All orders are aimed to be dispatched within 3-4 business days of receiving your order during business hours of Monday-Friday / 8am – 5pm.
We use various carriers to deliver our orders so please allow up to 5-7 working days for delivery.
Should you require your order quickly, please contact the office as we can accommodate requests to use an express courier, which may be at additional cost.
Upon arrival of your package, please note any damage to the box as well as any damage to the item itself. If you feel that the damage to an item or a box is too severe please refuse the package. There is no need to refuse all delivered packages if most are in good condition.
In the unlikely event that your item arrives damaged or faulty, please notify Anstel Brands within 30 days of receiving the item for a replacement (if available), webstore credit or a refund. Please our Customer Service Team to assist with organising your return.
Usually, our freight deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order. However, if you anticipate that you might not be at home for your delivery, please select the option to leave the order at your door at checkout.
Due to security and liability restriction of our carriers, the customer is responsible for bringing any of such merchandise into their home, so we recommend that you have someone available to help you carry the items into your home, unpack and install/assemble your goods.
Once goods have been dispatched you should receive a notification to advise shipping information and a tracking number. If you don’t receive this after 4 days from payment, please contact email@example.com for a tracking no.
At checkout, you will be shown what the cost of shipping will be prior to payment and you can choose to accept or cancel the order.
If you prefer to pick up items from our warehouse in Victoria, please phone prior to ensure someone is there to meet you and bring a cheque for the payment or pay on credit card in the office.
If an item goes on back order, we will let you know and ship the part of your order that is in stock.
When the item becomes available, we will let you know and ship you the rest of your order.
You will not be charged any additional shipping or handling for the second shipment.
Returns, Exchanges & Refunds Policy
If you need to return an item, for either a refund or an exchange, please contact our office on 03 8459 2750 or email firstname.lastname@example.org for an exchange number.
You must return the item, at your cost, within 30 days of your purchase.
Change of Mind Returns
In addition to your statutory rights under the Australian Consumer Law, if you want to return an item because you have simply changed your mind, Anstel Brands will gladly offer you an exchange, webstore credit or refund for goods (only) returned within 30 days of purchase. We will not refund the initial shipping costs or the return shipping costs.
Provided that the item:
- Is returned with the original receipt;
- Is unused, in its original condition and packaging with all instruction manuals and accessories;
- Is not a gift card, discontinued item or an item that was reduced to clear; and
- Is returned together with any free or bonus items that were provided with the item at the time of purchase
Return & Exchange Exceptions
Merchandise that has been used or altered will not be accepted for return or exchange.
Anstel Brands takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law:
1) exchange or refund of items for major failure or faults or
2) exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure.
In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable. Read our Warranty Policy here.
If you believe you have received a faulty item or there has been an error with your shipping, please contact us here. Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item.
Returns and exchanges can be mailed to:
36 Sunline Drive
Truganina VIC 3029
Please mark the package with the return/exchange number, your name, and contact details. Include in your package a signed letter stating the reason for your return and the original receipt.