Return and Refund Policy for Steel Box Containers

1. Introduction

Steel Box Containers aims to provide clear and transparent return, refund and remedy procedures for customers purchasing shipping containers and related products.

This Policy may apply to new or one-trip shipping containers, used shipping containers, storage containers, refrigerated containers, portable cabins, site offices, modified containers, accessories, delivery services and related products supplied by Steel Box Containers, subject to the nature of the order and applicable law.

This Policy should be read together with our Terms and Conditions, Shipping Policy, Payment Policy, Privacy Policy, GST and Pricing Policy and any quotation, invoice, product description or order confirmation issued for the applicable purchase.

2. Voluntary 30-Day Return Period

Customers may request an eligible discretionary return under this voluntary policy within 30 days from the date of delivery, provided the product satisfies the applicable eligibility requirements stated below.

This 30-day period applies to eligible change-of-mind or discretionary return requests. Consumer guarantee claims are not limited to 30 days and will be assessed under the Australian Consumer Law.

3. Eligibility for a Voluntary Return

To qualify for a discretionary return under the 30-day policy, the product must generally satisfy all applicable conditions below:

• The return request is submitted within 30 days of delivery.
• The product remains in substantially the same condition as it was delivered, except for reasonable inspection.
• The product has not been modified, painted, cut, drilled, repaired, loaded, resold or otherwise altered by the customer.
• The product has not been damaged by misuse, impact, unsuitable ground, poor drainage, unauthorised movement or third-party handling.
• The product remains safely accessible for assessment and collection.
• The customer provides proof of purchase or another acceptable transaction record.
• The customer contacts Steel Box Containers before arranging any movement, transport or return.

When the stated eligibility conditions are met, Steel Box Containers Steel Box Containers will assess the request and provide the customer with a written outcome. Any refusal will identify the specific condition that was not met. This does not affect rights under the Australian Consumer Law.

4. Change-of-Mind Returns

Australian law does not generally require a business to provide a refund, replacement or exchange merely because a customer changes their mind, selects the wrong product, finds a lower price elsewhere or no longer needs the product.

Steel Box Containers may consider an eligible change-of-mind return within 30 days under this voluntary Policy.

A change-of-mind return may be declined where:

• The return request is outside the 30-day period.
• The product has been used beyond reasonable inspection, damaged, materially altered or relocated in a way that affects safe collection or resale.
• The product was modified or ordered to customer specifications.
• The product is no longer in a condition suitable for resale.
• The proposed collection cannot be completed safely.

5. Products Generally Excluded from Change-of-Mind Returns

The following products are generally not eligible for a discretionary change-of-mind return. These exclusions do not apply where a remedy is required under the Australian Consumer Law.

6. Used Shipping Containers

Used shipping containers are supplied in used condition and may show evidence of previous transport, storage or cargo use.

This may include dents, scratches, markings, fading, surface corrosion, patches, previous repairs, repainting, flooring wear, shipping labels and other cosmetic ageing.

Cosmetic characteristics that are consistent with the advertised grade, description, photographs and agreed condition do not automatically constitute a defect or entitle a customer to a discretionary return. Consumer guarantee rights remain unaffected.

This section does not limit any remedy where a used container is unsafe, materially different from its description, not reasonably fit for an agreed purpose or otherwise fails an applicable consumer guarantee.

7. Faulty, Damaged, Unsafe or Incorrect Products

If you believe a product is faulty, unsafe, damaged, incorrect, materially different from its description or not reasonably fit for an agreed purpose, contact Steel Box Containers as soon as reasonably practicable.

Please provide:

• Your full name and contact details.
• Your invoice number, order number or payment reference.
• A clear explanation of the concern.
• Photographs or video showing the issue.
• The delivery date and delivery location.
• Relevant messages, product descriptions or delivery documents.
• The remedy you are requesting.

We may request information or a reasonable opportunity to inspect the product where this is necessary to assess the issue. An inspection requirement will not be used to delay or deny a remedy that must be provided under the Australian Consumer Law.

8. Major and Minor Problems

The appropriate remedy under the Australian Consumer Law depends on the nature and seriousness of the problem.

A major problem may include circumstances where a reasonable consumer would not have purchased the product if they had known about the problem, the product is substantially unfit for its normal or disclosed purpose, it differs significantly from its description or it is unsafe.

Where a minor problem cannot be repaired within a reasonable time, additional remedies may become available under the Australian Consumer Law.

9. How to Request a Return, Refund or Remedy

Customers should contact Steel Box Containers before arranging to move, transport or return a product where reasonably practicable, so that collection, inspection or another appropriate remedy can be coordinated safely.

Unauthorised transport or movement may make an assessment or collection more difficult and may create additional lawful costs in a discretionary return. It does not remove rights that cannot lawfully be excluded.

10. Return Transport and Collection

Shipping containers are large and heavy products that usually require specialist transport and safe access for collection.

For an approved voluntary change-of-mind return, the customer is responsible only for the actual collection or return-transport cost disclosed and agreed in writing before collection is arranged. Steel Box Containers does not charge a restocking fee under this voluntary policy.

Where the Australian Consumer Law requires the business to bear the cost of returning or collecting faulty goods, Steel Box Containers will arrange collection or reimburse reasonable return costs as required by law. This may include circumstances involving large or heavy goods where return would otherwise involve significant cost to the consumer.

