This policy explains how Knox One Pty Ltd processes, delivers and handles inspection of orders across its brands, including decorative panels and hardware. Read it with our Terms & Conditions of Sale and Credit and Returns & Restocking Policy.
1. Order acceptance and processing
1.1 An automated acknowledgement confirms receipt only. An order is accepted when we issue written acceptance or an order confirmation identifying the accepted goods, price and applicable lead time.
1.2 In-stock orders are normally processed within 1-3 business days after acceptance, complete order details and satisfaction of payment or approved credit requirements. Business days are Monday to Friday, excluding public holidays observed in Victoria.
1.3 Orders received on weekends or public holidays start processing on the next business day. Processing time is separate from transport time.
1.4 Special-order, custom-made, non-stock or cut-to-size products have the lead time stated in the quotation or order confirmation. Stock shortages, customer changes and credit holds may affect dispatch. We will notify you of a significant delay and discuss available options.
2. Shipping estimates and charges
2.1 Typical transport times after dispatch are shown below. They are estimates, not guaranteed arrival dates. Any specifically agreed delivery commitment will be recorded in writing.
2.2 Freight, special handling and additional delivery charges are stated in your quotation or checkout before you commit to the order. Remote locations and oversized loads may require separate arrangements.
2.3 Deliveries are normally scheduled between 7:00 am and 5:00 pm, Monday to Friday, excluding applicable public holidays. Carrier schedules and access restrictions may affect the window.
2.4 We may arrange partial deliveries with you where appropriate. Quantities fulfilled in each instalment are recorded and invoiced in accordance with your account terms.
| Delivery area | Estimated transport after dispatch |
|---|---|
| Local deliveries (VIC) | 1-3 business days |
| Interstate deliveries | 3-10 business days |
3. Access, unloading and receipt
3.1 Provide a correct delivery address, an accessible contact and safe vehicle access. Advise restricted access, stairs, height limits, tail-lift needs or other site requirements in advance. Unless agreed otherwise, provide suitable personnel and equipment to receive and unload safely.
3.2 Risk passes when goods are delivered to you or your authorised recipient at the agreed location, or when you collect them. Unattended delivery requires your express authority for a specified safe location; risk passes when goods are placed there as agreed.
3.3 If nobody is available and no authority to leave exists, we will arrange redelivery or collection with you. Arrival alone does not complete delivery. Reasonable additional redelivery, waiting or storage costs caused by failure to meet your agreed arrangements will be explained and agreed before the additional service is provided.
3.4 Inspect packaging and accessible goods on arrival. Record visible damage or shortages on the receipt where possible, take photographs and contact us promptly. A clean signature does not remove rights concerning concealed damage or other non-excludable rights.
4. Detailed inspection and reporting
4.1 Complete a detailed inspection within 2 business days where reasonably practicable. Check series, model, colour, size, quantities, visible finish, accessories and documents. Check panels before cutting, edging or installation, and hardware before fitting or assembly.
4.2 Notify shortages, incorrect goods or visible damage in writing within 7 calendar days of delivery. Include contact details, order or invoice number, affected items and quantities, a description and photographs where available. Keep packaging and affected goods for inspection. For panel issues, take and retain clear photographs and send them to your Knox One sales representative for assessment and follow-up.
4.3 Stop processing or installing affected goods when a problem is identified, where safe and practicable. Do not dispose of or return them without instructions. Installation does not automatically remove a right to claim for a concealed defect.
4.4 These periods support prompt investigation. Late notice may affect evidence or a carrier claim, but does not automatically extinguish a latent-defect claim, applicable warranty or rights under the Australian Consumer Law or other non-excludable laws.
5. Delays and issue resolution
5.1 For a known significant delay, we will contact you by email or telephone, provide available information and monitor progress with the carrier.
5.2 We aim to acknowledge delivery or inspection issues within 2 business days. Following assessment, remedies may include missing goods, corrected delivery, replacement or refund, as appropriate. Our voluntary product warranties provide replacement rather than repair; discontinued goods may be refunded or replaced with an agreed similar product. Non-excludable legal rights remain.
5.3 For a confirmed error or defect attributable to our supply, no restocking fee applies and we arrange or reimburse reasonable agreed return transport. We handle carrier enquiries for deliveries we arrange; a carrier claim does not replace our obligations to you.
5.4 For a substantial delay, contact us about a revised date or cancellation of affected undelivered goods, with refund of relevant advance payments where applicable. Statutory cancellation and remedy rights remain available.
6. Contact
Knox One Pty Ltd | ABN 87 149 600 671
13-15 Endeavour Way, Braeside, VIC 3195, Australia
Telephone: (03) 9543 6666
Order and delivery enquiries: sales@knoxone.com.au