Last updated: 2 October 2026
This policy covers goods bought from Northern Packaging Supplies, delivered from Lalor, Victoria. Northern Packaging Supplies is operated by Ramandeep, a sole trader (ABN 61 166 854 288).
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In plain terms: the goods we sell must be of acceptable quality, fit for the purposes such goods are commonly used for and for any purpose you told us about, and match their description or any sample you were shown.
If a product has a major failure — for example it is unsafe, is significantly different from its description or sample, would not have been bought if the problem were known, or cannot easily be fixed within a reasonable time — you can choose a refund or a replacement, or keep the goods and ask us to compensate you for the drop in value. If the failure is minor, we will repair or replace the product or refund you, at our choice, within a reasonable time. If we do not, you can have it fixed elsewhere and recover the reasonable cost from us, or reject the goods and choose a refund or replacement.
We may ask for proof of purchase. You do not need to keep the original packaging to get a refund or replacement for a faulty product, and we deal with it ourselves rather than sending you to the manufacturer. Nothing in this policy limits your rights under the Australian Consumer Law, and we cannot refuse a refund or replacement where the law entitles you to one.
Faulty, damaged or wrong goods
If your order arrives faulty, damaged, or is not what you ordered, contact us as soon as you notice, by phone or email. Tell us your order number and describe the problem — photos help us sort it out faster. If we sent something different from what you ordered, that is our mistake and these terms apply. If you ordered the wrong size or quantity yourself, that is a change-of-mind return (see below).
- Small items — a roll of tape, a pack of paper — can be posted back to us. Send them by a tracked Australia Post service, keep the receipt and email us a photo of it, and we add the postage to your refund. If you would rather not pay up front, ask and we will arrange a prepaid label.
- Bulky items — cartons, bundles of boxes, cartons of film — do not need to be posted. We arrange and pay for collection, or we simply send a replacement and let you know whether we need the original back.
We will confirm the problem from your photos, usually within one business day, and we rarely need the goods back first. For a major failure you choose a replacement or a full refund; for a minor failure we will repair, replace or refund. Either way we refund any delivery charge you paid.
There is no deadline for reporting a fault. What matters is that the product has failed sooner than it reasonably should have for its type and price.
Damaged in transit
Please check your delivery when it arrives. If goods are damaged in transit, email us photos of the damage and the outer packaging, with your order number, within 2 business days of delivery while the packaging is still to hand. We will replace or refund the damaged goods at no cost to you and sort out the freight claim with the carrier ourselves.
If you tell us later, we may need more from you to make the freight claim, but you can still get a replacement or refund for damaged goods under the consumer guarantees. Photos taken at the door make everything simpler.
Change of mind
We accept change-of-mind returns as a courtesy. The law does not require this, so these terms apply only to change-of-mind returns — never to faulty goods. Ordering the wrong size or quantity counts as change of mind.
- Tell us within 14 days of delivery that you want to return the goods. You then have 14 days to get them back to us.
- Goods must be unused and in their original, unopened packaging. Cartons must be unused and flat, and are returnable in full bundles only, because we cannot resell part of a bundle. Film, tape and bubble wrap must be in unopened rolls; a carton of rolls can be returned if every roll is still sealed.
- Send the goods back by a tracked post or courier service at your cost. For bulky items we can arrange a courier collection and deduct the freight from your refund — we will quote the cost before booking it. We don’t accept drop-offs.
- The goods are your responsibility until they reach us, so use a tracked service and pack them so they arrive in resaleable condition. If they come back opened, used or damaged, we will contact you before doing anything else; we may offer a reduced refund or return them to you at your cost.
- The original delivery charge is not refunded. If your order received free Melbourne-metro delivery (orders over $500 ex GST, $550 inc GST) and the return takes what you kept below that amount, we may deduct our standard delivery charge from the refund.
- We refund the price of the goods within 10 business days of receiving them back. Your bank may then take a few more business days to show it on your statement.
Excluded from change-of-mind returns: custom-printed or made-to-size cartons, and any opened roll of stretch film, pallet wrap, bundling film, packing tape or bubble wrap. Faulty goods are never excluded.
Made-to-order and custom-printed cartons
Custom-printed and made-to-size cartons are produced for your order and cannot be resold. You can cancel a custom order for a full refund at any time before we confirm the order and start production. After that it cannot be cancelled or returned for change of mind.
Your consumer-guarantee rights still apply in full: if the cartons are the wrong size, misprinted, or do not match the specifications you confirmed with us, we will remake them or refund you — your choice if the failure is major.
How refunds are paid
Refunds go back to the way you paid. Card payments are refunded to the same card through our payment provider, Stripe; once we process it, your bank may take several business days to show it on your statement. Card payment is the only payment method offered at our checkout.
Prices on our site are shown ex GST with the inc-GST figure alongside; refunds are of the GST-inclusive amount you actually paid for the goods being refunded. If we refund only part of an order, we will email you an adjustment note so your tax records match.
How to start a return
- Phone or email us with your order number (it is in your confirmation email) and a short description of the issue.
- Attach photos if the goods are faulty or damaged.
- We will tell you whether to post the goods back or wait for us to collect them, and when to expect your replacement or refund.
Your order confirmation email or tax invoice is the easiest proof of purchase, but a bank or card statement showing the payment is also fine.
Contact
Northern Packaging Supplies — Ramandeep, sole trader (ABN 61 166 854 288)
Phone: 0480 744 733
Email: admin@northernpackagingsupplies.com.au
Based in Lalor, Victoria 3075. We have no shopfront and don’t accept drop-offs. Orders are delivered, or collected by arrangement.
We answer emails within one business day, Monday to Friday.
If you are not happy with how we handle a return, you can contact Consumer Affairs Victoria (consumer.vic.gov.au, 1300 558 181) or the ACCC (accc.gov.au) for advice.