Goods Return, Credit Claims & Freight Policy


Requests for return, or exchange, of Metlam goods that do not fall under warranty conditions; should have the following policy noted:


a) Returns or Credit Requests must be made within 60 days of original purchase date. No claim over 60 days will be accepted.

b) All goods must be in original undamaged packaging and must not have been installed or altered in any way.

c) To organise a credit claim or exchange of goods you are required to email your request including the details of your claim or exchange to accounts@metlam.com.au

d) In your email please include, your name, your company, the original Metlam order number, whether you are requesting an exchange of goods or a credit return, your contact details, and the actual goods you wish to return.

e) A 25% + GST Restocking Fee applies for all returns

f) Upon receipt of your email Metlam will review the claim and if successful issue you a G.R.A (Goods Return Authority) number. After the provision of the G.R.A number you must return the goods within 14 days with the G.R.A number attached to the goods to be returned. It is the sender’s responsibility to bear costs to return the goods and the goods must arrive at Metlam in original undamaged packaging and must not have been installed or altered in any way.

g) Goods that are received by Metlam without a G.R.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.

h) Please note that products that are manufactured and supplied under an O.E.M agreement or order cannot be returned under any circumstances

In situations whereas goods are delivered directly from Metlam 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 Glass or Mirrors, all glass items need to be checked upon receipt as per the statement on the cartons. Mirrors will only be replaced if damage claim is lodged with 48 hours of receipt of goods.

b) Metlam 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.

c) Any claims for goods that are damaged in transit on direct delivery from Metlam should be sent to accounts@metlam.com.au with your name, your company, the original Metlam 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 will respond to your request and assist to resolve 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 a resaleable condition.

FREIGHT POLICY

METLAM 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 $90.00 excl. GST or less, will have a $16.90 + 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 $90.01 excl. GST or more, will be shipped Free of Charge via a Metlam Australia’s nominated carrier.

Metlam Freight and Delivery Policy for both a) and b) listed above exclude any freight that is classified as Over Dimensional Freight* or Out of Zone Freight**.

c) Pick Up from Head Office (New Gisborne, Victoria): Any orders that are placed for customer pick up from Metlam Australia’s Head Office must be given with at least 24 hours’ notice.

d) Pick Up by Customer Own Nominated Courier: Any orders that are placed for customer’s own courier pick up from Metlam Australia’s Head Office, must be given with at least 24 hours’ notice.

e) * 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.

f) ** Shipments to Regional or Out of Zone Area's: Metlam Australia’s chosen carrier provides service to all regions of Australia. Some regional area's 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.

g) 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.


EXPRESS PARCEL DELIVERY SERVICE REQUEST

Metlam Australia endeavors 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 $90.00 excl. GST or less, the first 5kg overnight carton is included in the standard $16.90 + GST freight charge. If goods will not fit into a 5kg overnight carton, any subsequent 5kg overnight cartons required will incur a $21.70 + GST fee per carton.

b) For orders with an invoice total value of $90.01 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 $21.70 + GST fee per carton.


METLAM FREIGHT AND DELIVERY POLICY FROM METLAM’S WA WAREHOUSE (SOUTH FREMANTLE, WESTERN AUSTRALIA)

a) All orders with an invoice total value of $90.00 excl. GST or less, will have a $16.90 + 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 $90.01 excl. GST or more, will be shipped Free of Charge via a Metlam Australia’s nominated carrier.

a) Pick Up from Metlam’s WA Warehouse (South Fremantle, Western Australia): Any orders placed for customer pick up from Metlam’s WA Warehouse must be given with 24 hours’ notice. These orders will incur a $15.00 + GST Handling Fee.

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