Customer Service Promise Terms and Conditions


  • The promises are available to trade account customers only.
  • Tradelink reserves the right to alter or change this scheme at any time, without notice.

In Stock Always Promise:

  • Only applies to Everyday Essentials products, as listed on Tradelink’s website at Note: Everyday Essential products vary from state to state. Please refer to the relevant state list.
  • The Everyday Essentials product list is subject to change without notice.
  • ‘In stock’ means a minimum of one item is in stock at the branch.
  • A limit of one $50 credit per Everyday Essential product per day applies.

Order Pickup and Delivery Promise:

  • Order must be placed by telephone or via TradeDoor during opening hours up until 30 mins before the branch closes for pick up orders or two hours before the branch closes for deliveries.
  • The Customer and Tradelink may agree on later time periods for pickup or delivery, and such agreed times will form part of this promise.
  • This promise will not apply where:
    • The customer changes the delivery time or date post order; or
    • Tradelink notifies the customer of delayed delivery or non-delivery owing to unforeseen circumstances or occurrences beyond Tradelink’s reasonable control.
  • This promise does not apply to:
    • orders under $100;
    • delivery outside of metro areas;
    • items not in stock; and
    • orders with special handling requirements (including those requiring two person lifting).
  • A limit of one $50 credit per order per day applies.

Accurate Quotes Promise:

  • Quotes are valid for 30 days.
  • Applies to valid quotes on Tradelink letterhead and in accordance with the terms and conditions of the quote.
  • The customer must provide Tradelink with written notice of any discrepancies between the invoiced price and the quoted price, including evidence supporting the discrepancy, within ten (10) working days of receiving the invoice.
  • If Tradelink, acting reasonably, determines that the invoiced price was not accurate, Tradelink will credit the customer the difference between the invoiced price and the quoted price within five (5) business days of receiving the customer’s notification.
  • This promise does not apply where the customer makes any changes to the products forming part of the quote after the quote has been received.

Credit Processing Promise:

  • Returned goods must be in accordance with Tradelink’s Returns Policy.
  • This promise does not apply to non-ranged product and special orders, where goods need to be inspected by the supplier before return.
  • Product returned may be subject to a minimum restocking fee of 20%.
  • Tradelink has the right to refuse credit claims at its reasonable discretion, including where the customer’s trade account is not within credit terms.
  • Credits will be processed within five (5) business days.

Answer the Phone Promise:

  • Applies on branch phone numbers (as displayed on Tradelink’s website) during normal trading hours on business days only.

$50 credit under the In Stock Promise and the Order and Delivery Promise:

  • $50 credit is inclusive of GST.
  • Credits must be claimed at time of order collection or delivery (as applicable) by advising a Tradelink staff member or within one (1) business day of order collection or delivery (as applicable) by contacting the Tradelink Branch Manager.
  • Credits will be applied to the trade account within four (4) weeks, provided all amounts payable on that account are settled in full in accordance with the payment terms.
  • Credits are not transferable, exchangeable or redeemable for cash.
  • Tradelink has the right to refuse to award any $50 credit in its reasonable discretion.