Shipping, Delivery and Collection Policy

This policy explains the delivery, freight and warehouse collection arrangements for products purchased from Eco Deco Australia.

Due to the length, size and weight of wall panels and related products, delivery requirements and charges may vary depending on the order, destination and unloading conditions.

1. Delivery Areas

Eco Deco primarily supplies customers in Brisbane, Queensland and may arrange delivery to other areas of Queensland or interstate, depending on product size, carrier availability and destination.

Delivery availability and charges will be confirmed during checkout, by quotation or after reviewing the order.

Some products may not be suitable for standard parcel or courier delivery and may require a specialist freight carrier.

2. Delivery Charges

Delivery and freight charges are calculated based on factors including:

• Delivery location

• Product dimensions and weight

• Number of boxes, pallets or items

• Residential or commercial destination

• Vehicle and unloading requirements

• Access restrictions

• Carrier availability

• Urgent or scheduled delivery requirements

Unless expressly stated otherwise, delivery charges are additional to the product price.

Original delivery and freight charges are not refundable for discretionary or change-of-mind returns. This does not apply where a refund of delivery charges is required under Australian Consumer Law.

3. Delivery Estimates

Any delivery date or timeframe provided by Eco Deco is an estimate unless we expressly agree in writing to a guaranteed delivery arrangement.

Estimated delivery times may be affected by:

• Product availability

• Order processing

• Carrier schedules

• Traffic or road closures

• Severe weather

• Port, customs or biosecurity delays

• Industrial action

• Events outside our reasonable control

We will take reasonable steps to notify the customer of a known material delay.

Customers should not book installers or begin time-sensitive work until the products have been received, inspected and confirmed as suitable.

Eco Deco is not responsible for installer cancellation charges or project delays that were not reasonably foreseeable or directly caused by a failure to use reasonable care, subject to applicable law.

4. Delivery Address

Customers must provide a complete and accurate delivery address, including:

• Business or recipient name

• Street address

• Suburb and postcode

• Contact name

• Contact telephone number

• Relevant access instructions

• Details of gates, loading zones or restricted access

• Any requirement for a forklift or mechanical unloading

We do not deliver to PO boxes.

The customer must inform us before dispatch if the address is:

• A construction site

• A high-rise or apartment building

• A location with restricted vehicle access

• A location with narrow roads or driveways

• A site requiring prior booking or security access

• A location without suitable unloading facilities

Additional fees resulting from incorrect, incomplete or undisclosed delivery information may be charged to the customer where reasonable and permitted by law.

5. Site Access and Safety

The customer must ensure that the delivery location is safe, accessible and suitable for the delivery vehicle.

The carrier may refuse to enter a property or unload where doing so would create an unreasonable risk of:

• Personal injury

• Vehicle damage

• Property damage

• Bogging or obstruction

• Breach of site safety rules

• Unsafe manual handling

Where safe delivery cannot be completed, products may be returned to a depot or Eco Deco, and reasonable redelivery or storage charges may apply.

6. Unloading

Unless otherwise agreed in writing, standard delivery is to an accessible ground-level unloading point.

Delivery does not normally include:

• Manual carrying through a property

• Carrying products upstairs or into lifts

• Placement inside individual rooms

• Installation

• Unpacking

• Disposal of pallets or packaging

• Mechanical unloading

• Traffic management

• Crane or specialised lifting equipment

The customer must ensure that suitable people or equipment are available to safely receive and unload the products where required.

Where forklift, tailgate, crane or other specialised unloading is needed, this must be arranged before delivery and may attract an additional charge.

7. Attendance at Delivery

An authorised person must be present to receive and inspect the order unless an authority-to-leave arrangement has been approved.

The person receiving the order should check:

• The number of boxes, pallets or items

• Product codes and descriptions

• Visible packaging damage

• Signs of impact, crushing or moisture exposure

• Any missing or incorrect products

Where possible, visible damage or shortages should be recorded on the carrier’s delivery record before signing.

8. Authority to Leave

Where a customer requests or accepts authority to leave, the customer authorises the carrier to leave the products at the agreed location without obtaining a signature.

Authority to leave may not be available for every order or destination.

The products must be left in a reasonably safe location. The customer is responsible for promptly moving them to a secure, dry and suitable storage area after delivery.

