Shop Policy
VALK always seeks to sell the greatest value machinery on the market. These items should be of an acceptable quality, fit for purpose, and matching their description. On the odd occasion when things don’t go to plan, you can be rest assured that our Customer Support team is here to help! Check out our warranty section for all terms and conditions. As an online provider, we encourage you to retain all packaging as this will assist you in the rare case the item needs to be returned for servicing or replacement. With such a large product range, please be aware that there will occasionally be a case where an item is out of stock or there will be a delay when shipping your order. In line with the Australian Consumer Law, we will work with you to resolve any issue to the satisfaction of both parties.
Click here for the fine print.
Delivery
We offer free shipping sitewide. Ensure your address is correct during checkout. To aid in speed of delivery, our system cannot accept order cancellations following payment. Allow 5-10 business days for delivery. Your item will be sent via courier or Australia Post depending on its size and weight. Refer to the individual product page to check the delivery method.
Please be aware that PO Boxes cannot receive items above 25kg or longer than one metre.
Buyers have the full responsibility to provide us with the correct delivery address and mobile phone number on the checkout page before payment. Any changes to address after checkout will not be considered as valid.
Free Shipping
We offer Free Shipping sitewide. Shipping Costs may
apply to delivery areas outside of our Free Shipping postcode zones.
Aus Post Deliveries (check product page)
Where goods are sent through Australia Post, the buyer may receive a knock on the door or a card in their letterbox indicating their item is available for pickup from their local post office. A signature is required for collection.
A re-delivery fee will be charged to buyers for items that are returned due to incorrect delivery address or failure to collect from the Post Office.
Courier Deliveries (check product page)
Once your item reaches the nearest depot, the Courier provider will contact the nominated receiver via email to provide delivery updates. Items will only be delivered during normal business hours (9am-5pm) on weekdays. Delivery is not available on weekends, public holidays or after business hours.
Courier may require your assistance unloading from the vehicle. Our couriers
deliver to the property entrance only.
A re-delivery fee will be charged
to buyers for items that are undeliverable and/or returned due to incorrect
delivery address or unsuccessful delivery.
We cannot guarantee door to
door delivery for every customer. Buyers in remote areas such as farms,
islands, mining camps, small towns, or out-of-towners, etc may need to collect
from their nearest freight depot.
Orders & Payment
The simplest way to facilitate payment is via Mastercard, Visa via the Checkout process.
Our stock levels can change at any time. An order is only complete once payment has cleared. To prevent missing out, it’s best to pay as soon as possible.
Due to our warehousing process, once payment has been received, we are unable to cancel orders. Our 30 Days returns process will need to be followed in these instances.
Privacy
VALK is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
VALK may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. click here to view our privacy policy
The VALK Business Model:
To allow us to offer you lower prices on comparable products, or more features on comparably priced products sold by other retailers, we use the following model to provide our services.
We advertise products and promotions using the Internet, email and SMS. The sale of those products is handled on the Internet, with sales recorded under an individual account for each buyer allowing our team to identify & offer support to the buyer. Payment is arranged online before being evaluated by a fraud prevention service, before the products are dispatched or picked up from a warehousing location. We handle all customer service throughout this process online or over a recorded phone system. Subsequent marketing contact to alert you of additional products or promotions you may be interested in is carried out. The subsequent marketing contact, and the other points in our business model, reduce our average costs in selling each product. This in-turn allows you to purchase your initial, and/or subsequent products at a lower price than would otherwise be offered by us to you.
We handle a minor proportion of our activities outside this model on a case by case basis, however the only services we offer you are in line with our business model outlined above, with the exception of your right to opt-out from future marketing contact by us.
By using our services, websites or web pages, and/or by choosing to purchase goods supplied by us, you:
- Agree to our privacy policy.
- Agree your purchase of Goods will be subject to certain laws including, without limitation, the Australian Consumer Law.
- Agree to our terms and conditions.
- Agree to our business model.
- Agree to our warranty/returns policies & processes.
- Acknowledge we reserve our right to amend, remove or vary our terms, conditions and policies from time to time without notice. You should back regularly to take notice of any changes that may occur.
- Agree that our terms, conditions and policies do not restrict your rights under the Australian Consumer Law in any way.
Warranty
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.
In addition to your statutory rights, VALK offers a 12 month warranty on all products used for private household use from the date of purchase (unless noted otherwise). The use of products for commercial purposes qualifies the purchaser to a 3 month warranty period. VALK warranty as outlined above and below does not limit or restrict your statutory rights under Australian Consumer Law.
The VALK warranty does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions. The VALK warranty is considered void if the item has been modified, altered or tampered with by a person (or persons) not authorised by VALK to provide service (not including standard periodic maintenance).
Parts purchases, consumable components, and accessories [such as chains, carry bags, batteries, cushions, wheels, etc.] are not covered by VALK ‘s standard warranty once used. Should your part or consumable component arrive with a manufacturer’s fault please contact us to discuss a resolution prior to using the item.
Until the nature of any fault is determined, the resolution VALK can offer may vary. Where necessary, the item may need to be returned to determine fault/issue. If the products are unusable upon receiving or there is a major fault, the customer may choose between a full product refund via the original payment method or a replacement product. There may be some situations that result in a reduced refund. In the case of a minor failure, the Deals World warranty may cover fitment of replacement parts or offer replacement parts to the customer. Other alternatives may be offered to the satisfaction of both parties.
Should you wish to claim a warranty on your item, please follow the process outlined in the Returns section.
Warranties do not apply where items are resold/rented for the purpose of profit.
Returns
VALK returns policy does not limit or restrict your statutory rights under Australian Consumer Law. You are entitled to return an item if you believe that there is a problem. You are generally responsible for returning the item if it can be posted or easily returned i.e dropped off. For items collected from our warehouse, it is generally the buyer’s responsibility to return the item for a warranty claim (exceptions apply).
Returns are accepted in line with our warranty conditions.
Faulty Items
Should you wish to return a faulty item, please email support@valk.com.au with your order number. Photos and/or videos of the item may also be requested to assist in the return process. All other relevant information will be sent to you at this time. Prior to returning any item, our Customer Service Department must first issue you a Return Authorisation (RMA) number. Please do not return or post items before obtaining instructions from us. If you do, there is a risk that your returned item may not be identifiable and accepted.
When a return is authorised, it is the buyer’s responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to do so may affect the ultimate resolution to be offered.
If the item is required to be returned, the outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).
While many spare parts are stocked in Australia, we may need to order certain parts from the supplier on your behalf. Whilst most ordered parts arrive within 15 days, a small number of difficult to order parts may require up to 8 weeks to arrive.
Change of Mind
You will receive a store credit for returned items in cases where you have changed your mind. This also applies to orders cancelled when the item has already been dispatched from our warehouse. We accept Change of Mind returns for 30 days after you have received the item. The item must be in a re-saleable condition to qualify for a Change of Mind store credit. Store credit is valid for 12 months. Handling / Cancellation fees will apply at 20% of the purchase price. The refund amount will not include original freight costs (where freight costs were listed separately).