Delivery and Returns | Terms and Conditions

TERMS AND CONDITIONS

While we wish to make purchasing Sinopec products as simple as possible for you, we must point out that you are agreeing to our Terms and Conditions by making a purchase through our online store. It is important that you read and understand these Terms and Conditions before ordering.

Note these terms and conditions do not affect your statutory rights, and that we reserve the right to amend these Terms and Conditions at any stage.

Can I collect my order?

Of course! However, please wait for a confirmation email that your order is ready to collect (usually 1-2 business days). 

Once your order is ready for collection, you will receive the full warehouse address and the Item Fulfillment IF**** reference number. Without a copy of the sales order confirmation or IF number, we cannot release the order. Orders are processed as we receive them. Arriving at the warehouse without confirmation means the order likely has not been picked yet. Order timeframes aren't guaranteed due to circumstances beyond our control and exclude weekends and public holidays.

Enclosed shoes and a high-viz top must be worn when collecting from a warehouse.

Our warehouse will not load a 1000kg IBC if they believe your vehicle cannot carry the weight. Anything over 80kg (4 pails) is strapped to a pallet to be lifted by a forklift (unless you specify otherwise). Ensure your vehicle can carry the weight AND fit a pallet (1.2m x 1.2m x 1.2m).

Warehouse Locations

WA: Kenwick 6107

VIC: Sunshine 3020

NSW: Smithfield NSW 2164

SA: Regency Park 5010

QLD: Yatala 4207

NT: East Arm 0822

Delivery

Delivery is calculated based on your proximity to the CBD of the capital city of your state. Location zones are determined by ILD, not government/council boundaries, for our transit rates. 

You will receive a confirmation email when your order has been sent to the warehouse for processing. Local Metro Orders received by 11 am (AWST) will usually be delivered the next business day. Local Metro Orders received after 11 am (AWST) will usually be delivered the day after the next business day. 

Deliveries are made during business hours to the delivery address on the order, someone must be available to accept the delivery, otherwise, the order will be returned to the transport companies’ depot or an ILD depot, and further attempts may attract delivery fees.

If you enter the wrong address, advise us ASAP by phone 08 6151 6250, during business hours. We will resend the product to the correct address; however, re-delivery fees apply if we aren't notified in time before the delivery is booked. 

If a product is lost or damaged in transit, contact us, as soon as possible so we can resolve the issue.
You cannot cancel your order because delivery is delayed.
We are not responsible for any loss or damage to products after you have received them.

How does  free shipping work at the checkout?

Enter your postcode to calculate the correct shipping rates. Delivery is calculated based on your proximity to the CBD of the capital city of your state.  Location zones are determined by ILD, not government/council boundaries, for our transit rates. 

Please ensure you have selected the correct state. For example, suppose you are purchasing from the WA store and trying to deliver to VIC. In that case, the free option won't appear even if it falls under local metro delivery. This also means stock availability may not be correct if you have selected the incorrect state.

You can change the state from the drop-down menu in the top left corner of the website.

If free metro delivery option does not appear this means your address is not eligible to receive free shipping.

Where do you deliver?

We currently deliver everywhere except for the state of Tasmania (Sorry, Tassie!). We also cannot deliver to a PO Box.

How much is delivery?

Delivery is free to inner metropolitan suburbs. For locations in the outer metro and regional areas, the system will provide delivery pricing once you enter your correct delivery address. You then select your best option for delivery. We reserve the right to change shipping costs at any time if the order details change in any way. 

Does someone need to sign for my order?

Yes. If no one is available to sign for your order and offload from the truck, this will result in a failed delivery. Failed deliveries are returned to the warehouse. We will contact you to either:

  • Collect your order yourself from the warehouse; we will provide you with a reference and pick-up address
  • Have your order re-delivered at an additional cost. 

We suggest for orders over 30kg, you will require a forklift on site, or other appropriate selection for a safe delivery is a pallet jack/tail gate delivery, please note this is a requirement from our transport providers.

P.O. Boxes 

We cannot deliver goods to PO Box addresses as all delivery orders are sent via courier services.

When will I receive my order?

Purchases before 11 am (AWST) to a metropolitan address will usually be processed (sent to the warehouse for picking) the same day and usually delivered the next day. Orders after 11 am (AWST) will usually be processed within 2 working days, and delivery can be expected the day after it's processed (sent to the warehouse for picking). Regional orders usually take 3 to 5 business days to deliver depending on location. Order timeframes aren't guaranteed due to circumstances beyond our control and exclude weekends and public holidays. 

Orders over 30kg

You will need a forklift on site to offload your order. If you don't have a forklift on site, you must include a tailgate delivery with your order. This option will be presented for any orders above the weight limit. If you do not select tailgate delivery and don't have a forklift in this instance, it will be deemed a failed delivery and be returned to the warehouse where you then either:

  • Collect your order yourself from the warehouse. We will provide you with a reference and pick-up address
  • Have your order re-delivered at an additional cost. 

Making a purchase

Making a purchase indicates acceptance of the final payment price displayed and of all ILD’s terms and conditions. A purchase is made by supplying a valid credit or debit card and completing the payment process. By providing a credit card or debit card and billing details, you are warranting that the information provided is true and accurate with appropriate available funds.

All of your personal information and credit card details are subject to the Privacy Act and will not be disclosed by ILD. Credit card numbers cannot be made publicly available by ILD as they are not stored on the website or visible in our system. All information concerning your order is encrypted and can only be viewed by members of the ILD Customer Service Team with authorised access to that information. 

