ROKK Salon Solutions Shipping, Returns, Warranty and Promotions Policy

At ROKK Salon Solutions, we want our shipping, returns and warranty process to be clear, fair and easy to understand.

This policy explains how we ship orders, how we handle missing, damaged, incorrect and faulty items, and how our voluntary warranty works.

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

Shipping within Australia

We offer free shipping within Australia on orders over $3,000.00, excluding regional and remote areas.

If your delivery address attracts freight charges above standard major-city delivery rates, additional regional or remote-area charges may apply. If this occurs, we will contact you before dispatch to confirm the additional cost.

Please note:

• Furniture items are shipped separately from the rest of your order.
• Furniture items cannot be sent via express shipping.

We use multiple freight providers to ensure orders are shipped as safely and efficiently as possible:

• Courier services for larger or fragile items such as furniture, mirrors and stools.
• Australia Post for smaller items and standard parcel orders.

Shipping methods and delivery estimates after fulfilment

Australia Post

• Express Shipping: generally 2–6 business days to metro areas after dispatch
• Standard Shipping: generally 3–10 business days to metro areas after dispatch

In-stock standard orders are shipped from our Pakenham warehouse in Victoria, postcode 3810.

Courier deliveries

Courier delivery timeframes vary depending on the carrier and your location.

Couriers cannot deliver to PO Boxes, so please provide a valid street address to avoid delays.

Packing and dispatch

During sales periods and other peak times, packing may take 1–3 business days.

Selecting Express Post speeds up the courier transit time after dispatch only. It does not move your order ahead in the packing queue. All orders are packed in the order they are received.

Orders are dispatched in the morning, Monday to Friday, excluding public holidays.

If your order is placed after the courier’s daily collection, it will usually be collected on the next business day.

We take care to pack all orders carefully, especially fragile items. Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

While we aim to dispatch and deliver as quickly as possible, delays can sometimes occur due to freight congestion, weather, depot issues, regional servicing schedules or other factors outside our control.

If your parcel is delayed, please monitor the tracking link and contact the carrier directly where required. You are also welcome to contact us and we will assist where we can.

Delivery conditions for furniture and bulky items

Large and bulky deliveries are provided as a door-to-door / kerbside service to an accessible ground-level delivery point.

Please note:

• Couriers and furniture carriers do not take items into rooms
• they do not carry items upstairs
• they do not move items through small lifts or restricted access points
• they do not unpack products
• they do not remove packaging

For bulky furniture deliveries, the customer must arrange appropriate assistance to unload the item from the delivery vehicle where required. Drivers do not provide in-home placement, assembly or unpacking services.

Please ensure the delivery site is suitable for truck access and clear of obstructions.

Residential and commercial deliveries

Please monitor your tracking information closely.

Most courier drivers cannot call in advance.

If no one is available to receive the delivery, the carrier may:

• leave the parcel in a safe place where authorised and considered safe, or
• return the parcel to the depot if no safe place is available

If a parcel is returned to the depot and re-delivery is required, a re-delivery fee may apply.

If you choose or authorise an Authority to Leave or safe-drop delivery, the parcel may be left unattended in accordance with your instructions. Please ensure the location is secure.

Pick-up

Order collection is available from:

Shop 2, 11 John Street, Pakenham, Victoria

Collection hours are:

• Tuesday to Friday
• 9:00 am to 5:00 pm
• excluding public holidays and Christmas / Easter closure periods

Please do not attend for collection until you have received your pick-up confirmation email. Your order may not be ready at the collection point until that email has been sent.

Pre-orders, made-to-order items and out-of-stock products

Pre-orders

Pre-order arrival dates are estimates only and may change due to supplier, manufacturing or freight delays outside our control.

Orders containing pre-order items will be dispatched once all items in the order are in stock, unless otherwise agreed in writing.

Custom and made-to-order items

Items marked Made to Order or custom are built from scratch specifically for your order.

Lead times for these products are shown on the relevant product pages descriptions. These timeframes are estimates only and may change due to production schedules, material availability, factory closures, freight movement or customs delays.

