Delivery & Warranty Info

Introduction

Ok, so there is a lot of information here, the lawyers made us do it.  

Here is a quick summary.  Basically if you receive a product form us that is faulty or damaged, let us know straight away and we will arrange for it to be replaced or refunded and returned.

If you the product doesn't match the description and you are not happy, no worries, just let us know.

If you change your mind, let us know and we will work something out that will keep you in our happy customer list.

You'll find we at 2 Mad Sisters are very flexible and will go above and beyond to keep our customers happy. 

So don't fear buying online.  We are in Brisbane, the majority of our suppliers are in Australia and the ones that aren't we keep the stock here in Brisbane and ship it direct to you.

We try to keep our stock levels up to date, they are usually updated each morning.  If something you order is not available we will work with you to find the best solution.

Cheers

2 Mad Sisters Team.

 

From here on down is what the lawyers made us do...

Warranty Info

All products generally offer a 12 month warranty, unless stated otherwise. Some products will be provided with extended warranty for your peace of mind. Please refer to the product listing for warranty period.
You are required to notify 2 Mad Sisters within 3 working days from delivery date in the unlikely event that the item arrives damaged or faulty.
In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To make a claim, you must provide us with an order number. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

Refunds generally take up to 3-5 working days to process, and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
The following terms and conditions apply to warranty:
  • Damages due to misuse by user or during delivery will not be covered by this warranty
  • This warranty does not cover any accessories or bonus gifts.

Damage on Arrival (DOA) 

    1. This warranty only applies to items that are broken when they arrive or appear to be not functioning on initial usage. The following terms and conditions apply to DOA warranty:
    • You must check your item(s) and report the damages or faults (pictures or videos) to us by email within 24 hours of receiving the item(s). We reserve the right to refuse any claims made after this time frame or additional charges (postage and handling) may apply.
      • Please do not return the faulty item to us without our approval.
    1.  

      Change of Mind

      Please make your purchase decision carefully as some of our products can not be returned if you simply change your mind.  If you find that the product is not suitable to your needs please contact us via email within 24 hours from delivery day, explaining the reason you wish to return the product.  We shall do our best to assist but cannot guarantee that we can return the product unless it is damaged or faulty as per our Warranty and Damaged on delivery policies.  Return postage in most cases will be the responsibility of the purchaser. 

       

      Delivery Times

      The estimated delivery time frames are:

      • For customers in VIC, approximately 4 - 6 working days;
      • For customers in NSW, SA, ACT, approximately 5 - 9 working days;
      • For customers in QLD, NT and TAS, approximately 8 - 11 working days.

      Undeliverable Packages

      In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.

      Inaccurate address

      Your personal information could be collected while you visit our website, when you deal with us over the telephone, send us correspondence (could be by letter, fax or email), or when you have contact with us in person. No personal information will be collected by us without your consent. We consider that your consent is granted when you complete the fields necessary to facilitate a transaction through this website.

      Unsuccessful Delivery Attempt

      If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office. If your item is delivered by Allied Express, arrangements will be made in advance to ensure your item arrives at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.

      Rejected by Receiver

      If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if the parcel has to be resent.
      The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service representative.
      Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

      Delivery Methods

      Item that weighs 22 kg or less will be dispatched with eParcel that is Australia Post’s Internet enabled freight system.
      Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.
      When your order is dispatched, you will be given a consignment number.
      Please visit http://auspost.com.au/track/ and use the given tracking number to track your item.
      For item that weighs below 22kg with a lower cost than eParcel, the item will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.
      Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Fastway’s website.
      A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate in formation is received by our customer service representative.
      To track item that is dispatched with Fastway, please visit http://www.fastway.com.au and use the given tracking number.
      Parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the biggest and independently owned courier company in Australia with offices in all major mainland capitals.
      Each parcel will carry a barcoded address label and you will be able to track your items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number.
      Allied Express requires consignment note and the postcode of the destination to track item at http://www.alliedexpress.com.au/ or call 13 13 73 for more queries.
      We have recently introduced a new courier, Direct Freight Express, to provide you more options of our delivery services.
      We have already started dispatching with Direct Freight Express and it is currently only within Victoria. Please be assured that there are no changes on order processing.
      To track your item, please visit https://www.directfreight.com.au/ and use provided tracking number.

      Undeliverable Post Codes

      Due to the limited access of our carriers, there are certain postcodes that we may be unable to deliver to. Please refer to the list below for more details.

      All items

      Postcode State Suburb
      5701 SA WOOLUNDUNGA
      6740 WA DRYSDALE RIVER
      6740 WA MITCHELL PLATEAU
      6740 WA OOMBULGURRI
      6740 WA KALUMBURU
      6740 WA PRINCE REGENT RIVER
      6740 WA WYNDHAM
      6743 WA WARMUN
      6743 WA CAMBRIDGE GULF
      6743 WA LAKE ARGYLE
      6743 WA DURACK
      6743 WA GIBB
      6743 WA KUNUNURRA
      7151 TAS HEARD ISLAND
      7151 TAS DAVIS
      7151 TAS MAWSON
      7151 TAS MACQUARIE ISLAND
      7151 TAS MCDONALD ISLANDS
      7151 TAS CASEY

      Bulky items

      Postcode State
      0800-0999 NT
      2641 NSW
      4450-4499, 4680, 4700-4805, 9920-9959 QLD
      4806-4899, 4900-4999, 9960-9999 QLD
      5701 SA
      6055 WA
      7151 TAS
      6215-6699 WA
      6700-6799 WA