Refunds, Returns and Exchanges - All Online Purchases
Please choose items carefully as returns for change of mind or incorrect product purchase are not accepted.
Once an order is placed we are unable to cancel as we process orders immediately.
Damaged or Faulty Goods
If you notice any freight related damage to your goods as they arrive please notify the delivery driver at the time of delivery.
All goods need to be checked upon receipt and if you notice damage to the goods it must be reported within 24 hours of receiving the delivery. If not reported within this 24 hour timeframe no claims will be entertained.
If you have received your product and it has been damaged in transit please email us at firstname.lastname@example.org with clear photos of the product issue and the box/ packaging. Be sure to include your order details, name, contact details and any other information that will assist in the claims process. This will then be checked and assessed by the support team, as products are checked prior to dispatch for any damages/ defects.
As goods may be stored on building sites or moved around by your trades ATS cannot accept damage claims after this 24 hour period as ATS cannot determine when or how the damage occurred.
It is very important that your trades inspect goods before installation. Goods that are damaged during or post installation are not the responsibility of ATS or our suppliers.
Goods found to be faulty as a result of manufacturing defects are covered by the product warranties and will usually be handled by the product supplier or manufacturer who provides after sales service support to goods properly installed by licensed trades; such as plumbers. You can usually find the suppliers details on the product page or their website or please email our team at email@example.com to assist.
Please note our 24-hour delivery transit insurance does not include customer warehouse pickups or local deliveries by ATS (NSW). Our team check products prior to pick up or on pick up/delivery to ensure there is no damage to the goods.
The claims process needs to be documented and all claims need to be made via email to firstname.lastname@example.org and not via telephone.