General T&C’s
Last updated: July 2017
Please read these Terms and Conditions (“Terms”) carefully before using the website and online shop operated by Pro-Wash Australia Pty Ltd (“Company”). Your access to and use of the website is conditioned on your acceptance of and compliance with these Terms. Users and registered online shop members found abusing access privileges through deliberate misuse of this website, including but not limited to; hacking or attempted hacking, spamming, industrial/commercial sabotage, providing user privileged content/information to competitors of Pro-Wash Australia, may have their account suspended or cancelled.
Copyright
All content included on this site, such as text, graphics, logos, icons, photos, images, videos, documents for download and software, is the property of the Company or its content suppliers and is protected by Australian and international copyright laws.
Placing an Order
Orders can be placed over the phone, fax, email or via our online shop.
Please prepare phone order in advance with the following information:
- Customer # and carwash/business/company name
- Shipping address
- Shipping requirements (standard, urgent, specific date/time, customer pick-up)
- Payment method, if not utilising a 30 Day Trading Account
- Product number, description and quantity
Cash Sales / Non-Account Holder
Please note: Prowash is a wholesaler and personal sales are not permitted.
If you do not have an active 30 Day Trading Account with the Company you may place an order as per the above ‘Placing an Order’ options, however, full payment of your approved order must be received prior to your order being shipped/collected. Orders will be processed at the discretion of Prowash.
Back Orders
Back orders are not physically held in stock and are confirmed prior to fulfilment. Freight charges will apply to all shipments for back order items.
Pricing
All prices are subject to change without notice. Orders placed online will be invoiced at the price as displayed on the online shop, on the date of the transaction.
Delivery & Freight Charges
Our aim is to always find the best freight price and most reliable service for you. To ensure this, we have access to a large number of freight companies Australia wide. Some carwash sites are not manned all day so we are happy to work with you and our freight company to arrange specific delivery times or include special drop off instructions.
- Free standard road shipping to Melbourne metro area from our Tullamarine warehouse *
- Free standard road shipping on orders of 6+ drums for metro areas from our 3rd party warehouses in Qld and WA *
- Shipping charges are included in your invoice and payable as per our standard payment terms.
- Urgent / express overnight deliveries will incur a premium handling fee and can be quoted prior to shipment.
- Click & Collect - Shop online and nominate a time that you’d like to collect your items, free of charge, from Prowash in Tullamarine.
- Customer arranges own freight – we will arrange delivery via your freight company.
- Where applicable, additional tailgate, hand-unload and re-delivery charges will be passed onto the customer.
- Inspect your shipment for damages upon delivery and notify delivery agent before they leave your site.
- Shortages, lost or damaged goods must be reported within 7 days
* Metro area defined by freight company
Freight quotes are an estimate only and may vary at the time of delivery.
Availability dates for delivery are estimates only, but the Company will utilise its best endeavours to maintain these estimates.
Credit Card Payments
We accept Visa, Mastercard and American Express.
Credit Card Fee
1% plus GST for all Visa, MasterCard and American Express transactions on invoices older than 14 days from invoice date.
Administration Fee
Any transactions that are bank declined will attract an administration fee to be charged at 1% plus GST.
Returning Goods
Please note: Item/s returned without an Returned Goods Authority (RGA) form, or Company issued RGA number, will not be actioned.
To ensure that returned goods are processed in a timely manner and all approved credits are issued accurately, please follow the steps listed below;
- Call and advise a team member that you would like to return items/s
- Give details on the item/s including; quantity and the reason for return
- If approved, Prowash will complete the RGA form and issue a unique RGA number which is valid for fifteen (15) days
- Once you have received the RGA form (via fax, email, post or with your replacement goods) keep a copy for your records and send a copy back with the goods you are returning
- All returned item/s must be new and in original packaging, this includes any markings to packaging that may effect resale of item
- Mark your shipment clearly with your unique RGA Number; and
- Ship to Prowash Australia, 13 – 15 Flight Drive, Tullamarine VIC 3043.
If you require assistance please call (03) 8340 3222, and a customer service team member will be happy to guide you through this process.
Transport charges are the responsibility of the Customer, except where Prowash assumes responsibility for the return. It is the sender’s responsibility to pack the Goods correctly to prevent damage during transit. Any item/s lost or damaged in transit are the sender’s responsibility and a credit is not guaranteed.
Once your return has been received, matched to your RGA number and processed in our system, the item/s will be assessed. During this assessment a team member may call you to discuss the reason for return, i.e. if the item is faulty or has been returned for a repair we may require further information.
Where item/s have been returned because they were incorrectly sent, incorrectly ordered, not suitable or deemed faulty, a full credit may be considered. In such instance, the item/s MUST not have been used, and MUST still be in the original packaging. Where they are deemed not to be faulty e.g. through misuse or damage, we will assess the item and repair if possible. In such case, the customer shall NOT receive a credit for the item and may incur the cost of repairs. Special or custom made orders will be considered on a case-by-case basis.
Prowash reserves the right to inspect all item/s before issuing a credit and charge a 20% restocking fee if applicable.
Complaints / Customer Feedback
Why do we care so much about feedback?
- to recognise all customer feedback
- to ensure all feedback is handled effectively in a timely manner
- for team members to have a second chance in providing the unsatisfied customer with excellent customer satisfaction
- to improve and to prevent similar problems from occurring again
- Customer feedback can be submitted via our website Contact Us page, email, fax, phone, mail, or in person
All Customer feedback, whether written or verbal will be recorded by a team member and all efforts will be made to resolve any issues raised within a reasonable period. All feedback received and recorded will be retained and reviewed to improve our customer service commitments.
Links To Other Web Sites
The Prowash website contains links to third-party websites and/or services that are not owned or controlled by the Company. Prowash has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party websites or services.
Contact Us
If you have any questions about these Terms & Conditions, please contact us. Our 30 Day Commercial Credit Account Terms and Conditions can be viewed
here.
