orders with an invoice total value of $99.01 excl. GST or more will be shipped Free of Charge for the first 5kg overnight carton. Any subsequent 5kg overnight cartons required will incur a $27.50 + GST fee per carton.
GOODS DAMAGED IN TRANSIT CLAIMS
In situations where goods are delivered directly from Metlam Australia and are found to be faulty or damaged please note;
e) All claims for loss, damage, shortage or price variances must be made within 7 days after receipt of delivery, except in the case of Mirrors and Shower Seats. All Mirrors and Shower Seats need to be inspected upon receipt as per the statement on the cartons. Mirrors and Shower Seats will only be replaced if a damage claim is lodged within 48 hours of receipt of goods.
f) Metlam Australia Transport warranty only covers goods that have been delivered directly from Metlam. Goods that have been on-delivered to a building site or third-party premises will not be covered under our replacement policy.
g) Any claims for goods that are damaged in transit on direct delivery from Metlam Australia should be sent to [email protected] with your name, your company, the original Metlam Australia Order number, the actual goods damaged, pictures of damaged goods, the transport company POD noting that the goods received damaged and your contact details if differing from the email.
h) Metlam Australia will respond to your request and assist in resolving the matter in the best possible way.
