Returns, Delivery & Refund Policy

Making changes to your order

To minimise errors due to the high volume of daily orders, any changes must be requested in writing/email/call. It is the responsibility of the person or organisation placing the order to confirm quantities and products are correct. No changes can be made within 48 hours of the scheduled delivery date, as some transport companies collect orders the day before. The manufacturer may charge a restocking fee if an order needs to be changed once picked.

Delivery

Retaining Wall Supplies use external transport companies and sometimes things can go wrong for whatever reason your delivery is delayed or rescheduled. This is out of our control and we will not be held liable for any financial loss.

Late or missing refunds

If you received incorrect or damaged product/s Retaining Wall Supplies will work with the manufacturer to the best of our ability to have it rectified. Retaining Wall Supplies will not be held liable to cover the cost of transport to collect and resend or cover the costs of replacement. The manufacturer will need to determine if the product is unsatisfactory before approving replacement.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Collection

Orders not collected by you or your transport company from the nominated manufacturer’s premises on the date scheduled could result in delays or a restocking fee. The manufacturer’s yard supervisor reserves the right to refuse to load if your transport is inappropriate or does not comply with the weight loads.

Returns

We cannot accept returns of concrete sleeper products or steel for change-of-mind or incorrect ordering, as manufacturers do not accept these due to transport and handling considerations.
If your order is incorrect, damaged, or compromised upon delivery, we will work with the manufacturer to have the issue rectified in accordance with Australian Consumer Law.

Refunds

If you cancel your order before we have paid the manufacturer and transport company, we can arrange a full refund (minus any credit card fees) via bank transfer within 5 business days.

For change-of-mind cancellations after payment to the manufacturer or transport company, or once a job number has been issued, no refund will be offered.

If transport was booked but no payment made to the manufacturer, the delivery charge (minus credit card fees) will not be refunded.

This does not affect your rights under Australian Consumer Law — if your order cannot be supplied, or if the goods are faulty, damaged, or not as described, we will work with the manufacturer to arrange a suitable remedy.