At Containers of Australia, customer satisfaction is important to us. We aim to provide high-quality shipping containers and a fair, transparent process for returns, refunds, replacements, and complaints.
This policy explains our voluntary return and refund procedures and should be read together with your rights under the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law. Where the ACL provides you with a remedy, those rights take precedence over this policy.
1. Australian Consumer Law
Our products are supplied subject to the consumer guarantees under the Competition and Consumer Act 2010 (Cth), Schedule 2 – Australian Consumer Law, where applicable.
These guarantees may give consumers rights where a container:
Is not of acceptable quality.
Is not fit for a purpose that was disclosed to us.
Does not match its description, sample, or agreed specifications.
Has a significant undisclosed defect.
Fails to meet other applicable consumer guarantees.
Depending on the circumstances, you may be entitled to a repair, replacement, refund, cancellation, or compensation.
For a major failure, consumers generally have the right to choose between a refund, replacement, or other remedy available under the ACL. For a minor failure, we may generally be entitled to provide an appropriate remedy, such as repair, within a reasonable time.
Our voluntary return periods and procedures do not limit these statutory rights.
2. Change-of-Mind Returns
Unless otherwise stated in writing, we do not provide refunds simply because you have changed your mind, selected the wrong container, no longer need the container, or found the product cheaper elsewhere.
However, this does not affect your rights under the Australian Consumer Law where the container has a problem or does not meet a consumer guarantee.
Because shipping containers are large and specialised products, customers should carefully confirm the required size, type, condition, intended use, access requirements, delivery location, and any local approval requirements before placing an order.
3. Voluntary 30-Day Return Policy
For eligible change-of-mind or commercial returns that are not covered by the ACL, we may accept a return request within 30 calendar days of delivery, subject to the conditions in this section.
To qualify:
The container must be unused and in substantially the same condition as delivered.
The container must not have been permanently installed.
The container must not have been cut, welded, painted, modified, altered, or structurally changed.
You must provide valid proof of purchase.
The return must be approved by us before the container is moved or collected.
This 30-day voluntary return policy does not apply to, or limit, statutory consumer guarantee claims.
4. Custom, Modified and Specially Fabricated Containers
Custom-built, modified, converted, or specially fabricated containers may not be eligible for a change-of-mind return once production, modification, or fabrication has commenced.
However, this exclusion does not remove or reduce your rights under the Australian Consumer Law where the product fails to meet a consumer guarantee.
5. Covered Problems and Claims
You should contact us as soon as reasonably practicable if your container:
Arrives with significant damage that was not disclosed before purchase.
Is materially different from the container ordered.
Has a significant undisclosed defect.
Does not meet an agreed specification or description.
Is not reasonably fit for a purpose that we agreed it would meet.
Has another problem covered by the Australian Consumer Law.
Depending on the circumstances and whether the problem is major or minor, we may provide an appropriate remedy, which may include repair, replacement, refund, cancellation, or compensation where required by law.
6. Used Containers and Normal Wear
Shipping containers, particularly used containers, may have ordinary signs of previous use, including:
Surface rust or weathering.
Minor dents and scratches.
Faded paint.
Cosmetic marks.
Minor floor or door wear consistent with the container’s advertised condition and grade.
These characteristics are not necessarily defects.
Where a particular condition, grade, defect, or cosmetic characteristic was disclosed before purchase, it will generally not constitute a fault merely because the customer later dislikes that characteristic. However, a disclosed condition does not exclude a separate consumer guarantee claim relating to a different problem that was not disclosed.
7. How to Request a Return, Refund or Remedy
To submit a request:
Step 1: Contact us at [business email address] as soon as reasonably practicable after identifying the issue.
Step 2: Provide your name, order number, delivery date, description of the problem, and photographs or other supporting evidence where available.
Step 3: Our team may assess the container and request additional information before determining the appropriate remedy.
Step 4: Where collection, inspection, repair, replacement, or return is required, we will provide instructions for the next steps.
