Terms & Conditions
Who owns and operates this website?
This website is owned and operated by Van Line Distributors Pty Ltd. The contact details can be found under this site's 'Contact Us' link
Do I need to register?
No, but registration has its advantages. Customers shopping on this site have the option to register or not. Unregistered customers buy online at the same price - only saving the time to register. A registered customer has the advantage of a faster checkout on their subsequent transactions by having their delivery & contact details stored, view their current order status, view their purchase history, receive notification of new products, take advantage of future promotions and direct email specials. Registration is free...and fast.
Who can buy from you online?
Any Australian private resident or registered business. International customers should contact us via the 'Contact Us' link at the bottom of the home page to initiate their enquiry. OEMs and quantity buyers should initiate their enquiry via our contact form as this is best handled directly.
What payment methods do you use?
We only accept payment via Paypal. You don't need a Paypal account to pay us. If you own a debit/bank-card such as Visa or Mastercard you can pay us via Paypal at time of checkout.
Using Paypal protects you and us from fraud.
What countries do you deliver to?
We deliver to most destinations. Please see below for what constitutes Australian and international destinations.
We deliver anywhere in Australia (NSW, QLD, VIC, TAS, SA, WA, NT). Any destination outside those areas is deemed as international. We ship to most international destinations but not via our online shop facility.
For more information on deliveries please see here: http://www.vanline.com.au/shop/index.php?route=information/information&information_id=6
Stock availability:
We stock everything we sell. If in the unlikely event we are temporarily out of stock we will advise you with an ETA. You can order items found on our main website (we carry over 3,500 part numbers so it isn't practical to list everything online, nor is it the purpose of this shop site) but you should email us those enquiries and we will be happy to check availability and quote you.
Can I pick up my order?
Yes. During checkout you can elect to pick up your order from our premises at 6/11 Swaffham Rd, Minto, NSW, 2566. Our hours of operation are 7:30AM to 5:00PM Monday to Friday excluding public holidays.
What happens if the price changes?
If you place an order online the price is fixed even if we are out of stock and supply it at a later date. We have the right to cancel all or any part of your order in extreme cases such as extended or undetermined delivery date to us or quality related issues. We will advise you.
Do you provide a tax invoice?
Yes. An official tax invoice is sent with every delivery. You will need this proof of purchase for any future warranty claim.
Do your prices include the Goods and Services Tax?
Yes. We don't believe in hiding the GST value until checkout. What you see is all you pay - plus our flat rate delivery charge.
Can you cancel all or any part of my order?
We do reserve the right to cancel in extreme cases such as extended or undetermined delivery date to us or quality related issues. We will advise you.
Can I cancel an order?
Once the order is placed you have a limited time to cancel an order as our cut off time is 2pm for same day despatch. Once the order has been picked up and has left our premises, the delivery stage is out of our control. It is best to not have a reason to cancel before ordering.We think we provide enough information on our site to enable the purchaser to make an informed decision about the suitability of a given product, and we are just a phone call or email away to provide any further information that may be required.
Are my goods insured for loss or damage while being delivered?
No. This will cost you more and is time consuming to arrange. We can do it, but we need to quote you first. To give you an idea, the insurance premium is around 3% of the invoice cost of the goods and will take some time for the carrier to investigate and settle. We use carriers that have a near perfect track record for not losing freight as it enhances our customer's buying experience.
How long does it take to get my delivery?
Most cases overnight. Remote areas will take longer. We use TNT Road Express service. The delivery time is subject to TNT's current service conditions. To track your item see here: http://www.tntexpress.com.au/interaction/asps/transittimes_tntau.asp
Don't forget that someone must sign for the goods at your nominated delivery address otherwise your order will come back to us and you must pay for another delivery fee. Avoid having goods delivered to your home address.
If I make a mistake can I return goods?
Yes, but only after you have been issued a Return Authorisation (RA) by us. Contact us before sending anything back to us. We can only accept returns if they are stocked items and not specially ordered in for you. We can only accept goods where they are in their original, sealed, undamaged, unsoiled packaging and in a fully resaleable condition. Goods not meeting any of those conditions cannot be accepted back.
Mistakes are avoidable as we think enough information is provided on the site to make the customer confident and informed about their purchase before ordering. You can always email or ring us if you are still not sure if the item is right for you. Talking to customers about product is what we do best.
If the goods are not as described on the site can I return them?
Yes. That is our mistake - one that we hope not to make in the first place. Contact us before arranging to send them back so we can expidite a remedy.
What is the warranty period for the goods I purchased?
All goods are subject to the manufacturer's warranty statement. Generally speaking, almost all goods are covered by at least a 12 months warranty from time of purchase shown as the date stated on the tax invoice. Some goods are deemed a wearing part (such as a globe or fuse) and, as such, are not warrantable over a specific time but limited to delivered condition and workmanship. All goods are intended to be used in accordance with or within their designed specification and use outside of such accordance may void any warranty claim due to misuse or unfit for application. When you purchase the goods it is deemed that you have assesed that the goods are fit for purpose. If you require clarification please email us your enquiry and we will try to help with any information you need to decide if the goods are fit for your purpose.
All warranty statements are subject to state and territory laws.
What is the extent I can claim damages?
Damages arising from the use of the products sold by us is limited to the cost of replacing the goods only as the purchaser assesed the goods were fit for purpose in their application. Van Line Distributors Pty Ltd cannot be held responsible for the unsuitable or improper use or application of the goods it sells.
What is the warranty claim procedure ?
All warranty claims need an Return Authorisation (RA) prior to return and failure to do so will delay the claim process. Contact us via email to initiate the process.
Once the RA form has been issued, the RA form, the goods on the RA form along with any supporting documentation, including details about installation and application can then be returned. Goods being returned are done at the claimant's expense.
International customers should assess the risk in purchasing our goods before purchase as warranting such product may not be practicable or viable due to return shipping costs.
