Shipping & Returns

At GoPixel Solutions Australia, we are committed to providing prompt and secure delivery of your orders. Please review our shipping and returns policies below for important details about our process.

1. Shipping Information

• Australia-Wide Shipping: We ship all across Australia. Once we confirm your shipping address, we aim to provide door-to-door delivery within 14 days of the order being placed, provided that the items are in stock.
• Stock Availability: If an item is not in stock, our team will notify you of the current lead times and provide an estimated delivery date.
• Delivery Requirements: Due to the size of our products, we cannot deliver to P.O. boxes. Additionally, someone must be available at the delivery address to receive and sign for the package.
• Prompt, Secure Delivery: We ensure that all packages are shipped securely to protect your products in transit. Please make sure someone is available to receive the delivery to avoid any delays.

2. Returns Policy

• Eligible Returns: Products must be returned in their original, undamaged packaging and must not have been customised in any way. Only products in new condition with no damage will be accepted for a refund.
• Return Window: Please reach out to our team within 14 days of receiving your product to initiate a return.
• Return Shipping: Customers are responsible for covering the return shipping costs. Returns should be sent back to our warehouse in Perth.
• Assessment Upon Return: Once we receive the returned product, we will assess the screen to ensure it has had no use and is still in brand-new condition, with all original packaging fully intact. Only items that meet these criteria will qualify for a refund.
• Damage During Shipping: If your product arrives damaged, follow the procedure outlined below.

3. Reporting Damages

At GoPixel Solutions Australia, we use a shock impact indicator on all packages to monitor for potential damage during transit. If the shock indicator has turned red, this may indicate that the package has been damaged by the courier.

If damage is suspected:

1. Do not return the parcel immediately. Instead, please:
   • Photograph the shock impact indicator and note your order number.
   • Open the package and inspect the contents thoroughly for any damage.
2. Reporting Damage:
   • Any damage must be reported to our customer service team within 3 days of receiving your package. Email us at info@gopixelsolutions.com.au with photos of the damage and your order details.
   • Retain all packaging materials, including the shipping box and any internal packaging.
   • For freight deliveries, retain the pallet(s) as well.
3. Freight Delivery Instructions:
   • Upon delivery, inspect the exterior of the package. If damage is visible, or if you suspect damage, make a note on the delivery paperwork or POD (Proof of Delivery) form, stating "DAMAGE SUSPECTED, FURTHER INSPECTION REQUIRED".
   • If additional internal damage is found after inspection, a claim will only be accepted if the exterior damage was noted on the paperwork. Failure to do so may result in the carrier denying the claim.

Once you have reported the damage, our team will guide you through the next steps. We will coordinate with the courier to process your damage claim and ensure a replacement or refund is issued, depending on the outcome.