HIGOLD Hardware Freight Protection Policy


HIGOLD Hardware and its brands want the distributors and their customers to receive their ordered items safely and efficiently.  It uses trusted carriers with tracking and very high delivery success.  However, sometimes mistakes are made or carriers fail to provide a perfect service.

In the unlikely event that your ordered goods get lost or damaged in transit to you or your customer we’ve got you covered with our Free Freight Protection – we’ll organise a replacement product(s) or part(s) at no additional cost!  Terms and conditions apply as per below.  HIGOLD Hardware requires evidence to its satisfaction of the transit damage or loss before it can action any remedy.

IMPORTANT: Unless otherwise stated on your item, you have 3 business days from delivery to report any transit damage.

The protection under this policy strictly expires at 4pm on the 3rd business day* after the delivery date to you (as recorded by the carrier).  Therefore it is important the Purchaser carefully inspects the item(s) immediately after delivery and record and report any issues immediately to HIGOLD Hardware Customer Service.  Any damage not reported in this 3 business day period is not covered by this policy.

*  A business day is in reference to business days for Victoria, Australia


Receiving your Order

Most shipments require a signature on receipt. If there is evident damage to items do not accept delivery of those items only and contactHIGOLD Hardware immediately on (03) 8682 8585 or service@higoldhardware.com.au.   If you experience problems with the Carrier or their service that might contribute to damage or loss then please record any information that may assist to claim the freight damage.

Determining if an item(s) is damaged in transit

HIGOLD Hardware will determine whether an item has been damaged in transit to you at its absolute discretion.HIGOLD Hardware will require evidence of the damage during its freight transit. Therefore it is important to record any observed or potential damage - photographs of any package damage and item damage are essential. You must retain the item and all of its product and transit packaging as it may need to be inspected by the Carrier or inspected under our Carrier insurance arrangements.


Determining if an item(s) is lost in transit

HIGOLD Hardware will determine whether an item has been lost in transit to you at its absolute discretion.  In most cases before making any conclusionsHIGOLD Hardware will require investigations into finding the lost item(s) and written evidence from the Carrier that the item is lost and not recoverable.  Importantly, an item is not deemed to be lost if any of the following apply:

  • The customer supplied delivery address is incorrect or not clear,
  • The tracking information for the shipment is still showing it is in transit (or equivalent), and
  • The item was accepted or left at the delivery address according to the carrier.

Processing a claim under this policy

Click on the link below to submit a Freight Protection form or contact HIGOLD Hardware Customer Service immediately on(03) 8682 8585 if you believe an item has been damaged or lost during its transit to your delivery address. We must receive the completed form within 3 business days of receipt of a damaged product or as soon as you have evidence that an item is lost in transit under this policy. A claim for loss during transit under this policy requires evidence of the loss from the Carrier and can be settled directly by HIGOLD Hardware. A claim for damage during transit under this policy will require assistance from the addressee to satisfy the Carrier's requirements, if any, to assess the damage and process a claim under their processes. HIGOLD Hardware can assist the addressee in this process.

Submit a Freight Protection Form