A purchase is not made until payment has been made in full and the order confirmation is provided.

ILD is not obliged to accept an order, and we reserve the right to reject an order at our own discretion for any reason. If an order is rejected, we will provide a full refund for any payment processed by the same method as paid.

We do not accept phone orders for the prices advertised on our website. If stock isn't available in your state, contact us via chat or email us at customer.service@ilddirect.com. We will advise you when stock will next be available. 

Return Policy

We understand that you may wish to return a product if you believe it has not met your expectations.

  • We gladly accept returns on the occasion that our products;
  • Are faulty, damaged, or of unacceptable quality,
  • Are described or labelled incorrectly (always refer to product PDS and MSDS for full specification details and product applications),
  • Are different from the sample shown,
  • Doesn’t do what we said it would do.
  • Customers have 14 days from the date of receiving goods to initiate a return.
  • Original purchase receipts must be provided.

Please choose carefully. We do not offer refunds for change-of-mind purchases.

We can offer a credit to repurchase the correct item for incorrect product selections once the original product is returned to ILD. The customer is responsible for all costs to return items (by registered courier or drop-off at our warehouse). We will refund the cost of the product and shipping, and pay for replacement shipping if the return is because of our error.

Products and packaging must be unopened and undamaged.

Refunds will be issued using the same method as the original payment.

Assessing returns

Due to technical considerations, some products may need to be sent to the manufacturer for assessment to determine whether a replacement or refund is appropriate. Within the scope of Australian Consumer Law, ILD reserves the right to wait for the outcome of such an assessment before deciding if a refund or replacement will be issued. 

Disclaimer of Warranties

To the maximum extent permitted by law (most importantly, the Australian Consumer Law):

  • ILD, its contractors, agents, or employees disclaim liability for any damages whatsoever (including special, indirect or consequential) arising out of or in connection with the use or performance of products whether in contract, at common law or in equity, or on any other basis.

If ILD becomes liable for any breach of any such condition or warranty, ILD's liability shall be limited at its option, to any one or more of the following: 

  • In the case of goods: replacement of the goods or the supply of equivalent goods; repair of the goods; payment of the cost of replacing the goods or acquiring goods; or payment of the cost of having the goods repaired; and
  • In the case of services: to either supply the services again or payment of the cost of having the services supplied again.

ILD disclaims all warranties concerning the information and applications contained on the website and your use of the website.

Stock Availability

There may be unforeseen circumstances in which it is not possible for us to supply a product. If this happens, we will cancel orders for that product. We will refund your money or cancel your payment.  We cannot accept liability for any other loss or damage arising from the cancellation.

ILD will endeavour to supply all items publicised on the website. Similarly, products will be tagged on the website as “Unavailable” as soon as ILD becomes aware that those items are unavailable. However, there may be unavoidable occasions when:

  • All or part of your order cannot be fulfilled immediately, or
  • All or part of your order cannot be fulfilled at all. 

Where part of an order cannot be fulfilled immediately, the part that can be supplied will be dispatched as soon as possible.

Where part of your order cannot be fulfilled, you will be advised as soon as possible by email or telephone.

However, where a product that does not have a specified sales period becomes unavailable due to unexpected or high demand, and that item is ordered by you before ILD has withdrawn that item from the website, ILD will not be held responsible for the inability to complete that order.  In this instance, you will be advised ASAP by email or telephone.

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

TECHNICAL ASSURANCE

ILD SINOPEC Lubricants Guarantee

International Lubricants Distributors Pty Ltd (ILD) guarantees that all SINOPEC branded lubricants marketed by ILD in Australia (Products) conform to ILD’s latest published technical specifications for each Product and comply with ILD’s published product performance claims when sold.

Except in respect of any warranty implied by operation of law (including the Competition and Consumer Act 2010) and the guarantee set forth above, ILD makes no other warranties, commitments or undertakings, whether as to the description of the Products, their quality, merchantability, fitness for a particular purpose, or otherwise.

In all cases, ILD’s liability to you hereunder shall be limited, at ILD’s discretion, to: 

  • Replace or resupply of the defective Products with non-defective Products.
  • Refund of the purchase price paid by you for the defective Products; or
  • The reimbursement to you of the costs of obtaining replacement goods of an equivalent nature and value.

ILD shall not be liable to you or to any other person for any, economic, special, exemplary, punitive, consequential, incidental or indirect losses or damages or loss of production, loss of revenue, loss of profit or anticipated profit, loss of business reputation, business interruptions of any nature, loss of opportunity, loss of anticipated savings or wasted overheads arising from, or related to, any damage to you, your equipment or your facility attributable to the use of the Products.

PRIVACY POLICY 

IP Addresses

Our web servers gather your IP address to assist with the diagnosis of problems or support issues with our services. Again, information is gathered in aggregate only and cannot be traced to an individual user.

Cookies and Applets

We use cookies to provide you with a better experience. These cookies allow us to increase your security by storing your session ID and are a way of monitoring single-user access. This aggregate, non-personal information is collated and provided to us to assist in analysing the usage of the site.

Access to Information

We will endeavour to take all reasonable steps to keep secure any information which we hold about you, and to keep this information accurate and up to date. If, at any time, you discover that information held about you is incorrect, you may contact us to have the information corrected. In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us.

Trade Accounts

Trade accounts will only be considered for accounts with a minimum monthly spend of $5,000. Trade accounts are subject to a satisfactory credit check and at the sole discretion of International Lubricant Distributors. Contact customer.service@ilddirect.com for trade account enquiries.