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
| Category | Brands | Freight Terms |
|---|---|---|
| Standard Tier | Epson Home Theatre, Klipsch, Onkyo, Focal, Naim, Verdanté, Kramer and Sonos | Free for consolidated orders ≥ $1,000 ex GST. $30 ex GST for orders < $1,000 ex GST. |
| Philips Tier | Signage Displays and Professional TVs | Free to Metro business addresses (excluding NT/TAS). Regional deliveries incur charges. |
| Quote-Based | Aurora, Videri, Vogel's, AudioPro, Samsung TVs*, Epson Commercial (including lenses/accessories) * Samsung 65" and larger single panels are not available for interstate or regional shipping. | Freight quoted and charged for ALL orders. |
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
6.1 Damage Claims
Noticeable Damage: Do not accept items with obvious external packaging damage. If product is received, claims for damage must be made within seven (7) business days of receipt. Ensure the item is not moved to a new location or installed.
Concealed Damage: Claims for damage found inside intact cartons must be made within seven (7) business days.
Evidence Required: Claims must include photos/video of outer packaging, inner materials, and the product.
6.2 Restocking & Returns
Fees: A 15% restocking fee may apply to eligible returns (unopened and original condition).
Process: A Return Authorisation (RA) number is required. Return freight for unwanted product is the customer's responsibility.
Lodgement: Lodge returns at https://www.westan.com.au/return.
7. Force Majeure
Force Majeure 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.
Notification: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.