Terms & Conditions: Shipping, Returns, and Privacy

1. Returns & Refunds Policy

We stand behind the quality of our gear. Our policy is designed to be fair to genuine customers while ensuring we can maintain high standards for everyone.

Australian Consumer Law (Your Rights)

Under the Competition and Consumer Act 2010 and Queensland Fair Trading practices, you are entitled to a refund, replacement, or repair if an item has a major problem. This includes items that are:

• Unsafe or significantly different from the description/sample.

• Faulty or do not perform as advertised.

• Damaged in a way that would have prevented the purchase if known.

“Change of Mind” Returns

We are not legally required to provide a refund for a change of mind. However, we may offer a return at our discretion under the following conditions:

• Timeframe: Requests must be made within 7 days of purchase and require a specific Return Authority from management.

• Condition: Items must be in original, unmarked, and unopened packaging. Used or fitted items will not be accepted.

• Fees: A 20% restocking fee applies. Original merchant fees (PayPal/Credit Card) are non-refundable.

• Strict Exclusions: The following are non-returnable:

  • Spoilable Goods: Paints, resins, sealants, PropSpeed, and tapes (Queensland heat can degrade these rapidly).

  • Custom Cuts: Any hose, wire, rope, carpet, or fiberglass cut to length.

  • Special Orders: Items specifically procured or paint-tinted for you.

Fair Use & “The Library” Policy

To maintain accurate stock levels and fair pricing, we do not allow our store to be used as a “lending library.”

• Measure First: Buying multiple sizes of fittings with the intent to return the “wrong ones” is not a genuine mistake. Please measure your requirements before purchasing.

• Limits: Change of mind returns are limited to two items per person, per month. We reserve the right to refuse future returns to customers who frequently buy and return items

  2. Shipping & Transit Protection Policy

  The “Ex Works” (EXW) Standard

  All orders processed by Marine Trade Supplies are shipped on an “Ex Our Warehouse” (Ex Works) basis. Legally, this means the transfer of responsibility occurs the moment the goods leave our possession—specifically, when they are loaded onto the carrier’s vehicle at our Coomera warehouse.

  Unless a specific Transit Insurance line item appears on your Tax Invoice, you are solely responsible for the goods during transit. We strongly recommend that customers maintain their own insurance policy for shipments where our internal protection is not applied.

  Mandatory Transit Protection & Handling Fee

  Due to the specialized nature of our inventory, we implement a mandatory Transit Protection & Handling Fee for the following categories:

  • Class 3 Dangerous Goods (DG): Including paints, resins, and antifoul.

  • High-Value Shipments: Any non-DG equipment with a value exceeding $2,000.

  How to confirm your coverage: Please check your Tax Invoice. If a line item for “Transit Insurance” is present, your shipment is covered by our policy. If this charge is not present and you would like the peace of mind of transit protection, you must contact our staff to have the charge applied prior to the goods being dispatched.

  Why This Policy is Necessary

  It is a critical “hard truth” of the Australian freight industry that national carriers—including our primary carrier, Team Global Express—do not offer insurance for:

  1. Any Dangerous Goods (DG) shipments.

  2. Any Non-DG shipments valued over $5,000 (against damage, loss, or theft).

  Without our specialized Marine Cargo insurance policy, customers would be left entirely out of pocket in the event of a carrier accident, fire, or loss. Our fee ensures that these high-risk/high-value items are fully protected while in the carrier’s network. We sometimes charge the Insurance fee at our discression to ensure 100% customer satisfation in the event of high value goods or shipments we deem a bit of a risk of damage. We truly want a positive outcome for you, our customer.

  Important Conditions & Claims

  • 24-Hour Reporting Window: If your goods arrive damaged, you must notify us within 24 hours of delivery. You are required to provide photographic evidence of the external packaging and the internal damage. Claims made outside this 24-hour window will be rejected by our insurers.

  • Authority to Leave (ATL): If you request an unattended delivery (“Authority to Leave”), all transit insurance is voided. You accept 100% of the risk for any loss, theft, or damage that occurs after the courier drops the package.

  • Signature Required: We highly recommend all deliveries be signed for to maintain insurance integrity.

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  3. Shipping Logistics & Realities

  Address Requirements

  • Business Addresses Only: We strongly prefer shipping to manned commercial business addresses. This ensures a signature is obtained and avoids the “re-delivery fees” that couriers frequently charge for residential missed deliveries.

  • Residential & PO Box Restrictions: We cannot ship Class 3 Dangerous Goods (Antifoul, etc.) or heavy items (such as bulk Anchor Chain) to PO Boxes.

  • Order Cancellations: Be aware that residential orders for DG or heavy chain will likely be cancelled by our team. To ensure your order proceeds, please provide a workplace address where a forklift or person is available to receive the goods.

  Freight Pricing & Regional Delays

  • Automated Quotes: Online freight quotes are estimates only. The Australian freight network is complex, and automated “web bots” occasionally fail to calculate the true cost of oversized or DG specialized freight. If the actual cost is significantly higher than the estimate, we will contact you to pay the difference or offer a full refund prior to shipping.

  • Regional Realities: If you live in regional areas such as Yeppoon, Gladstone, or Mackay, please plan for delays. These locations are often serviced by third-party local contractors for the “last leg” of the journey. This can add 1 to 2 weeks to the transit time.

  • Our Advice: If your project is time-sensitive and you are located in a regional area, we strongly suggest allowing at least 3 weeks for delivery or purchasing locally where possible. We share your frustration with carrier delays, but once the goods leave our warehouse, they are in the hands of third-party logistics providers.

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4. Pricing & Transparency

We work hard to keep our website and shelf labels synced, but errors occur.

• Price Errors: If an error is found, we will temporarily pause the sale of that item while we update the price.

• Refunds: If you have already paid for an item that was priced incorrectly, we will refund the transaction and rectify the listing. We do not engage in “bait and switch” tactics.

5. General Advice & Website Disclaimer

Not a Substitute for Professional Trade Advice

Our team members are experienced retail professionals, but they are not trade-qualified shipwrights, marine engineers, or naval architects.

• Any suggestions offered in-store or online are for general guidance only.

• For complex or safety-critical tasks, you must consult the Manufacturer’s Technical Data Sheets (TDS) or a qualified marine professional.

Limitation of Liability

To the maximum extent permitted by law, Marine Trade Supplies shall not be liable for:

• Direct or indirect consequential loss.

• Labor costs, yard fees, or additional boat lift/slippage charges.

• Costs arising from the incorrect application of products.

6. Privacy Policy

We manage your Personal Information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

• Collection: We collect information (names, addresses, etc.) to fulfill orders and provide services.

• Third-Party Disclosure: To fulfill our obligations, your data may be shared with freight providers and insurance underwriters (e.g., Status Insurance Brokers, NTI, or QBE) for transit protection claims.

• Security: Your information is stored securely. We generally keep client files for a minimum of 7 years to comply with Australian tax laws.

Contact Us

Marine Trade Supplies & Chandlery B2 / 200 Beattie Rd, Coomera QLD 4209 Phone: (07) 5500 0002 Email: shop@marinetradesupplies.com.au