Policies

Orders & Delivery Policy

1. Order Cut-off Time

Orders must be finalised by 12:00 PM on delivery day.

• Pallet & Bulk Orders: Must be finalised and paid at least 3 business days before delivery.

2. Delivery Schedule & Authority to Leave

• Deliveries run 3:00 PM – 9:00 PM; exact times are not guaranteed.
• All deliveries operate on an Authority to Leave (ATL) basis — goods are left in a safe location if no one is present.
• Once delivery is completed with proof provided, risk transfers immediately to the customer.
• If safe drop-off is impossible or payment fails, goods return to warehouse and a redelivery fee may apply.

3. Retention of Title

Ownership remains with PACKPLUS AU until full payment is received; until then, the customer holds goods as a bailee.

4. No Pickup Service

Delivery-only — no physical pickup or click-and-collect.

5. Payment & Credit Terms

• New customers: Pre-payment or payment on arrival.
• Established customers: May apply for up to 14-day credit terms after consistent payment history.

6. Environmental Compliance

NSW Single-use Plastics Ban compliance is required. Customers must disclose intended use prior to purchase. PACKPLUS AU is not liable for misuse penalties.

Cancellation Policy

1. Cancellation Deadlines

• Standard Orders: By 12:00 PM on delivery day.
• Pallet & Bulk Orders: At least 3 business days prior.

2. Late & Same-Day Cancellations

Requests after the deadlines above will not be accepted. The full invoice remains payable to cover incurred labour and logistics costs.

Returns & Credit Policy

1. No Change-of-Mind Returns

No refunds or returns for change of mind once an order is confirmed and delivered (per Australian Consumer Law).

2. Damaged, Incorrect, or Hygiene-Restricted Items

• Claims accepted only for physically damaged, defective, or incorrectly delivered items.
• Opened food-contact packaging cannot be returned due to Food Safety Standards.
• Issues must be reported by email within 24 hours of delivery, including:

• Invoice number
• Time of discovery
• High-resolution photos of product and packaging

3. Overpayments

• Excess amounts issued as a Credit Note applied to the next order.
• Cash refunds only for credit balances exceeding $500; below that, credit remains on account.
• Full cash refund regardless of amount only upon permanent business closure with official documentation.

NSW Single-Use Plastics Compliance

Under the Plastic Reduction and Circular Economy Act 2021 (NSW), the following single-use plastic items are banned from supply in NSW. This includes items made from biodegradable, compostable, or bioplastic materials.

Banned Items (Currently in Effect)

• Lightweight plastic shopping bags (35 microns or less)
• Single-use plastic straws, stirrers, and cutlery (including chopsticks)
• Single-use plastic plates and bowls (excluding bowls with spill-proof lids)
• Expanded polystyrene (EPS) food service items (cups, clamshells, plates, bowls)
• Plastic-lined paper plates and bowls
• Single-use plastic cotton buds
• Banned items supplied as part of packaged food and drinks (integrated packaging)

Customer Obligations

• Customers must not use products purchased from PACKPLUS AU in a manner that contravenes the NSW Plastics Ban.
• Customers are responsible for verifying that products are suitable for their intended use and comply with all applicable local, state, and federal regulations.
• PACKPLUS AU is not liable for any fines, penalties, or losses arising from a customer's non-compliant use of products.

Penalties

Manufacturers, wholesalers, and distributors face up to $110,000 per offence (corporations) or $22,000 (individuals). Retailers face up to $55,000 (corporations) or $11,000 (individuals).

Upcoming Changes (2027–2030)

• 2027: Phase-out of plastic bread tags and pizza savers.
• 2028: Single-use plastic cups, food containers, and lids must be recyclable with proper disposal labelling.
• 2030: Tethered lids required for beverage containers ≤1.25L; redesign of takeaway food containers to be recyclable.

For full details, visit the NSW EPA Plastics page or contact the Environment Line at 131 555.

Contact & Hours

• Address: Suite 305, 1A Barratt St, Hurstville NSW 2220
• Phone: 0489 153 486
• Email: infopackplus.au@gmail.com
• Hours: Monday – Friday, 3:00 PM – 9:00 PM