Customer Service Policy
In these Terms and Conditions “we” and “us” mean Hanleys® - Hanley Industrial Enterprises Pty Ltd, ABN 49 010 930 471, PO Box 515, Virginia, Qld, 4014 the Website Owner, and “you” means you the customer or site visitor. Please read the Terms and Conditions carefully before placing any orders on: www.hanleysonline.com.au These Terms and Conditions together with your order constitute the entire contract between us and you for the supply of products. No other Terms and Conditions will apply. The contract may not be altered unless agreed to by us in writing or via email. From time to time we may change the Terms and Conditions on: www.hanleysonline.com.au. Please make sure you have read our Terms and Conditions at the time of purchase. Please direct all enquires for Online Purchases to: email@example.com. Please allow at least 1-2 days for us to respond to your enquiry.
All prices are listed in Australian Dollars and include GST. The prices indicated exclude freight and handling. Prices are subject to change without notice. Hanleys will at all times use our best efforts to ensure that the prices on our website are accurate at any point in time. The prices that are displayed on the website are only current at that particular point in time and we reserve the right to change our prices at any time without prior notice. When price changes occur, they will be automatically updated on the website.
If a price changes on the Hanleys website before you place your order, Hanleys at its discretion, reserves the right not to honour this price. Hanleys website prices and offers may vary from in store prices due to website specific sales and promotions. These promotions and prices will only be available online and not in any Hanleys store throughout QLD.
If you find a cheaper price on another Online Australian retailer, we will endeavour to provide you with a great price. Contact firstname.lastname@example.org for more info. The item must be in stock, and be the exact item to which we stock (ie. pack size, colour and supplier stock code). The Price Promise does not include liquidation, clearance, auction (ie. eBay™), or search engine retailers or cannot be used in conjunction with any other offer or promotion. We reserve the right at any time to not honour a price match.
We want you to be completely satisfied with everything you purchase online from Hanleys, so if for any reason you wish to return the product to us, you can do so within 7 days of receiving your order, provided the product is unused, in its original packaging and with the original receipt. We do not offer refunds if you simply change your mind or if you incorrectly puchased, you will be issued an online credit note to use toward a further purchase. The cost of freight for the return product will be your responsibility.
However, Hanleys must be notified of all returns for credit, or replacement of faulty, or incorrect goods within 7 days after the date of sale. All returns must be accompanied by a “Return Authority Number” (RAN). The RAN will be issued after Hanleys is notified about any goods for return. The purpose of the RAN is to identify items being returned as well as the respective customer details.
Upon return, all goods will be inspected for condition and completeness and treated in the following manner:
a) Any deemed faulty, will be replaced with new stock, at no further charge to the customer and the manufacturer will be notified of all faults or failures;
b) Any goods identified as being supplied incorrectly by Hanleys will be resupplied with the correct product, according to the customer online order, at no additional charge to the customer; or
c) Those goods returned for credit due to incorrect ordering, by the customer, must be in as new, unused condition and in original packaging.
Those goods that are specially requested by the customer and that are not standard stocked items will not be accepted for return or credit under any circumstances. Similarly, any goods that have been modified prior to dispatch, at the request of the customer, will not be accepted for return or credit.
Credit Notes must be used within 2 weeks of being issued. After the 2 weeks your Credit Note will expire and cannot be extended. Once the item has been received back to our warehouse, a staff member will email you an on-line Credit Note number. To redeem the Credit Note you must enter the code at Checkout. Credit Notes must be used in whole and cannot be split. On-line Credit Notes can be used On-Line only and are not valid in store.
On-Line Credit Notes cannot be transferred, change will not be given if the purchase price is lower than the Credit Note amount.
Refunds, Exchanges & Credits
Refunds, exchanges or credits cannot be given for special order or custom made items. We reserve the right to refuse a refund or exchange if items are returned used, soiled or damaged or not in their original packaging ready for resale. Under no circumstances will a refund or credit be given if the products received are used, worn, washed, soiled, damaged or without the original packaging. These items will be returned to the customer with the customer liable for any return shipping costs. Once goods have been received by Hanleys a credit note or refund will be issued. Postage and handling charges of returned products are not refundable unless a product is deemed faulty by the supplier or repair agent. It is up to the discretion of Hanleys to not accept returns for certain items for the reasons of hygiene and safety.
Please note that it is suggested that you send your return package by the most appropriate mode of receipted transport, giving consideration to the physical size, weight and nature (ie. Dangerous goods) of the package, as Hanleys cannot be held responsible for any product lost or damaged in transit.
