FAQs and Refund Policy

Unless otherwise specified, all prices listed are in Australian dollars and are shown INCLUSIVE of 10% GST.

Quotations

Quotations are based on the information supplied by the customer. Should the actual dimensions differ at the time of ordering, a revised quotation will be provided.

Quotation – KITS

Should you require a variation to a KIT (as detailed on our Website), before providing you a quotation, we will confirm with you that the variation of goods to be quoted are suitable for your requirements e.g. the correct sizes (length and width), colours, number of panels, panel profile.

Quotations – OTHER

Before providing you a quotation, we will confirm with you that the goods to be quoted are suitable for your requirements e.g. the correct sizes (length and width), colours, number of panels, panel profile.

Payment

An email with an attached INVOICE and an attached COMPONENTS LIST will be forwarded to you. Payment of this INVOICE means that you have checked and accepted the COMPONENTS LIST as being correct.

Order process

Once payment, in full, has been received from you (and the funds are cleared), your order will be forwarded to the Manufacturer for production. After this time, generally items may be able to be added to the original order (of which may alter the completion time), however, there is no provision to delete, swap, replace or alter the specification of the original order.

Direct Debit

Payment can be made via Direct Debit to PREMIER INSULATED PANELS PTY LTD’s bank account (account details will be provided on the invoice).

Credit / Debit card

Payments using a Credit / Debit card can be made via a ‘STRIPE’ secure link – in the email that you will receive containing our invoice, there will be a REVIEW AND PAY button to enable payment via this method. All payments utilising this option will incur a 1% surcharge. NOTE: Amex is NOT accepted.

Quotations

Quotations are valid for 30 days.

Invoices

Invoices are valid for 7 days.

Product lead time

Please allow 10 working days for your order to be ready, however this is approximate only and subject to change. Once we have confirmation, from the Manufacturer, that the goods are available for delivery or collection, we will contact you to co-ordinate the delivery / collection date.

Storage of orders

The Manufacturer will hold in their dispatch area, all order orders for a period of one (1) month after the customer’s nominated requirement date as stated on the Invoice. If the one (1) month period has elapsed, a storage surcharge may be applied.

All goods are inspected for quality in accordance with the manufacturing procedures set out in the Manufacturer’s ISO 9001:2015 Integrated Management System (inspected by the Manufacturer at the Manufacturer’s factory).

Care is taken, by the Manufacturer, to follow the Manufacturer’s Packaging & Handling Specifications which have been designed to protect goods during transit and delivery.

Prior to dispatch of the goods, every pack is photographed (by the Manufacture) upon loading at the Manufacturer’s factory.

Delivery of goods to customer’s specified delivery address

PREMIER INSULATED PANELS PTY LTD must be advised where site access may be restricted. Failure to do so may incur additional charges for redelivery.

After unloading the goods, at the customer’s specified delivery address, every pack is photographed (by the delivery driver).

Customer, or their representative, to be present for delivery of goods

All deliveries must be signed for by the customer, or their representative, at the time of delivery. If the customer, or their representative, is not present at the customer’s specified delivery address, the delivery driver will unload the goods, where possible, to the requested location at the specified delivery address. However, neither PREMIER INSULATED PANELS PTY LTD, nor the Manufacturer, will accept any responsibility for any damaged goods.

Signing of Delivery Docket

Please confirm the goods have been received without damage and that the correct number of packs, as listed on the Delivery Docket, have been received before signing the Delivery Docket.

If there are any missing or damaged goods, please:

• record the details on the Delivery Docket;

• immediately contact us via telephone (07) 3205 2579; and

• email rick@premierinsulatedpanels.com.au, within three (3) business days of the goods being delivered , listing the details of the missing item/s and / or the details and images of the damaged item/s.

If the Delivery Docket is not signed, neither PREMIER INSULATED PANELS PTY LTD or the Manufacturer (or their designated freight company) will accept any responsibility for damaged or missing goods.

Damaged goods identified after delivery

If any damage is identified when the goods are being unpacked and prepared for installation, please immediately contact us via email to rick@premierinsulatedpanels.com.au with the details and photos of the damage.

Installation of damaged goods

Please do not install any damaged goods – any installed item will be deemed fit-for-purpose with no provision for any claim.

TIME OF DELIVERY

Delivery is usually between 7:00am – 5:00pm, however delivery times can be influenced by factors outside of our control.

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STANDARD DELIVERIES

Standard deliveries to site are a maximum of 9.0 metres.

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LOCATION PREFERENCE FOR UNLOADING

The driver will attempt to place your product as requested e.g. footpath, front yard. The driver is NOT authorised to remove fencing, so please ensure access is provided if a front yard delivery is requested. ​

CUSTOMER’S RESPONSIBILITIES

To avoid incurring additional charges for re-delivery, it is the customer’s responsibility:

• to ensure there is enough room on site to accommodate the delivery;

• to advise if site access may be restricted e.g. clearways, no-stopping, no-parking, school zone, pedestrian crossing, intersection; and

• to ensure that clear access is provided for delivery of the goods e.g. if the street is narrow and any parked cars may restrict access.

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SAFETY

Completing a delivery safely is dependent on site conditions e.g. can the truck park and unload safely, ground stability, power lines, surface water, slope. Drivers reserve the right to refuse to complete a delivery if, in their assessment, it is not safe to do so.

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MUDDY SITES

The driver will only deliver onto a muddy site if the customer agrees to be onsite during delivery and agrees they are responsible for cleaning up any mud left on the road / footpath.

Goods can be collected directly from the Manufacturer’s factory at Richlands, Brisbane. The Manufacturer has requested that this be between the hours of 9.00am – 2pm to avoid congestion in the despatch area.

When goods are collected from the Manufacturer directly by the customer, or their nominated representative, responsibility for safe carriage of the goods is the sole responsibility of the customer or their representative. Neither PREMIER INSULATED PANELS PTY LTD nor the Manufacturer will assume any liability of loss or other consequences arising out of the customer collecting their own goods.

The Manufacturer will hold in their dispatch area, with full Warranty, all orders for a period of one (1) month after the customer’s nominated requirement date as stated on the Invoice. If the one (1) month period has elapsed, all Warranty claims relating to weathering and damage of the products are void.

Please choose carefully as we do not provide refunds nor are we legally required to provide a refund in the event you change your mind.

Consumers are NOT entitled to a refund, repair or replacement if:

• a consumer receives the products they ordered;

• a problem occurs with the product that was caused by the consumer misusing it; and / or

• the consumer knew or was made aware of a problem with the product before they purchased it (however, they may be entitled to a repair, replacement or refund for a different problem with the product that wasn’t made clear to them before they purchased it).