Shipping policy
DELIVERY DETAILS FOR ONLINE SALES
hec4x4.com.au only delivers within Australia. For international freight enquiries please contact us on admin@hec4x4.com.au. We have no hidden fees, just standard delivery charges based on the weight and size of your order. All delivery charges will be shown throughout the process for your peace of mind.
ABOUT OUR DELIVERY OPTIONS
HEC uses fastway couriers and your total will be calcualated at checkout. Please note that we can only deliver to physical addresses and cannot deliver to PO Boxes.
LARGE AND BULKY ITEMS
WHAT ARE TO BE DEEMED BY US LARGE, HEAVY AND BULKY ITEMS WILL NEED TO BE LOOKED INTO BY OUR TEAM AND MAY NOT BE SHIPPED TO SOME AREAS. IF YOU WOULD LIKE A QUOTE BEFORE PURCHASING PLEASE EMAIL ADMIN@HEC4X4.COM.AU
GENERAL SERVICE
Delivery options in this category are the most affordable delivery options available. They are facilitated by road courier services, ensuring all deliveries are tracked and as fast as possible. If your product(s) are eligible for free shipping, they will be sent by general service options.
EXPRESS SERVICE
Express Services are the fastest courier options available. For orders under 15kg, they will be sent by air, in most cases on an overnight Australia Post service. If your order is over 15kg, it will be sent by express road courier in order to keep the cost as affordable as possible. Please note that express services are not available for all areas.
DISPATCHING YOUR ORDER
Provided items are in-stock and payment has been received, 90% of orders are dispatched within 3 business days. If an item is out of stock we will back order it for you. For all orders over 25kg our customer service team will call to confirm a suitable time for delivery.
HOW LONG WILL MY ORDER TAKE?
As all our delivery prices are dynamically calculated, you will be provided with an accurate ETA at the checkout. This range is business days in transit, and commences after your order is dispatched. 90% of orders for products in stock are dispatched within 3 business days. You will receive an email once your order is dispatched with all the tracking details, and you may track your order on fastway.com or the relevant carriers website. If you have any questions that the tracking information cannot answer, please contact customer service.
WHAT WILL I DO IF I AM NOT HOME FOR DELIVERY?
Small items sent with Australia Post or Australian Air Express will be taken to your nearest Post Office, although a card will be left in your letterbox informing you of this. All other couriers will leave a calling card, which you will need to call the relevant number and arrange another time for delivery.
WHAT DO I DO IF MY ITEM HAS BEEN DAMAGED IN TRANSIT?
As none of the courier options are insured by default, hunter east coast offer’s you the choice to insure your new purchase to ensure a hassle free claim’s process in the event of a damaged shipment.
ABOUT THE INSURANCE OPTION
For your convenience, the company arranging the transport of your newly purchased item provides you with insurance for a nominal fee of 1.1% of your shipment value (inclusive of GST)
RECEIVING YOUR ORDER
All orders must be signed for, so please ensure there is someone available at the delivery address. If there is no one there the courier will leave a note and will either attempt to deliver it again or will leave the package at your local Australia Post office for collection.
UNSUCCESSFUL DELIVERIES
In the event that goods over 15kg are despatched and you are not available to meet the driver at the agreed time a rebooking fee will be charged to your account. You will need to contact customer service to arrange a new time and pay the fee. Normal delivery fees and charges apply.
Returns Policy
This policy sets out the circumstances in which goods supplied by East Coast 4×4 to a customer (“you”) will be accepted for return.
AUSTRALIAN CONSUMER LAW
HEC4x4 goods and services come with consumer guarantees under the Australian Consumer Law (“ACL”) which cannot be excluded. This policy is in addition to any rights you have at law including under the ACL which is Schedule 2 of the Competition and Consumer Act, 2010 (“Act”).
NO CHANGE OF MIND RETURNS
Please choose carefully as HEC does not accept return of goods because you change your mind or make a wrong decision about our goods or services.
