Shipping policy
This policy covers how we deliver, what delivery costs, how long it takes, and what happens if something arrives damaged. Returns, refunds and cancellations are covered in our Returns & Refunds Policy.
Delivery and address requirements
Orders are shipped by registered courier and cannot be delivered to P.O. Boxes. A signature is usually required on delivery. With prior approval, items can be left at a nominated location ("Authority to Leave").
Once an order has been dispatched, the shipping address cannot be changed unless you contact us directly. We will do what we can, but a change after dispatch cannot be guaranteed.
What the courier does and does not do
Standard delivery is to your doorstep. Couriers are not required to bring the item inside, unpack it, or take the packaging away.
If you need more than that, ask us before you order and we will quote it:
- Inside delivery and old fridge removal. A two-person team carries the new fridge inside, takes your old fridge away, and removes the packaging. Available in VIC, NSW and QLD.
- Stairs. If the delivery involves stairs, tell us before you order. Stairs are quoted separately and must be arranged in advance.
Please check that your address suits a large courier delivery: stairs, steep or unsealed driveways, low clearances and tight metro access all affect what a driver can do. If access is difficult and no arrangement has been made in advance, extra costs may apply, or the driver may not be able to complete the delivery.
Remote and hard-to-access locations
Australia is a big country and some destinations cost considerably more to reach. If yours is one of them, we will contact you after your order with a confirmed freight quote before anything ships.
- If the quote suits you, we will send a secure payment link for the difference.
- If it does not, decline it and we will refund your order in full, with no fees deducted.
What shipping costs
Shipping is quoted at checkout for your address. It is never built into the headline price.
We do our best to make the checkout figure accurate. In rare cases, usually regional or remote deliveries, the actual freight cost differs. If that happens we will contact you before dispatch, and you can accept the revised amount or take a full refund.
How long delivery takes
Most metro orders arrive within 4 to 6 business days, and some take up to 8. For rural and remote areas, allow another 4 to 5 business days.
If anything is going to take longer than that, we will tell you before it ships. Tracking details are emailed to you once your order is on its way.
Cover in transit
Every delivery is covered. If your order is damaged or lost in transit, we will replace it or refund you, and we manage the carrier claim ourselves. You are not out of pocket and you do not deal with the courier.
If a replacement also arrives damaged, we will make it right straight away with a full refund including all delivery costs, or another replacement where we can supply one.
Damaged or short-delivered items
Please check your order as soon as it arrives, even if the carton looks fine from the outside, and tell us within 48 hours if anything is damaged or missing.
That 48 hours is the window our carriers give us to lodge a claim with them, not a limit on your rights. Reporting quickly means we can resolve it quickly. If you tell us later than that we will still help, and nothing in this section limits your rights under the Australian Consumer Law.
Faulty items: we arrange the pickup
If a product is faulty, damaged, not what you ordered, or fails within the warranty period, we arrange and pay for collection. You will never need to freight a fridge back to us yourself.
To help the pickup go smoothly, please:
- re-use the packaging the replacement arrived in, easing off the straps rather than cutting them;
- leave the outer tape and carton intact where you can, and do not write on the box;
- empty, dry and clean the unit before collection;
- never lift a fridge by its door or handles, and get a second pair of hands for the larger cartons;
- have the unit somewhere the driver can reach it safely, on a clear and level path.
These are requests that help us, not conditions of your refund or replacement.
Warranty
Every product carries a minimum 2-year Australian warranty. Where a product carries longer cover, it is stated on the product page. Warranty applies in Australia and New Zealand. Replacement parts are supplied at no charge within the warranty period.
Shipping outside Australia
We ship within Australia only. International customers are welcome to arrange their own freight forwarding to an Australian address. Warranty cover applies in Australia and New Zealand.
After your order is delivered
Once an order has been delivered to the address you gave at checkout, including where you asked for it to be left without a signature, KingCave is not responsible for loss or theft at that address. Everything is covered up to the point of delivery.
This does not affect your rights if the goods themselves are faulty or were damaged before they reached you. Those rights are set out below and cannot be excluded.
Returns, refunds and cancellations
All returns, refunds and cancellations are covered in our Returns & Refunds Policy, including our 180-day change-of-mind window.
Your rights under the Australian Consumer Law
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 you choose which;
- compensation for any other reasonably foreseeable loss or damage;
- a repair or replacement if the goods are not of acceptable quality and the failure is not major.
These rights apply regardless of anything in this policy.
If we cannot sort it out
Contact us first at support@kingcave.com.au and we will work it through with you. If you are still not satisfied, you can contact the Australian Competition and Consumer Commission at accc.gov.au, or the consumer affairs or fair trading body in your state or territory.