Shipping Policy

Crystalwhite Cleaning Supplies offers free standard shipping on eligible orders that meet the following thresholds:

Delivery area	Free shipping on orders
Melbourne Metro	Over $180
Adelaide Metro	Over $350
Sydney Metro	Over $350
Brisbane Metro	Over $450
Other eligible metro and country areas	Over $800

Free shipping excludes Western Australia, Tasmania and the Northern Territory. Shipping charges for these destinations are calculated according to the delivery address and the size and weight of your order.

Free Shipping Conditions and Additional Charges

Free shipping is subject to delivery postcode and product eligibility. Additional freight charges may apply to:

• Oversized, bulky or heavy items.
• Remote or difficult-to-access destinations.
• Deliveries requiring specialised freight services.

If additional charges apply, we will contact you for approval before dispatch. If you do not wish to proceed with the additional freight charge, you may cancel the affected items for a full refund before dispatch.

Orders below the applicable free shipping threshold attract standard shipping charges.

Dangerous Goods with Express Shipping

Restricted dangerous goods are not eligible for Express Post or air transport. Selecting express shipping at checkout does not override these restrictions.

If your order contains a restricted item, we will contact you to confirm an available delivery method and any adjustment to shipping charges.

Order Processing and Delivery

We aim to process and dispatch in-stock orders within 1–2 business days, excluding weekends and public holidays.

Delivery times vary according to your location, product availability and the carrier. Dispatch and delivery estimates are not guaranteed. If we become aware of a delay affecting your order, we will contact you with an update.

Shipping Enquiries

Email: news@crystalwhite.com.au
Phone: 1300 127 184

Returns Policy

At Crystalwhite Cleaning Supplies, we want you to be satisfied with your purchase. Please review the conditions below before arranging a return.

The change-of-mind conditions below, including return deadlines, restocking fees and packaging requirements, do not limit these rights.

Change-of-Mind Returns

For change-of-mind returns:

• Contact us within 7 days of receiving your order to request return approval.
• Products must be unused, complete and in their original packaging, with packaging in resaleable condition.
• A 20% restocking fee applies to the purchase price of the returned products.
• You are responsible for arranging and paying for return shipping.
• Original delivery charges are not refundable.

Please contact us before sending your return so we can provide the return address and instructions. Include your order number or other proof of purchase.

We recommend using a trackable service and securely packaging your return. If a change-of-mind return is lost or damaged in transit, this may affect our ability to provide a refund.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible, preferably within 24 hours of delivery, with your order number and photographs where practical.

We may need to assess the product before confirming the appropriate remedy. Where a product is confirmed faulty or we have supplied an incorrect item, we will cover reasonable return shipping costs and provide the remedy required by law.

For items that cannot reasonably be posted or transported by you, please contact us to arrange collection where required.

No restocking fee applies to returns for a confirmed fault, an incorrect item supplied by us, or another valid consumer guarantee claim. Original packaging is not required for a consumer guarantee claim.

Items Excluded From Change-of-Mind Returns

For health, safety or hygiene reasons, some products may be excluded from change-of-mind returns. Any applicable exclusions will be stated in the product description or disclosed before purchase.

These exclusions do not affect your rights if a product is faulty, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Warranty Claims and Inspection

If you believe a product is faulty or wish to make a warranty claim, please contact us at news@crystalwhite.com.au or 1300 127 184 before returning it. Please provide proof of purchase, a description of the issue and, where practical, photographs or a video.

Customers are responsible for returning goods to Crystalwhite Cleaning Supplies for inspection where the goods can reasonably be posted or transported. Please package the goods securely and include your order details.

We may inspect the product or refer it to the manufacturer or an authorised service agent to determine the cause of the issue and the appropriate remedy.

If the issue is not covered by warranty or Australian Consumer Law, we will explain the findings and obtain your approval before proceeding with any chargeable repairs or services.

No restocking fee applies to valid warranty or consumer guarantee claims. This process does not limit your rights under Australian Consumer Law, including any applicable right to collection or reimbursement.

Refund Processing

Once we receive and inspect your return, we will notify you of the outcome.

Approved refunds will be issued to your original payment method unless otherwise agreed. Your bank or payment provider may take additional business days to display the refund in your account.

Contact Us

For return approval or assistance:

Email: news@crystalwhite.com.au
Phone: 1300 127 184