TERMS AND CONDITIONS
About These Terms
These Terms and Conditions (“Terms”) govern the sale of products by ITROnlineStore (ABN: 49 653 409 182) trading as itronlinestore.com.au (“we”, “us”, “our”) to you (“you”, “your”, “customer”).
By placing an order through our website, you agree to be bound by these Terms. Please read them carefully before making a purchase.
Products and Orders
2.1 All products displayed on our website are subject to availability. We reserve the right to discontinue any product at any time.
2.2 Product descriptions and images are provided for illustrative purposes only. Actual products may vary slightly from images shown.
2.3 We reserve the right to cancel any order at our sole discretion, including but not limited to cases of:
Pricing errors on the website;
Product unavailability;
Suspected fraudulent activity;
Inability to verify payment or shipping information.
2.4 If we cancel your order, we will notify you and provide a full refund of any payment received.
Pricing and Payment
3.1 All prices are in Australian Dollars (AUD) and include Goods and Services Tax (GST) where applicable.
3.2 We reserve the right to change prices at any time without prior notice. However, the price applicable to your order will be the price displayed at the time you place your order.
3.3 Payment must be made in full at the time of placing your order. Orders will not be processed until payment is received.
3.4 We use secure payment gateways and do not store your credit card information.
Delivery and Shipping
4.1 Delivery Timeframes
Our standard delivery timeframe is 3 to 4 weeks from the date of order confirmation. However, please be aware that delivery may occasionally take 4 to 6 weeks depending on:
Your delivery location and area;
Product availability and stock shortages;
Postage and courier delivery conditions;
Circumstances beyond our reasonable control.
4.2 Order Tracking
We will provide you with a tracking number once your order has been dispatched where available. However, for some products, particularly those dispatched directly from our overseas suppliers, a tracking number may not be provided. In such cases, we will update you on the dispatch status and estimated delivery timeframe via email. If you have any concerns about your delivery, please contact us for an update.
4.3 Title and Risk
The risk of loss or damage to the products passes to you upon dispatch from our warehouse or supplier. We are not responsible for:
Delays caused by Australia Post or third-party couriers;
Loss or damage occurring during transit;
Incorrect delivery information provided by you.
4.4 Late Delivery – Important Notice
If your order is delivered later than the estimated timeframe, we will investigate the delay with our supplier or courier. However, please be aware that refunds for late delivery will not be provided in the following circumstances:
The product has been opened, used, unsealed, or damaged by you;
You fail to notify us of damage or delivery issues within 24 hours of receiving the product, with clear photographs and proper evidence;
The delay is caused by circumstances beyond our reasonable control, including supplier stock shortages, customs clearance, or courier delays.
This policy is in place to protect against false claims where products are used, damaged, or repackaged by the customer before contacting us. If you receive a product that is damaged or defective, you must inspect it immediately upon delivery and notify us within 24 hours with supporting evidence.
If your order does not arrive within the expected timeframe and the product remains unopened and unused, you may contact us for an explanation. If we fail to deliver within a reasonable time, you may be entitled to a refund under the Australian Consumer Law.
Returns and Refunds
5.1 Faulty or Damaged Products (Consumer Guarantees)
Under the Australian Consumer Law, you are entitled to a remedy if a product fails to meet a consumer guarantee, including if it is:
Faulty or defective;
Not of acceptable quality;
Does not match its description;
Not fit for the purpose we stated or you disclosed to us.
For minor failures, we may choose to offer you a repair or replacement.
For major failures, you may choose a refund or replacement. A major failure includes situations where:
The product is significantly different from its description;
The product is substantially unfit for its purpose and cannot be remedied;
The product is unsafe.
If you receive a faulty or damaged product, you must:
Contact us within 24 hours of receiving the product;
Provide your order number and description of the fault;
Provide photographs/videos of the damage or fault as evidence.
Important: Claims made after 24 hours or without proper photographic evidence may be denied, as we cannot verify the condition of the product at the time of delivery.
5.2 Return Shipping Costs for Faulty Products
For products that are confirmed to be faulty or damaged and do not meet consumer guarantees, we will cover the reasonable cost of return shipping. We will provide you with a prepaid shipping label or reimburse you for return postage costs upon providing a valid receipt.
However, if the product is returned and found not to be faulty (e.g., the issue is due to customer misuse, normal wear and tear, or change of mind), you will be responsible for the return shipping costs, and any applicable restocking fees may apply.
5.3 Change of Mind Returns
We are not legally required to accept returns for “change of mind”. However, we may, at our sole discretion, accept change of mind returns subject to the following conditions:
Contact us within [7] days of receiving your order;
Products must be unopened, unused, and in their original packaging;
Products must be in re-saleable condition;
You are responsible for the cost of return shipping;
A [20%] restocking fee may apply;
Refunds for change of mind will be processed as store credit only.
5.4 Non-Returnable Items
The following items are not eligible for return under any circumstances:
Items that have been opened, used, or damaged by you;
Items returned without original packaging;
Items not in re-saleable condition.
5.5 Important: Your Statutory Rights
Nothing in this Returns Policy limits or excludes your rights under the Australian Consumer Law. You are entitled to a refund, repair, or replacement for faulty products regardless of:
Whether the item is a sale or clearance item;
Whether you have opened or used the item (if the fault was not apparent at the time and you can provide evidence);
Whether you have the original packaging.
We will never tell you that “no refunds” are available for faulty products, as this is misleading and unlawful.
Consumer Guarantees
6.1 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
6.2 These consumer guarantees apply regardless of any warranty periods or statements on our website. Warranties do not replace your consumer guarantee rights.
Limitation of Liability
7.1 To the fullest extent permitted by law:
Our total liability to you for any claim arising from the supply of products is limited to the price paid for those products;
We are not liable for any indirect, consequential, or incidental loss, including loss of profits, revenue, or goodwill;
We are not liable for any loss or damage caused by your misuse of our products.
7.2 Nothing in this clause (including the limitations above) excludes or limits our liability:
For death or personal injury caused by our negligence;
For fraud or fraudulent misrepresentation by us;
For any liability that cannot be excluded by law, including your rights under the Australian Consumer Law (ACL).
What this means for you:
Even though we limit our liability in clause 7.1, clause 7.2 ensures that your consumer guarantee rights are protected. This means:
You still have the right to a refund, repair, or replacement for faulty products under the ACL;
You still have the right to compensation for reasonably foreseeable loss or damage caused by a product failure;
You can still take legal action for serious breaches of consumer guarantees.
In short, clause 7.2 is a safety net that confirms your statutory rights cannot be taken away by our general limitations of liability. Our limitations only apply to the extent that the law allows, and they do not override your consumer rights.
Intellectual Property
8.1 All content on our website, including images, text, logos, and product designs, is our intellectual property and is protected by copyright and trademark laws. You may not copy, reproduce, or use our content without our prior written consent.
Force Majeure
9.1 We will not be liable for any failure or delay in performing our obligations if such failure or delay is caused by circumstances beyond our reasonable control, including but not limited to:
Natural disasters;
Government actions or restrictions;
Supply chain disruptions;
Strikes or industrial action;
Postal or courier service disruptions;
Pandemic or public health emergencies.
Privacy
10.1 We handle your personal information in accordance with our Privacy Policy, which is available on our website.
Governing Law
11.1 These Terms are governed by the laws of NSW, Australia. Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of that state.
Changes to These Terms
12.1 We may update these Terms from time to time. The current version will always be displayed on our website.
Contact Us
For any questions, complaints, or returns requests, please contact us at:
Email: admin@itronlinestore.com.au
