Click & Deliver is offered to customers in most locations, this includes stocked key items. Depending on the location, size, and service requested a reasonable delivery fee will be applied to the customer’s order.
To check the status of your online order, please click on the “Track Order” tab on the bottom left hand side of the screen on the Demtech website. Enter your order ID and billing email address which can be found in your order confirmation email. Some customers may experience a delay in receiving order confirmation emails. If you have not received an order confirmation email on the same day that you placed your order, please contact Customer Support for assistance.
How long will my delivery take?
Please note that due to a high volume of online orders, there may be a delay in fulfilling your orders. Our team are working hard to prepare your orders as quickly as possible. Delivery timeframes may also vary depending on your delivery location. As we are based in Melbourne, interstate deliveries may take a few extra days.
In most cases, delivery for products purchased online will take 2–5 days, but for some products, such as Special Orders or Custom made items, it may take 7–14 days.
Can I return a delivered product?
Yes, you can return an item to Demtech Australia if you have received a damaged/faulty product.
View our returns policy for more information
Demtech Australia will happily assist customers who wish to return or exchange goods purchased from our online store. Our returns policy is in addition to your rights under the Australian Consumer Law or Consumer Guarantees Act (NZ).
With a receipt or tax invoice:
- We can provide a refund
- All returned goods must be unused, in original packaging and in saleable condition
- Receipts and tax invoices must be valid and intact
- Customers have to return a product in 14 days from the day of receiving the goods
- PLEASE NOTE: Custom manufactured items CANNOT be returned or exchanged.
All refunds will be provided back in the original tender. Credit card refunds must be processed back onto a credit card.
Note: A credit card must be present to receive a refund.
Proof of purchase must be provided.
Trade account returns/exchanges
If you’re an account customer and presenting goods for return or exchange, a copy of the original invoice must be presented along with the goods to arrange an account credit.
Commercial quantities are not generally available for change of mind returns or exchanges.
Online purchases can be returned either in-store with the tax invoice or by contacting our Customer Support team at firstname.lastname@example.org
Unfortunately we cannot offer a change of mind refund or exchange on the following items:
- Custom-made products
- Any product/s specifically cut to size at your request
- Used or altered items (not in original condition)
These products can still be returned if they are defective or have been incorrectly supplied.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You’re also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure.
We will accept product returns and provide you with a replacement, refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match its sample or description.
We recommend you retain your receipt, as we may require proof that you purchased the product from us. Our Team Members will be able to advise you whether a refund, exchange, repair or replacement is available.