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Manufacturer's Warranty

We are proud to offer a standard 12 month manufacturers warranty covering all products sold by Safety Xpress (unless otherwise stated).

For some products we offer 2 years, 5 years and up to 10 years warranty. (please refer to specific product page)

This warranty verifies that our products meet the highest standards for domestic and commercial use. This limited warranty gives you specific legal rights. You may also have other rights which vary from state to state.

A. Who does this warranty cover?

Anyone who has purchased goods directly from Safety Xpress is covered under this warranty. Please retain a copy of your order confirmation as proof of purchase. You will require this in order to make a warranty claim, without this proof of purchase we reserve the right to reject any claim under this warranty. Please also note that the warranty is for the benefit of the original purchaser only and is not transferable upon any resale.

B. What does the warranty cover?

This warranty covers defects in the fundamental manufacturing workmanship and/or materials of any Safety Xpress product that has, at all times, only been utilised for its intended purpose and is installed in accordance with our product installation guides.

C. What does the warranty NOT cover?

This warranty does not cover flaws that have been incurred due to mis-use, sub-standard installation or failure-to-follow care instructions. Similarly, the below are also excluded under the manufacturers warranty :

• Item preference and/or change of mind.
• Abnormal use.
• Physical abuse or damage to the products which causes defects.
• Exposure to extreme temperatures for a period of time that causes the materials to wear or permanently deform.
• Any claim made other than for the benefit of the original purchaser.
• Any fault that can be attributed to installation IF the installation was completed by persons outside of the ‘The Trustee for Safety Xpress Unit Trust’.

D. When does the warranty start?

The warranty starts on the date of delivery of the items and lasts until the end of 12 months from that date.

E. Your Responsibilities

To make a claim under this Warranty, please send: 1) a brief written description and photo of the problem or condition that you believe constitutes a defect; 2) proof of purchase (such as your order number or an original dated sales receipt) to Safety Xpress at sales@safetyxpress.com.au

We reserve the right, in our sole discretion, to require photographs, further information or descriptions, or to physically inspect the items prior to accepting a particular claim under this Warranty.

Return of the faulty item is the purchasers responsibility whether that be financial cost of delivery or personal physical delivery of items to the nearest Safety Xpress location.

F. What do we do when we get all this from you?

Any evidence we receive regarding the potential warranty claim, including the product itself (in some cases), will be examined and evaluated by Safety Xpress. When we have received the evidence, we will decide at our sole, reasonable discretion whether your claim is covered by the warranty or not. If we determine that it is covered, we will repair or replace (as applicable) and ship your complete items back to you. Safety Xpress reserves the right to offer you a similar like-for-like replacement, should your item be of discontinued status. Safety Xpress will cover the shipping expenses of the first warranty claim. The warranty period does not restart, but rather continues from your original purchase date.

G. What if I only want a refund?

This warranty does not automatically give you the right to a refund. The warranty only covers replacements, repairs and upgrades for successful warranty claims. Should the item not be suitable for repair / replacement or upgrade, a refund or compensation may be offered in lieu at the discretion of Safety Xpress.

H. Warrantor

The Trustee for Safety Xpress Unit Trust sales@safetyxpress.com.au

SHIPPING POLICY

How is shipping cost calculated?

Shipping cost will vary depending on your location. You can use our handy shipping calculator on every product page to estimate shipping - by putting in your state and postal code to estimate the shipping price of a specific item.

If you are buying more than one item and would like to see shipping cost for all items in your cart, you can enter your location on Check Out Page, our system will calculate shipping cost for you depending on your location and the shipping method chosen.

For example, same pallet of items will cost less to deliver to a metro location compared to delivery to a remote location.

Note SafetyXpress partner with a variety of delivery carriers, we do not have our own delivery fleet or our own drivers to deliver goods to you. This is so the customers will always get the best rate and that delivery will occur as quickly as possible.

Can I choose Click and Collect?

Yes, you can choose click and collect from our 3 locations: Keysborough VIC 3173, Prestons NSW 2170, Staplyton QLD 4207. You will receive an email once your order is ready to be collected, you can come to our warehouse to pickup during business hours Mon - Fri after having received the pickup confirmation email.

Please note on our website checkout page, even though you choose in-store pickup, our system will still require you to put in a shipping address. However, at bottom of page, please choose NO DELIVERY – in store pickup. Rest assured that you won’t be charged any shipping cost as on your receipt Shipping fee will be $0.00.

How do I know that my order has been shipped?

Once your payment has been processed, you will receive an email from online payment system acknowledge your payment, our sales team will also email you an Invoice.

Our warehouse will pack your order after payment is received.

A shipping confirmation email will be sent to your email as soon as your order is packed / dispatched, meaning the courier has picked up your order from our warehouse.

