1. Scope and statutory rights
1.1 This policy applies to Goods and Services supplied by Tank Shop and should be read with our Terms & Conditions. If there is an inconsistency, the Terms & Conditions prevail unless applicable law requires otherwise.
1.2 Nothing in this policy excludes, restricts or modifies any consumer guarantee, remedy or other right or liability that cannot lawfully be excluded, restricted or modified, including rights that may apply under the Australian Consumer Law (ACL).
2. Change of mind, cancellations and discretionary returns
2.1 Tank Shop does not accept cancellations or returns merely because you changed your mind, ordered incorrectly, no longer require the Goods, your customer or project changed, found another product or price, or selected Goods that do not suit an intended use where the Goods themselves conform to the Order and applicable law.
2.2 Made-to-order, custom-configured, modified or specially procured Goods will not be accepted for change of mind cancellation or return once manufacture, modification, procurement or supplier processing has started.
2.3 Tank Shop may, but is not obliged to, agree to a customer-requested cancellation, return, refund or credit in its discretion. Any such agreement may be subject to conditions, including prior authorisation, time limits, condition and packaging requirements, and payment or deduction of reasonable costs and losses.
2.4 For a discretionary cancellation or other failure by you to complete an accepted Order, a Security Deposit may be forfeited in accordance with the Terms & Conditions. Amounts already earned, performed or irreversibly incurred may also be retained or deducted to the extent permitted by law, including Tank Order Management or other Services, Manufacturer or Supplier cancellation or restocking charges, delivery or freight costs, return freight or collection, unrecoverable payment processing or currency-conversion costs, and reasonable inspection, handling or repackaging costs.
3. Reporting a problem
3.1 If you believe Goods or Services supplied by Tank Shop have a problem, you must notify Tank Shop promptly so the issue can be assessed and evidence preserved. Visible delivery damage, shortages or incorrect Goods should preferably be reported within seven (7) days of delivery.
3.2 You must provide information reasonably required to assess the issue reasonably required to assess the issue, which may include the Order number, a description of the problem, photographs or video, serial or production details, installation information, delivery information and other relevant evidence.
3.3 You must provide reasonable proof of purchase when requested by Tank Shop. For example, a Tank Shop Tax Invoice or Order record may be used, but another form of proof may be accepted where it reasonably demonstrates the purchase.
3.4 Tank Shop may reasonably assess the Goods or Services before determining the appropriate response. Assessment may involve the Manufacturer, Supplier, Delivery Agent or an appropriate technical specialist. You must provide reasonable cooperation, information and access needed for that assessment.
4. Remedies for problems with Goods or Services
4.1 Where Goods have a major failure under the ACL and you are entitled to reject them, the remedy is determined in accordance with applicable law, including any statutory choice between a refund and replacement.
4.2 Where a failure with Goods is not major, Tank Shop may select a remedy permitted by applicable law, including repair, replacement or refund. A credit may be offered where agreed with the customer.
5. Circumstances where a statutory remedy may not apply
5.1 A consumer-guarantee remedy may not be available to the extent a problem was caused by misuse, abnormal use, unauthorised modification, unsuitable site conditions, incorrect installation or work by others, failure to follow applicable Manufacturer Requirements, or another act or omission for which Tank Shop is not legally responsible.
5.2 A remedy may also be affected where you knew of a particular defect before purchase, or where you instructed that a Service be performed in a particular way against advice and that instruction caused the problem, subject always to applicable law.
6. Returns, collection and inspection costs
6.1 Before returning Goods or arranging their removal or collection, you must contact Tank Shop so that the appropriate return, inspection or collection process can be coordinated.
6.2 You must not authorise freight, crane, labour, removal, collection or other related costs on Tank Shop’s behalf without Tank Shop’s prior agreement, except where required by law or where urgent action is reasonably necessary to prevent injury, property damage or further loss. Responsibility for those costs is otherwise determined under applicable law.
