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Customer Service and Terms of Trade

Business Hours

9.30am to 5.00pm Monday to Friday

Ordering

Orders may be placed by phone, fax, e-mail, via the website or by mail. If calling outside of our business hours you may either leave your name and number on our answering machine and we will call you back when the office re-opens or you may leave your order on our answering service. To place an order by phone, please call +61 2 9698 5555 or you can send your order by fax +61 2 9698 5777. Both are available 24 hours a day. You can also e-mail us on TCM@heliosupply.com.au. We aim to dispatch all orders the same day if received by 3.00pm.

Delivery

Within Australia

First time customers receive free shipping. There are other times when customers are entitled to free delivery, such as back orders, ordering at special events and when any single order is over a $300 (ex. GST) dollar value. Otherwise delivery charges are a flat fee calculated on weight. Indicative freight costs are as follows:

All prices are inclusive of GST
Australia Post
250g = $7.70
500g = $8.25
500g + = $11.00

Express Post
500g bag = $11.00
3 kg normal bay = $13.20
3kg large bag = $15.40

Outside Australia

The freight charge will be based on the weight or cubic size of the parcel and the method chosen. Please contact us for further information.

Returns

We are happy to accept returns within 7 days of receipt provided the goods have not been used and are in the original packaging (unopened). Please ensure you contact us before returning the goods to us.

Payment

Payment may be made by cash, cheque, credit card or direct deposit into our bank account. Our bank account details are printed on our invoice that you will receive with your order. If paying by bank deposit, please put your account number and/or name as a reference for the payment. We accept Visa, MasterCard and American Express.

Payment Terms

For new customers, payment is required with your first order. Once an account is opened, payment is due 14 days from the date of the invoice.

Pricing

We endeavour to have all our pricing up to date however they may change. Please note all prices are in Australian dollars. For sales within Australia goods and services tax (GST) has to be charged. For sales outside Australia, no GST is charged.