If you do not receive an email within 2 business days of placing your order, please check your junk and spam folders first, if you still do not find a confirmation email, please contact our customer service team sales@safetyxpress.com.au or call 1300 049 246

When will I receive my order?

• For most orders placed before 11am on a business day, our warehouse will pick them and have your order ready for dispatch same day after 11 am.
• For orders places after 11am on a business day, your order will be packed and shipped the next business day.
• For orders placed on weekends / public holidays, your orders will be packed and shipping the next business day.
• Depending on shipping method and delivery location, time in transit will differ, please refer to table below on estimated time of delivery. For example, delivery to a remote location is likely to take longer than delivery to a metro location within 30kms of our warehouses.
• Note below is a guide only on estimated shipping times on our range of stocked items.

Location	Expected Delivery*	In Store Pickup**
Vic (Metro)	1 - 2 Business Days	Next Business Day
Vic (Regional)	1 - 2 Business Days	N/A
NSW (Metro)	1 - 2 Business Days	Next Business Day
NSW (Regional)	1 - 2 Business Days	N/A
Qld (Metro)	1 - 2 Business Days	Next Business Day
Qld (Regional)	1 - 2 Business Days	N/A
ACT	1 - 2 Business Days	N/A
SA (Metro)	1 - 2 Business Days	N/A
SA (Regional)	2 - 4 Business Days	N/A
WA (Metro)	4 - 5 Business Days	N/A
WA (Regional)	6 - 7 Business Days	N/A
NT (Metro)	4 - 6 Business Days	N/A
NT (Regional)	5 - 7 Business Days	N/A
TAS	3 - 4 Business Days	N/A

Expected Delivery*: for more accurate ETA, please always track your order with your chosen courier

In Store Pickup**: Check your email that your order is indeed ready to be picked up before you come, or you can call 1300 049 246 if you require same day pickup.

What does Lead Time Mean?

Some of our products have a lead time under Availability section. This means those products are not on site at our warehouse readily to be shipped, they are special order items or require manufacturing and assembly. Taking these factors into consideration it may be days before some products are ready to be shipped. Meaning products with a lead time will take some days to get to our warehouse, we can then get them ready and ship to you. For example, availability 3 -5 days meaning from the time you place your order with us, will take 3 -5 business days for your order to leave our warehouse, you will get an email notification form us once it leaves our warehouse and is with the courier.

How do I track my order?

After you have received a confirmation email that your order has been despatched, please track your shipment with the courier company as per the details supplied.

You will have received your tracking number and how to track your shipping in the despatch confirmation email.

We advise that customers monitor this tracking information to ensure that deliveries are not missed.

Safety Xpress partner with a variety of delivery carriers depending on the delivery location as this allows us to ensure your delivery fee will always be minimal and the delivery will occur as quickly as possible.

Due to the range of delivery partners and their own individual policies, we cannot offer ‘call on delivery’ service however do offer ‘signature on delivery’ as an alternative.

Please ensure you monitor the tracking details provided to ensure you are up to date with the information regarding your pending delivery as Safety Xpress will not be held liable for freight that is delivered as requested.

** Note - Extreme Weather / Bush Fire Impact on Deliveries

If you are within an area that are affected by natural disasters OR freight route leading to your delivery location is affected by natural disasters, delivery of your order is likely to be delayed. Please always check couriers website as they would have the most up to date information.

** Note - COVID-19 Impact on Deliveries

Covid-19 restrictions/disruptions are impacting some of our delivery partners. For more details on how the current covid situation may affect your delivery, please always check your courier website as they would have the most up to date information.

If you have already checked with the courier, and still do not receive your order within 10 business days please contact us sales@safetyxpress.com.au or call 1300 049 246

Do I need a forklift onsite?

Any large or bulky order that will be packed on a pallet, will need a forklift to unload it from the truck. If redelivery with a tailgate truck will be needed, extra charges will apply. Please contact us if you are unsure if the product you wish to order require forklift / tailgate

Can you deliver to a PO Box?

Unfortunately we do not offer delivery to PO boxes due to size of most of our products. You will need to enter an address where someone will physically be there to receive the goods, as this will minimise possibilities of missed deliveries / lost goods

What if there won’t be anyone there to accept delivery of my shipment?

If no one will be available to accept delivery of your shipment at your delivery address, you have the option to write in the special instructions, Authority to Leave. When the customer has given us ‘authority to leave’, you as the customer is giving the delivery driver permission to leave the goods at the delivery address without a signature. SafetyXpress will NOT be held liable for lost/missing/misplaced goods when customer has given Authority To Leave.

Will I be charged extra if re-delivery is required?

Please check with your courier if redelivery is required, some courier will not charge a re-delivery fee is redelivery is to the same address, however as each carrier’s policy is different and may change anytime, it would be best to check / reschedule re-delivery with courier of your choice.

