Terms & Conditions
Last updated 27/08/2026. Please read sections 6, 7 and 8 carefully - they cover cancellation, refunds and lead times.
1. About These Terms
These Terms and Conditions govern your use of this website and the supply of all goods and services by Plastic Online, a division of HB Plastics Group PTY LTD ("we", "us", "our"). "You" means the person or entity placing the order.
By placing an order, paying an invoice, or instructing us to proceed with work, you agree to be bound by these terms. These terms prevail over any purchase order conditions of your own unless we have agreed otherwise in writing signed by an authorised officer.
We may update these terms from time to time. The terms that apply to your order are those published on this page on the date we accept your order.
2. Quotes & Pricing
- Quotes are valid for 30 days from the date of issue unless stated otherwise.
- Prices on this site are displayed ex GST. GST is broken out in the cart and checkout order summary.
- Quotes are based on the specifications, drawings and quantities you supply. A change to any of these is a variation and may change the price and the lead time.
- Where a quote depends on a material price from our supplier, we may adjust it if that price changes before you accept.
- Cut-to-size orders under $85 ex GST of material attract a Cutting & Setup Fee, shown as a separate line before you pay.
3. Orders & Acceptance
Placing an order through this website is an offer to buy. A binding contract is formed when we confirm your order in writing, or when we begin work on it, whichever happens first. We may decline or cancel any order at our discretion, in which case we refund you in full.
We take care with pricing and product information, but if an item is listed at a materially incorrect price or description we may cancel the order and refund you rather than supply at that price. We will contact you before doing so.
Who can commit us
Only a director or an authorised officer of HB Plastics Group PTY LTD can vary these terms, approve a refund, or agree to a credit. Statements made by any other person - in conversation, by phone, in chat, or in email - do not bind us and do not create an entitlement to a refund or credit.
4. Payment
- Website orders are paid in full at checkout. We do not cut, fabricate or dispatch until payment has cleared.
- Custom fabrication quoted outside the website may require a deposit before we order materials or schedule production. Your lead time starts when that deposit clears, not when you accept the quote.
- Approved trade account customers must pay within the terms shown on the invoice. We may charge interest on overdue amounts and recover reasonable costs of collection.
- Card payments are processed by our payment provider. We do not store your full card number.
Trade Accounts: Please contact our trade desk for ABN-registered accounts and bulk-volume pricing tiers.
5. Your Specifications
We cut and fabricate to the dimensions, materials, tolerances and drawings you supply. You are responsible for the accuracy of what you give us. We do not redraw, re-engineer or verify that your design is fit for its intended application unless you have engaged us in writing to do so. We cut what is supplied.
Where we send you a drawing, cutting list or specification for approval, production does not start until you approve it. Once approved, that document is the specification for your order, and goods matching it are correctly supplied. An error you approve is a variation, not a defect.
6. Cancellation
Cancellations must be in writing
To cancel an order you must email enquiries@plasticonline.com.au with your order or invoice number and a clear statement that you wish to cancel.
A cancellation is only effective when we acknowledge it by return email. Verbal cancellations - by phone, in chat, or through a staff member - are not effective and do not stop work. Work continues, and charges continue to accrue, until we send that written acknowledgement.
What you can recover on cancellation depends on the stage your order has reached at the moment we receive your written cancellation:
An order we have not yet accepted costs you nothing.
A full sheet or stock item we have not cut or dispatched can be cancelled for a full refund.
Cut-to-size and non-stock materials are bought in or cut to your measurements and cannot be returned to our supplier or resold. This applies from the moment the cut is made or the purchase order is raised.
Once a job card is opened and the first production step is recorded, a custom fabrication order is non-refundable in full.
How we determine the stage
The stage of your order is determined by our production records - the purchase order raised with our material supplier, and the timestamped job card and cutting records from our workshop. These records are the evidence of when work commenced. They are not affected by what any individual recalls or states about the order's progress, and we will provide the relevant record on request.
7. Refunds & Returns
All refund and return requests must be made in writing to enquiries@plasticonline.com.au. We do not process refunds requested verbally. A refund is only approved when confirmed in writing by a director or authorised officer, and only that written confirmation entitles you to a refund.
Subject to section 9 (Consumer Guarantees), the following applies:
Return within 14 days of receipt, unused and in original condition, at your freight cost. A 25% restocking fee applies. Contact us first for a return authorisation - unauthorised returns cannot be processed. Because we dispatch from several depots, the correct return address depends on your order: we give it to you in writing with the authorisation. Do not return goods to any address we have not nominated, including the address on the consignment note - goods sent elsewhere may not reach us.
Once cut to your measurements, material has no resale value to any other customer.
We do not refund once materials have been ordered or fabrication has commenced. Materials are bought in to your specification, machine time and labour allocated to your job cannot be recovered, and fabricated goods cannot be resold.
We also do not refund for a change in your circumstances, for goods made correctly to a specification you approved, or because you have sourced the item elsewhere.
Where a refund or credit is approved, we process it to the original payment method within 10 business days.
8. Lead Times & Delays
Dispatch and delivery times we quote are good-faith estimates, not guarantees, and time is not of the essence unless we have agreed a firm date in writing and specifically identified it as a guaranteed date.
