Shipping & Returns

SHIPPING

Our delivery costs are calculated in the shopping cart prior to committing to purchase. Whilst we have a HUGE amount of product options that include free shipping, generally all bulky goods do have a delivery charge that is calculated on entering in your location.

The majority of our orders are currently being dispatched within 2 – 5 business days, and are sent with transporters which include Australia Post, Fastway, Toll, Direct Freight Express, Hunter Express or Allied Express dependant on the type of product. Many locations should expect to receive their order within 3 – 5 business days, though please allow up to 7-10 business days for receipt of delivery. Tracking is available.

Please Note – Due to the ongoing lockdowns occurring across the country, our warehouses and Courier partners are seeing a significant increase in parcel deliveries, along with thorough COVID-19 testing and quarantine where required impacting personnel across the networks, is causing some delays, which may see delays to dispatch times and parcels arriving outside of the usual delivery estimate times.

We do appreciate your patience and understanding whilst the couriers and warehouse teams endeavour to have these dispatched and delivered to you as soon as possible during these difficult and stressful times for all.

Current delivery estimates by State/Territory as advised by couriers:-

VIC                                5-13 working days

NSW, SA, ACT             7-15 working days

QLD, NT, TAS, WA.      10-19 working days

Updates from some of our partnered couriers:
Australia Post: https://auspost.com.au/service-updates/current-updates/lockdown-update
Aramex: https://www.aramex.com.au/contact-us/service-updates/COVID-19/

CHRISTMAS ORDERS

To avoid disappointment and due to the expected record levels of parcels to be delivered in the couriers networks, please ensure any products you are purchasing for Christmas presents are ordered before 29th November. Whilst the majority of our orders are received within 7 – 10 days, December will be an exceptionally busy time for everyone, including our partners in warehousing & transportation companies. Unfortunately we will not be able to give any assurances that parcels will arrive for Christmas if ordered past this date.

 

OUT OF STOCK ITEMS

Delivery of items is subject to availability, and whilst we take care to keep the site up to date with current out of stocks, we cannot accept responsibility or liability for any item that is not able to supplied. However, we will offer you a refund or store credit for any item that is unexpectedly delayed due to out of stocks.

CHANGE OF MIND RETURNS & EXCHANGES

We at Complete Storage Solutions would like for you to be happy with your purchase with us. If you do change your mind or are not satisfied with the product, we can arrange for a return of your item if you contact us within 14 days of the delivery arrival.

You will be responsible for the applicable shipping costs to facilitate the return, including the original shipping costs of sending the item to you and the cost of returning the item back to the warehouse.

The item will be need to be returned in its new condition and securely packaged in the original packaging of the item. We may request a photo of the item in its packaging prior to arranging the return booking.

We will offer the choice of:-

  • A refund of the goods purchased less the shipping costs
  • A store credit valid for up to 12 months less the shipping costs
  • An exchange of the goods purchased for another product less the shipping costs

To ensure appropriate tracking of the returned goods, all returns are to be arranged through Complete Storage Solutions. We accept no responsibility for items that are returned to us outside of being organised by us.

We reserve the right to refuse returned items if the items do not comply with our returns policy. Any items we have refused will be posted back to you and additional postage will be charged to you.

FAULTY, DAMAGED, MISSING PARTS or INCORRECT ITEM RECEIVED

All customers need to check all of their packages ideally within 7 days of delivery arrival to ensure the product has arrived in satisfactory condition, undamaged and with all its parts. If there is any issues with the delivery we must be made aware within 14 days of delivery arrival at the latest by contacting us and reporting the problem via our contact us page. There is also an option to choose “Report a problem” here, please provide as much detail as possible and include photos or a short video of the issues to assist in a quick resolution. As some file types may not upload there, you can also email us with all the needed information at info@completestoragesolutions.com.au

In the unfortunate event you receive a faulty, damaged or have missing parts, the warranty team will assess for a suitable resolution. This can usually include the options of replacement parts sent, partial credit if appropriate or return for refund. Please note – photos or a short video showing the faults or damage to the item are required for it to be assessed under a warranty return. Failure to provide evidence of faults will cause the warranty claim to be rejected.

If we accidentally dispatch the incorrect item to you, please notify us ideally within the first 3 days of receiving your delivery. We will offer to send you the correct item and organise the pickup and return of the incorrect product.

Please note, for refunds we require the item to be sent back to us for the refund to proceed. This will require the unit to be re-packaged preferably in the original packaging or alternate packaging by the customer for safe transportation by a courier. Our warranty team will liaise with you to arrange a pickup at our cost for a faulty or damaged unit under the warranty period. We arrange the return with third party couriers which can require a minimum of 3 business days notice for a collection date.

Note – any refund, credit voucher or replacement/exchange will be arranged only after collection of original item has occurred.

WARRANTY

All products purchased through Complete Storage Solutions are covered at the minimum by Australian Consumer Law Standards

If you have a claim for warranty, please contact us with the issue and provide photos or video showing the concern. Under warranty issues will be addressed and solutions offered to resolve. These options may include replacement parts, replacement product if available, partial credit or refund, or return for full refund.

Warranty does not include:-

  • Usual and normal wear and tear
  • Damage caused by improper assembly, abnormal use/abuse of product, lack of maintenance or care with the product
  • Damage due to adverse weather conditions, for example high winds etc.
  • Damage only impacting packaging
  • Damage caused by own handling of the goods
  • Minor imperfections or blemishes
  • Minor variations in dimensions, colour, grain or finish
  • Return of other products within your order that do not have a warranty issue. Any products you wish to return alongside will be subject to the change of mind policy.

If you are unsure, please contact us for assessment of your issue. Our customer service team are happy to assist.