COVID-19 AND IT’S IMPACT ON DELIVERIES
A number of our courier partners are experiencing high demand, resulting in some longer than expected delivery times. Our distribution team is working hard to ensure that you receive your order when required or as close to that time as we can.

CONTACT-FREE COLLECTION AND DELIVERY
Our courier partners are now practicing a contact-free collection and delivery process, whereby all orders will be collected or delivered without the need of a signature. Drivers will instead request the customer’s name as proof of either collection or delivery. Furthermore, drivers are also adhering to social distancing measures at all times.

DELIVERY TIMEFRAMES
We work hard to ensure we quickly pack and dispatch your orders. We ship all orders from our 6 warehouses across Australia, so in most metro* areas you can expect your order within 1-2 business days. Outside of these areas, you should receive your order between 2-5 days after the time of dispatch. On occasions, the stock may be dispatched from an interstate warehouse, and may impact the delivery time of your order.

SAME DAY DELIVERIES
Where possible, orders placed before 10AM (AEST) are eligible for same day delivery to the following metro* areas: Sydney, Melbourne, Brisbane, the Gold Coast and Adelaide.

SAME DAY DISPATCH
Where possible, orders placed before 12PM (AEST) are eligible for same day dispatch to the following metro* areas: Sydney, Melbourne, Brisbane, the Gold Coast and Adelaide.

REGIONAL DELIVERIES
If your order is placed between 9am and 4pm Monday to Friday, items will be picked up and delivered by Emerald Planet’s selected courier company. Estimated arrival is 1-5 business days to Perth, Darwin and areas outside of the metro* delivery zone.

KEEPING YOUR ITEMS SAFE
Your delivery’s safe arrival is important to us. Therefore, our couriers require a signature once goods have been received. If no one is available to sign for the order, a card will be left with a contact number to arrange an alternative delivery time and day. For orders quantities that require pallet delivery, please ensure your delivery location allow for truck access and a forklift is available for unloading the pallet(s) or resources are available to hand unload the delivery in less than 10-minutes.

AUTHORITY TO LEAVE
By ticking the box at the checkout page or requesting in writing to our customer support team, Emerald Planet’s selected courier will leave your delivery at an address in accordance with your instructions.

DELIVERY ADDRESS
We deliver to most residential and business addresses across Australia. However, there are a small number of remote locations that we are unable to service. Emerald Planet is unable to deliver to PO Box or Locker addresses.

If your delivery question is unanswered, please visit our full Terms & Conditions here or contact the Emerald Planet customer support team (1300 511 148).
* The metro delivery zone is a 40km radius surrounding the following cities: Sydney, Melbourne, Adelaide, Canberra, Brisbane and the Gold Coast.

At Emerald Planet, we want your purchasing experience with us to be a pleasant one – this is why we’ve made our returns policy as simple as possible. If for some reason things don’t go to plan, we have a dedicated customer support team available to make things right again!

DAMAGED OR FAULTY ITEMS OR CONSUMER GUARANTEE ISSUES
If you receive a damaged product or have a consumer guarantee issue, please contact our customer support team on 1300 511 148 and have your order number available and we will work with you to resolve the issue.

RETURNS AND CREDITS FOR CHANGE OF MIND
If you would like to return a product because you have changed your mind, please contact our customer support team on 1300 511 148 as soon as possible. We are happy to provide a credit note for the value of the price paid for the product if:

  • the product is returned with proof of purchase within 10 days from delivery; and
  • the product is unopened and in original condition (including packaging). We will not accept returns of products that appear worn, used or damaged, or altered in any way.

You are responsible for the cost of returning the product.
Please visit our Terms & Conditions here for further information.

Emerled Pty Ltd (ACN 134 393 016) (Emerald Planet) supplies various goods, including lighting products and solutions. We aim to provide long-term protection against product failures and faults to you, our customer.

Where the Australian Consumer Law applies, 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This warranty is in addition to any rights you may have under the Australian Consumer Law. If this warranty is inconsistent with any rights you have under the Australian Consumer Law, the Australian Consumer Law will prevail.

The goods subject to this warranty are insert.

WARRANTY PERIOD
The warranty period commences on the date you purchased the goods and continues for insert years.

REMEDIES AVAILABLE
During the warranty period, we will repair or replace (at our discretion) any defective parts of goods or defective goods directly purchased from us.

If we elect to replace the defective goods, we will replace the goods with the same type of goods or a comparable or close equivalent, taking into account features, quality, specifications, and availability of the goods.

If Emerald Planet is unable to repair or replace the defective goods, we will provide you with credit for the value of the price paid for the goods, unless we are required to provide a refund under the Australian Consumer Law.

CONDITIONS FOR CLAIMING UNDER THIS WARRANTY
To claim under this warranty, the following conditions must be met:

  • you must have installed the goods properly, which includes having the goods installed by a licensed electrician where required to do so by law;
  • you must have used, handled, installed, maintained and operated the goods in accordance with our instructions and, if applicable, the manufacturer’s instructions, in normal environmental conditions;
  • you must provide us or our agent, at our request, with easy access to the goods and any fixtures used to operate them;
  • you must be the original purchaser of the goods from us or a reseller authorisedby us;
  • you must provide proof of purchase of the goods (eg invoice);
  • you must follow the claim procedure outlined in section 6 below; and
  • the goods must not have been subject to accident, neglect, abuse, abnormal use or stress (such as operating the goods in environments in excess of recommended temperatures, excessive switching cycles and operating hours), misuse, acts of God, improper installation or storage, fire, vandalism or civil disturbances.

CLAIMS PROCEDURE
Follow the following steps to make a claim under this warranty:

  • contact the Emerald Planet customer support team on 1300 511 148 during business hours or at [email protected];
  • provide proof of purchase of the goods; and
  • provide complete details about the issues you are experiencing with the goods.

LIMITATIONS OF WARRANTY
This warranty does not cover the following:

  • costs associated with return freight, transportation or delivery of the goods, unless authorised by us at our discretion;
  • service call fees for the defective goods;
  • costs associated with the installation and dismantling of the defective goods, or re-installation of the repaired or replaced goods;
  • any damage to, or loss of, goods that occurs during transportation, installation, dismantling or re-installation of the goods;
  • any physical damage to the goods that is not caused by us;
  • damage to goods caused by misuse or negligence, whether accidental or intentional, including damage caused by failure to routinely maintain the goods;
  • fair wear and tear, including but not limited to, rusting, corrosion or mould; and
  • repairs carried out by repair agents that are not authorised by us.

Despite the above, we may be required to pay some of the above costs under the Australian Consumer Law.

CONTACT US

For any questions about Emerald Planet’s goods or this warranty, please contact us on 1300 511 148, at [email protected] or using the contact form here

Daniel ZamparelliDelivery Returns Warranty Policy