Estimated lead times run in business days from the later of the date your payment clears and the date you approve any drawing or specification. Which depot supplies your order affects the estimate; the freight-zone times we publish assume dispatch from a depot holding your stock, and a transfer between depots can extend them. Freight transit times shown on our Shipping & Returns page are the carrier's estimates and sit outside our lead time.
Lead times may extend for reasons including supplier material delays or shortages, variations you request, delay in approving a drawing, equipment breakdown, or events outside our reasonable control. We will tell you if we become aware that your order will run materially past its estimate.
A delay against an estimated lead time does not entitle you to cancel an order already cut or in production, or to a refund of amounts covering materials already ordered or work already performed. If a delay is causing you a problem, contact us - we would rather re-plan your order with you than have you find out late.
9. Consumer Guarantees
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
In particular, sections 6, 7 and 15 apply to cancellation by you and to change of mind. They do not limit your rights where goods or services we supply fail to meet a consumer guarantee - for example, where goods are not of acceptable quality, do not match their description or a sample, are not fit for a purpose you told us about, or where services are not supplied with due care and skill.
Where there is a major failure you may be entitled to a replacement or refund and to compensation for reasonably foreseeable loss. Where the failure is not major, we are entitled to choose between repairing the goods, replacing them, or refunding you. These rights are not limited to any fixed period after purchase - they last for the time a reasonable consumer would expect, given the goods and their price.
10. Faults & Claims
Please inspect goods on arrival. To help us resolve a problem quickly, tell us about any shortage, transit damage or visible defect as soon as you can and ideally within 7 days of receipt, with photographs where relevant. Reporting later does not remove any right you have under the Australian Consumer Law, but it does make a claim harder for both of us to establish - particularly a transit-damage claim, which we must lodge with the carrier.
Do not install, cut, drill or otherwise work on goods you believe are defective - doing so may prevent us assessing the fault or returning the material to our supplier. Contact us first. You can report damage through the form on our Shipping & Returns page.
11. Tolerances & Finish
Unless we have agreed tighter tolerances in writing for your order, the following apply. Goods within tolerance are correctly supplied.
+/- 0.5mm on standard CNC and laser jobs.
+/- 1.0mm on each dimension.
+/- 0.2mm for drilled and CNC-routed apertures.
Diamond polish available on cast acrylic only.
As supplied by the manufacturer, within their published tolerance.
Batch variation is normal. We cannot guarantee a colour match to a previous order.
DXF, DWG, PDF and STEP accepted. We do not redraw; we cut what's supplied.
Machining marks, minor edge chipping on saw-cut edges and protective film residue are inherent to fabrication and are not defects.
12. Shipping, Risk & Title
Risk in the goods passes to you on dispatch from our premises or the depot your goods are sent from, or on collection. Title remains with us until we have received payment in full and cleared funds.
Where your order ships from
We hold stock at our own depots around Australia. Your order is dispatched from whichever of them can supply it, which is not always the one nearest you and is not always the same one twice. We do not publish depot addresses, and the dispatch location does not change these terms, your price, or the freight you were quoted.
We may send an order in more than one consignment, from more than one depot, arriving on different days. Where we split an order for our own operational reasons, we do not charge you extra freight for doing so. If part of your order is short or delayed, we will tell you rather than hold the rest.
Free metro shipping. Free standard shipping is available on orders over $500 (ex GST) delivered to eligible metro areas of Brisbane, Sydney and Melbourne. The offer applies to your whole order and is applied automatically at checkout - enter your postcode on our Shipping & Returns page to check eligibility. Free shipping covers standard freight only; express or specialist delivery, and deliveries outside the eligible metro zones, are quoted at standard rates. Eligible areas and the qualifying order value may change from time to time.
You must give us a delivery address with safe and adequate access. If a delivery cannot be completed because access was not available or nobody was present to receive it, we may charge the cost of redelivery.
Full freight zone details are listed on our Shipping & Returns page.
13. Uncollected Goods
Goods for collection must be collected within 14 days of us notifying you that they are ready. After that we may charge reasonable storage. Goods that remain uncollected and unpaid for after 90 days, following written notice to you, may be disposed of and the proceeds applied to the amounts you owe us.
14. Drawings & Intellectual Property
You retain ownership of drawings and designs you supply, and you warrant that you are entitled to give them to us for manufacture and that doing so does not infringe anyone else's rights. You indemnify us against claims arising from our manufacture to your design.
Drawings, cutting files and specifications we produce remain our property. We may retain copies for our records and to support any future reorder. All content on this website remains our property or that of our licensors.
15. Liability
Subject to section 9, and to the extent permitted by law, our total liability arising from an order is limited, at our option, to replacing or repairing the goods, resupplying the services, or refunding the price you paid for them.
To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profit, loss of contract, downtime, or the cost of removing or reinstalling goods.
16. Governing Law
These terms are governed by the laws of Queensland, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Queensland.
Contact
HB Plastics Group PTY LTD, trading as Plastic Online
13 Distribution Ave, Molendinar QLD 4214
Phone: 1300 083 013
Email: enquiries@plasticonline.com.au
Monday - Friday 7:30am - 4:00pm