Returns & Refunds

Southern Plumbing Supplies Pty Ltd (ACN 120 287 452) — “Southern Plumbing”, “we”, “us”

This Returns & Refunds policy explains how we handle returns, claims and refunds for goods purchased through spplus.com.au. It forms part of, and should be read together with, our Terms and Conditions. Where this page and our Terms and Conditions differ, the Terms and Conditions prevail.

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot be excluded. Our goods come with guarantees that cannot be excluded under the ACL. For a major failure with the goods, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced. The terms set out below apply in addition to — and do not limit — your rights under the ACL.

Faulty, damaged, incorrect or short-delivered goods

Please examine your goods immediately on delivery. If any goods are faulty, damaged, incorrectly supplied, short-delivered, or do not comply with their description or quote:

• Notify us within 48 hours of delivery. Contact us at [email protected] or 02 6143 2680 with your invoice number and details of the issue.
• Lodge your claim in writing within 7 days of delivery. Any claim that goods do not conform to your order must be made in writing within 7 days of delivery; otherwise the claim cannot be accepted.
• Allow us to inspect the goods. We will arrange to inspect the goods within a reasonable time so we can assess the claim. If we are not notified within the timeframes above, the goods are taken to have been supplied free from defect or damage.

Where we accept that goods are defective and agree in writing that you are entitled to return them, we will — at our option — repair or replace the goods. Claims involving labour charges or product replacement can only be recognised where we have agreed the value of the claim and have been given sufficient time to investigate and resolve it.

Change-of-mind returns (non-defective goods)

We are not obliged to accept the return of goods that are not faulty. We may, however, agree to accept a return for credit at our absolute discretion, provided that:

• you obtain prior written approval from an authorised Southern Plumbing representative before returning any goods;
• the goods are returned unused and in their original condition, together with the original invoice; and
• the goods are standard stocked items — non-standard, special-order or specially-procured products cannot be returned.

Approved change-of-mind returns are subject to:

• a restocking charge of 15% of the product price — or, where the manufacturer applies a return charge, an amount equal to the manufacturer’s return charge plus 5%; and
• return freight and any other associated costs, which are payable by you and must be paid before any credit is issued.

Change-of-mind returns are resolved by way of credit, not a cash refund.

How to return goods

1. Contact our Customer Service team at [email protected] or 02 6143 2680 (Monday to Friday, 8:30am – 5pm) to report a fault or request approval for a change-of-mind return.
2. For change-of-mind returns, please wait to receive written approval before sending anything back.
3. Return approved goods to Southern Plumbing at 21 Lyell Street, Fyshwick ACT 2609, in store or by mail/freight. Return shipping for change-of-mind returns is the customer’s responsibility. Where goods are faulty or incorrectly supplied, your rights under the Australian Consumer Law apply.
4. Once we have received and inspected the goods — and, for change-of-mind returns, once return freight has been paid — we will process your repair, replacement or credit.

Title, risk and delivery

Title and risk in the goods pass to you on delivery or collection. Please check your delivery promptly so that any shortage or transit damage can be reported within the 48-hour window noted above.

Manufacturer warranties

Many goods we supply carry a manufacturer’s warranty. Where goods are not manufactured by us, we will use our best endeavours to pass on to you the benefit of any warranty or guarantee we receive in respect of those goods. Any such warranty applies in addition to your rights under the ACL.

Contact us

Southern Plumbing Supplies Pty Ltd
21 Lyell Street, Fyshwick ACT 2609
Email: [email protected]
Phone: 02 6143 2680 (Monday to Friday, 8:30am – 5pm)

For the full terms governing your purchase, please see our Terms and Conditions.