SPLITBOXES AUSTRALIA PTY LIMITED
Terms & Conditions
These Terms & Conditions apply to purchases made through the Splitboxes website and govern the supply of products and services by Splitboxes Australia Pty Limited ("Splitboxes", "we", "us" or "our").
By placing an order through the Splitboxes website, you agree to these Terms & Conditions.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law (ACL) or other applicable laws.
1. Orders
Orders can be placed through the Splitboxes website by selecting products, adding them to your shopping cart and completing the checkout process.
Before submitting an order, please carefully check your product selection, quantities, delivery address, billing information and contact details.
Orders may be processed for dispatch shortly after they are received. Once an order has entered the processing or dispatch stage, changes or cancellations may not be possible.
We reserve the right to contact you if there is an issue with your order, including product availability, pricing, payment or delivery information.
If a product becomes unavailable after an order has been placed, we will contact you regarding the available options.
2. Product Information
We make reasonable efforts to ensure that product descriptions, images, specifications and other information displayed on our website are accurate.
However, product packaging, appearance, specifications and manufacturer information may change from time to time.
Product images are provided for illustrative purposes and may not always represent the exact packaging or appearance of the product supplied.
Customers should review the product description, specifications, pack size and quantity before placing an order.
If you require confirmation that a product is suitable for a particular application, please contact Splitboxes before purchasing.
3. Pricing
All prices displayed on the Splitboxes website are in Australian dollars and include GST unless otherwise stated.
We reserve the right to correct typographical, pricing, product information or other errors appearing on the website.
If an obvious pricing error affects an order, we may contact you before dispatch to confirm whether you wish to proceed at the correct price or receive a refund for the affected product.
4. Payment Options
Splitboxes accepts the payment methods displayed during checkout, which may include:
- Credit card
- Debit card
- PayPal
- Bank deposit
- Approved 14-Day Credit Account
All prices include GST unless otherwise stated.
Bank Deposit
If you select bank deposit as your payment method, your order will be processed for dispatch after cleared funds have been received.
To help us identify your payment and process your order promptly, please email your payment receipt to sales@splitboxes.com.au, quoting your order number.
We cannot guarantee dispatch until cleared funds have been received.
5. 14-Day Credit Account
The Splitboxes 14-Day Credit Account is available to eligible Melbourne-based business customers who purchase regularly from Splitboxes.
To apply, customers may request a Credit Application Form by emailing sales@splitboxes.com.au.
Approval is subject to credit assessment and is at the discretion of Splitboxes Australia Pty Limited.
Approved customers must pay invoices within 14 days of the invoice date.
Splitboxes may assign a credit limit to an approved account. Orders exceeding the applicable credit limit may require payment before dispatch.
Late or overdue payments may result in account suspension, restricted ordering, reduction of the credit limit or withdrawal of credit facilities.
Splitboxes reserves the right to review, vary, suspend or withdraw a credit account in accordance with applicable law and the relevant account terms.
6. Delivery
Splitboxes provides Australia-wide delivery through Australia Post/eParcel for eligible orders.
Delivery charges are calculated based on factors including the delivery address and the weight and dimensions of the parcel or parcels. Applicable delivery charges are displayed during checkout.
Estimated delivery timeframes may be provided during checkout. Delivery timeframes are estimates only and may be affected by carrier delays, public holidays, weather, remote delivery locations or circumstances outside our reasonable control.
Tracking
Once an order has been dispatched, tracking information will be provided where available.
Customers can use the tracking information supplied to monitor the progress of their delivery.
Signature on Delivery
Where signature on delivery applies, Australia Post may require a signature and record the recipient's name at the time of delivery.
If nobody is available to receive a parcel, Australia Post may leave a collection notice or take the parcel to an appropriate collection location in accordance with its delivery procedures.
Authority to Leave
Where available, customers may request an Authority to Leave (ATL) through Australia Post.
If ATL is authorised, the parcel may be left in a suitable location without obtaining a signature. Australia Post may record the delivery location, including by taking a photograph.
Where a parcel has been delivered in accordance with an authorised Authority to Leave instruction, Splitboxes is not responsible for loss, theft or damage occurring after delivery, except where liability cannot legally be excluded or limited.
Customers should only request Authority to Leave where the nominated location is reasonably secure and protected from weather and other foreseeable risks.
PO Boxes and Parcel Lockers
Australia Post deliveries may be sent to eligible PO Boxes and Parcel Lockers.
