FAQ

Frequently Asked Questions (FAQ)

Documentation & Trade History

Can Hardwick provide documentation to verify historical shipments?

Yes. Upon request, we can provide commercially standard documentation used to verify international trade activity, which may include:

  • Bills of Lading

  • Commercial Invoices

  • Packing Lists

  • Certificates of Origin (where applicable)

  • Freight forwarder confirmations

Certain documents may be redacted to protect confidential, commercial, or third-party information. Availability is subject to transaction scope and record retention policies. Please contact us to discuss your requirements.

Payments & Commercial Terms

How are payments processed?

Payments are structured on a case-by-case basis to ensure commercial security for all parties. Depending on transaction size and risk profile, payment methods may include:

  • Third-party escrow or vault-based payment platforms

  • Australian commercial banks

  • Wire transfer (T/T) to Australian business accounts

Payment methods are confirmed prior to order acceptance.

What is the standard payment structure?

Unless otherwise agreed in writing, our standard structure is:

  • 30% deposit to confirm the order and initiate production or allocation

  • 70% balance payable prior to shipment or release of shipping documentation

Alternative structures may be available subject to approval.

Orders & Shipping

How long does shipping take?

Shipping timelines vary depending on the product, supplier, and freight method. As a general guide:

  • Standard sea freight: approximately 6–9 weeks from order confirmation

Estimated timelines are indicative only and may be affected by manufacturing schedules, port congestion, customs clearance, or external disruptions.

Can Hardwick arrange freight and logistics?

Yes. We can coordinate freight through approved logistics partners, including:

  • Port-to-port delivery

  • Door-to-door delivery (where available)

Freight costs are quoted separately and confirmed prior to order acceptance.

Who is responsible for customs duties, GST, and import charges?

Unless expressly stated otherwise in writing:

  • Import duties, GST, and local taxes are the responsibility of the customer

  • We provide all required shipping documentation to support customs clearance

Products & Compliance

Are the machines new or used?

Unless clearly stated otherwise, all machinery supplied is new. Any used, refurbished, or ex-demonstration equipment will be explicitly disclosed prior to sale.

Are machines compliant with Australian standards?

Where applicable, machinery is supplied to meet relevant Australian requirements. However:

  • Compliance may vary depending on configuration, end use, and installation

  • The customer remains responsible for confirming suitability for their specific application and site requirements

We recommend independent verification where compliance is critical.

Are inspections available before shipment?

Subject to supplier cooperation and location, inspection options may include:

  • Factory inspections

  • Photo or video verification

  • Independent third-party inspections (at the customer’s cost)

Inspection availability must be confirmed prior to order placement.

Warranty & Support

What warranty is provided?

Warranty terms are determined by the manufacturer and vary by product. Typically:

  • Manufacturer warranties apply

  • Coverage, duration, and exclusions are confirmed prior to purchase

  • Consumables and wear items are generally excluded

Hardwick facilitates warranty communication but does not independently warrant machinery unless expressly stated.

Do you provide after-sales support?

Yes. We provide reasonable post-sale assistance, including:

  • Manufacturer liaison

  • Access to manuals and documentation

  • Guidance on spare parts sourcing

On-site servicing and labour are not included unless specifically agreed.

Pricing & Risk

Are prices fixed once quoted?

Quotes are valid for a defined period and may be subject to change due to:

  • Exchange rate movements

  • Supplier pricing adjustments

  • Freight cost volatility

Pricing is confirmed once the deposit is received.

What happens if there are delays?

While we work to meet estimated timelines, delays may occur due to factors outside our control. In such cases:

  • Customers are notified promptly

  • Updated timelines are provided where possible

Hardwick is not liable for delays caused by suppliers, carriers, customs authorities, or force majeure events.

What is your cancellation policy?

As machinery is often built-to-order or allocated specifically:

  • Deposits are generally non-refundable once production or allocation has commenced

  • Cancellation terms are outlined in the sales agreement prior to payment