Policy

Refunds & returns

Pallet buying only works if the pallet matches the paperwork. Here is exactly what we cover, what we don't, and how to make a claim.

Reviewed February 2026

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Acceptable quality is assessed against the condition grade the pallet was sold as. A pallet sold as untested customer returns is not defective merely because some units are faulty — that is disclosed in the listing. It is a failure if the pallet does not match its manifest.

What we cover

Manifest shortfall — units listed on the manifest that are not on the pallet. Credited at the declared retail value ratio of the pallet price.
Misgraded stock — a pallet materially below the condition grade it was sold as.
Freight damage — damage in transit, where the consignment note is annotated on receipt and photos are taken before unwrapping.
Any item not matching the manifest — refunded in full and collected at our cost.
Wrong pallet dispatched — collected and replaced at our cost.

What we don't cover

Change of mind after dispatch, or stock that didn't sell as well as you hoped
Faulty units on a pallet correctly sold as untested customer returns
Cosmetic marks on grades where wear is disclosed (tested working, returns, overstock)
Missing accessories where the manifest lists a bare tool
Damage caused after delivery, including by your own unloading equipment

How to make a claim

Inspect on delivery. If the wrap or pallet is visibly damaged, note it on the consignment note before the driver leaves and photograph it wrapped.
Check against the manifest within 7 days of delivery and photograph any shortfall or misgrading.
Email sales@toolvaultau.com with your pallet ID, invoice number, photos and the affected manifest lines.
We respond within 2 business days. Approved claims are settled by refund, partial credit or replacement within 5 business days.

Freight on returns

Where the fault is ours — shortfall, misgrading, a pallet not matching its manifest, or wrong pallet dispatched — we pay return freight and arrange the carrier. Where a pallet is returned for any other agreed reason, return freight and a restocking fee are payable by the buyer and confirmed in writing first.

Deposits and cancellations

A pallet is held for 48 hours from the time a written quote is issued. Deposits are refundable in full if you cancel before the pallet is picked and booked with the carrier. Once a consignment is booked, the freight component becomes non-refundable because the carrier has charged it.