However, delivery options may depend on the size, weight and nature of the products ordered.
Multiple Delivery Addresses
Each order can be delivered to one delivery address.
If you require products to be delivered to multiple locations, separate orders may be required.
Incorrect Delivery Address
Customers are responsible for ensuring that the delivery address supplied at checkout is complete and accurate.
If an order is returned to Splitboxes because of:
- an incorrect or incomplete delivery address;
- refusal of delivery;
- failure to collect the parcel; or
- another circumstance attributable to the customer,
applicable return postage, redelivery and handling charges may apply.
Where permitted by law, a 15% restocking or handling fee may also apply to eligible returned products.
Redirecting a Delivery
If you need to redirect a parcel after dispatch, you may be able to use Australia Post's available redirection services, subject to Australia Post's terms and eligibility requirements.
Customers can use Australia Post's MyPost services where eligible.
Splitboxes cannot guarantee that a delivery address can be changed after an order has been dispatched.
Pick-Up
Splitboxes does not currently offer customer pick-up or collection services.
Orders must be delivered using the available delivery options provided at checkout.
7. Returns
We want you to be satisfied with your purchase.
Subject to your rights under the Australian Consumer Law, eligible products may generally be returned within 30 days of delivery, provided the applicable return conditions are met.
Unless otherwise required by law, returned products should be:
- new and unused;
- unopened;
- in their original packaging; and
- in a condition suitable for resale.
Certain products may not be eligible for change-of-mind returns because of hygiene, health, safety or other product-specific considerations.
Change-of-Mind Returns
For eligible change-of-mind returns, a 15% restocking fee may apply.
Unless the return is due to an error by Splitboxes, a product fault covered by applicable consumer guarantees, or another circumstance where Splitboxes is responsible for the return, the customer may also be responsible for applicable return shipping costs.
Incorrect, Damaged or Defective Products
If you receive a product that is incorrect, damaged or defective, please contact us as soon as possible.
We may request photographs, product information, packaging details and other information to help us assess the issue.
Where a product is confirmed to be faulty, defective or incorrectly supplied due to an error by Splitboxes, we will provide an appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, the remedy may include repair, replacement, refund or another appropriate resolution.
Where applicable, Splitboxes will cover reasonable return shipping costs associated with an error or product issue for which we are responsible.
Product Inspection
Returned products may need to be inspected before a replacement, refund or other remedy is finalised.
Where a product is returned as faulty but is found not to be defective, and the matter is not otherwise covered by our return policy or consumer guarantees, the product may be returned to the customer.
Where permitted by law, applicable postage or handling costs may apply in these circumstances.
Hygiene and Non-Returnable Products
For health, hygiene and safety reasons, certain products cannot be returned once opened or used unless the product is faulty, defective or otherwise covered by an applicable consumer guarantee.
This may include certain personal-care, medical, hygiene or protective products.
Where a product has specific return restrictions, these may be stated on the relevant product page.
If you are unsure whether a product can be returned, please contact us before purchasing.
Returns After 30 Days
Change-of-mind returns will generally not be accepted after 30 days from delivery.
This does not affect any rights you may have under the Australian Consumer Law in relation to products that are faulty, defective, unsafe, not fit for purpose, or otherwise covered by an applicable consumer guarantee.
8. How to Return an Item
To submit a return request:
- Log in to your Splitboxes account.
- Select Orders under My Account.
- Locate the relevant order.
- Select Return Item(s).
- Select the product or products you wish to return.
- Provide the requested information and submit the return request.
- Wait for confirmation and return instructions from our team.
Please do not send products back before your return request has been approved or return instructions have been provided.
If you do not have access to your account or require assistance, please contact sales@splitboxes.com.au.
9. Return Shipping
For approved change-of-mind returns, the customer is generally responsible for return shipping costs.
Where a product is incorrect, defective or damaged due to an issue for which Splitboxes is responsible, we will arrange or reimburse reasonable return shipping costs where applicable.
Return shipping arrangements may vary depending on the product and circumstances.
10. Restocking Fee
A 15% restocking fee may apply to eligible change-of-mind returns.
The restocking fee does not apply where the return is due to an error by Splitboxes, a confirmed product defect covered by applicable consumer guarantees, or another circumstance where the fee cannot legally be charged.
11. Refunds and Credit Notes
Once an approved return has been received and assessed, any applicable refund will generally be processed to the original payment method.
The time required for the refund to appear in your account depends on the payment method and financial institution.
