Our Policies

Our Policies

  • Order Go-Ahead Policy

Orders are considered go-ahead to proceed by you and are considered irrevocable if you have done any of the following:

  • Signed the order. So do not sign our quote if you do not 100% definitely wish to proceed. Cancellation of a signed order is possible up until the point that any size or type of deposit is paid.
  • Paid a deposit to us of any amount. Once a deposit has been paid our no cancellation policy comes into effect. This is because ALL of the products that we sell are 100% custom made and cannot be returned and resold to anyone else. In addition to this it is possible that within 30min of you placing your order and deposit with us we have placed an irrevocable order with our supplier and in most cases even paid in full for your order. Consequently we have a no cancellation policy as soon as you place your deposit with us.
  • No Cancellation Policy
  • Once a deposit has been paid we have a no cancellation or order alteration policy. You will be required to proceed with the order as placed in full and to pay for the order in full. Please refer to our terms and conditions attached with regards to our order cancellation policy.
  • Order Confirmation Policy
  • It is our clients responsibility to confirm any and all details of any order they place with us. It is our clients responsibility to confirm all of these details in writing to us at order placement and to re-confirm your order details with our check measurer. If you fail to inform or confirm your order with our check measurer of the below details we will not be held responsible for failing to read your mind. Also you cannot change your mind after check measure has been completed and you have placed your deposit.
  • Security and Insect screens and doors
    • Position: Where in your home is the screen / door being installed?
    • Colour: both Frame Colour and Infil Colour to be confirmed by you at order and check measure. Dulux or Interpon Powder Coat colours only.
    • Type of screen or door- eg Insect Screens – Basic or Welded | Diamond – Basic or Welded | SecureView | Hard Core G2 | Steel bars – vertical with one G6 pattern in centre of bar | Any special requirements | Midrail Heights | Bar positioning | Pattern or Design type | If you have any special requirements that are not clearly written down on your quote and are totally unabiguous then it is your responsibilty to tell us in writing what your order is. We are hear to help and do our best to detail on our quotes and on our invoices but we cannot change the product type once installed to your home and changing your mind is not allowed.
    • Any Special options: example | Outswing fire exit – side or top hinge | Hopper hatch positions | hinge colours | position of insect screen channel |
    • Insect screen type – eg Standard | Paw Proof | Midgee Mesh | UltraVue | Patio and Pool | or if no insect screen is required you must tell us in writing…please!!!!
  • Style of product | Blinds | Shutters | Security | Insect screens etc.
  • Once again – any special requirements. Make no assumptions – confirm everything with us in writing – preferrably via email to contact@starlinesecurity.com.au

Please refer to our full terms and conditions attached for any further information.

How Our Process Works. We’ll take care of everything for you

FROM YOUR INITIAL CONTACT THROUGH TO YOUR FINISHED RESULTS STARLINE SECURITY WILL IMPRESS

 

STAGE 1.01: Quoting

You can call us or send a web enquiry and our team will contact you to arrange your quote. My staff will arrange either an on-site quote appointment where one of our dealers will come out to see you to discuss the alternatives and provide you with a quote or quote options.

Alternatively, you may already know what you need. In this case, it is much easier to email our dedicated internal sales division with either your house plans, photos of each window or door opening you need a screen or security door for, and/or descriptions of your requirements. Our sales staff can email you a quote estimate without the need to come out to your premises. Many clients prefer this method as it does not require you to take time off work or interfere too much with your schedule and although the quote estimates we provide are as accurate as possible, as we have not inspected physically, they are subject to final check measure.

Stage 1.02: Measuring.

Once you are happy with our quote and agree to go ahead with the order, our sales staff will arrange a dealer to conduct a final check measure on-site or at your premises. Your dealer will update your quote if required and confirm with you any variations. We do need to measure very accurately to ensure your fully customised products fit in the best possible way. Measuring also includes other factors like colour selection confirmation, product type and style per window or door, grade and any other accessories and options. These details will be updated in your quote and will need to be approved by you to your dealer prior to production commencing. This is also the point at which your deposit is required.

Stage 2.01: Production

Once your check measure has been completed and the deposit also confirmed, production of your order can commence. Your dealer will process your order and send your order through to our production facility. Depending upon the product type, colour and other details production of Insect and Security Screens or Doors can take as little 24hrs or as much as 30 days. Typically though, production of a clients total order takes between 7 and 14 days. Once production is completed the production facility informs our sales division who will then contact you to let you know your order is ready for installation. Many clients wish to know when their installation will be or require an installation date prior to placing their order. Once a check measure has been completed and production consulted our team can give you a production completion estimate date. We can also give you installation guarantees but only if your installation deadline requirement is more than twice our typical production lead time for your order. This often happens when clients are building a new home etc and they need to know we can install on or near a handover date. Our production facility utilises a first in first out multi-factor sequenced order schedule that gets all client orders completed in the least possible time. Our sales team, our admin team or a dealer are not able to influence the production sequence or result in any way but rest assured that by adopting this process separation your order is being completed in the shortest time possible, under the most strict quality controls ensuring the product our dealers are installing for you is the best it can be.

Stage 3.01: Installation

Once production has been completed our sales team will contact you to arrange your installation. Our dealers are often quite busy however our target is for most installations to occur within 2 to 5 days of production completion. We can arrange for work on Saturday if required and our installation team can be at your home to start installations from 7 am. Finish is typically around 4 pm. Our dealers or our sales team will contact you if there is a problem, such as a dealer not being able to attend site due to sickness etc and for us to either arrange for another staff member to complete their installation at the same time or to arrange another time. We do everything possible to avoid re-scheduling installation times and have additional experienced installation staff on hand to take over should the need arise. Our dealers are our team of professional sales, measuring and installation personnel who will be your main contact at Starline Security for all product and quoting price negotiations and related technical aspects of your order. We try our best to ensure that one dealer takes your entire order through from quote confirmation, check measuring and the installation. This way you will know who is coming to your home to do your installation and you have met them prior during your on-site quote or on-site check measure. We feel this is a much better way of conducting ourselves rather than having multiple staff completing the different stages and you also have one main point of contact at Starline Security dedicated to ensuring your order is completed in a timely and professional manner.

Stage 4.01: Job Completion

Once your dealer has completed your installation, cleaned up after themselves, shown you how everything works and handed over your keys, you can sit back and enjoy your new screens and doors. But hang on. Before you relax entirely there are a few more things needed to finalise your order.

Stage 4.02: Payment

You will need to complete the final payment. Your dealer can take your payment directly or you can call the office to make your final payment or via direct deposit into Starline Security's bank account. Commercial customers will need to sign off that their dealer has completed the work to their satisfaction.

Stage 4.03: Review Us

We also encourage everyone to review our dealers, our product and us and will email you links to review us with your final payment receipt. Or you can add your review here:

Word of Mouth Reviews

Google Reviews

Testimonials