Nothing in this section excludes liability for loss or damage caused before delivery or any rights available under Australian Consumer Law.

9. Failed Delivery and Redelivery

A delivery may be treated as unsuccessful where:

• No authorised person is present

• The address is incorrect or incomplete

• The site cannot be safely accessed

• Suitable unloading arrangements are unavailable

• Entry is refused

• The customer is not ready to receive the products

Reasonable costs for redelivery, depot handling, waiting time, return freight or storage may be charged where the failed delivery resulted from circumstances within the customer’s control.

10. Warehouse Collection

Customers may collect approved orders from Eco Deco’s nominated collection location by arrangement.

The collection address and available collection times will be provided when the order is ready.

Customers must not attend for collection until Eco Deco confirms that the order is ready.

The person collecting may be required to provide:

• The order number

• Proof of purchase

• Identification

• Written authority where collecting on behalf of another person or business

11. Collection Vehicle

Customers are responsible for bringing a vehicle that is safe and suitable for the size, length and weight of the products.

Wall panels may be long, heavy or vulnerable to bending and impact. Products must be:

• Fully supported

• Protected from movement

• Protected from rain and moisture

• Properly secured

• Transported in accordance with road and vehicle safety requirements

Eco Deco may refuse to load a vehicle where the proposed transport method is clearly unsafe or may damage the products.

Eco Deco staff may assist with loading where reasonably available, but the customer remains responsible for selecting a suitable vehicle and correctly securing the load before departure.

12. Customer-Arranged Freight

Where the customer appoints their own courier, freight company or representative:

• The customer is responsible for booking and paying that provider

• The customer must give Eco Deco the collection information

• The carrier must comply with the collection location’s safety requirements

• Risk generally passes when the products are collected by the customer’s authorised carrier, subject to applicable law

Any claim against a customer-appointed carrier may need to be made directly by the customer. This does not remove responsibility for a problem caused by Eco Deco before collection.

13. Inspection After Delivery or Collection

Customers should inspect all products as soon as reasonably possible after delivery or collection and before installation.

Please contact sales@ecodeco.com.au promptly if:

• Products are missing

• Incorrect products were supplied

• Packaging or products are damaged

• A product appears defective

Where possible, notify us within 48 hours and provide:

• Your order number

• Photographs of the full product

• Close-up photographs of the issue

• Photographs of the packaging

• Photographs of any pallet or transport damage

• The product code and affected quantity

The requested timeframe assists us with freight investigations but does not remove or limit any rights under Australian Consumer Law.

14. Concealed Damage

Some transit damage may not be visible until packaging is opened.

Packaging should be opened carefully and retained until the order has been inspected.

Do not cut, drill or install a product that appears damaged or incorrect. Contact Eco Deco so that we can assess the issue and arrange an appropriate response.

15. Storage After Receipt

Products must be stored according to the manufacturer’s instructions.

Unless the product instructions state otherwise, products should generally be:

• Stored indoors

• Kept dry

• Protected from direct sunlight and excessive heat

• Supported to prevent bending or distortion

• Protected from impact

• Stored away from chemicals or contaminants

• Allowed to acclimatise where required by the manufacturer

Eco Deco is not responsible for damage caused by improper handling or storage after delivery or collection, except to the extent required by law.

16. Pre-Order Deliveries

Arrival and delivery dates for pre-order products are estimates.

Products may be delayed by manufacturing, international shipping, port operations, customs clearance, inspections, unloading or local freight arrangements.

Eco Deco will provide reasonable updates if the expected availability date changes materially.

Customers should wait until products are received and inspected before confirming installation dates.

17. Risk and Ownership

Subject to applicable law, risk in the products passes to the customer when:

• The products are delivered to the agreed location;

• The products are collected by the customer; or

• The products are handed to a courier or carrier appointed directly by the customer.

Ownership of the products remains with Eco Deco until full payment has been received.

18. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right or remedy available under Australian Consumer Law.

Where products are confirmed to be faulty, incorrectly supplied or damaged before delivery, Eco Deco will provide the remedy and meet reasonable return, collection or transport obligations required by law.

19. Contact

For delivery, collection or freight questions, contact:

Eco Deco Australia
Email: sales@ecodeco.com.au