6.3 If reasonable assessment finds that Goods do not have the claimed problem, you may be liable for reasonable inspection, collection, return or removal costs, provided Tank Shop has disclosed a reasonable estimate before those costs are incurred and charging them is permitted by law.
6.4 For discretionary returns, condition and packaging requirements may apply under section 2. Where you arrange the return of Goods, you must take reasonable steps to protect them against avoidable damage during handling and transport, such using suitable packaging or other protection.
7. Manufacturer warranties
7.1 Manufacturer warranties are provided solely by the relevant Manufacturer and are subject to that Manufacturer’s warranty terms, conditions, exclusions and claim procedures. Tank Shop does not underwrite, assume or guarantee a Manufacturer Warranty or any particular warranty outcome.
7.2 Tank Shop will reasonably assist with post-sale issues. This may include providing Order records, communicating with the Manufacturer or facilitating information between you and the Manufacturer where appropriate. This assistance does not make Tank Shop the provider of the Manufacturer Warranty.
7.3 You are responsible for complying with applicable Manufacturer warranty requirements, including requirements relating to installation, approved use, maintenance, base preparation, evidence and inspection. Failure to comply may affect the Manufacturer Warranty.
8. Delivery problems and non-received deliveries
8.1 If an Order has not arrived within a reasonable time, or you believe Goods were lost, damaged, short-delivered or incorrectly delivered, you must promptly notify Tank Shop and provide relevant information so that the matter can be investigated with the Manufacturer, Supplier or Delivery Agent as appropriate.
8.2 For parcel, courier and Manufacturer-arranged deliveries, delivery procedures may apply. You are responsible for responding promptly to reasonable delivery, scheduling or collection notices from Tank Shop, the Manufacturer, Supplier or Delivery Agent. Failure to respond may result in delivery being delayed, rescheduled or otherwise affected, and additional costs may apply where permitted under the Terms & Conditions. You are also responsible for collecting Goods from a depot or collection point where required and securing the Goods after delivery. Where you authorise authority-to-leave or another delivery arrangement, you remain responsible for the Goods in accordance with the Terms & Conditions.
8.3 If parcel Goods are returned because you failed to receive or collect them, Tank Shop may offer redelivery at your cost or may agree to a discretionary cancellation, refund or credit. Any discretionary amount returned may be reduced by applicable original and return freight, Supplier charges and other reasonable costs under the Terms & Conditions, subject to applicable law.
8.4 For water tank deliveries, customer responsibilities concerning access, attendance, site readiness, safe unloading and customer-caused delays or failed delivery are set out in the Terms & Conditions. Additional delivery, storage, redelivery or related costs may apply where permitted by those Terms and applicable law.
9. Refunds, credits and payment adjustments
9.1 Statutory refunds are handled in accordance with applicable law and, unless otherwise agreed or required, may be made using the original payment method.
9.2 Where Tank Shop agrees to a discretionary refund or credit, the amount may be reduced by lawful amounts described in this policy and the Terms & Conditions. Any Bank Transfer Discount or other payment-method discount will be taken into account by reference to the amount actually paid for the affected supply.
9.3 Where an agreed Order variation results in the final Order total being less than the amount already paid, Tank Shop will refund or, where agreed, credit the excess in accordance with the Terms & Conditions.
9.4 Security Deposits are held, applied, forfeited or refunded in accordance with the Terms & Conditions. Nothing in this policy changes the treatment of a Security Deposit stated in the Terms applicable to the Order.
10. Contact and applicable version
10.1 To raise a return, refund, delivery or product issue, you must contact Tank Shop, preferably by replying directly to the email containing your Sales Order Confirmation or Tax Invoice. Alternatively, you may email contact@tankshop.com.au. You must provide your Order number, Invoice number or other information reasonably sufficient to identify the purchase.
10.2 The version of this policy applicable to an Order is determined under section 20 of Tank Shop’s Terms & Conditions. The current Terms & Conditions are available at https://www.tankshop.com.au/terms-and-conditions/.
Last Updated: 9 October 2026