Last Updated: August 2026
Company: Direct Storage Systems
Location: North Geelong, Victoria, Australia
Contact: (03) 5277 0826 | sales@directstoragesystems.com.au
1. Australian Consumer Law (ACL) Guarantees
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, modifies, or excludes your statutory rights under the ACL.
2. Damaged in Transit, Defective, or Incorrect Goods
Because we supply heavy, palletised, and oversized industrial equipment, it is important that all deliveries and collections are inspected upon arrival.
- Inspection Window: You must inspect all delivered goods immediately and report any transit damage, component defects, manufacturing faults, or incorrect/missing items within 48 hours of delivery or collection.
- How to Report: Email sales@directstoragesystems.com.au or call (03) 5277 0826 with your invoice/order number, a description of the issue, and clear photos of the damage or defect (including packaging where applicable).
- Resolution: For verified transit damage or defective stock, Direct Storage Systems will promptly arrange replacement components, exchange items, or a full refund at no additional freight cost to you.
3. Change of Mind Returns
We encourage customers to double-check product specifications, bay dimensions, and weight ratings prior to ordering. Change-of-mind returns are not automatically accepted, but may be approved at our discretion under the following conditions:
- Notification: You must contact us within 14 days of receiving or collecting your order to request a Return Merchandise Authorisation (RMA).
- Condition of Goods: Items must be completely unused, uninstalled, in their original packaging, and in brand-new, re-saleable condition.
- Restocking Fee: All approved change-of-mind returns are subject to a 20% restocking and handling fee to cover warehouse inspection and administrative processing.
- Return Freight: The customer is strictly responsible for organising and paying all return freight costs to our North Geelong warehouse. Original delivery/freight charges are non-refundable.
4. Non-Returnable & Custom Items
We cannot accept returns, cancellations, or issue refunds for:
- Custom & Made-to-Order Products: Custom-engineered structural mezzanine floors, custom-cut timber/particleboard tops, specially fabricated cantilever profiles, or non-standard powder-coated finishes once production or fabrication has commenced.
- Used or Altered Goods: Any shelving, workbench, or pallet racking that has been assembled, modified, drilled, floor-anchored, or subjected to point/weight loads.
- Clearance & Ex-Display Items: Products sold clearly marked as discontinued, seconds, scratch-and-dent, or clearance lines (unless failing an ACL consumer guarantee).
5. Return Process & Instructions
- Obtain Return Authorisation: Contact our North Geelong office to receive an RMA confirmation before dispatching or dropping off any goods. Returns without an RMA will not be accepted.
- Secure Packaging: Ensure items are packed securely on a pallet or wrapped appropriately to prevent damage during return transit.
- Drop-Off / Freight Delivery: Deliver the authorised items to our facility during business hours:
Direct Storage Systems Warehouse: North Geelong, Victoria
Receiving Hours: Monday – Friday, 8:00 AM – 4:30 PM - Inspection & Processing: Once received, our warehouse team will inspect the items. Approved refunds will be processed via the original payment method within 3–5 business days, minus any applicable restocking fees.
Contact Our Returns Team
For any questions regarding a return, warranty claim, or delivery issue:
Phone: (03) 5277 0826
Email: sales@directstoragesystems.com.au
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