Please do not independently arrange disposal, modification, return transport, or relocation of a container without first contacting us, unless immediate action is reasonably necessary for safety.
For large or difficult-to-return goods, where required by the ACL, we will arrange appropriate collection or cover reasonable return/transport costs associated with an eligible fault.
8. Damaged Containers on Delivery
If your container arrives visibly damaged:
Photograph the container before significant unloading or use where reasonably possible.
Record the damage on the delivery documentation where the carrier’s process allows.
Take clear photographs from multiple angles.
Contact us as soon as reasonably practicable.
Provide your order number, delivery details, photographs, and a description of the damage.
Failure to note damage on a delivery receipt does not automatically remove your rights under the Australian Consumer Law. We may still investigate the condition of the container and determine the appropriate remedy.
9. Return Freight and Other Costs
For an approved change-of-mind return, the customer is generally responsible for applicable return freight, collection, handling, and other agreed return costs.
A restocking or handling fee may apply to voluntary change-of-mind returns where this has been clearly disclosed and is lawful.
For a valid consumer guarantee claim, we will not impose unreasonable conditions that deprive you of your statutory rights. Where the law requires us to pay for collection, return freight, or reasonable associated costs, we will do so.
10. Refunds
Where a refund is required or approved, it will generally be processed using the original payment method, unless another method is agreed or required by law.
The timing of a refund may depend on the payment provider or financial institution.
Where applicable, the refund will include amounts that are required to be refunded under the Australian Consumer Law.
For approved voluntary change-of-mind returns, shipping, delivery, collection, handling, or other charges may be non-refundable where these charges were clearly disclosed before purchase.
11. Partial Refunds
A partial refund or other appropriate remedy may be offered where:
The consumer agrees to retain the container despite a problem;
The container has a minor defect; or
A partial refund is an appropriate remedy under the circumstances.
We will not use partial refunds to limit a consumer’s statutory rights where the ACL provides a different remedy.
12. Exchanges and Replacements
We do not generally process direct exchanges for change-of-mind purchases.
Where a container has a problem covered by the Australian Consumer Law, however, a replacement may be available where required or agreed.
For major failures with goods, consumers may have the right to choose a replacement or refund, subject to the ACL.
13. Loss or Damage Caused by a Consumer
A claim may be affected where damage or deterioration was caused by the customer’s misuse, neglect, unauthorised modification, improper installation, or other actions occurring after delivery.
Examples may include:
Cutting or welding the container.
Structural modifications.
Painting or coating that causes damage.
Improper lifting or relocation.
Unauthorised alterations.
Damage caused by improper storage or installation.
This section does not exclude any rights that the customer may have under the Australian Consumer Law.
14. Local Planning, Permits and Intended Use
Customers are responsible for checking whether a shipping container can legally be placed or used at their property.
Planning permissions, building approvals, zoning requirements, access requirements, environmental requirements, and other approvals may vary between states, territories, councils, and properties.
A customer’s inability to obtain a required approval after purchase does not automatically constitute a product defect or entitle the customer to a refund.
Customers should obtain appropriate advice from their local council or qualified professional before purchasing where approvals may be required.
15. Consumer Guarantee Notice
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This notice reflects the mandatory consumer guarantee wording published by the Australian Competition and Consumer Commission (ACCC).
16. Complaints and Dispute Resolution
If you are unhappy with a product, delivery, return, or refund decision, please contact us first so that we can investigate and attempt to resolve the matter.
Please provide your order number and relevant supporting information.
We will consider complaints fairly and in accordance with applicable Australian consumer law.
Nothing in this policy prevents a consumer from exercising rights available under applicable Australian law or seeking assistance from a relevant state or territory consumer protection authority or the ACCC.
17. Contact Us
For return requests, refund enquiries, consumer guarantee claims, or complaints, please contact:
[Australian Business Name]
[Australian Business Address]
[Australian Business Phone]
Email: [Australian Business Email]
18. Policy Changes
We may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, services, or applicable laws.
