Westan Freight & Delivery Policy

*The following updates are applicable to customers in Australia only. Effective 1 July 2026.

Westan is committed to providing a reliable, efficient, and customer-focused delivery experience. This policy outlines freight charges, delivery conditions, and related terms for all product orders.

1. General Delivery Terms

Business Hours: Deliveries occur during standard business hours, Monday to Friday.

Access: Standard delivery is to ground floor physical addresses only; PO Boxes and Parcel Lockers are not accepted.

Metro Definition: Includes a 50km radius from Melbourne, Sydney, Canberra, Brisbane, Adelaide or Perth.

Requirements: A contact person must be onsite to accept delivery. Once accepted, responsibility for the goods lies with the customer.

2. Freight Categories

3. Special Logistics & Surcharges

Same-Day / Direct Delivery: Available for orders submitted by 11:00 AM (Melbourne time) within Melbourne and Sydney metro areas. Quote must be approved prior to dispatch to be eligible for this service.

Oversized Goods: Bulky items (pallets/oversized cartons) or non-standard access (e.g., multi-story) are quoted individually and may incur surcharges.

Tailgate Surcharge: A flat fee of $50 ex GST may apply if a tailgate is required.

After-Hours/Site-to-Site: Deliveries outside business hours or specific site-to-site requests are quoted individually and may incur surcharges.

Samsung Shipping Restrictions: Please note that Samsung 65" TV's and larger single panels are not available for interstate or regional shipping. Customers are welcome to arrange their own collection from a Westan warehouse or organise their own courier for delivery.

4. Shipping & Redirection

Dispatch: Orders placed before 12:00 PM (Melbourne time) are typically dispatched same day. Orders after 12:00 PM or on weekends are dispatched the next business day.

Tracking: Customers will receive an email with a delivery consignment number once processed.

Redirection/Redelivery: Customers are responsible for providing accurate details. Errors not caused by Westan will result in redelivery fees passed on to the customer.

Drop Shipping: Offered case-by-case for commercial product orders and may incur extra fees. This service is strictly not available for Sonos, Epson Home Theatre, Klipsch, Onkyo, Focal or Naim.

5. Inventory & Holding

Stock Holding: Westan may hold stock for up to three (3) Business Days without an official Purchase Order (PO). After this, stock is automatically released and may be committed to other orders.

Back Orders: For requirements outside standard holding policies, please contact Westan to discuss options.

6. Freight Damage & Restocking

7. Force Majeure

Force Majure Events: Westan will not be liable for delays or failures in delivery caused by circumstances beyond our reasonable control, including natural disasters, extreme weather, floods, fires, pandemics, strikes or industrial action, carrier disruptions or other events that could not reasonably have been anticipated or prevented.

FNotification:Where a force majeure event occurs, Westan will notify affected customers as soon as practicable and work to resume normal operations as quickly as possible. Estimated delivery timeframes may be extended during these periods without penalty.

Cancellation:Force majeure does not affect a customer's right to cancel unshipped stock orders.

Last updated: 6 September 2024

Westan wants you to be completely satisfied with your purchase, including the freight solutions we employ to transport goods to our partners. We encourage you to read this Policy prior to making a purchase from Westan, and to seek clarification from a member of our Sales Team if required.

We also strongly recommend that you inspect all goods received immediately upon delivery or collection, to ensure that you are completely satisfied with the goods, including that the goods are of acceptable quality and match the description we have provided to you.

Application of this policy

This policy applies to all Westan customers.

Shipping and Delivery

• The information below is provided only as a guide for customers to understand our delivery services and not a guarantee or service level agreement of any kind.

• Orders placed before 12pm Monday to Friday, can usually be dispatched the same day provided the goods are in stock and payment (if required) has been cleared.

• Orders placed after this time or on weekends will be dispatched on the next business day, provided the goods are in stock and payment (if required) has been cleared.

• We are not able to guarantee an exact courier delivery time. Couriers have different delivery routes which changes daily. If your order is urgent, please notify us as it may be possible to organise a direct or overnight courier. There may be extra charges incurred for same day or overnight delivery.

• An email will be sent to notify you or your designated email contact when your order has been processed by us. We will also update your order history with a courier’s consignment number when it is available to us. You can use the consignment number to contact the courier directly for any inquiry, should you feel the delivery has taken longer than it should. Some couriers will not be able to track the consignment without firstly filling in a proof of delivery request. In these instances, we will have to do this on your behalf.

