Return & Refunds Policy

30-Day Return Window

Eligible voluntary returns may be requested within 30 calendar days from the date the product is delivered to the customer.

To request a return, contact Metro Containers before the 30-day period expires and provide your order details.

The 30-day period applies to our voluntary return policy and does not impose a 30-day limit on rights arising from a faulty product, incorrect supply or another applicable consumer guarantee.

Change-of-Mind Returns

Metro Containers accepts eligible change-of-mind return requests made within the 30-day return period.

Because shipping containers are large industrial products, the container must remain substantially in the condition in which it was supplied, allowing for the condition already disclosed in the original product listing.

A voluntary return may not be accepted where, after delivery, the customer has materially altered or damaged the container.

Eligibility for a Voluntary Return

For an eligible change-of-mind return, the product should:

• Be requested for return within 30 days of delivery
• Be identifiable as the product supplied under the relevant order
• Remain substantially in its delivered condition
• Not have been materially damaged by the customer
• Not have been structurally altered after delivery
• Not have undergone customer-requested modification after delivery
• Be reasonably accessible for agreed return transport

Custom or Modified Containers

Containers specially manufactured, modified, cut, fitted out, painted or otherwise customised specifically to a customer's instructions may not qualify for a voluntary change-of-mind return where the customised nature of the product was clearly disclosed before purchase.

This exclusion applies only to voluntary change-of-mind returns.

It does not remove any right or remedy that may apply if the customised product is faulty, materially different from what was agreed, or otherwise fails to comply with an applicable consumer guarantee.

How to Request a Return

Before arranging transportation of a container, contact Metro Containers at:

sales@metrocontainers.com.au

Please provide:

• Your full name
• Order number or other proof of purchase
• The product being returned
• The reason for the return
• Relevant photographs where they assist us in understanding the request
• Your current collection or product location

Please do not independently dispatch a shipping container to an address without first coordinating the return with Metro Containers.

Return Method

Due to the size and weight of shipping containers, returns are normally handled through an agreed freight or collection arrangement rather than ordinary postal services.

Once a return request has been reviewed, Metro Containers will communicate the applicable return or collection procedure.

The container should remain reasonably accessible for the agreed transport method.

Change-of-Mind Return Costs

For an approved voluntary change-of-mind return, the customer is responsible for the applicable return transportation cost.

Because container transport costs vary according to distance, location, access and transport requirements, the applicable return transport arrangement and cost will be communicated and agreed before the return is carried out.

Metro Containers does not charge a separate restocking fee under this published voluntary return policy.

Original Delivery Charges

For a voluntary change-of-mind return, the original outbound shipping or delivery charge is generally not refundable unless Metro Containers agrees otherwise or applicable law requires a different outcome.

This does not limit a customer's entitlement to recover appropriate costs where goods fail to comply with an applicable consumer guarantee.

Faulty, Incorrect or Misdescribed Products

If you believe the container delivered is faulty, materially different from its description, the wrong product, or otherwise fails to comply with an applicable consumer guarantee, contact Metro Containers as soon as reasonably practicable.

Provide your order number and sufficient information for us to understand and assess the concern.

Conditions applicable only to voluntary change-of-mind returns will not be used to remove rights arising under Australian Consumer Law.

Major Problems

Where a product has a major problem for the purposes of Australian Consumer Law, an eligible consumer may generally choose between a refund and replacement.

A major problem may include circumstances where a product is unsafe, substantially different from its description, or has a serious issue that would have prevented a reasonable consumer from purchasing it had they known about the problem.

Any applicable statutory remedy will be handled in accordance with Australian Consumer Law.

Minor Problems

Where an issue is a minor problem that can be remedied within a reasonable time, Metro Containers may be entitled under Australian Consumer Law to provide an appropriate repair or other lawful remedy before a refund is required.

The appropriate remedy will depend on the nature and circumstances of the problem.

Return Costs for Faulty Goods

Shipping containers are large and heavy products. Where a container is confirmed to have a problem that gives rise to a return remedy under Australian Consumer Law, Metro Containers will handle reasonable collection or return transport responsibilities as required by law.

Where a customer has reasonably incurred return costs for a confirmed product problem and Australian Consumer Law requires reimbursement, those reasonable costs will be addressed accordingly.

Assessment of Returns

Metro Containers may reasonably assess a returned product or the information provided about an alleged problem before determining the appropriate remedy.

Assessment is intended to establish matters such as:

• The product supplied
• The condition originally represented
• The nature of the reported issue
• Whether customer modification or misuse caused the issue
• The remedy available under the policy or applicable law

Proof of Purchase

We may request reasonable proof that the product was purchased from Metro Containers.

Examples may include:

• WooCommerce order confirmation
• Invoice
• Receipt
• Order number
• Bank or Osko payment record linked to the order

The absence of original packaging does not by itself remove statutory rights where Australian Consumer Law applies.

Refund Approval

Once Metro Containers confirms that a refund is payable, the refund will be approved for processing.

For a voluntary return, this will generally occur after the returned container has been received or collected and the return requirements have been confirmed.

Where Australian Consumer Law requires a different process, the statutory requirement will apply.

Refund Processing Time

Approved refunds are processed by Metro Containers within 7–10 days.

This period begins once the refund has been approved and any information reasonably required to process the refund has been provided.

After Metro Containers releases the refund, the time taken for the funds to appear in the customer's account may additionally depend on the customer's financial institution.

Refund Method

Refunds will generally be returned using the same form of payment used for the original transaction where reasonably available.

For payments made by Osko or Direct Bank Transfer, we may request verified account information reasonably necessary to complete the refund.

A different refund method may be used where Metro Containers and the customer agree to that method.

Refund Amount

For an approved voluntary change-of-mind return, the refundable amount will generally be the amount paid for the returned product, excluding the original delivery charge and any agreed customer-paid return transport cost.

Where a refund arises from a major product problem or another statutory entitlement, the refund amount will be determined in accordance with Australian Consumer Law.

Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact Metro Containers as soon as possible.

Where cancellation is accepted and a refund is payable, the approved refund will be processed within the same 7–10 day refund timeframe.

Any statutory cancellation right that applies independently of this policy remains unaffected.

Damage Caused After Delivery

The voluntary return policy does not cover damage caused by customer misuse, negligent handling, unauthorised structural alteration or another event occurring after delivery that is not attributable to the condition in which the product was supplied.

This does not affect remedies for an unrelated defect or problem for which Metro Containers remains legally responsible.