E-commerce Policy

Purchase policy

Customer Responsibility
Choose your items carefully as you do not have an automatic right to return goods. See our Return Policy below.
Check that your shipping details are correct; we accept no responsibility for lost goods under this circumstance.
Check that your payment details are correct; we reserve the right to recover any bank or finance charges in this case from you the customer.

Order Confirmation
You will receive a confirmation of your order by email. You may be contacted by us should your order require; an adjustment in price; is no longer available; has a supply delay or we require clarification.

We will email you when we dispatch your goods, and provide the AusPost parcel tracking number. If you feel that your order is taking longer than you expected please use the tracking number at auspost.com.au/tracking first before contacting us.
Shipping Charges
Our website uses the Australia Post online calculator to calculate the correct postage of your order. In some cases this may be incorrect and an adjustment is made. If it has been over quoted we apply the reduction without notice. If it is under quoted we will contact you for confirmation of the new cost before processing the order.

Import Duties and Sales Tax
Charges imposed by the importing country are your responsibility. We advise you to contact your Customs department if you are concerned about these possible charges. Note that we mark the customs declaration as ‘personal items not for resale’.

All transactions are processed in Australian Dollars.
The Australian sales tax (GST) is deducted from the price of goods (not shipping) if the order originates from outside Australia.

Return policy


You must contact us by phone or email before returning goods.

Unauthorized returns will be considered as a gift from you to us. We are happy to return the gift upon payment of return postage.

Goods damaged during delivery should be presented by you to the Australia Post or the delivering courier company (shipping company). If you have accepted the option of delivery insurance then you can make a claim for compensation with the shipping company.
We will assist you in this process by providing evidence of insurance and consignment.
Uninsured delivery will have limited access to compensation and Platypus Fire Pty Ltd are excluded from identification under these circumstances.

We are happy to authorise returns that comply with the consumer affairs guidelines and Australian Consumer Law. www.consumer.vic.gov.au/shopping/refunds-and-returns

This refund policy does not apply to goods which are worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition.

All postage and insurance costs are to be paid by the buyer.
We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit and therefore advise you take out shipment registration of insurance with your postal carrier. Platypus Fire Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to insure.

Security and Privacy policy

Our shopping cart uses a secure processing system provided by our website provider. When you click the Checkout button you are transferred to https://secure.worthit.com.au which uses an encrypted connection to transfer your personal and credit card details to us for processing.

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

Platapus Fire Pty Ltd may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that

These third parties are prohibited from using your personally identifiable information for any other purpose.

Platapus Fire Pty Ltd does not share any information with third parties for any unknown or unrelated uses.

If you have any questions about security on our Website, you can email us at Platypus Fire Pty Ltd .

If you feel uneasy about providing credit card details online then please use our Fax/Mail order option for payment or give us a phone call.

Credit Card Payments

Platypus Fire Pty Ltd uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

  • Payments are fully automated with an immediate response.
  • Your complete credit card number cannot be viewed by Platypus Fire Pty Ltd or any outside party.
  • All transactions are performed under 128 Bit SSL Certificate.
  • All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
  • eWAY is an authorised third party processor for all the major Australian banks.
  • eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Platypus Fire Pty Ltd.

For more information about eWAY and online credit card payments, please visit