We aim to process approved refunds as promptly as reasonably possible.
Where appropriate, Splitboxes may issue a credit note instead of a refund, subject to the circumstances of the return and applicable law.
12. Replacements
Where a replacement has been approved, Splitboxes may arrange for a replacement product to be sent after the original product has been returned and assessed, where appropriate.
For defective products, Splitboxes may require the original product to be returned for inspection before a replacement is issued, where permitted by law.
Replacement products are not subject to the standard 15% change-of-mind restocking fee.
13. Orders Returned Due to Delivery Issues
If an order is returned to Splitboxes because the customer:
- provided an incorrect or incomplete delivery address;
- refused delivery;
- failed to collect the parcel; or
- otherwise caused the parcel to be returned,
applicable return postage, redelivery and handling charges may apply.
Where permitted by law, a 15% restocking or handling fee may also apply to eligible products.
If you require the order to be sent again, a redelivery charge may apply.
14. Order Cancellation
If you need to cancel an order, please contact Splitboxes as soon as possible.
Orders may be processed for dispatch shortly after being placed, so cancellation may not always be possible.
Cancellation Before Dispatch
If an order has not yet been dispatched, we will consider the cancellation request.
Where a cancellation is permitted before dispatch for reasons other than a fault, error or other circumstance for which Splitboxes is responsible, a 15% cancellation or processing fee may apply, subject to applicable law.
Cancellation After Dispatch
Once an order has been dispatched, it generally cannot be cancelled as an ordinary order cancellation.
If you no longer require the products, the request may instead need to be handled under the returns provisions of these Terms & Conditions.
Applicable return shipping, restocking or handling charges may apply to eligible change-of-mind returns, subject to applicable law.
15. Customer Accounts
Customers are responsible for maintaining the confidentiality of their account credentials and for activity conducted through their account.
Please notify Splitboxes promptly if you believe your account has been accessed without authorisation.
We may suspend or restrict an account where we reasonably believe there has been unauthorised use, fraudulent activity or a breach of these Terms & Conditions.
16. Privacy and Security
Splitboxes takes reasonable steps to protect personal information and payment information provided through our website.
Personal information is handled in accordance with applicable Australian privacy laws.
We do not sell customers' personal information.
Payment transactions are processed using secure payment technology. Credit card information is transmitted securely to our payment provider and is not stored by Splitboxes where the payment process is handled by the relevant third-party payment provider.
We may share information where reasonably necessary to process and fulfil an order, including with payment providers, delivery providers, technology providers and other service providers involved in operating our business.
Customers may contact us with questions regarding the handling of their personal information.
17. Electronic Communications and Marketing
By placing an order or creating an account, you consent to receiving communications necessary to process and manage your order or account, including:
- order confirmations;
- invoices;
- delivery notifications;
- account communications; and
- service-related messages.
Where permitted by law, Splitboxes may also send marketing communications about products, services and promotions.
You may unsubscribe from marketing communications at any time using the unsubscribe option provided in the relevant communication.
Unsubscribing from marketing communications will not prevent us from sending essential communications relating to your orders or account.
18. AI Chatbot Disclaimer
Splitboxes may provide an AI-powered chatbot or virtual assistant to assist customers with general product and website enquiries.
The chatbot is intended to provide general information only and does not replace advice from the Splitboxes team or an appropriately qualified professional.
While we aim to provide useful and accurate information, AI-generated responses may contain errors, omissions or outdated information.
Product availability, pricing, specifications, delivery information and other important details should be confirmed on the relevant product page or directly with the Splitboxes team before relying on them.
The chatbot should not be relied upon as a substitute for medical, safety, legal, financial or other professional advice.
Splitboxes is not responsible for decisions made solely on the basis of information provided by the chatbot, except to the extent liability cannot lawfully be excluded or limited.
19. Website Availability
We make reasonable efforts to keep the Splitboxes website available and operating correctly.
However, we do not guarantee that the website will always be available, uninterrupted or free from errors.
Website availability may be affected by maintenance, technical issues, third-party services, internet connectivity or circumstances outside our reasonable control.
20. Events Outside Our Control
Splitboxes is not responsible for delays or failure to perform obligations caused by circumstances outside our reasonable control, including natural disasters, severe weather, carrier disruptions, industrial disputes, government actions, infrastructure failures or other unforeseen events.
This clause does not exclude or limit any rights or remedies that cannot legally be excluded or limited.
21. Australian Consumer Law
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.