• The access route and collection area must be safe and unobstructed.
• The customer must disclose soft ground, narrow access, slopes, powerlines and other hazards.
• The container must be empty unless another arrangement is approved.
• If a collection cannot proceed because information supplied by the customer was materially inaccurate, access is blocked, the site is unsafe or the customer is absent when attendance was agreed, any rescheduling cost must be disclosed and accepted in writing before a new collection is booked.

11. Refund Processing Time

Once an approved refund has been authorised, Steel Box Containers PTY LTD will process the refund within a maximum of 14 business days.

Where collection or inspection is reasonably required, the refund approval will be confirmed promptly after the following steps are completed:

• The approved product has been collected or returned where required.
• The necessary assessment or inspection has been completed.
• The refund amount has been confirmed.
• The customer has provided verified refund-payment details.

Any shorter timeframe required by applicable law will take priority. Additional time may be required for the customer’s financial institution to display the refund after it has been processed.

12. Refund Method

Refunds will normally be returned using an appropriate verified payment method, taking into account the original payment method and fraud-prevention requirements.

Because bank transfer and Osko are the currently accepted payment methods, approved refunds will generally be returned by bank transfer to a verified account associated with the customer or payer, unless another lawful and appropriate method is agreed.

Before processing a refund, we may request information needed to verify:

• The customer’s identity.
• The original order and payment.
• The approved refund amount.
• The nominated bank account details.
• Authority to receive the refund.

13. Partial Refunds and Lawful Deductions

Deductions may apply to an approved discretionary return only where permitted by law, supported by the circumstances of the order and clearly explained to the customer.

Potential deductions may include reasonable costs caused by:

• Customer-requested return transport or collection.
• Damage occurring after delivery.
• Unauthorised alteration, movement or use.
• Non-recoverable custom work or materials.
• Failed collection caused by customer-related site issues.
• A separate storage or handling service expressly requested and agreed by the customer.

No deduction or return charge will reduce a refund or other remedy that must be provided because a product or service fails an applicable consumer guarantee. No restocking fee applies under this voluntary Policy.

14. Order Cancellations Before Delivery

Customers should contact us as soon as reasonably possible when requesting cancellation before delivery.

A discretionary cancellation will depend on whether the order has already been:

• Accepted and allocated.
• Prepared for delivery.
• Loaded or dispatched.
• Booked with a transport provider.
• Modified, fabricated or specially sourced.
• Subject to non-recoverable supplier costs.

If a voluntary cancellation is approved, any retained or deducted amount must reflect an actual, documented and lawful non-recoverable cost directly connected to the cancelled order. The amount and reason must be explained before the refund is processed.

This section does not limit a right to cancel or obtain another remedy where required by the Australian Consumer Law.

15. Modified, Custom and Made-to-Order Products

Modified containers, custom conversions, portable offices, custom paintwork, electrical installations, insulation, windows, personnel doors, roller shutters, partitions and other made-to-order products are generally excluded from discretionary change-of-mind returns once work or sourcing has begun.

A voluntary cancellation or amendment may involve documented and lawful costs already incurred for:

• Completed labour.
• Materials ordered or installed.
• Design or fabrication work.
• Supplier commitments.
• Transport or storage costs.
• Administration directly and demonstrably related to the custom order.

Any such amount must be itemised in writing and cannot reduce a remedy required by law. This does not affect a customer’s rights where a custom product is faulty, unsafe, materially different from the agreed specification or otherwise fails an applicable consumer guarantee.

16. Exchanges and Replacements

Steel Box Containers may offer a replacement or exchange where appropriate, including where the wrong product was supplied, where a replacement is a remedy available under the Australian Consumer Law, or where the parties agree that another product is the most suitable voluntary outcome.

For a voluntary exchange, the following practical conditions may apply:

• The product selected for the agreed exchange.
• Safe access for collection and replacement delivery.
• Any clearly disclosed price difference for a voluntary exchange.

17. Customer Responsibilities

Customers can help us assess requests efficiently by taking the following steps:

• Inspect the product as soon as reasonably possible after delivery.
• Report concerns promptly with clear photographs or video.
• Do not modify, paint, drill, cut, move, load or resell the product before an issue is assessed.
• Keep invoices, payment records and delivery documents.
• Provide accurate contact, delivery and refund details.
• Allow reasonable access for inspection or collection.
• Take reasonable steps to prevent further damage.

18. Proof of Purchase

Steel Box Containers may request reasonable proof that the product or service was purchased from us before providing a discretionary return or assessing a requested remedy. Proof of purchase does not need to be limited to a formal receipt where another reliable transaction record is available.

Acceptable proof may include:

• An invoice or receipt.
• An order confirmation.
• A bank-transfer record.
• Email correspondence identifying the transaction.
• Another reliable record connecting the customer to the purchase.

19. Australian Consumer Law

Products and services supplied to consumers come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

These guarantees may require products to be of acceptable quality, match their description, be reasonably fit for a disclosed purpose and comply with other applicable legal requirements.

Services must be provided with due care and skill, be reasonably fit for their stated purpose and be supplied within the agreed time or a reasonable time where no time is agreed.

Consumer guarantee rights are not limited to the voluntary 30-day return period and do not automatically end when a voluntary warranty period expires. The duration of any applicable rights depends on the circumstances and Australian Consumer Law.