Returns
We are not required to provide a refund or replacement if you change your mind. This means If you buy the wrong size, buy the wrong colour or you simply change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase—e.g. your receipt.
All goods and items supplied shall be governed by the Competition and Consumer Act 2010 (the Act). We also adhere to Queensland Department of Fair Trading practices. Goods supplied by Marine Trade Supplies are subject only to the applicable manufacturer’s written warranty (if any) and, except to the extent prohibited by law, all other warranties with respect to Goods are hereby excluded. If a product is faulty we will do our very best, as quickly as we can to rectify the issue for you. If Goods supplied have a major fault or defect, we will rectify the issue or refund including freight.
For change of mind purchases within 14 days the following terms & conditions apply:
All returned goods must be accompanied by the original invoice or excerpt copy of bank statement page showing us the date & amount.
a. Goods will be accepted for credit when returned in the original, unmarked packaging within seven (7) days of purchase. (Except spoilable goods listed below)
b. After seven (7) days a return authority is required from Marine Trade Supplies.
c. A 20% restocking fee will apply on all change of mind returns if accepted.
No goods will be accepted for return if:
1. After 14 days from your invoice date, all sales are deemed final & there will be no change of mind returns.
2. When items have been used or fitted or damaged in any way.
3. If hose, wire, rope, fibreglass, matt, carpet etc has been cut to length as per customer requirement.
4. For items which have been specially procured.
5. When goods are not accompanied by the original invoice or proof of purchase.
6. Paints that have been tinted to your requirement as a special order.
7. Spoilable products such as paints, resins, propspeed, sealants, masking tapes etc change of mind returns are strictly not accepted. With the Queensland heat, just one day in a hot car where temperature’s can reach 50 degrees within 30 minutes will spoil the product, solvents evaporate, products break down and we simply cannot return these items on a change of mind return. We cannot determine if the product has been opened and or contaminated.
The cost of freight for returned items is the responsibility of the customer. No return will be accepted for credit, other than for manufacturer warranty issues, if more than 14 days from the original purchase date.
Here is a copy of the Fair Trading poster displayed in store.
If you find yourself with an item that is not accepted for return, consider Marketplace, Ebay, Gumtree and even public local noticeboards in marina’s and cafe’s. Someone is always looking for a bargain and these forums are a great way to get the majority of your money back.
NOTE: PAYPAL MERCHANT FEES ARE NOT REFUNDED ON RETURNS. We have people that purchase click & collect or pickup and intentionally try to bypass freight in the hope of getting us to ship anyway. We do not, freight charges are something we cannot control & on dangerous goods are expensive & if we have to refund a sale because you changed your mind, we are charged by Paypal some 2.8% fees plus .30c fixed. Paypal do not refund us, so we do not refund you. So be aware none of these merchant fees will be refunded if you change your mind or do not want to pay the actual freight charges on dangerous goods. Be aware these fees can up upwards of $88 on large purchases.
An Important note on change of mind returns, we are not a library where you buy a variety of items that you may need for a job and then return the unused items. We have a change of mind returns policy to help customers that have made a genuine mistake (with the exception of spoilable goods or cut to length items). Abuse of this policy will not be tolerated and management reserve the right to no longer accept change of mind returns if they feel a customer is essentially using us as a library. If you are a tradie, you should hold stock for your business use, just as we do. Therefore repeat buying and returning items is not acceptable and it is considered abuse of our policy. Change of mind returns are therefore limited to two items, per person per month and only on genuine mistakes that are determined mistakes by our management team. If you buy something as you are doing a job after hours and you are not sure if you need it or not but want it on hand, this is not a genuine mistake and you will not be able to return the item to us. You can always use ebay or market place to resell unwanted items.
Freight on returns
You are responsible for any freight charges incurred when returning a change of mind product to us.
Shipping
If you have asked us to ship a product to you, as soon as it leaves us, it unfortunately ends up in the hands of a third party carrier. We cannot control what happens once it has left us. We do take all care in packaging to ensure safe travel. We cannot ship DG Items (dangerous goods) to private addresses. If you are not home when the courier arrives, you are subject to re-delivery charges which at times we have seen equal to the amount of the initial shipment. We reserve the right to change carriers with respects in getting your order to your door in the most efficient way, especially with respects to residential addresses and the way TNT handle freight.
The best way to ensure safe passage is to give us a business address that is manned during business hours where someone will be there to sign for your package. If not, you will either have to pay additional shipping costs for re-delivery or pick it up from the carriers depot.
If you request us to leave your package unsigned at the door or behind a gate for example, you void any insurance or claim back to us. If it is left unattended, we simply cannot be responsible. You are very welcome to organize your own shipper to collect from us at your expense if this suits you.
Incorrect prices on our website & on in store shelf labels
This policy covers pricing advertised in store as well as on our website. We fully understand that deceptive advertising is against the law and we certainly do not engage in this practice. Our policy on incorrectly advertised products is clear and simple. If an error is brought to our attention, we reserve the right to immediately withdraw that product from sale until the price is corrected. With prices changing so often due to current inflationary pressure, we try our best to update our shelf labels but we are human, we can miss the very odd label. If pointed out we withdraw from sale or refund and correct the issue and relist the item for sale.
We are not required by law to sell a product that is incorrectly priced. We have a store policy to adhere to and our policy is simply we immediately withdraw it from sale until the price is corrected.
If you find a product priced incorrectly and we do withdraw it from being offered for sale, we do apologise and we will rectify it immediately. Once withdrawn and rectified, we will then relist the product for sale. Thank you for understanding this policy.
Privacy Policy
Marine Trade Supplies is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including [interviews, correspondence, by telephone and facsimile, by email, via our website http://www.marinetradesupplies.com.au, from your website, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
- For the primary purpose for which it was obtained
- For a secondary purpose that is directly related to the primary purpose
- With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
- Third parties where you consent to the use or disclosure; and
- Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
Marine Trade Supplies will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please write to us:
Marine Trade Supplies
Attn The Manager, B/200 Beattie Rd, Coomera QLD 4209