Purchasing, Returns & Warranty Policy

Before placing an order, customers are responsible for reviewing the relevant product description, specifications, dimensions, inclusions, quotation and any other information provided by OTTOP.

An order is considered accepted once the customer accepts a quotation, makes full or partial payment, pays a deposit, completes checkout or otherwise confirms the order in writing.

For customised or made-to-order products, customers are responsible for reviewing and approving applicable specifications, colours, dimensions, layouts, drawings and other selections before manufacturing.

OTTOP does not generally provide refunds or exchanges where a customer:

This does not affect any rights the customer may have under Australian Consumer Law.

Many OTTOP products are manufactured, configured, sourced or customised specifically for an individual customer's requirements.

Once manufacturing, customisation, procurement or ordering has commenced, custom and made-to-order products cannot generally be cancelled or returned for change of mind.

Deposits and payments made towards customised products may be non-refundable where costs have already been incurred or the product has been manufactured, customised or committed to the customer's order, subject always to rights that cannot be excluded under Australian Consumer Law.

Any cancellation accepted by OTTOP must be confirmed in writing and may be subject to reasonable costs already incurred in connection with the order.

If you believe a product has arrived faulty, damaged or materially different from what was ordered, please contact OTTOP as soon as reasonably possible. To assist us in assessing the issue, we may request:

OTTOP may inspect or assess a product before determining the appropriate remedy. Depending on the circumstances and your rights under Australian Consumer Law, the remedy may include repair, replacement, replacement parts, rectification or refund.

These rights apply in addition to any manufacturer's or OTTOP warranty.

Unless otherwise stated for a particular product, new products supplied by OTTOP include a 12-month manufacturer's warranty from the date of delivery.

The warranty applies to manufacturing defects in materials and workmanship, subject to the specific warranty conditions applicable to the product.

Where a valid warranty claim is approved, OTTOP may arrange an appropriate repair, replacement part, replacement product or other remedy.

Certain components, appliances or accessories may be covered separately by the original manufacturer's warranty.

To the extent permitted by law, an OTTOP manufacturer's warranty does not cover faults or damage resulting from:

Minor cosmetic variations that do not materially affect the safe operation, functionality or expected life of a product may not constitute a manufacturing defect.

These exclusions apply to OTTOP's voluntary warranty and do not exclude rights available under Australian Consumer Law.

Where appropriate, OTTOP may provide replacement parts rather than replacing an entire product.

Customers must not undertake significant repairs or modifications relating to a warranty claim without first discussing the proposed work with OTTOP.

Where licensed electrical, plumbing, building or other trade work is required, the work must be completed by an appropriately licensed or qualified person.

Responsibility for labour, installation, removal, transport and associated costs will depend on the circumstances of the claim and the customer's rights under Australian Consumer Law.

OTTOP provides delivery options across Australia for many products. The delivery method will depend on the product's size, weight and destination.

Small items

Small parcels may be delivered using Australia Post or another parcel delivery provider. Tracking details will be provided where available.

Large & oversized items

Large products may be transported using specialised freight, courier or transport companies. Customers may be contacted before delivery to coordinate access and delivery requirements.

For large or specialised products, the customer is responsible for ensuring suitable site access and, where required, appropriate unloading equipment such as a forklift, crane or other lifting equipment unless expressly included in the quotation.

Any manufacturing, shipping, freight or delivery timeframe provided by OTTOP is an estimate unless expressly agreed otherwise in writing.

International shipping, port congestion, customs processing, weather, transport interruptions, manufacturing delays and other circumstances outside OTTOP's reasonable control may affect estimated delivery dates.

We will endeavour to keep customers informed of material changes to expected delivery timeframes.

Customers should inspect products as soon as reasonably possible following delivery.

Visible freight damage should be photographed before packaging is discarded wherever practicable.

Please notify OTTOP promptly if you identify damage, missing components or an incorrect product so we can investigate with the manufacturer or freight provider.

Failure to notify OTTOP immediately does not remove any rights that cannot lawfully be excluded under Australian Consumer Law.

Where a product is ready for collection or delivery and a customer requests that delivery be delayed, storage charges may apply.

Any applicable storage charges will be advised to the customer and may need to be paid before the product is released or delivered.

Additional transport, redelivery, handling or storage costs caused by unsuccessful delivery, unsuitable site access or customer-requested delays may also be payable by the customer where applicable.

We make reasonable efforts to ensure product descriptions, specifications, dimensions, photographs and other information are accurate.

Because some products are manufactured or customised to order, minor variations in colours, finishes, materials, fixtures or appearance may occur between website images and the supplied product.

Manufacturers may also make reasonable product improvements or specification changes from time to time.

Where a particular specification, colour, dimension or feature is essential to your purchase, please confirm this with OTTOP before ordering.

Unless otherwise stated, website content including OTTOP branding, product descriptions, graphics, photographs, videos and other original materials remains the property of OTTOP or its respective licensors and may not be reproduced or commercially used without permission.

For purchasing, delivery, return or warranty enquiries, please contact: