To process a return, please log into the account you used to make the purchase, then click here to email us.
Shipping
Orders placed through our website can be shipped within Australia using our built-in freight estimator. For orders outside Australia, please don’t hesitate to contact us before processing your order, and we will let you know about the process for your country.
Orders are sent using Shippit – freight is calculated at the checkout, and Shippit will provide regular tracking details and communications on your delivery. We invite you to confirm with us if, for any reason, you feel the freight estimate seems incorrect or unusually high. From time to time, especially for large items, freight estimates can vary depending on the carrier’s availability.
Dispatch
We make every effort to keep reasonable stock holdings of most items, enabling us to ship, in most cases, within 3days of receipt of your order. There are, however, any number of reasons that can contribute to an item being unavailable at the time of shipping. If stock levels are insufficient to ship your order promptly, you will be offered part shipments. If an item has become unavailable from a manufacturer, then you will be offered a refund for that item. You should expect an automated email upon order and when your shipment has been dispatched; if you don’t receive order confirmation, please get in touch with us immediately.
Parcel Tracking
Shippit will provide tracking details and regular update on your order.
Delivery Time Frames
Any delivery estimates provided are to be taken as a guide only and cannot be taken to be exact and should not be wholly relied upon. While we endeavour to work with you to meet your time frames, we cannot be responsible for factors that may impact our ability to get a parcel to you as estimated. If your purchase is dependent on receiving your item by a particular day please contact us to discuss.
Unsuccessful Delivery
If the delivery has been unsuccessful for some reason (ie. no-one was present to receive the parcel) you will be left with a calling card. This will contain the tracking/consignment number and a phone number to call to organize collection.
With parcels shipped by Australia Post and Fastway, you may be able to organize re-delivery at no extra charge. All other couriers and freighters will not redeliver and will require you to organise collection of the items from their nearest depot.
To avoid re-delivery charges or the inconvenience of having to collect your order please ensure that you provide a delivery address that has some-one in attendance during business hours. All parcels must be signed for and cannot be left unattended.
Missing Shipments
If you believe that your item has not arrived in a timely manner please contact us. Usually the item has simply been delayed in the delivery process and by notifying us, we can investigate and should be able to provide a better estimate of delivery.
Occasionally our investigations identify that a parcel has become lost in transit. Any claims against lost shipments can only be made once the parcel is officially declared lost by the relevant shipping company, which can take from a few days up to 2 weeks after the investigation is initiated. We understand that this can be a frustrating time and we ask for your patience while we work to address the issue.
Depending on the circumstances, lost shipments may be replaced or refunded.
Returns Policy
Returns can only be accepted when processed via a contact us email sent using the website, and while logged into the account used to make the purchase.
Branded Products
By ordering a branded product, or requesting a branded product be produced, you confirm you have the absolute right to reproduce the brand or trademark, and indemnify General Pizza Pty Ltd, Product and General Group Pty Ltd, or any related party involved in the distribution, or production of the branded items.
IF THE RETURN IS A RESULT OF RECEIVING A FAULTY OR INCORRECT PRODUCT:
Electrical Products: All electrical products are covered by a manufacturer’s warranty. If you have a faulty electrical appliance, please contact the manufacturer’s care line to complete a warranty claim. Returns of electrical products will only be accepted if you have been sent a product that does not match the description given at the time you purchased the item as per your legislated consumer rights.
All Other Products: Complete the returns process through your online account. A staff member from General Pizza will contact you within 24hours to confirm collection of the goods. Where possible, the faulty or incorrect goods will be replaced, usually shipping within 48 hours of receiving the returns. If shipping is delayed, you will be notified in writing of an estimated delivery date. If Replacement is not possible, a refund of full purchase price will be issued. As shipping costs are calculated on complete orders, you will only receive a refund on the shipping if the returned item was the only product being purchased in that consignment.
IF THE RETURN IS FOR ANY OTHER REASON:
You may return most new, unopened items within 7 days of delivery. This excludes “Indent Only” items, which cannot be returned. Goods will only be accepted if returned in original condition with packaging, warranty cards and instruction manuals. If the item has been used in any way it will not be accepted and no credit will be issued. The purchaser will be responsible for return shipping costs. A 20% re-stocking fee applies and will be deducted from the original purchase price of the goods. No refund will be offered on the original shipping charges. Simply complete the returns process through your online account and organise return of the goods to us. Please note that we cannot be responsible for goods lost in transit back to us. You may wish to secure your shipment with registration.
You should expect to receive your refund within 4 weeks of returning your goods, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