Products offered on sale are not returnable unless faulty. This type of sale is considered final and any refunds are made the same way as the original payment method was made. Hanleys takes pride in supplying quality products. If goods are found to be faulty, as a result of manufacturing defect, you must contact us within 7 days of delivery in writing (by email). We will then work out the best way to rectify this. Hanleys reserves the right to assess the condition of returned goods prior to offering a repair, exchange or refund. This may result in the product being sent away for assessment and a repair, exchange or refund being refused.
Freight costs for returned products for repair will be the customer’s responsibility to and from Hanleys. Your product will be assessed upon arrival. If deemed a manufacturer fault, postage will be refunded and the product will be repaired or replaced. If the returned product is not deemed a manufacturer fault, all costs involved will be incurred by the customer, including return postage.
Warranty Claims must be proceeded in writing (by email) and we will ensure to our best ability to rectify the issue as soon as possible. You must be able to produce a valid receipt for all Warranty claims as claims may otherwise be rejected.
Credit Card Fraud
Whilst Hanleys employs the latest in Secure Sockets Layer (SSL) technology software for its transactions with our customers, Hanleys will not be responsible for any damages, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an un-authorised manner.
All online orders will be processed promptly and dispatched by the most appropriate mode of transport, when considering factors such as cubic size, weight and nature of product/s being shipped. Products classified as “Dangerous Goods” will be shipped in accordance with all legislation to ensure the highest standards of safety are maintained. As “Dangerous Goods” are only able to travel with other compatible substances, slight delays maybe experienced, but every effort will be made to inform the customer of any such delay.
Hanleys will endeavour to ship orders within 3 business days, however due to circumstances beyond our control, this may not occur. You will be contacted within a reasonable amount of time if a product is out of stock and has to be ordered in.
Delivery is quoted between 2 to 10 business days depending on your location within Australia and with whom your order is shipped through. This excludes items that are not instock at the time of order. Some out of stock, backordered or larger items can take up to 12 weeks for delivery.
Orders cannot be picked up from warehouse for liability reasons.
Shipping costs are influenced by the size and weight of the product and location. Shipping and handling costs are calculated in the shopping cart and will be added to the order total before checkout and cannot be discounted. If there is any error in freight charges ie. if your order is large and needs to be shipped on a pallet, there may be an extra charge in which we will contact you before shipping of this occurs.
All orders from our website will be delivered by third party, independent couriers. Once your order is dispatched, you will receive email advising of your freight tracking number. We cannot guarantee a date or time due to the high volume of deliveries. We do not deliver large items to P O Boxes. Couriers do not call prior to delivery.
Please ensure you open your parcel and check all items are included and are undamaged. Items purchased online from Hanleys are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon pick up by the courier. If goods are damaged we suggest to not sign for goods and to contact us within 48 hours of attempted delivery. If goods are signed for please include photos and details of damage within 24 hours. Claims for missing or damaged items cannot be accepted after 48 hours of receiving your goods.
Hanleys takes great care when packaging your order and rarely have our packages been damaged in transit. Small items and items that are quantity packed may be repackaged, please don't be worried if your order arrives in a plain box. In some cases, items may be split delivered by the couriers and this is out of our control. Generally your other parcels should arrive within 4 days of your initial delivery.
You can track your parcel via our partners on-line websites or email using
- http://auspost.com.au/track/ for Australia Post deliveries
- http://online.toll.com.au/trackandtrace/index.jsp for Toll Ipec deliveries
- email@example.com for Followmont Transport deliveries
- http://mainfreight.com/FreightTracking/FreightTracking.asp for Main Freight deliveries
- If you have any difficulties with these, please email: firstname.lastname@example.org and assistance will be given as promptly as possible.
In some cases of orders containing items that are on backorder, you may be offered a split delivery from our warehouse. You may be a charged for this and you will be advised what costs are at time of communication.
You have the option to decide whether you wish an order to be left if the premises are unattended. If this option is unselected and you wish for your order to Not Be Left Unattended, your order will be delivered to your nearest Australia Post outlet or courier depot for pickup. You will be left a calling card to advise pickup or to contact for redelivery of goods which is at the discretion of the courier if you are not in attendance at the time of delivery.
If you select your order to be Left If Unattended, your order will be left in a suitable place. It is not guaranteed that your order will be left if the courier determines that it may be unsafe or that there is a potential for theft. Please note that if you wish the courier to Leave If Unattended, that the title to the goods are transferred to you, and any occurrence for lost or stolen items are not covered. We suggest that someone be home to accept delivery if you wish to proceed with this option.
