Shipping & Returns
Effective 16 September 2026
Damage on Delivery (Important)
To help us lodge carrier claims quickly, please follow these steps
before signing the delivery receipt:
- Inspect cartons and count all boxes. Ensure the total matches the
delivery note.
- If you see damage to any carton(s), write a clear note on the
driver's device/receipt (e.g., "Carton damaged").
- If boxes are missing, note "Received X of Y boxes – missing Z" on the
receipt.
- "Subject to inspection" is not accepted by carriers.
If damage or missing boxes are not noted at delivery, the carrier will
usually deny our claim against them. That does not take away your rights. It
means we carry the freight loss instead of the carrier, which can slow a
replacement down.
Nothing on this page limits your rights under the Australian Consumer Law
(ACL).
Telling us within 48 hours lets us claim against the
carrier, which is how we get a replacement to you fastest. A later report does
not cost you anything you are entitled to. Please email
sales@volkalighting.com.au
with:
- Order number, delivery date
- Photos of outer packaging, labels, and the damaged item(s)
Shipping
Shipping options and costs are shown at checkout; estimates depend on
item availability and the service selected.
- What the delivery price covers: the delivery figure
shown at checkout is a single charge covering carriage, packaging and
handling. It is not a pass-through of the carrier's rate, and it is not
itemised separately on your order or invoice. Click and collect from our
Hoppers Crossing workshop is free.
- Address accuracy: We are not responsible for
unconfirmed/incorrect/incomplete addresses supplied by the buyer. If
a parcel returns to us for this reason, re-shipping charges will apply.
- Large and oversize orders: Aluminium channel over
2 metres, and any order of more than 20 channels, ships as freight
rather than as a parcel. Freight is quoted by hand so it is right, so
those orders are not costed automatically at checkout. Place the order
for collection, or call 1300 610 125 or email
sales@volkalighting.com.au
and we will quote the delivery for you, usually the same business
day.
- International: we ship within Australia only through the
website. If you are overseas, email
sales@volkalighting.com.au
with the items and the destination and we will quote the freight and any
duties separately.
- Risk passes on delivery/collection; title passes on full payment.
Returns Policy
All goods are inspected prior to dispatch. If an item arrives damaged or
faulty, we will arrange a replacement or, if not possible, a refund
(subject to ACL).
What we need from you: proof of purchase, and your order
number with the goods. That is the only requirement.
What helps: the original packaging if you still have it, and
the goods wiped down. Neither is a condition of a claim. They just make the
assessment faster and protect the goods in transit.
Timing: please tell us as soon as you notice a problem, and
aim to get an approved return back to us within 30 days of our
shipping date so we can turn it around quickly. The 30 days is our handling
target, not a cut-off on your rights: consumer guarantees under the Australian
Consumer Law last as long as is reasonable for the product, have no fixed
deadline, and a fault reported later is still assessed.
What's not covered
- General wear and tear, misuse, abuse, intentional or installation damage
- Change of mind (see below)
Assessment
- Returns are assessed by our Warranty/Returns team.
- If approved, replacement/repair will be arranged and dispatched.
- If not approved, we will contact you with options (return at your cost
or paid repair, if available).
Refund timing: Allow up to 4 weeks total (transit
5–10 business days, processing 3–5 days, bank 5–10 days). Most refunds are
faster.
Change of Mind
Please choose carefully. We do not offer refunds for change of mind or
wrong decision.
(This does not affect your ACL rights for faulty goods.)
How to Start a Return
Email
sales@volkalighting.com.au
with your order number, photos, and a brief description.