INTRODUCTION

The buyers acceptance of Termatrac Australia PTY LTD (ABN 75 110 872 065) goods and/or services shall constitute acceptance of these terms and conditions. 

SHIPPING

1.  In Australia

If your order is placed by 10 am AEST, in most cases, it will be dispatched same day (excludes weekends and public holidays). In the event of any delays, you will be notified by our Customer Service team.*Please note we may take an extra day or two to prepare your order based on product availability. In the event that an order item is not available Termatrac will advise the customer of backorder time frame or arrange an alternative agreement.

Shipment fee is subject to change at any time.

      STARTRACK

The average delivery times for Standard delivery are:

• 2-3 Business days for Australia wide including most country areas *Please note that these delivery timeframes are an estimate only, based on the Startrack guidelines.

For peace of mind, all packages within Australia are delivered via a tracked Startrack service. If there is no one present to accept your delivery, Startrack will leave a notice advising that your parcel will be retrievable from a nearby Post Office or depot (or as indicated on the undeliverable notice)

           2. In United States of America (USA)

Shipment fee is subject to change at any time.

       FEDEX GROUND

The average delivery times for Standard delivery are:

• 4-7 Business days for USA wide including most country areas. *Please note that these delivery timeframes are an estimate only, based on the FedEx Ground guidelines. Bad weather conditions can cause unforeseen delays in the expected delivery date.  

Termatrac provides a tracking number to clients once the order has been shipped. Customers are recommended to use the tracking number to track the delivery process of goods.  If there is no one present to accept your delivery, FedEx Ground will leave a notice advising that your parcel will be retrievable from a nearby Post Office (or as indicated on the undeliverable notice).

DELIVERY TERMS

Termatrac is not responsible for the delivery of goods. Whilst every care is taken to ensure accurate and safe delivery, Termatrac cannot guarantee unforeseen circumstances such as theft or damage at the attempt of delivering of ordered goods. Therefore, title and risk of loss shall pass to Buyer when products are delivered to courier unless otherwise agreed in writing.

 LATE DELIVERIES

You will receive your tracking number from Termatrac’s chosen courier via email once your order has dispatched. When you input the tracking number into the online tracking system, you will be notified of the delivery ETA. There can occasionally be postal delays by Termatrac’s chosen courier that unfortunately, are out of our control. If you have any concerns about your delivery, we suggest that you first contact the courier used and cite your tracking reference number.

If you have not received your tracking number or are having any issues with the delivery of your item, please contact Termatrac at sales@termatrac.com.

*Please ensure your delivery information is correct when you process your order. If attempted delivery is unsuccessful, please be sure to collect your package from the specified Post Office (or as indicated on the undeliverable notice) within the nominated time frame. If your orders are returned to us as you have provided incorrect information or did not collect your package before it was returned, you may be charged a fee to have it shipped out again.

EXCHANGES AND RETURNS

This policy applies to products purchased from the website www.termatrac.com.

If you need to exchange or return your purchase please state your request in an email to sales@termatrac.com. Termatrac will review the circumstances and act accordingly. Termatrac has the right to refuse your exchange or return. The buyer will be responsible for shipping and handling charges for any exchanges or returns once the exchange or return is accepted.

Termatrac has the right to hold payment until the exchange or returned goods have been received in original condition – unused, in original packaging still attached. If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your refund.

We recommend sending return parcels via registered post as we are not liable if your return is lost in transit. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery to our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, we will not be held accountable for any losses.

We accept pickups or drop-offs at our Head Office and USA office.

WARRANTY

We take the upmost care in ensuring our goods are of high quality. However, if for any reason you find that our products are faulty or unsatisfactory, your item arrives damaged, or you did not receive what you ordered, we will be determined to resolve any issues to satisfy our customers.

To make a warranty claim for an item that you have purchased that you deem faulty, please contact sales@termatrac.com.  Online purchases claimed as faulty will need to be sent back to us for an official assessment by the Termatrac Service Centre.

If your order does not contain the products you ordered or items have been damaged in transit, please contact our Customer Service team at sales@termatrac.com.

REFUND PROCESS

In the event that a refund request is accepted all refunds will be paid back into the original payment account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund. 

CUSTOMER SERVICE TEAM CONTACT

The Customer Service team operates on Monday to Friday (excluding public holidays in Queensland, Australia) from 9 am to 5 pm Australian Eastern Standard/Daylight Savings Time.

 The contact email is sales@termatrac.com.