Customer Service Policy
Availability of Products
All products on our website are supplied subject to availability. We do not keep supply of all items on our website and we will notify you within a reasonable timeframe to advise if your order is out of stock or on backorder. We will happily organise a refund if a product cannot be supplied within a reasonable time.
Despite our best intentions, sometimes the website will enable you to order a product that is out of stock. We will advise you of this within a reasonable timeframe and may offer you and alternative of equal value. We cannot place orders for discontinued or clearance items.
Incorrect Goods Supplied
If Hanleys supplies you with an incorrect product, we will supply you with the correct product once the incorrect product has been returned to us in its original packaging and in resaleable condition. In the event of a wrong product being supplied, you must contact us within 24 hours of receiving your goods. The freight cost incurred will be determined by Hanleys.
Use of Goods
It is essential that all products purchased online from Hanleys are only used in the manner that they are intended to be used. We insist you read the instructions before attempting to use any product we have supplied to you. Supplementary information to that printed on the label of all chemical products is available on Material Safety Data Sheets these can be viewed, downloaded and printed by clicking on the ‘Resources’ tab and then choosing the appropriate manufacturer link. Products purchased from us may not be modified in any way whatsoever from the condition they were supplied in. Your warranty may be deemed void if this occurs.
All order cancellations must be emailed or sent in writing. Your order is considered current unless cancelled in writing (via email) by you. Fees apply to cancelled orders; general orders will incur a 20% cancellation fee. Larger orders incur a 50% cancellation fee and custom orders or special make orders incur a 100% cancellation fee. Orders cannot be cancelled once they have been shipped.
Method of Payment
We accept payment via Visa and MasterCard only, including Visa Debit and MasterCard Debit. All credit card transactions are secured using 1024 Bit Secure Socket Layer (SSL) Encryption. No credit card information is stored by this site. All credit card information is processed by ANZ and therefore complies with their strict privacy and security policies.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.
In order for Hanleys to fulfill an order you may place via our website, it is necessary for us to collect certain information from you. The type of customer information we ask for includes name and address for billing and delivery purposes, day phone number, email address, and product preferences.
Hanleys takes seriously the issue of our customer's privacy, and has taken the appropriate measures to ensure with confidence that any information given to us by our customers is protected. We recognise the sensitivity of your personal information and will never share your details with any other organisation. Hanleys has voluntarily committed to complying with Australian Privacy and Personal Information Protection Acts.
This commitment has been made by Hanleys to protect the privacy of its customers. It is our policy not to share any of the information you give us with any 3rd party. The only time information may be shared is for security and verification purposes which also ensure your safety as a consumer. Information you give us may be used by Hanleys for any up-coming promotional offers, please let us know if you do not want us to include you. Please state this to Hanleys when communicating with us.
All content included on this site such as, but not limited to, text, images and logos is the property of Hanleys or its content suppliers. This website is Hanleys copyright property and is protected by Australia and international copyright laws. You may not in any form or means adapt, reproduce, or publish any part of it without written consent from Hanleys.
Hanleys will not be liable for any indirect, incidental or significant damages or loss including but not limited to loss of income, loss of use, loss of property, loss of business or profits howsoever arising and whether caused by tort (including negligence), breach of contract or otherwise. To the extent permitted by law, Hanleys does not accept any liability for any damage or injury caused by the use or misuse of products purchased from Hanleys.
To the extent that Hanleys may be liable for a breach of a condition of The Trade Practices Act 1974 (other than a condition or warranty implied by section 59 of the Act), the maximum aggregate liability for any product supplied to you whether in contract, tort (including negligence) or otherwise shall in no circumstances exceed the amount payable by you to us in respect of the product(s) in question. Any transactions on this website and all legal aspects associated with this site will fall under jurisdiction of the laws of Queensland, Australia.
Hanleys shall not be liable for any delay in performing any of its obligations under these Terms and Conditions if such delay is caused by circumstances beyond the reasonable control of Hanleys, and Hanleys shall be entitled to a reasonable extension of time for the performance of such obligations.
These Terms and Conditions shall be governed by and construed in accordance with the laws of Queensland, Australia and shall be subject to the non-exclusive jurisdiction of the courts of Queensland, Australia.
Our website is provided in the state of Queensland, Australia and conditions of use are subject to Australian law which governs these Terms and Conditions. We do not guarantee continuous, uninterrupted or secure access to our website and operation of our website may be interfered with or adversely affected by numerous factors or circumstances beyond of our control.
For further information, about any of the information in this statement, please contact our management at the email address: email@example.com