Returns & Refund Policy

Refund & Returns Policy
B&R Storage Systems Pty Ltd
ABN: 38 102 366 030

1. Purpose and Scope

This Refund and Returns Policy (“Policy”) is issued by B&R Storage Systems Pty Ltd (“the Company”, “we”, “our” or “us”) and governs all sales of used pallet racking systems, components, and associated goods (“Goods”) supplied to customers (“you”, “your”).

The purpose of this Policy is to:

Clearly articulate the circumstances under which customers may seek remedies, including refunds, returns, exchanges, or store credit;
Set forth the Company’s position with respect to rights and obligations under the Australian Consumer Law (“ACL”), Schedule 2 of the Competition and Consumer Act 2010 (Cth); and
Limit the Company’s liability for refunds and returns except as required by law.

This Policy applies in addition to your statutory rights under the ACL and does not exclude or limit those rights.

2. Nature of Goods and Customer Acknowledgements

The Company supplies used and second-hand pallet racking systems and related accessories. You acknowledge and agree that:

Goods are sold in “as is” used condition and may display cosmetic wear including, but not limited to, surface rust, scratches, dents, faded paint, brand variations, or signs of prior use;
All used Goods undergo inspection for structural soundness and compliance with Australian Standard AS 4084:2023 (“Steel Storage Racking”) prior to sale, except where otherwise stated in writing;
Variations in appearance and minor cosmetic imperfections are inherent to used Goods and do not constitute defects;
You have had the opportunity to inspect the Goods or have waived inspection prior to purchase.

3. No Monetary Refunds for Change of Mind

Except as required under the ACL, the Company maintains a strict no monetary refund policy in the following circumstances:

Change of mind or customer remorse;
Incorrect selection or ordering errors by the customer, including errors in dimensions, weight capacity, or compatibility;
Late cancellations or failure to complete a confirmed order;
Dissatisfaction with cosmetic or superficial attributes such as paint colour, brand, or age;
Failure to conduct due diligence including inspection or inquiry before purchase.

Legal Note: In accordance with Section 259(4) of the ACL and ACCC guidance, the Company is under no obligation to provide refunds if a consumer simply changes their mind.

4. Exclusions from Fault-Based Claims

Claims related to the following conditions do not constitute valid grounds for refunds, returns, or other remedies as these do not breach consumer guarantees:

Minor surface rust, abrasions, scuff marks, or paint inconsistencies;
Faded colours, mismatched components, or worn branding/logos;
Small dents or cosmetic handling/storage marks;
Any non-structural conditions that do not impair safety, function, or compliance with AS 4084.

5. Faults and Remedies Under Australian Consumer Law

5.1 Eligible Claims

You may be entitled to a remedy under the ACL if the Goods:

Suffer a major failure or defect affecting structural integrity, safety, or usability;
Are not of acceptable quality as defined by Section 54 of the ACL;
Do not comply with Australian Standard AS 4084:2023 or cannot be safely incorporated into a compliant racking system;
Present a major failure as described in Section 260 of the ACL — meaning a reasonable consumer would not have purchased the Goods had the fault been known.

5.2 Claims Process

To make a claim under this Policy, you must:

Notify the Company in writing within seven (7) business days of receipt of the Goods;
Provide proof of purchase documentation;
Submit clear photographic evidence and/or technical reports demonstrating the alleged defect;
Allow the Company a reasonable opportunity to inspect and assess the Goods before any remedy is provided.

The Company reserves the right to engage qualified personnel or independent assessors to verify claims. No remedy will be granted without appropriate evaluation.

6. Remedies for Confirmed Faults

Where a major fault is confirmed and not attributable to misuse, modification, or improper installation by you or any third party, the Company may, at its sole discretion and in compliance with Section 263 of the ACL, provide one or more of the following remedies:

Repair of the faulty Goods;
Replacement with functionally equivalent stock (subject to availability);
Full or partial monetary refund;
Partial or full store credit (refer Section 7).

7. Store Credit — Discretionary Remedy

In instances where you are not legally entitled to a refund under the ACL but the Company elects, as a gesture of goodwill, to offer a resolution, store credit may be issued subject to the following conditions:

Store credit value may be full or partial, reflecting product condition, usage, and return circumstances;
Store credit is valid for twelve (12) months from the date of issue;
Store credit is non-refundable, non-transferable, and cannot be redeemed for cash;
Issuance of store credit does not constitute an admission of liability or obligation for future remedies.

8. Customer Warranties and Acknowledgements

By purchasing Goods from the Company, you acknowledge and agree that:

Used Goods carry inherent wear consistent with their nature and history;
Installation and use must comply with relevant laws, safety standards, and industry best practices;
The Company provides no warranty or guarantee regarding site-specific compliance unless explicitly stated in writing;
The Company shall not be liable for indirect, consequential, or incidental damages arising from use or failure of the Goods outside the scope of ACL statutory guarantees.

9. Your Statutory Rights

Nothing in this Policy limits or excludes your statutory rights under the Australian Consumer Law.

As mandated by the ACL:

“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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.”

(Competition and Consumer Act 2010, Schedule 2, Section 64A)

10. Governing Law and Jurisdiction

This Policy is governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Victoria.

11. Contact Information

All refund, return, or warranty claims must be submitted in writing to:

B&R Storage Systems Pty Ltd
20 Kitchen Road, Dandenong South, VIC, 3175
Phone: (03) 9791 3666
Email: info@brstoragesystems.com.au
Website: www.brstoragesystems.com.au