ASSESSMENT OF GOODS FOR RETURN
HEC4x4 reserves the right to assess the eligibility of goods for return (including the condition and age of the goods) BEFORE accepting them as returned. All goods which a customer wants assessed for return must be:
- accompanied by proof of purchase from HEC4x4 either by providing a receipt or other proof of transaction; and
- unmarked and complete with instruction books and accessories and any other out of box accessories supplied as part of the purchase.
Please note that it may be necessary for the manufacturer of the goods to inspect the goods in order to assess eligibility for return. HEC4x4 will endeavour to procure such assessment within a reasonable time. While goods are being assessed, HEC4x4 will not be deemed to have accepted the goods for return.
WHEN GOODS WILL BE ACCEPTED FOR RETURN
HEC4x4 will accept goods for return only after assessment as set out above, where the goods:
- fail to meet a consumer guarantee under the ACL; or
- are subject to any warranty given by:
(a) HEC4x4; or
(b) the manufacturer of the goods; and the goods are returned in accordance with the terms of that warranty.
WHAT HAPPENS WHEN GOODS ARE ACCEPTED FOR RETURN?
Subject to any obligation of HEC4x4 at law to the contrary, when HEC4x4 accepts goods for return:
- for a failure to comply with a consumer guarantee which is not a “major failure”, HEC4x4 may either:
(a) have the goods repaired or provide an identical replacement ; or
(b) provide a refund of the amount paid for the goods; within a reasonable time. - for a failure to comply with a consumer guarantee which cannot be remedied or a “major failure” (as defined in the ACL), you may either:
(a) reject the goods and choose a refund or identical replacement or one of the same type and similar value (if reasonably available);
(b) keep the goods and get compensation for any drop in value of the goods caused by the failure; or
(c) agree with HEC4x4 to a repair of the goods; and - under warranty, HEC4x4 may either repair or replace the goods or offer a refund in accordance with the warranty.
A “major failure” is defined in the ACL and broadly is one where a reasonable consumer would not have acquired the goods had the consumer been fully aware of the failure, the goods are unsafe, substantially unfit for purpose or departed significantly from the demonstration model or sample. In this regard you should refer to the ACL.
If you reject goods purchased from HEC4x4 in accordance with the ACL, you must return the goods to HEC4x4.
If goods are accepted for repair, HEC4x4 will undertake such repairs within a reasonable time. All repairs will be undertaken as prescribed under the ACL.
If you are entitled to a refund under the ACL, your refund will be issued by credit card, cheque, EFT or PayPal depending on your original payment method for the goods.
WHAT HAPPENS AFTER YOUR GOODS HAVE BEEN REPAIRED?
After your goods have been repaired or replacement goods become available, as the case may be, HEC4x4 will contact you to make arrangements for delivery of your goods. HEC4x4 will only pay for delivery of the goods if they were repaired or replaced because of a major failure or if HEC4x4 is required by law to meet the delivery cost.
GOODS NOT ACCEPTED FOR RETURN
Subject to any obligation at law to the contrary, including under the Act, certain goods will not be accepted for return because of their nature, including the following:
- gift cards
- special orders
ONLINE SALE RETURNS
If you purchased goods online via HEC4x4 website and you would like to return them, you should first contact our Customer Services Department on (02)65576557 who will give you a Tracking Number and indicate where the goods should be sent for assessment of eligibility for return.
The process for return of goods purchased from HEC4x4 online is set out in this Returns Policy with the additional requirement that you need to first obtain a TN to identify your goods.
STATUTORY RIGHTS NOT AFFECTED
This Returns Policy will not affect your statutory rights including those under the ACL. To the extent of any inconsistency between this policy and your statutory rights, your statutory rights will take precedence.
FURTHER INFORMATION
If you have a question in relation to this Returns Policy or believe that HEC4x4 or any of our staff have not observed your rights under the ACL, please do not hesitate to HEC4x4 by writing to:
Customer Service
EAST COAST 4X4
158 MANNING ST
TUNCURRY NSW 2428
Telephone: (02) 65576557
Email: ADMIN@HEC4X4.COM.AU