Order Processing Policy
Last Updated: 6 March 2025
Thank you for choosing Verdecor (a brand of Knoxs Pty Ltd, hereinafter referred to as "we", "us", or the "Company"). To ensure a smooth delivery experience and your complete satisfaction, please carefully review our Order Processing and Product Inspection policy below.
1. Order Processing Times
- All orders will be processed within 1-3 business days after receipt.
- Orders submitted during weekends or Australian public holidays will be processed on the next business day.
- During peak periods or high-volume order times, processing may be slightly delayed. We will promptly notify you via email if a significant delay is anticipated.
2. Shipping Methods & Estimated Delivery Times
We strive to deliver your order promptly; however, actual delivery times may vary due to shipping carriers or external factors. Our estimated delivery times are:
| Delivery Area | Estimated Delivery (Business Days) |
|---|---|
| Local Deliveries (VIC) | 1-3 business days |
| Interstate Deliveries | 3-10 business days |
Please note that these estimated delivery times may be affected by shipping carriers, adverse weather conditions, or other unforeseen external circumstances.
3. Shipment Notifications and Delays
- We commit to doing our utmost to deliver your order on time. If delivery is delayed due to circumstances beyond our control (e.g., logistics delays, adverse weather, road conditions, or third-party logistics issues), we will inform you promptly via email or phone and actively monitor the situation until your goods are safely delivered.
4. Customer Responsibility for Product Inspection
Upon Receipt of Goods:
- You must inspect the goods upon delivery to ensure the packaging is intact and undamaged.
- If you discover damaged packaging or obvious issues upon delivery, immediately note the problem on the delivery receipt, take clear photographic evidence, and contact us promptly.
Detailed Inspection After Delivery:
- You must complete a detailed inspection of your goods within 2 business days after receiving them, including verifying:
- Product model, specifications, and quantities match your order.
- The goods are free from visible defects such as damage, scratches, deformation, or other apparent issues.
- All accessories, attachments, and accompanying documentation are complete and accounted for.
Reporting Issues:
If any issues are discovered during your inspection, you must notify us in writing (via email or written correspondence) within 2 business days of receiving the goods. Your notification should clearly include:
- Your name and contact information
- Order number
- A detailed description of the issue with clear photographic evidence (for damages or defects)
- If issues were noted upon receipt, you must also inform the logistics personnel and record the issue on the delivery paperwork
If we do not receive your written notice within this timeframe, the goods will be considered accepted as complete, correct, and free of defects, and we will no longer be responsible for any issues reported thereafter.
5. Problem Resolution and Remedies
Upon receiving your written notification, we will respond within two business days and determine the next steps to resolve your issue, which may include:
- If a product is confirmed to have defects or errors, we will, at our discretion, repair, replace, or issue a refund.
- For damage sustained during transportation, we will assist in liaising with the shipping carrier to facilitate any required compensation or claims.
- The Company retains the final authority to decide on the resolution of reported issues.
6. Contact Information
If you encounter any issues regarding order processing, product inspection, or require further assistance, please contact our Customer Support Centre immediately:
Verdecor Customer Support Centre
Address:
13-15 Endeavour Way, Braeside, VIC, 3195, Australia
Email:
Phone:
(03) 9543 6666
This Order Processing Policy was last updated on 6 March 2025