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Shipping, Returns and Warranty
Quick, Efficient & Reliable
FAQ's - Frequent Questions.
Where do you ship from?
- In general we ship from Ashmore which is located in Queensland Australia.
Do you Ship to Post Office Boxes?
- YES (Australia Post only).
Do you ship to Parcel Lockers?
- Yes, however we will contact you for ID and to confirm your order. We will require photo ID to confirm you are who you say you are.
- Parcel Lockers pose a significant risk to our business, if you can choose an alternative then we ask you do so. Be prepared for lots of questions and ID when using a PL as an address.
How much do you charge for Shipping orders UNDER $180 AUD ?
- We have a flat standard rate of $12.50 per order to all parts of Australia if the order total is under $180. This is a standard service which is the most cost effective delivery. Should you require a faster service, options with price will be displayed at checkout.
How quickly do you ship?
- We keep most stock in our Ashmore Warehouse. Orders will be dispatched within 1 business day, orders may take up to 1-3 days if stock needs to be sourced.
How long does it take to receive my order?
- We use AusPost, Direct Freight or Fastway - Sydney, Melbourne, Brisbane are 1 to 2 days - Perth is 3 to 5 Business Days - others are 2-5 days.
- Remote locations can be 8-15 days.
Where do you ship to?
- All over Australia
Do you ship overseas?
- Unfortunately we do not, at this point in time.
What happens if it is needed Urgently?
- Yes we can facilitate an extremely urgent order.
- We can use many different methods of shipping an order same day if required. We can use UBER to TNT Same Day services.
- Even if you are in Broome Western Australia, we can get it there fast..
Obviously we need to cover our freight costs, so there will be an additional charge for urgent deliveries.
How will you ship my order?
We use various methods of Carriers, these include:
- Australia Post
- Express Post
- Direct Freight
- Fastway Couriers
- TNT
- EMS
- We can also use any courier of your choice.
It is very simple, most items are sent via Australia Post - this covers every address in Australia including PO BOXES.
We place your items into a carton, label it and take it to the post office.
We tend to prefer TNT or Fastway when delivering to a business address and AusPost for home addresses, only because the parcel is taken to the local Post Office if you are not home and it makes it easier for collection at the end of the day.
How long will my order take?
Our order fulfillment process is very fast and in most cases shipped within 1 business day.
Due to many variants in customer addresses, product sizes, times that couriers come and go from our warehouse, we will choose the best option for shipping your parcel.
However, if you have any specific requirements please email or call us to discuss your needs.
There are "Humans" throughout the sales process, from website product management, picking, dispatch, long haul couriers to the delivery man knocking on your front door.
So it is important that if something does not go according to plan you are understanding and reasonable when following us up, it is our intention to deliver to our promises.
Do you offer Click & Collect?
The short answer is "most of the time", due to a massive product range we may not have the item available in our Ashmore QLD branch.
It is important before coming to collect that you CALL FIRST 07 5531 1991 to confirm the item is available for sale.
What if I am not available to receive my parcel?
It is important to track your parcel and ensure someone is home to receive the parcel.
If you are not at home when the Carrier tries to deliver your parcel, a calling card will be left and you will need to either go to the Post Office to collect or call the courier company to make other arrangements. This process will delay the delivery of your parcel.
Carriers operate 9am-5pm, Business Days (Monday to Friday) - no one has the power to make any carrier deliver at any particular time during the day.
If you use tracking supplied to you via our automated system, this will give you an idea of where your parcel is in the delivery process. The carriers simply say your parcel will be delivered between 9am and 5pm therefore we cannot be more specific than that.
Do you offer free shipping?
Free Shipping only applies to shipping locations within Australia.
We offer Free Shipping on most products, this has been factored into our pricing structure. Not all products are free due to size/weight or other factors outside our control.
To find out the cost of shipping, simply add products to your shopping cart and the shipping charge will be displayed.
For overseas customers, you will need to register and create an address, the shopping cart will then update the shipping charge.
Freight Information:
The freight charge will appear during the checkout process & we do ship to all parts of Australia.
We ship to PO Boxes however there must be street address with landline phone number as the bill to address. PO Boxes only option is Australia Post.
We use a combination of Australia Post and Couriers to deliver our products and you may occasionally receive 1 or more shipments. It is important that when you order you have the delivery where someone is available to receive and sign for the item.
Returns, Warranty and Refunds
Australian Consumer Law
Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.
If you are a consumer under the Australian Consumer Law:
- Our goods 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 for 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.
- Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price. Sintech Lighting adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.
All products sold through Sintech Lighting are covered by a minimum of 12 Months Manufacturers Warranty. Some products where stated have longer warranties, these are stated in the product listing.
Installation:
Most of our products do require a licensed electrician for installation, do not attempt to install yourself if the product is not a stated as DIY
Intended use:
It is important to note that products are warranted when used in the environment / method intended from the manufacturer and with in specifications. Use in environments where there is the possibility to reduce the life of the product will exclude the user from any claims or warranty.
Change of Mind Purchaces
The buyer may within seven (7) days of receipt of any Goods claim the right to return any Goods that are damaged in transit, or delivered after an agreed date of arrival to the buyer, if the goods are not in accordance to the customer's order. If the buyer fails to notify Us in writing of its claim for rejection and its reasons therefore within such a period, the buyer will be deemed to have accepted such consignment.
A request for cancellation of any order by the buyer, wrong selection or change of mind must be notified to Us in writing no later than (14) days prior to any quoted delivery or consignment dates and must be agreed to by Us. As a condition of accepting such cancellation, Sintech Lighting may, at its discretion, require the buyer to pay a 20% (0% for Change of mind up to 14 days) cancellation /restocking fee, or freight charge determined by Us in order to recover any costs or loss (including, but not limited to, any loss of profits) incurred. Sintech Lighting reserves the right to refuse to accept return of Goods that have been already installed or opened from original packaging or which are no longer in returnable/ saleable condition. This includes marked or damaged retail packaging, handled goods, or product that is not in perfect re-saleable condition. Customer must provide a copy of original receipt, with returned goods.
Change of Mind 14 Day Returns Promise:
- You have up to 14 days from delivery of your product to notify us you have changed your mind and wish to return the product/s.
- Please email us notifying you are requesting a return.
- You have 5 days to get the product in the mail / in transit to us. Photograph the Auspost receipt and email through.
- We cover up to $20 return postage.
- The item must be in resaleable condition as delivered. Opened, used or incomplete items will not be accepted back.
- Once we receive the product, it will inspected and a credit or money back refund will be issued.
Returns:
There are several options for returning products, we recommend contacting the manufacturer in the first instance as they are able to troubleshoot and come up with options to solve your problems. The List of Contact details are below.
Should you need to return the items to us you will need to call 07 5531 1991 or email us (sales@sintechlighting.com.au) to obtain a RA Number then send your item to:
Sintech Lighting (RA NUMBER)
PO BOX 278
Upper Coomera - QLD - 4209
Sintech will pay for the returned postage back to the customer however it is the customer responsibility to pay for the item to be returned to us. Where an item is DOA(Dead on Arrival) Sintech will pay all associated costs in exchanging the item. If the item is found NOT to be faulty, the customer will be charged for shipping costs.
Some items will not be accepted for return unless faulty, these include cut cable, consumables or items that have been used or damaged.