Orders containing made-to-order items are dispatched once all items in the order are ready, unless otherwise agreed in writing.

Because these products are custom-made and often handcrafted, reasonable variations can occur between runs, models and individual pieces. Minor differences in finish, stitching, cushioning, grain, hardware placement, colour tone and dimensions may occur.

All listed measurements are approximate. Depending on the product, minor size variations may occur, and for some beds and upholstered furniture the variation can be between 0 and 100 millimetres.

Out-of-stock items

If a standard stocked product becomes unavailable after purchase, we will contact you and arrange a refund unless the item is a:

• custom item
• made-to-order item, or
• pre-order item

Remote area deliveries and third-party freight providers

Shipping is usually calculated at checkout. If your address is in a remote or difficult-access area and the freight cost is higher than normal, we will contact you before shipping to confirm any additional charge.

Some made-to-order products are distributed from an overseas warehouse and shipped as door-to-door freight.

For these orders, the appointed freight forwarder, shipping company or carrier may contact you directly to confirm:

• your delivery address
• identity details
• shipping or customs documentation
• delivery scheduling information

These freight providers will never request freight payment directly from you. All freight charges for these orders are billed directly to ROKK Salon Solutions. If anyone contacts you requesting payment for freight on an order you have placed with us, please contact us immediately.

Customers must respond promptly to any communication from freight providers, carriers or couriers, including checking spam and junk email folders. Failure to respond, delayed responses or missed communications may result in:

• shipping delays
• storage holds
• re-routing
• failed delivery attempts
• additional handling disruptions

Once an order has been dispatched, some delivery coordination may occur directly between you and the third-party freight provider.

This may also apply to domestic carriers including, but not limited to:

• Australia Post
• Label Express
• TNT
• similar courier providers

These carriers may also require confirmation of identity or delivery instructions before completing delivery.

Checking your order on arrival

Please inspect your order as soon as possible after delivery.

If the outer packaging appears visibly damaged on arrival, we recommend that you:

• take clear photos before opening, where practical
• note the issue with the driver if possible
• keep all cartons, pallets, wraps and protective materials
• contact us as soon as possible

Prompt inspection helps us investigate transit damage, incorrect packing and missing-item claims with the courier, warehouse or manufacturer.

Missing, damaged, incorrect and faulty items

Missing items

If anything is missing from your order, please contact us within 24–48 hours of receiving the delivery.

To help us investigate quickly, please include:

• your order number
• photos of the outer packaging
• photos of shipping labels
• photos of the contents received
• photos showing all packaging materials inside the carton

If a missing item claim is confirmed, we will send the missing item to you as soon as possible.

If the missing item is unavailable or out of stock, we will refund the missing item or discuss another suitable solution with you. But this must be within the notification period of 48 hours.

Damaged items on arrival or transit damage

If your product arrives damaged, please contact us as soon as possible with clear photos of:

• the product
• the damage
• the outer packaging
• the internal packaging
• any shipping labels

For transit damage claims, please keep all original packaging until the matter has been resolved.

For damaged-on-arrival or transit-damaged items, we will generally arrange replacement parts or a replacement item in the first instance, rather than issuing an automatic refund.

For some furniture, specialised items or made-to-order products, we may also need to review the claim with the factory or manufacturer before confirming whether the approved outcome is:

• replacement parts
• repair
• full replacement
• another appropriate remedy under this policy

Where a replacement is unavailable, impractical, or a different remedy is required under the Australian Consumer Law, we will provide the appropriate remedy.

Incorrect items

If you receive an incorrect item, please contact us before using, assembling or installing it.

Incorrect items must not be used and should be kept in their original condition wherever possible.

Returns of incorrect items must be approved by us first and must follow our return instructions.

Faulty items

If a product develops a fault, please contact us with:

• your order number or proof of purchase
• a description of the issue
• photos and, where helpful, video of the fault

We may need to assess the product before confirming the remedy.

