Shipping, Delivery & Returns
Insulation Industries supplies insulation products and related building materials to trade customers, builders, installers and the general public. The following policy explains our order processing, payment, delivery, collection and returns procedures.
1. Order Processing
When you place an order through our online store, you will receive an order confirmation acknowledging receipt of your order.
An order confirmation does not mean your order is ready for collection or dispatch.
Orders are processed by our team during business hours. Once product availability and any required payment have been confirmed, our sales team will advise when your order is ready for collection or confirm the expected delivery timeframe, where applicable.
Delivery and collection timeframes are estimates unless otherwise agreed. If your order is urgent, please contact our sales team to confirm product availability and timing before making other commitments.
2. Payment
Payment requirements depend on your account status and the terms agreed with Insulation Industries.
- Prepaid orders must be paid for before collection or dispatch, unless otherwise agreed.
- Approved trade accounts must be paid in accordance with their agreed account terms.
- Where a deposit or outstanding balance is required, payment must be made before the relevant collection, delivery or installation stage, as advised by our team.
We will advise you of any applicable payment requirements before releasing your order.
3. Delivery
Delivery availability, charges and timeframes depend on the products ordered, delivery address, order size and transport requirements. Our sales team will confirm the applicable arrangements.
Please ensure your delivery address and contact details are correct when placing your order. You must also advise us of any site access restrictions, delivery limitations or special unloading requirements.
Insulation products can be bulky and may require suitable vehicle access, unloading equipment or assistance. Please ensure the delivery location is accessible and safe for the agreed delivery method.
Delivery timeframes are estimates unless expressly agreed otherwise. If delays occur, we will advise you of any relevant changes as soon as reasonably practicable.
If a delivery cannot be completed because of incorrect delivery details, restricted site access or unsuitable unloading arrangements, additional delivery or handling charges may apply where lawful and applicable. We will advise you of any such charges before they are incurred where reasonably practicable.
4. Collection
Collection is available where agreed with our team. Please wait for confirmation that your order is ready before travelling to our premises.
Orders are not necessarily available for immediate collection after being placed or paid for.
Please ensure your vehicle is suitable for the size, weight and quantity of the products ordered and that safe transport arrangements are in place.
5. Checking Your Order
Please check your order as soon as reasonably practicable after delivery or collection.
If products are damaged, missing, incorrect or do not match your order, please contact our sales team with your order number, a description of the issue and photographs where relevant.
Prompt notification helps us investigate and resolve issues efficiently. However, failing to notify us immediately does not automatically remove any rights you may have under Australian Consumer Law.
6. Change-of-Mind Returns
If you have ordered the wrong product, ordered too much or no longer require an item, please contact our sales team before returning it.
Change-of-mind returns are not automatically accepted. Return requests will be assessed individually, taking into account the product type, condition and whether it can reasonably be returned to stock.
Where a change-of-mind return is approved, products must meet the return conditions confirmed by our team. This may include being unused, unopened, in their original packaging and in a condition suitable for resale.
Special-order, cut-to-length or customised products may not be eligible for change-of-mind returns.
Where a return is approved, the customer may be responsible for reasonable return freight and any applicable handling or restocking charges disclosed and agreed to before the return proceeds, where lawful.
Please obtain return instructions from our team before sending any products back.
This policy does not limit your rights under Australian Consumer Law.
7. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, incorrectly supplied or does not meet an applicable consumer guarantee, please contact our sales team so we can assess the issue and arrange an appropriate remedy.
Depending on the circumstances and the nature of the failure, your rights under Australian Consumer Law may include a repair, replacement, refund or compensation.
For a major failure, you may be entitled to choose a refund or replacement. For a failure that is not major, you may be entitled to have the product repaired or replaced, as applicable under Australian Consumer Law.
We will not refuse a remedy you are legally entitled to simply because a product has been used, its original packaging is unavailable or our change-of-mind return conditions have not been met.
Where a product has a problem covered by Australian Consumer Law, reasonable return freight or collection costs will be handled in accordance with our legal obligations.
Please contact us before arranging to return a faulty, damaged or incorrect product so we can provide instructions.
8. Order Cancellations and Changes
If you need to cancel or amend an order, please contact our sales team as soon as possible.
Whether a change can be accommodated will depend on the order's processing stage, stock allocation, dispatch arrangements and any special-order requirements.
Where an order has already been dispatched, supplied or specially procured, cancellation may not be possible or additional costs may apply where lawful.
Nothing in this section limits any cancellation rights or other remedies available to you under Australian Consumer Law or other applicable laws.
9. Refunds
Where a refund is approved or required by law, we will advise you of the amount and processing arrangements.
Refunds will generally be made using the original payment method where practicable, unless another method is agreed.
Processing times may depend on your financial institution or payment provider. We will process refunds within the timeframe required by law or, where no specific timeframe applies, within a reasonable period.
Any conditions applying to approved change-of-mind returns do not override your rights under Australian Consumer Law.
10. Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.
For goods, you may be entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. For a failure that is not major, you may be entitled to have the goods repaired or replaced.
The remedy available depends on the circumstances and the applicable consumer guarantees.
Consumer guarantees may apply to purchases by individuals and businesses, depending on the nature and value of the purchase and how the goods or services are acquired.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified.
For more information, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au.
11. Contact Us
If you have questions about your order, payment, delivery, collection, cancellations or returns, please contact our sales team.
Insulation Industries
Email: sales@insind.com.au
Phone: 02 4910 8000
Business hours: Monday to Friday, 7:00 am to 4:00 pm.
Please include your order number and relevant details so our team can assist you.