24 January 2024.
Orders and Delivery
Standard web purchase order processing time is 1-3 business days from the date the purchase order was originally placed. During busy festive periods and public holidays applicable to the state of New South Wales in Australia, there may be delays with order processing, dispatch and delivery. Upon purchase order processing, we will email you the order confirmation and invoice.
Delivery time is approximately 2 to 5 business days for Australian addresses. Upon dispatch of the goods, you will receive an email notification with your tracking number. All our parcels require signature on delivery due to the nature of the products. Delivery will only occur during the period 9:00am to 5:00pm, Australian Eastern Standard Time, Monday to Friday, excluding public holidays.
Any changes to a delivery date effected or requested by the customer may incur storage and additional delivery costs which will be advised to the customer by IHC and be payable by the customer in accordance with these Terms and Conditions.
We can only deliver to a physical address. Example of addresses we cannot deliver to include, but are not limited, to PO boxes, locked bags and freight forwarding companies. When ordering, please state the floor level of your delivery address if it is not at ground level. Bulky/heavy items, equipment or furniture are delivered to ground floor level only – additional charges may apply for alternative delivery arrangements.
Shipping and Cold Chain Freight Charges
IHC’s “Handling Free Threshold” is currently $330 (including GST) or $300 (excluding GST) for orders with delivery to a single destination. The Handling Free Threshold may be varied from time to time by IHC on notice to the customer (which may be by way of notification via IHC’s website). IHC’s customer service staff can advise the customer of the applicable Handling Free Threshold on request.
Free shipping inside Australia is offered on orders with delivery to a single destination and with a value exceeding the Handling Free Threshold (excluding bulky/heavy items where freight will be charged at cost). Orders less than the Handling Free Threshold and orders with deliveries to multiple destinations will attract a freight and handling charge which will be invoiced with the goods. Customer requests for urgent orders regardless of location may be subject to additional freight and handling costs.
The customer shall pay the cost of any freight and handling costs associated with the delivery of bulky/heavy items, equipment or furniture. Bulky/heavy items include items that are either multiple cartons or require palletised or part-palletised deliveries.
Cold chain products may attract additional freight and handling charges, whether or not the order has a value exceeding the Handling Free Threshold.
Returns
This clause does not apply to goods purchased by customers who are consumers within the meaning of the Australian Consumer Law and where the return is made because the goods do not comply with the consumer guarantees under the Australian Consumer Law.
Where a customer wishes to return the goods, they must request a Returned Goods Authorisation (“RGA”) and may not return the goods before receiving the RGA number from IHC. When requesting a RGA, the original invoice number is required to be quoted. All returned goods must be properly packed, clearly labelled with the RGA number, and returned via IHC’s nominated means. All returns must be completed within 30 days. Orders returned without a RGA number may not be identified or recognised and will be refused and returned to sender and we will not be responsible for any charges (for any reason) such as freight and no refund will be issued.
To the maximum extent permitted by law, returns will not be accepted if:
(a) the goods were delivered more than 7 days prior to the request for return;
(b) the goods are returned incomplete, or have been used;
(c) the goods are received by IHC in a damaged or unsaleable condition, or are not in their original unopened packaging;
(d) the goods were not stored and/or shipped back to IHC in accordance with the manufacturer’s or IHC’s recommendations;
(e) the goods are not normal stock items and have been procured by IHC to meet a specific customer requirement;
(f) the goods are not returned to IHC’s nominated warehouse;
(g) the goods have expired;
(h) the goods are cold chain category products;
(i) the goods are related to COVID-19; or
(j) the goods are no longer required because of the customer’s change of mind.
If it is determined that the customer was not entitled to return the goods, IHC may charge a re-stocking fee together with any other charges (including freight and handling) incurred by in connection with such return.
If any freight and handling fee was charged at the time of the purchase of the goods, the customer will not be entitled to a refund or credit of that freight and handling fee.
COVID-19 has created large market demand for certain products. To avoid excess product supply, orders for COVID-19 related products will be non-cancellation and non-returnable. We are also allocating to allow our customers who do routinely order these products so they will still have access and availability wherever possible to meet their ongoing needs.