Where the issue is a minor fault, we will generally resolve the matter by repair, replacement parts or replacement of the item, depending on the circumstances.

Where the issue is a major failure, your rights under the Australian Consumer Law may include a replacement, refund or other remedy.

Returns and return authorisation

Please do not return any item without prior written authorisation from us.

Unauthorised returns may be refused.

If a return is approved, you must follow the return instructions provided by our team.

Approved returns should be sent back or made available for collection in the item’s:

• original box
• protective wrapping
• internal supports
• pallet, where supplied

Original packaging is required for safe return freight, courier claims and factory assessment.

If we approve a return, we may ask that the item be returned or made available for collection within 14 days of return approval so the matter can be assessed promptly.

We do not accept returns of correctly supplied goods that have been used, installed, assembled, altered or damaged after delivery, unless required under the Australian Consumer Law.

Change-of-mind purchases

We do not offer refunds or exchanges for:

• change of mind
• incorrect selection
• finding the item cheaper elsewhere
• no longer needing the product
• ordering a product that is not suitable for your intended use where the item matches its description

Please choose carefully and review all product descriptions, dimensions, specifications, materials and suitability information before placing your order.

Custom and made-to-order products

Because custom and made-to-order products are produced specifically for your order, we do not offer refunds or exchanges for:

• change of mind
• incorrect selection
• preference changes
• suitability concerns
• ordering the wrong product for your business or service needs

·       delays or waiting periods that are clearly disclosed on the product page, during promotions, within our shipping policy, or agreed to at checkout

 

It is the customer’s responsibility to carefully review all product descriptions, specifications, dimensions, features, colours, and estimated lead times prior to placing an order.

By proceeding with the purchase of a custom or made-to-order item, the customer acknowledges and agrees to the estimated manufacturing and shipping timeframes displayed on the website product descriptions and agreement at checkout.

Once an order is made online, custom and made-to-order items cannot be modified, cancelled, exchanged, or refunded.

Cancellations and order changes

Please ensure that all order details are correct before checking out, including:

• your email address
• your delivery address
• the items selected
• any chosen options or specifications

Orders may be processed, allocated or dispatched from multiple locations shortly after purchase. For that reason, order changes, retrievals and cancellations are generally not possible once an order has been placed.

Custom and made-to-order items cannot be cancelled once production has commenced.

Promotions

Unless otherwise stated in writing, current promotional offers are subject to their stated conditions.

Parts-only warranty

The length of any voluntary warranty offered by ROKK Salon Solutions is listed on the relevant product page.

If no warranty period is listed on the product page, that product does not include a separate voluntary warranty from ROKK Salon Solutions.

Any voluntary warranty provided by ROKK Salon Solutions is a parts-only warranty, unless we expressly state otherwise in writing.

What we will provide

Where a warranty claim is approved, we will supply replacement parts that are compatible with the original product purchased from us.

Customer responsibilities

It is the customer’s responsibility to arrange:

• fitting
• installation
• servicing
• maintenance
• labour associated with replacing the part

ROKK Salon Solutions does not provide fitting, installation or maintenance services.

We strongly recommend engaging a qualified technician or suitably experienced professional where required.

What is not covered

The voluntary parts-only warranty does not cover damage caused by:

• misuse
• neglect
• improper handling
• incorrect installation
• poor maintenance
• unauthorised modification
• wear and tear
• accidental damage
• damage caused by third parties

Replacement parts required due to the above causes must be purchased at the customer’s expense.

Costs

Where a part is supplied under an approved voluntary warranty claim, the replacement part itself will be supplied at no charge.

Unless otherwise required under the Australian Consumer Law, shipping costs and installation costs remain the customer’s responsibility.

Non-returnable parts

Replacement parts supplied are non-returnable once shipped, unless:

• the part is faulty, or
• the part was supplied incorrectly due to an error on our part

Assistance

If you need help identifying the correct part, please contact our customer service team before ordering or installing any replacement component.

By proceeding with a parts-only replacement claim, you agree to the terms of this policy.