For our full returns policy, please refer to Section 14 of our Terms & Conditions.

1. Overview

At SSO Handling & Storage, we strive to provide high-quality storage and handling solutions. If you are not completely satisfied with your purchase, please review our return and refund guidelines below.

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2. Change of Mind Returns

• The return request should be made within 14 days of delivery.
• The item must be unused, unassembled, and in its original packaging, including all components and documentation.
• Our team must pre-approve the return before shipping.
• Customers are responsible for all return shipping costs (SSO does not cover return shipping for change-of-mind refunds).
• A restocking fee of 5%-20% may apply, depending on the size, condition, and type of product.
• Restocking fees apply only to change-of-mind returns and will not be applied to returns of faulty or defective products.

Restocking Fees Breakdown:

• 5% Fee – Small, lightweight, or standard-stock items.
• 10% Fee – Medium-sized items or products requiring additional repackaging.
• 15-20% Fee – Large, heavy, custom-ordered, or high-value items.

Non-Returnable Items for Change of Mind:

🚫 Special order, custom, modified, or fabricated items cannot be returned for change of mind.
🚫 Clearance and discontinued items are final sales and non-returnable for change of mind. – This does not affect your Australian Consumer Law (ACL) rights for faulty or defective products.

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3. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or incorrect, we will arrange for a replacement, repair, or refund at no cost to you.

Eligibility for Faulty/Damaged/Incorrect Returns:

• The issue must be reported within 14 days of receiving the item unless otherwise stated in the manufacturer’s warranty.
• Customers must provide photographic evidence of the damage or defect.
• Items must be returned in safe packaging to prevent further damage during transit unless notified otherwise in writing by SSO.
• For major failures, consumers have the right to choose their preferred remedy, including a refund, replacement, or repair, as outlined under Australian Consumer Law.
• Return shipping costs will be covered by SSO Handling & Storage in these cases.
  • If an item is deemed not faulty upon return inspection, return shipping fees may be deducted from any refund issued.

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4. Manufacturer Warranty Claims

At SSO Handling & Storage, we facilitate warranty claims on behalf of our customers.

• Customers should contact SSO first before reaching out to the manufacturer.
• SSO can facilitate or perform most repairs and replacements, or we will coordinate with the manufacturer as required.
• Warranty coverage and processing times vary by manufacturer.
• Proof of purchase (invoice, receipt, or order number) is required for all warranty claims.
• Warranties do not cover normal wear and tear, misuse, improper installation (unless installed by sso), or accidental damage.

If you believe your product has a manufacturing defect, please contact us at admin@ssostorage.com.au for warranty claim assistance.

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5. Refunds

Once we receive your returned item, we will inspect it and notify you of approval or rejection for a refund.

• If approved, your refund will be processed within 5-10 business days to your original payment method.
• Refund processing times vary depending on your payment method and bank processing times.
• Shipping costs are non-refundable unless the return is due to a fault, defect, or incorrect order.
• If you receive a refund, any applicable restocking fees and return shipping costs will be deducted from the refund amount.

Late or Missing Refunds:

• Check your bank account and credit card provider, as refund processing times may vary.
• If you still haven’t received your refund, please contact us at admin@ssostorage.com.au.

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6. Exchanges

• We almost always allow exchanges if the original item is still in new condition, unused, and in its original packaging.
• Exchanges are permitted for the same product or an alternative model/item of equal value (price differences may apply).
• Customers must pre-arrange exchanges with our team before returning the item.

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7. Shipping Returns

• To return your item, please send it to:
  📍 U3 205 Gilmore Rd, Queanbeyan, NSW, 2620

Return Shipping Responsibilities:

• Incorrect or Defective Items:

  • SSO will arrange pickup or provide a prepaid return label.
  • Customers should not return items until they receive confirmation from SSO.

• Change-of-Mind Returns:

  • Customers must cover return shipping costs.
  • Return shipping must be trackable and require a signature upon delivery.
  • SSO is not responsible for lost or untracked return shipments.

Important: If an item is returned without prior approval or does not meet return criteria, it may be rejected or subject to additional fees.

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8. Special Cases & Exceptions

• Assembly & Installation Services:

  • Non-refundable unless a verified service issue compromises the safety or functionality of the product or installation.

• Non-Returnable Items:

  • 🚫 Special order, custom, modified, or fabricated items cannot be returned for change of mind.
  • 🚫 Clearance and discontinued items are final sale and non-returnable.

If you are unsure about the return eligibility of a product, please contact our team before purchasing.

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9. Consumer Rights Under Australian Law

This returns and refunds policy does not exclude or replace your rights under the Australian Consumer Law. Customers may be entitled to additional remedies beyond what is outlined in this policy if their product experiences a major failure or does not meet the required consumer guarantees. For major faults or defects, customers may be entitled to a repair, replacement, or refund beyond 30 days.

• For more details, visit www.accc.gov.au.

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10. Questions or Clarifications?

If you have any questions or require clarification about our Returns & Refunds Policy, please feel free to reach out.

📧 Email: admin@ssostorage.com.au
📞 Phone: (02) 6299 3942