• You must ensure that there is a person able to accept receipt at the site or address provided for delivery.

• You must contact us if you want to redirect your delivery – extra charges may apply if a redirection is required.

• We will only accept physical addresses. We will not ship to a PO Box or Parcel Locker.

• When entering delivery information for your order, please ensure you reference the name of the company or building, as well as the recipient’s name. When goods are delivered to a reception area and not signed personally by the purchaser, we cannot guarantee the security of your goods. It is the customer’s responsibility to ensure that the delivery address is secure.

• We use a number of courier companies depending on the delivery location of the goods, the required timing of the delivery and the products sent.

Freight Charge Policy

Due to the nature of our products, Westan has a blended approach for our freight charging policies as detailed below.

Free-in-store (FIS) metro:

FIS metro is defined by locations within a 30km-radius of Melbourne, Sydney, Brisbane, Perth, and Adelaide only. All other locations are deemed to be regional and require a quote for freight. Westan can accommodate pick-up arrangements, if preferred. Pick-up can be arranged from our warehouses located in Melbourne, Sydney, Brisbane, Perth, and Auckland.

The terms above refer to ground floor deliveries only with no specific time windows or other considerations. Deliveries above or below ground floor, with specific delivery time brackets or with specific access issues may incur extra freight cost.

We endeavour to achieve the best freight pricing outcome possible given the brand and its unique shipping needs. If you have specific needs, please call our team and we will work to achieve the best result given time, cost, and sensitivity considerations.

Air Freight

Due to rapidly escalating freight-costs Westan is unable to offer firm air-freight prices until one week prior to shipping. All quotations provided outside the one-week flight window is indicative and subject to change. We apologise for the inconvenience.

Drop-Shipments

Westan can arrange drop-shipments to commercial end-client sites on a case-by-case basis. Please note: freight and service charges may apply, and costs incurred for undelivered consignments will be passed on. We do not drop ship for the Sonos or the Epson Home Theatre range.

Special Delivery Services

Westan requires additional time to organise any special delivery requests. Special delivery requests are likely to extend the delivery timeframe and incur extra charges.

Examples of Special Delivery Services include, but are not limited to specific delivery timeslots; manual handling (e.g. two-man lift at delivery sites); and tailgate services (i.e. no forklift at delivery site)

Back Order, Holding Order and Quotation Policies

In some commercial circumstances where fluid project-delivery schedules are required, Westan will hold stock and orders at no additional charges for a limited period of time. Such services are subject to availability at our various warehouse locations.

If you have requirements outside of our holding and quotation policies, please get in touch and we will endeavour to accommodate your needs.

Freight Damages

Freight damages matrix:

• Concealed damage: Westan is liable and will provide a full refund for goods damaged in transit where:

• The damage is concealed or otherwise not noticeable to the recipient from the condition of the packaging; and
• A claim is made within 10 business days of receipt of the goods.

• Signed as damaged: Westan is liable and will provide a full refund if:

• There is obvious transit damage; and
• You report the damage within 10 business days; and
• You sign for the goods “Subject to inspection” or “accepted with carton damage” on the receiving end.

• Not signed as damaged, with obvious damage, inside reporting period: Westan will provide a 90% refund if:

• There is obvious transit damage; and
• You report the damage within 10 business days; and
• You do not sign for the goods “Subject to inspection” or “accepted with carton damage” on the receiving end.

• Not signed as damaged, with obvious carton damage, outside reporting period: Westan will provide an 80% refund if:

• There is obvious transit damage; and
• You do not report the damage within 10 business days of receipt; and
• You sign for the goods “Subject to inspection” or “accepted with carton damage” on the receiving end.

• Not signed as damaged, with obvious damage, outside reporting period: Westan will provide a 50% refund if:

• There is obvious transit damage; and
• You do not report the damage within 10 business days of receipt; and
• You do not sign for the goods “Subject to inspection” or “accepted with carton damage” on the receiving end.

• Units returned without a box will receive an additional 20% reduction in the refund price, calculated from the original purchase price.

• Units returned without accessories will receive an additional 10% reduction in the refund price, calculated from the original purchase price.