How come I have only received part of my order?

While your order will leave SafetyXpress together, we can not guarantee the courier will ship to you in one shipment. If you have received only part of your shipment, please contact your courier first, if you can not resolve the issue with your courier, please then contact SafetyXpress sales@safetyxpress.com.au or call 1300 049 246 within 14 days of having received a part shipped order.

What if I think my freight is lost / has gone missing?

If you think your order is lost / gone missing in transit, please investigate with your courier first. If you still can not find whereabouts of your goods and can not resolve the issue with your courier, you can then get in touch with SafetyXpress sales teams on 1300 049 246 or email sales@safetyxpress.com.au with your invoice or order number.

What if what I want to purchase is out of stock?

If the product you want to purchase shows out of stock on our website, you are more than welcome to get in touch with us and our sale team will be able to provide you will an estimated date this item will be available again. Please contact sales@safetyxpress.com.au or call 1300 049 246

What about the delivery that I receive after refund or reshipment of the order?

Suppose you receive the original order after refund or reshipped order, you have to return the original pack within two days. On the condition, you failed to return the package, you will be charged for the same in lieu of our shipping policy. If you like to return the product, our returns department will help you. Please contact sales@safetyxpress.com.au or call 1300 049 246

Do you ship to overseas?

SafetyXpress only offer shipping within Australia. We can ship to anywhere within Australia. We do not ship to locations outside Australia.

Free shipping promotions-

1. Free shipping is only applicable to orders that meet the minimum purchase required that is specified on our website or any other promotional material.
2. Free shipping promotions apply exclusively to stocked items and does not apply to items with lead times.
3. The minimum purchase amount for free shipping may vary and is subject to change at the discretion of Safety Xpress depending on different promotions.
4. The use of free shipping promotional codes cannot be used in conjunction with any other discount codes or offers.
5. Free shipping applies to orders that fall within the weight and size limitations set by our shipping carriers.
6. Oversized or heavy items may be excluded from free shipping and may incur additional shipping charges.
7. Free shipping orders will be processed and shipping in accordance with our standard shipping policies.
8. Delivery times may vary based on the destination and product and are subject to the shipping carrier’s terms and conditions.
9. Some promotions may require the use of a promotional code to access free shipping. Customers must enter the valid code at checkout to qualify.
10. Changes to orders, including modifications to shipping addresses may impact eligibility for free shipping. It is the customer’s responsibility to ensure accuracy during the order process.
11. Customers are responsible for return shipping costs unless the return is due to a defect or error on our part.
12. Any changes to the free shipping terms and conditions will be reflected on our website.

By placing an order with Safety Xpress, you agree to abide by these terms and conditions. If you have any further questions or concerns, please contact our customer service team on 1300 049 246 for assistance. Thank you for choosing Safety Xpress.

RETURN POLICY

What is SafetyXpress return policy?

You may return most new, unopened items within 30 days of delivery. Please note that a 10% restocking fee will apply if the wrong item is ordered or the return is due to change of mind. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). However, should the return be a result of your error or change of mind you will be required to organise and pay for the return shipping to us OR you can return your unwanted goods in original packaging to one of our warehouse locations.

Please note customers will need to organise pickup and return of goods to SafetyXpress themselves if it is due to change of mind, we do not offer pickup in this instance.

Any non-stocked items and custom ordered products including custom length mats, stair nosing, signs, handrail, trolley bays and any other custom order products cannot be returned due to change of mind.

What if the goods I have received appear to be damaged / faulty / or missing parts?

If you believe the products you have received appear to be damaged or faulty, or missing parts, please get in touch with SafetyXpress within 14 days, email photos or videos of what you believe is damaged / faulty / missing to sales@safetyxpress.com.au along with your PO or Invoice number before calling 1300 049 246, one of our sales team will get in touch with you once we receive the photos, we will look into the issue to determine the best resolution for you.

How do I lodge a request for refund?

If you would like to request a refund, it would be best to email sales@safetyxpress.com.au with your PO or Invoice number, or you can call 1300 049 246 to speak to our sales team, we will access the situation and determine the best resolution for you.

When will I receive my refund?

Please bear in mind all refunds are made to the original mode of payment.Refunds on Card Transactions must be returned to the same account used for the original sale where that account can be identified.

We'll notify you via e-mail of your refund once we've received and processed the returned item.

You should expect to receive your refund within 2 weeks of having initiated the refund process. This time period includes the approval required from us for the return, transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

You are always welcome to contact sales@safetyxpress.com.au or call 1300 049 246 if you need to speak to us regarding any product issues or return/refund queries.

Cancelled orders

Please be advised that if you opt to cancel an order due to change of mind, a 10% administration fee will be deducted from your refund.