Damage in Transit Policy (Australia – ACL Compliant)
Last Updated: 13/4/2026
- Overview
At AU Prospecting, we take care to ensure that all products are packaged securely and dispatched in good condition. This Damage in Transit Policy outlines your rights and our procedures where goods are damaged during delivery, in accordance with the Australian Consumer Law (ACL).
- Your Rights Under Australian Consumer Law
Under the ACL, goods supplied to consumers come with guarantees that they are of acceptable quality and match their description.
If your item arrives damaged, you may be entitled to a remedy, including:
- Replacement of the product
- Repair of the product
- Refund (where appropriate)
This applies regardless of whether the damage occurred during shipping.
- Reporting Damage
To help us resolve damage-in-transit issues quickly, you must:
- Notify us within 48 hours of delivery (or as soon as reasonably possible)
- Provide clear photographic evidence of:
- The damaged item
- The packaging (including any visible external damage)
- Shipping labels
Reports should be submitted to: please use the below “Damage of goods in Transport” form
- Assessment Process
Once your claim is received, we will:
- Review the information and photographic evidence
- Determine whether the damage occurred during transit
- Advise you of the outcome within a reasonable timeframe
We may request that the item be returned for inspection where necessary.
- Remedies
If we confirm the item was damaged in transit, we will provide a remedy in line with the ACL, which may include:
- Sending a replacement at no additional cost
- Offering a repair (where applicable)
- Providing a refund (including original shipping costs where required by law)
We will also cover reasonable return shipping costs where applicable.
- Carrier Responsibility
While we work with reputable carriers, delivery services are performed by third parties. However, this does not affect your rights under the ACL.
We will liaise with the carrier on your behalf where necessary.
- Packaging and Delivery Conditions
Customers are encouraged to:
- Inspect packages upon delivery where possible
- Note any visible damage with the delivery driver before accepting the item
- Retain all original packaging until the issue is resolved
- Exclusions
This policy does not apply where:
- Damage is caused after delivery due to misuse, mishandling, or improper storage
- The damage was clearly disclosed prior to purchase (e.g. seconds or clearance items)
- Failure to Report
Failure to report damage within the recommended timeframe may impact our ability to investigate with the carrier. However, we will still assess claims in accordance with your rights under the ACL.
- Contact Us
For all damage-in-transit claims, please contact:
AU Prospecting
Email: info@auprospecting.com.au
Phone: 0414181933
Important Notice:
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.
