Returns and Refunds Policy (Australia)
Summary
We want every customer to be satisfied with their purchase, and we comply fully with the Australian Consumer Law (ACL).
Change of mind returns are accepted for eligible in-stock items when they are unused, in original packaging, and approved in advance.
Restocking fees are only used when a return requires material handling work and are often waived for simple or low effort returns.
For faulty, damaged, or incorrect items, we arrange repair, replacement, or refund and cover return freight.
For major failures under ACL, you choose the remedy.
Custom or fabricated items are not returnable for change of mind. Defects will be fixed.
Always contact us before sending anything back.
Email: admin@ssostorage.com.au
Phone: (02) 6299 3942
1. Scope and priority
This policy applies to all purchases from SSO Handling & Storage, online or offline.
Your rights under Australian Consumer Law take priority. Nothing in this policy limits or overrides those rights.
2. Change of mind returns for in stock items
Eligibility
A return request must be made within a reasonable timeframe after delivery.
As a guide:
Within 14 days for standard deliveries
Up to 28 days for large, long haul, or staged deliveries
The item must be:
unused
unassembled
in original packaging
complete with all parts and documents
approved by us before returning
Freight
Customers pay the cost of return freight for change of mind returns.
Freight must be trackable and signed for on delivery.
Evidence required
Before dispatching the return, please provide:
photos of the item before packaging
photos of the packed item
the consignment note and carrier contact details
Restocking fees
Restocking fees are applied only when a return requires genuine handling or repacking work.
Guide:
5 percent for small or light items
10 percent for medium items or items needing repacking
15 to 20 percent for large, heavy, or high value items
We often waive restocking fees for simple, low effort returns.
Items not eligible for change of mind returns
custom or fabricated items
modified items
special order items
clearance or discontinued goods
ACL rights for faulty items still apply.
3. Faulty, damaged, or incorrect items
Notifying us
Please contact us promptly with photos and order details.
As a guide:
within 7 days for standard transit items
up to 28 days for long haul or staged deliveries
We will be flexible where reasonable.
Your ACL rights
Under Australian Consumer Law:
For major failures, you may choose repair, replacement, or refund
For minor failures, we repair or replace within a reasonable time, otherwise you may request a refund
Freight for faulty or incorrect items
If an item is faulty, damaged in transit, or supplied incorrectly:
we cover return freight
we arrange pickup or provide a prepaid label
If inspection finds the item is not faulty, return freight may be deducted.
4. Manufacturer warranty claims
Please contact SSO first. We coordinate warranty claims on your behalf.
Requirements:
proof of purchase
photos or details of the issue
Exclusions:
wear and tear
misuse
accidental damage
incorrect installation not performed by SSO
Warranty coverage and timing vary by manufacturer. We will advise the next steps after initial assessment.
5. Refunds
Refunds:
are issued to the original payment method
are processed after inspection
take approximately 5 to 10 business days (banks may vary)
Shipping fees are not refundable unless the return is due to a fault, damage, or incorrect supply.
For change of mind returns, approved refunds may deduct:
restocking fees where applicable
return freight if we arranged the courier
6. Exchanges
Exchanges are allowed when the returned item is:
unused
in original packaging
pre-approved
Price differences will be charged or refunded as applicable.
7. How to return an item
Contact us first
Email: admin@ssostorage.com.au
Phone: (02) 6299 3942
Provide:
order number
photos for faulty or damaged items
explanation of the issue
Do not send returns without approval.
Return address
SSO Handling & Storage
U3 205 Gilmore Rd
Queanbeyan NSW 2620
Packing requirements
Use packaging that prevents transit damage.
Large or palletised items require suitable transport.
Carrier choice
You may use your own carrier for change of mind returns.
We require:
photos before dispatch
proof of packing
consignment note and carrier contact details
8. Services and installations
Service, assembly, or installation fees are non-refundable unless a verified issue affects safety or functionality.
For installed items:
uninstalling without our approval may affect eligibility for return or warranty
contact us first so we can assess options and minimise risk
9. Custom or fabricated items
Custom, fabricated, modified, or special order products are not returnable for change of mind.
If there is a fabrication or manufacturing issue, we will repair, replace, or otherwise rectify to ensure suitability.
10. Consumer rights
You have statutory guarantees under the Australian Consumer Law.
For major failures you may choose a refund, replacement, or compensation.
For minor failures you are entitled to a repair or replacement within a reasonable time.
Nothing in this policy limits those rights.
Create a Ticket
Fill out the below form to open a ticket for any issues you have.