Terms and Conditions

Terms and Conditions

In these Terms and Conditions of Sale (“Conditions of Sale“), “we” or “us” means Masters Laundry Solutions Pty Ltd ABN 72 652 577 485 and “you” means the person, organisation or entity that purchased the products or related services from us. Please read through these Conditions of Sale carefully as they form the agreement under which we will supply products and services to you.

Delivery

We are an online store only and as such don’t offer collections, only deliveries.
Products are dispatched from our Brisbane office Mon-Fri, the next day after receiving cleared payment.
We are working with AusPost and a variety of couriers to provide the most efficient delivery service with the most reasonable price and quickest service.
We require a signature upon delivery.
If your product hasn’t been received after the estimated delivery time frame, please contact us and we will investigate with our delivery partner.

Speed Queen Domestic

We sell these products under agency agreements. Prices for these products are set by the distributors and we cannot adjust them.
Delivery for these products will be by the relevant distributor, Monday-Friday only.
Delivery and installation is free to metro areas. For regional areas, a collection point will be offered.
For metro areas, if you would like your old machine removed, it will incur a $30 fee.
We will receive payment from you for the above products on behalf of the distributor and your tax invoice for these products will come directly from them. By ordering these items through Masters Laundry Solutions you consent to us disclosing your name, delivery & contact information to the distributor for delivery of products.

Payment

We accept payment via credit card(surcharge of 1.5%), direct debit, as well as Paypal.
If you are paying via Direct Debit, we will only schedule in your delivery once the funds have cleared

Availability

We do our best to keep in stock most products that are advertised by us. All stock availability as represented on our website is accurate in accordance with our current stock levels with each manufacturer, however, these stock levels are subject to change without notice.
If for any reason, we cannot supply a product you have ordered, we will let you know over the phone or contact you using the details provided by you at the checkout process to amend, cancel or put your order on backorder as agreed with you. If you choose to put your order on backorder, we will contact you to arrange for delivery once the product is available.

Warranties

We generally offer a 1 year warranty on all Speed Queen parts and a 90 day warranty on all Dexter parts, unless stated otherwise.
All parts must be fitted by a qualified person. Should a part be deemed faulty – proof and licenses are to be provided to obtain the parts warranty.
The faulty part also needs to be returned / photos (to be advised depending on the part) at the cost of the buyer. Also all freight/delivery costs is payable by buyer.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Speed Queen Domestic after sales support

Please refer to warranty information received from the distributor.
Should you have any problems or questions regarding your machine, please contact the customer service team using the information on your distributor’s invoice.
If you notice any damage to your goods please notify the delivery team at the time of delivery. We recommend you thoroughly inspect your goods immediately. If you notice any damage to your goods within 24 hours of receiving delivery please notify the distributor on 1300 927 437. Evidence of damage will be required. Please be ready to provide the team with photographs and the product’s serial number.

Returns

You are required to notify us within 7 business days from delivery in the unlikely event that the item arrives damaged or faulty. We require you to provide us with a description and photos of the damaged item for our assessment. You will then be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without approval. We will en devour to assess your claim as soon as possible.
Buyer pays return shipping and the item must be in the original packaging.
Refund generally takes up to 2 working days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days for your bank to process it.

Speed Queen Domestic

Please contact the distributor directly on 1300 927 437 for any returns.
If your machine presents with any faults within 30 days of delivery, please contact the distributor and your machine will be replaced with a new one.
If your machine is not faulty:
- And has not yet been delivered, there may be a cancellation fee of $250 applied before a refund will be processed.
- And has been delivered, but still in a sealed box, pick up is charged and remainder refunded.
- And has been delivered, but the machine is unboxed and installed, a 20% restocking fee is deducted from amount and remainder refunded, as this cannot be resold as new.
- Once machine is back in the distributor’s warehouse and assessed, then the refund is processed according to the above. If there is damage to machine the appropriate repair charges will be deducted.

Change of Mind

We accept a Change of Mind purchase within 7 business days from delivery. Please consider carefully, as a Change of Mind restock fee of 20% may be applied.
A refund, minus the 20% restock fee, will be issued within 2 days after the item has been received back into our office.
Items must be returned in the original packaging and buyer to pay return shipping.