FREE DELIVERY ON ORDERS OVER $50WE SUPPORT PEOPLE WITH DISABILITIESREGISTERED NDIS SERVICE PROVIDERAUSTRALIA-WIDE DELIVERY

banner

Our Terms & Conditions

Ways to order

There are several simple and easy ways to place an order with Independence Australia. You can see more information about these here. 

Delivery

We understand your time is important, which is why we use our nationwide network to ensure your order is delivered to your door as soon as possible.

How long will it take for my order to arrive?

Independence Australia can deliver products to your door step Australia wide. Once you have placed your order it will be dispatched within 24 hours if the product is in stock*.
From the date of your order, you can expect the following estimated delivery times for products that are in stock:

For metro locations, approximately 1-2 working days; and

For regional locations, approximately 2-5 working days

If you haven't received your order within the above timeframe, it may be on back order (ie. out of stock). For approximate delivery timeframes for products on back order, please contact our Customer Service team on 1300 788 855 or via email customerservice@iagroup.org.au.

* If an order is placed on a weekend, it will be processed the next business day.

Do you have set delivery times?

No, as delivery companies are third party contractors, we generally have no control on delivery times. These companies will service your area up to 4 times per day.

What will happen if I am not home when my order arrives?

Normally the delivery agent will leave a card advising that they attempted delivery and instructions on how you can receive your package.

If you think you may not be home, you can also advise Independence Australia on where you would like the goods to be delivered e.g. "Please leave on verandah if no one is home". This message will be passed onto the delivery agent. Any other special delivery instructions should be provided when placing your order.

What does Independence Australia charge for delivery?

Online orders

Spend over $50 and get FREE delivery. Orders below $50 will incur a $7.95 inc GST. 

Phone, fax or email orders

Spend over $99 and get FREE delivery. All orders $99 and under will be charged $8.95 (flat rate) for delivery anywhere in Australia – metro and regional.  

Can I get same day (urgent) delivery?

Yes, if you live within the courier boundaries of a Metropolitan area. We can deliver to other areas via overnight express. Urgent orders will be priced on application. Goods required in an emergency will be delivered via express courier at your expense. Express Courier quotes can be obtained from the Customer Service team by phoning 1300 788 855.

Do you accept international orders?

We regret we can only supply cutomers within Australia? 

How do I organise a customised order?

When you place an online order please leave your instructions in the "Special Delivery Instructions" text box during the checkout process. Or for discrete packaging please check the tick box during checkout.

When you place an order via the Customer Service team you can ask for the following:


• Discrete packaging
• Delivery and invoicing to separate addresses

Can you send the products and invoice to separate addresses?

Yes. Independence Australia specialises in billing and delivering to different addresses. When you place an online order you can specify your requirements in your delivery and billing details.  A delivery docket will be shipped with your order, but an invoice can be sent to anywhere you specify.

Can I check where my order is?

Yes you can check the progress of your online order at anytime by logging into your account. Simply input your email address and password to access your account.

For all other orders, contact our Customer Service team on 1300 788 855 or email customerservice@iagroup.org.au. Please provide your customer number and order details to assist us with your query.

Returns

Faulty products

If the product you purchased is faulty or damaged, please call our Customer Service team on 1300 788 855 to report the problem. We will arrange for the product to be picked up from you (at no charge) or we advise you to dispose of the product. If we are picking up the product, we will give you a Goods Return Authority (GRA) number which you must display on the external return packaging.

You can choose to have the product replaced, a refund of the purchase price, or a credit on your customer account for future use. Refunds will be processed using the same payment method that was used for the original purchase.

You will need to provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase.

Change-of-mind policy

In light of the significant recent uplift in demand, we have suspended our change-of-mind refund policy to discourage over-purchasing and this will apply to all products  purchased from us after 27 March 2020. This policy is in place until further notice and does not apply to return of goods that are defective or sent in error as per our standard returns policy.

The rights and remedies given to you under this Return Policy are in addition to your rights and remedies under the Australian Consumer Law and nothing in this Returns Policy excludes, restricts or limits those rights.

Promotional Offers Terms and Conditions

Cost Savers Terms and Conditions

Cost Savers Terms and Conditions Advertising discounts are available to customers not eligible for special pricing that are residents of Australia only and excludes retailers, resellers and wholesalers. Some advertising discounts are not available via the Independence Australia online store. Independence Australia reserves the right to change, amend, limit sale quantities or end the promotion at any time without notice. Promotional expiry dates may vary and may extend beyond advertised date without notice and at the sole discretion of Independence Australia. Prices include GST where applicable. Prices are subject to change. Bonus offers are subject to product availability. Full terms and conditions of sale for all products for individual offers are available from store.independenceaustralia.com.

Please visit our Cost Savers Terms and Conditions page for more information.