Important Delivery Update
Most orders are dispatched as usual. However, selected oil, grease, lubricant, coolant, AdBlue, chemical and industrial products may experience extended lead times or become unavailable due to temporary supplier, freight or supply chain disruptions.
Please contact our team before ordering if your order is urgent, time-critical, required for machinery downtime, or dependent on current stock availability.
We appreciate your understanding.
Australian Consumer Law
Nothing in this Shipping & Returns Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law that cannot be excluded.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund, credit or other remedy if a product fails to meet a consumer guarantee.
Any limitations in this policy apply only to the extent permitted by law.
Exchanges, Returns & Refunds
If you believe a product you received is faulty, defective, damaged, incorrectly supplied or not as described, please contact us as soon as reasonably possible after receiving your order.
To help us assess the issue quickly, please provide:
- your invoice or order number;
- your name and contact details;
- the product name;
- photos of the product, label, batch number, packaging and any damage or issue;
- a clear description of the problem;
- whether the product has been opened, used, mixed, decanted, installed or stored.
We may need to inspect the product, request return of the product, contact the manufacturer or supplier, or obtain further information before confirming the appropriate remedy.
If the product is confirmed to be faulty, defective, incorrectly supplied or otherwise covered by a consumer guarantee remedy, we will provide the remedy required by law. Depending on the circumstances, this may include repair, replacement, exchange, credit or refund.
Change of Mind, Incorrect Ordering and Customer Error
We do not provide refunds or exchanges for change of mind, incorrect ordering, incorrect product selection, over-ordering, no longer needing the product, finding a cheaper product elsewhere, or customer error, unless we agree in writing.
Customers are responsible for checking that the product ordered is suitable for their vehicle, equipment, machinery, application, specification and operating conditions before purchase.
For oils, lubricants, greases, coolants, AdBlue, additives and industrial fluids, customers should check the relevant owner’s manual, OEM specification, product data sheet and safety data sheet before ordering or using the product.
This does not limit any rights you may have under the Australian Consumer Law.
Condition of Returned Goods
Unless the return relates to a fault, defect, incorrect supply, consumer guarantee issue or another legal right, returned products must be:
- unopened;
- unused;
- undamaged;
- uncontaminated;
- in original packaging;
- in saleable condition;
- returned with all labels, caps, seals, closures and packaging intact.
We may refuse a return where the product has been opened, used, mixed, decanted, contaminated, damaged, incorrectly stored, partly consumed, tampered with, or is no longer in saleable condition, unless required by law.
Special Orders and Custom Orders
We are unable to accept returns, exchanges or cancellations for custom-made, special-order, supplier-direct, non-stocked, imported, bulk, indent or specially procured products, unless required by law or agreed by us in writing.
A product may be considered a special order if it is ordered from a supplier specifically for your order, is not normally held by us in stock, is supplied in bulk quantity, has special freight requirements, or is procured specifically for your requested application or quantity.
Return Freight and Shipping Charges
Where a return is required because of a fault, defect, incorrect supply or another issue for which we are responsible, we will handle return freight in accordance with our obligations under the Australian Consumer Law.
Where we approve a return for change of mind, incorrect ordering, customer error or any other reason not caused by us, the customer is responsible for all return freight, original freight, redelivery charges, handling charges and any supplier restocking fees, unless we agree otherwise in writing.
Delivery charges may not be refundable where the delivery service has already been provided, except where required by law.
How to Request a Return
Before returning any product, please contact us by phone or email and wait for return instructions.
Please do not send products back without contacting us first. Unauthorised returns may be refused, delayed or returned to sender.
When contacting us, please provide:
- your invoice or order number;
- your name and contact information;
- the product name;
- the reason for return;
- photos, where relevant.
Products must be packed safely and securely for return transport. The customer is responsible for damage caused by poor return packaging where the return is arranged by the customer.
Shipping Policy
Just-in-Time Supply Model
Oila operates with a wide product range and a just-in-time supply model. We do not hold every product in stock at all times. Many products are ordered from trusted suppliers, distributors or manufacturers after a customer places an order.
Because of this, stock availability, supplier availability, lead times and freight availability may change without notice.
Some orders may not be fulfilled if the product becomes unavailable, discontinued, delayed, restricted, subject to supplier minimum order quantity, or affected by supplier or freight issues. If this occurs, we will contact you where practical and offer an available option, which may include a refund, substitute product, backorder or revised delivery timeframe.
Estimated Delivery Timeframes
We usually allow approximately 1 to 7 business days for delivery to metro capital city areas of Australia after order processing, stock confirmation and dispatch.
Regional, remote, bulky, dangerous goods, supplier-direct, special-order, pallet, drum and IBC deliveries may take longer. Additional time may also be required for regional and remote areas.
Delivery timeframes are estimates only and are not guaranteed unless we expressly confirm a guaranteed delivery arrangement in writing.
We are not responsible for delays caused by suppliers, freight providers, weather, public holidays, road conditions, address errors, failed delivery attempts, dangerous goods restrictions, stock shortages or events outside our reasonable control.
Order Processing and Cancellation
Once an order is placed, we may begin processing it immediately, including ordering stock from suppliers, booking freight or allocating goods.
Because many products are ordered specifically for customer orders, cancellation requests are not automatically accepted after an order has been placed.
We may refuse a cancellation request where the product has already been ordered from the supplier, dispatched, packed, allocated, specially procured, custom ordered or booked with freight.
Where we agree to cancel an order at the customer’s request, we may deduct reasonable costs already incurred, including supplier restocking fees, freight charges, payment processing fees and handling costs, unless prohibited by law.
This does not limit any rights you may have under the Australian Consumer Law.
Freight, Address and Delivery Requirements
Customers must provide a correct and complete delivery address, contact name, phone number and delivery instructions.
For large, heavy, palletised, drum, IBC or industrial deliveries, the customer must ensure the delivery location has safe access, suitable unloading equipment, forklift access where required, and an authorised person available to receive the goods.
Additional charges may apply for:
- redelivery;
- failed delivery;
- incorrect address;
- waiting time;
- tailgate delivery;
- hand unloading;
- residential delivery;
- remote area delivery;
- difficult site access;
- dangerous goods or bulky freight handling.
Free Delivery Offers
We offer free delivery on selected brands and products in selected metro areas of Australian capital cities.
Free delivery only applies where it is shown as available at checkout or confirmed by us in writing.
Free delivery may not apply to regional areas, remote areas, residential addresses, bulky items, drums, IBCs, pallets, dangerous goods, special-order products, tailgate deliveries or difficult-access sites.
Please check the shipping method at checkout to confirm whether your order is covered by a free delivery offer.
If free delivery or freight is displayed incorrectly due to a website, system, freight calculation or human error, we may contact you to correct the freight charge or offer cancellation and refund before dispatch.
Authority to Leave
If you request or authorise goods to be left unattended, you accept the risk of theft, loss, weather exposure or damage after delivery.
We may refuse authority-to-leave delivery for high-value, bulky, hazardous or restricted products.
Pricing, Freight and Stock Errors
We take reasonable care to display accurate product, pricing, freight and stock information. However, errors may occur.
We reserve the right to correct pricing errors, freight errors, stock errors, product listing errors, image errors, pack-size errors, supplier data errors, system errors or human mistakes.
If an order is affected by a genuine error, we may contact you before dispatch and offer the option to proceed with corrected details, choose an alternative product, or receive a refund.