Returns and Cancellation Policy

The Tank Factory – Returns Policy

Pressure Pumps, Rainwater Harvesting Related Products and Accessories – Other Than Poly Water Tanks

Where an order has been placed with us for any pressure pump or ancillary equipment,  rainwater harvesting product or other accessory, whether in addition to the purchase of a poly water tank or as a standalone accessory order, either by internet web order, email, telephone, mail correspondence or in person, any request for return of that item/s must be made in writing (within a period of no longer than 30 days from the scheduled delivery date if purchased with a water tank, or when ordered without a water tank, from the date payment was received and item posted / couriered or handed to you), from the person who originally placed the order with us, via the original email address that was supplied to us when the order was originally composed. We will not accept verbal requests for return of orders. Your request must state the reason you wish to return the product/s to us. Your request for return must be accompanied by a copy of the paid tax invoice that we emailed, posted or handed to you at the time of original purchase. PLEASE NOTE – no consideration will be given to a refund if you have simply changed your mind or if you’ve found a better deal for the same product elsewhere.

Please do not send any items purchased from us directly back to the manufacturer.

Unless the item is faulty from manufacture, to be eligible for a return, the item/s needs to be in the original packaging supplied with same and must be unopened and undamaged, in the same original condition that you received it. You must not have used the item/s in any way. If the item/s you are returning to us shown any signs of having been removed from their original packaging or evidence presents that the item/s have been used or are no longer in original condition, then no consideration will be given in regard to a refund being made to you.

To return your item, you should mail your product clearly addressed to:

The Tank Factory
P. O. Box 218
Wollongbar N.S.W. 2477

You will be responsible for paying all associated mailing / shipping costs for the return of your item/s. These costs are non-refundable. If you are eligible to receive a refund, the refund due will be based on the original cost of the item/s you ordered from us only.

If you are posting / shipping an item back to us with a value over the amount of $50.00 we cordially request that you please use a trackable service or purchase an insurance cover for the item/s. We cannot provide you with a guarantee that we will receive your returned item/s.

Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item/s. We will also notify you of either the approval or rejection of your claim for refund. If your refund is approved, we will email you with a request for your financial institution account details. These will be forwarded to our accounts department who will arrange any monies to be refunded back to you. If the original payment was made by credit card or debit card, any applicable merchant fees associated with the payment transaction will not be re-funded.  Note, any monies refunded may take several business days to process back to your account, depending on the relevant financial institutions.

Returns cannot be made on specially ordered items. Regular priced stock items only, may be eligible for return and consideration of refund. Unfortunately, we cannot refund items that are sold as clearance items.

Exchange of items.

We will only replace items that are found to be defective or damaged from original manufacture. If you need to exchange a defective or damaged item/s, any request for exchange of that item/s must be made in writing, (within a period of no longer than 30 days from the scheduled delivery date if purchased with a water tank, or when ordered without a water tank, from the date payment was received and item posted / couriered or handed to you), from the person who originally placed the order with us, via the original email address that was supplied to us when the order was originally composed. Your request for exchange must be accompanied by a copy of the paid tax invoice that we emailed, posted or handed to you at the time of original purchase.

Please do not send your purchased items directly back to the manufacturer.

We will then contact you by telephone to discuss your inquiry and you will be given further directions via phone or email. Your item/s should be mailed and clearly addressed to:

The Tank Factory
P. O. Box 218
Wollongbar N.S.W. 2477

You will be responsible for paying the mailing / shipping costs for the return of your item/s. If the item/s is/are found to be damaged or defective from original manufacture, we will cover the cost of your shipping the item/s back to us. We require documented evidence of any associated postage / shipping costs incurred by you, so please ensure you obtain and keep a receipt for these costs when you return the item/s to us. You will need to send us a copy of any associated receipts along with your returned item/s.

If you are posting / shipping an item/s back to us with a value over the amount of $50.00 please request a trackable service or purchase an insurance cover for the item/s. We cannot provide you with a guarantee that we will receive your returned item.

Your returned item/s will be inspected upon arrival. If approved for exchange we will send any replacement item/s to the original delivery address we have on file for you, or to an alternate delivery address, should you supply us with alternate address details.

Depending on replacement item availability and the delivery location, the time it may take for your exchanged item/s to reach you is likely to vary.

The Tank Factory – Order Cancellation Policy

Poly Products

Whilst our poly products are manufactured by a rotational moulding process and our range is limited by the number of moulds we have available to us, the uses of poly products in different applications is vast. As such, each individual products’ use will be according to the individual needs of each of our customers, with regard to colour selection and fit out required, and it is therefore considered that each product manufactured is bespoke to each individual customers’ own requirements.

We do understand that from time to time, for various reasons, it may be necessary to cancel an order once it has been placed by the customer.

Where an order has been placed with The Tank Factory (hereafter referred to as “we” “us” and “our”), either by internet web order, email, telephone, mail correspondence or in person, any request for cancellation must be in writing from the person who originally placed the order with us via the original email address that was supplied to us when the order was originally placed. We will not accept verbal requests for cancellation of orders.

Fees applicable to cancellation of orders:

Any poly product ordered via any of the above methods for which we receive a cancellation request as outlined above will incur the following fees:

If the order has been received and paid for, however has not been scheduled for manufacture, nil fees will be incurred and the full amount of monies paid to us will be refunded to the customer. If payment was made by credit card or debit card, any applicable merchant fees associated with the payment transaction will not be re-funded.

If the order has been received and paid for and the product has been manufactured but not yet fitted to the customers’ requirements, a (TBA %) re-stocking fee will be incurred against the total invoiced cost of the product manufactured (not including other accessories ordered nor any delivery fees nor other associated fees).

If the order has been received and paid for and the product has been manufactured and fitted to the customers’ requirements, but not delivered, a (TBA %) re-stocking fee will be incurred against the total invoiced cost of the manufactured product, (not including other accessories ordered nor any delivery fees nor other associated fees).

Once a product has been manufactured and fitted to the customer’s request and delivered to the customers’ requested delivery address, it will be taken that the customer is satisfied with the final product and cancellation of same can no longer be actioned.

Only in extenuating circumstances will we give consideration to extending a refund or part there-of, if the order has been received and paid for and the product has been manufactured and fitted to the customers’ requirements and delivered to customers requested delivery address. Written correspondence will be required, (within a period of no longer than 30 days from the scheduled date of delivery), from the person who originally placed the order with us, via the original email address that was supplied to us when the order was originally placed, or by a person who has the legal authority to act on that persons’ behalf, outlining the reasons for request of refund. This request will be reviewed by management of The Tank Factory and if approved, an email will be sent to the customer outlining the details of the extent of refund to be made.

Water Tank Factory – Order Cancellation Policy

Poly Products

If a delivered product has received approval for refund by us and cannot be posted, nor couriered back to us at the customers own expense, then a collection of the delivered product will need to be arranged with us and paid for by the customer. The collection fee will be not less than twice the original charged delivery fee pertaining to the product/s ordered and the collection from the customer will be arranged at our convenience. The customer is responsible for ensuring the product remains unused and in safe keeping until such time as collection of same can be made by our delivery drivers.

Regardless of the original method of payment, in order to process a refund to the customer, The Tank Factory will request via email reply, the following details in writing, from the customer:

Name of Financial Institution, (bank building society or credit union), BSB No., Account No. and account name)

It is the customers responsibility to ensure they provide us with their own correct account information.

Refunds may take several days to process between financial institutions.

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