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Last updated: 19 September 2026.
This Shipping Policy applies to products purchased from GrainMetal Aluminium through our online store or under a written quotation or order confirmation. Because pergolas, fencing and related components can be large, heavy or made to order, delivery availability, handling requirements, lead times and charges are confirmed for each order.
Estimated production, dispatch and delivery timeframes will be shown on the product page, quotation or order confirmation where available. For custom and made-to-order products, production begins only after the required specifications, dimensions, colour, configuration, delivery details and payment have been confirmed.
All dates are estimates unless GrainMetal Aluminium expressly agrees to a guaranteed date in writing. We will contact you if we become aware of a material delay.
Eligible orders are dispatched from our Melbourne warehouse:
Unit 10, 144–150 Canterbury Road, Kilsyth South, Victoria, Australia.
Warehouse collection is by prior appointment only. Please do not attend or arrange a carrier until collection has been confirmed by our team.
Eligibility, distance and the final delivery charge must be confirmed by GrainMetal Aluminium before the order is placed. The A$500 local freight charge does not include special access, crane, forklift, rooftop, stair or other non-standard unloading services unless expressly included in writing.
Delivery outside the local Melbourne area is quoted individually according to the product dimensions, weight, destination, carrier availability, access and unloading requirements. Any quoted freight charge applies only to the destination and delivery conditions disclosed when the quote was prepared.
International delivery may be available by quotation. Unless the written quotation states otherwise, the customer is responsible for destination-country customs clearance, import duties, taxes, permits, storage and local delivery charges. International delivery timeframes may be affected by customs and carrier delays outside our reasonable control.
The customer must provide a complete and accurate delivery address, contact details and information about access restrictions before dispatch. The customer must also ensure that an authorised person is available to receive the goods and that a safe, accessible and dry area is available for unloading and storage.
The required unloading method will be confirmed before dispatch. Additional carrier, waiting, redelivery, storage or return-to-depot charges caused by an incorrect address, unavailable recipient, undisclosed access restriction or refusal of an undamaged delivery may be charged to the customer to the extent permitted by law.
Please inspect the shipment and visible packaging at delivery. Where possible, note visible damage or missing packages on the carrier's delivery record before signing, retain the packaging and take clear photographs.
Please notify GrainMetal Aluminium of visible transport damage, an incorrect item or missing components as soon as possible and preferably within 7 calendar days of delivery. This reporting request helps us investigate the shipment and does not limit any rights or remedies that cannot be excluded under the Australian Consumer Law.
Weather, port congestion, customs, carrier disruption, supply interruption and other events outside our reasonable control may affect production or delivery. We will take reasonable steps to keep you informed and arrange an appropriate solution where required by applicable law.
For delivery quotations, collection arrangements or delivery issues, contact GrainMetal Aluminium and include your order number, delivery postcode or country, product details and relevant photographs:
Last updated: 31 August 2026.
This Refund and Returns Policy is in addition to rights and remedies that cannot be excluded under the Australian Consumer Law or other applicable laws. Nothing in this policy excludes, restricts or modifies those rights.
If goods have a major failure, an Australian consumer may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage. If a failure is not major, GrainMetal Aluminium may choose to repair the goods, replace them or otherwise provide an appropriate remedy within a reasonable time.
Contact GrainMetal Aluminium before sending or delivering any product back. Include your order number, the reason for the request and photographs where the product is damaged, faulty or incorrect. We will review the request and provide return instructions where applicable. Unauthorised returns or warehouse drop-offs may be refused.
A standard, non-custom product may be requested for change-of-mind return within 14 calendar days after delivery, subject to approval and all of the following conditions:
The customer is responsible for approved change-of-mind return freight and for the product until it is received at the authorised return location. Original delivery, special handling, collection and non-recoverable carrier charges are not refundable to the extent permitted by law. Any return collection or restocking charge will be disclosed before the return is approved.
Custom and made-to-order products are not eligible for return, exchange or cancellation for change of mind after the final specification and production order have been confirmed. This includes products made or altered to a customer's dimensions, colour, configuration or project requirements, including custom pergolas, fencing, panels, screens, glass and related accessories.
If you request cancellation before production has started, contact us immediately. Any refundable amount will be assessed case by case after reasonable, documented and non-recoverable design, material, production, payment or freight costs, to the extent permitted by law.
This custom-product exclusion does not apply where the product fails to comply with an applicable consumer guarantee.
Unless required by law, change-of-mind returns are not available for:
Please contact us immediately if you need to cancel or change an order. Once production has started or the order has been dispatched, cancellation may not be possible. Where cancellation or refusal of an undamaged shipment is accepted for change of mind, reasonable non-recoverable production, carrier recall, redelivery, return freight, storage and handling costs may be deducted from the refund to the extent permitted by law. We will explain applicable costs before finalising the cancellation where practicable.
If goods arrive damaged, faulty, incorrect or incomplete, contact us as soon as possible with the order number, a description of the issue, photographs and relevant part numbers. Please keep the goods and packaging available for assessment and do not install a visibly damaged or incorrect component unless we instruct you to do so.
Once the issue is assessed, GrainMetal Aluminium will provide the remedy required by applicable law. If goods are confirmed to have a major failure, the customer may choose a refund or replacement where the Australian Consumer Law applies. For a non-major failure, we may first provide a repair, replacement part or other appropriate remedy within a reasonable time. Reasonable return costs for goods confirmed to breach a consumer guarantee will be reimbursed where required by law.
Approved returns must be packaged and, where required, palletised to prevent damage in transit. For change-of-mind returns, the customer may use an approved carrier or request a return-freight quotation from GrainMetal Aluminium. Damage occurring during a customer-arranged change-of-mind return may reduce the refund to reflect the loss in value.
Returned goods will be inspected after receipt. Approved refunds are normally initiated within 10 business days after the inspection is completed and are made to the original payment method where possible. The financial institution may require additional time to make the funds available.
For approved change-of-mind returns, deductions may be made for disclosed non-refundable freight or handling costs and for damage or missing components that reduce the product's value. These deductions do not apply where prohibited by law or where the reduction in value results from a defect covered by consumer guarantees.
We do not process direct exchanges for large-format products. Where a standard product is eligible for change-of-mind return, the original item must be returned and a new order placed for the replacement product. This does not affect remedies available for faulty, damaged or incorrect goods.
To request a return, cancellation or remedy, contact GrainMetal Aluminium:
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