1. Delivery Timeframes & Order Acceptance
- Standard Delivery Lead Time: Due to the heavy-duty nature and custom manufacturing of our 1,100kg container-style building kits, delivery can take up to 60 days from the date of order confirmation. By placing an order, the customer explicitly acknowledges and accepts this manufacturing lead time.
- Oversized Freight & Depot Collection: Due to the heavy weight (1,100kg) and industrial length (5,900mm) of our kits, standard home delivery may not be available. All shipments are delivered to metro or regional commercial transport hubs/depots. The customer is entirely responsible for arranging an appropriate vehicle or trailer to collect the goods from their designated depot if site delivery is NOT explicitly offered.
- Collection Window & Abandonment: Customers will be notified immediately when their kit arrives at the regional depot. Goods must be collected within 14 business days of depot arrival. If a kit is left uncollected beyond 14 days, we reserve the right to redirect the physical inventory to the next customer in line to prevent excessive depot storage fees. In this event, your order will be rescheduled into our next available production cycle.
- Transit Delays: By placing an order via any payment option offered, the customer explicitly acknowledges this 60-day transit window. Orders cannot be cancelled, refunded, or reversed while the goods are actively in transit with our logistics partners.
2. Change of Mind Policy
- No Change-of-Mind Refunds: Please choose carefully. Due to the high cost of heavy freight, customs entry, and logistics handling, we do not accept returns or offer refunds, exchanges, or store credits for change-of-mind, structural misuse, or local council planning/permit rejections.
- Pre-Dispatch Cancellations: If you request a cancellation before your kit has departed the main holding warehouse, a 15% administrative and restocking fee will be deducted from your total refund to cover specialised handling and transaction platform fees.
3. Consumer Guarantees & Faulty Goods
Our returns policy fully aligns with the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure of a component.
- Component Inspection Window: Upon delivery of your flat-pack kit, the purchaser has 7 business days to unbox, inspect, and report any missing components, severe manufacturing defects, or structural transit damage to our support team.
- Remedy Process: If a component is deemed genuinely defective under the ACL, we will prioritise replacing the specific damaged component at our expense. If a complete product replacement or refund is required, it must be officially approved by our management team before return transit is initiated.
4. How Refunds Are Processed
- Refund Method: If a refund is approved under our ACL obligations, the refund will be executed directly back through your original payment gateway.
- Processing Lead Times: While we initiate approved refunds within 48 business hours, payment platforms can take between 10 to 15 business days to reflect the funds on your statement.
5. Oversized Freight & Depot Storage Policy
Due to the custom manufacturing process, heavy weight (1,100kg), and oversize dimensions (5,900mm) of our kits, all shipments are delivered to regional commercial transport depots. The customer is entirely responsible for collecting the goods within 14 business days of depot arrival unless otherwise agreed in writing.
If the goods are not collected within this window, Dead Dingo Dongas reserves the right to redirect the physical inventory to the next available customer to mitigate ongoing freight storage fees. The customer's order will be rescheduled into our next production cycle. Any storage fees incurred from the freight provider prior to redirection will be billed directly to the customer or deducted from their account balance.