Shipping & Returns

Retaining Walls Direct operates through an Australia-wide network of trusted concrete sleeper manufacturers, building materials suppliers, and installation specialists. When you place an order, we source your materials from the partner closest to your project — not shipped cross-country from a single depot. This keeps freight distances short, delivery costs lower, and lead times faster than any single-location operation can offer.

Our supply partners carry the same high-quality concrete sleepers, galvanised steel posts, drainage products, and accessories available through our online store. Delivery is arranged by your local partner using the most appropriate heavy vehicle for your order size and site conditions — typically a crane truck (Hiab) for kerbside delivery, a flat-deck for large commercial orders, or appropriate alternative where access requires it.

In most metropolitan and regional areas across Australia, our local partners can also provide professional retaining wall installation services. If you need a complete supply-and-install solution, ask your Account Manager when requesting a quote — we will connect you with the right local team for your project.

Because your order is fulfilled by the supply partner closest to your project, freight costs are typically lower than single-depot operations who ship nationally from one location. Freight pricing is confirmed at time of order based on your exact delivery suburb, total order weight, vehicle type, and site access conditions. The ranges below are indicative for standard kerbside delivery across our partner network.

* Lead times from date of confirmed full payment. Ranges are indicative only. Actual pricing depends on order weight, exact suburb, and site access conditions. Your exact delivered price is confirmed before payment is processed.

Crane trucks and heavy freight vehicles used by our supply partners require specific site conditions. Please review these requirements before ordering — failed deliveries due to undisclosed access issues will incur a re-delivery fee.

Road & Kerb Access

• The delivery vehicle must be able to park within 20 metres of the drop point
• Minimum clear road width of 3.0 metres either side during unloading
• Road must be sealed or firm hardstand — no soft ground or unsealed roads that cannot support 15–20 tonne vehicles
• Minimum 5.0 metres overhead clearance for crane arm operation — check for powerlines, trees, and awnings
• All obstructions (parked cars, bins, etc.) must be removed from the drop zone before the delivery window

Kerbside Placement

• Standard deliveries are kerbside only — materials placed at the kerb or nature strip adjacent to your property
• Delivery vehicles do not enter driveways or private property without prior written agreement
• Drop area must be firm and level — no soft lawn, steep slopes, or unstable surfaces

Who Needs to Be Present

A responsible adult (18+) or designated representative must be on site during the delivery window. If no one is available, the driver will not leave materials unattended without prior written authorisation. A re-delivery fee will apply.

Delay Surcharges

If delivery takes longer than estimated due to access issues or obstructions, a waiting surcharge of $120/hr (inc. GST) may apply. You will be notified before any surcharge is raised.

Wet Weather & Unsafe Conditions

In the event of severe weather or unsafe site conditions, our delivery partner reserves the right to reschedule at no additional cost. You will be notified as early as possible to arrange an alternative date.

Re-delivery fees range from $150–$500+ depending on location and vehicle type. If materials must be returned to the supply partner depot due to refusal, the customer is responsible for both outbound and return freight costs.

Damaged Materials in Transit

• Inspect all materials before signing the delivery docket — check each pack for visible cracking, breakage, or damage
• Note damage on the delivery docket and photograph immediately
• Report in writing within 24 hours of delivery to sales@retainingwallsdirect.com.au with your order number and photos
• Claims submitted after 24 hours may not be accepted
• Signing the docket without noting damage constitutes acceptance in good condition

Where transit damage is confirmed and reported within 24 hours, we arrange replacement or issue a credit note. We are not liable for consequential costs (labour, installation delays, etc.) arising from damaged goods in transit.

Change of Mind Returns

• Contact us within 48 hours of delivery — requests after this period will not be accepted
• Products must be unused, undamaged, and in original condition
• Return freight is entirely at the customer's expense — you arrange and pay for collection
• A 15% restocking fee applies, deducted from the refund
• Refunds issued after materials are inspected and confirmed resaleable

Damaged or Defective Goods

• Report within 24 hours of delivery to sales@retainingwallsdirect.com.au
• Include order number, clear photos, and description of the issue
• We arrange replacement, credit note, or partial refund at our discretion
• Collection of confirmed defective items arranged at our expense

Incorrect Items Delivered

• Notify us within 24 hours of delivery with order number and photos
• We arrange collection and redelivery of correct products at no additional cost
• Where redelivery is not possible, we issue a full refund for affected items

Non-Returnable Items

• Custom-cut orders — any sleeper or post cut to a non-standard length
• Opened or partially used drainage, concrete, sealer, or aggregate products
• Goods damaged after delivery due to installation, handling, or site conditions
• Clearance or end-of-line stock sold as-is
• Items installed, embedded in concrete, or incorporated into any structure

Refund Processing

Approved refunds processed within 5–7 business days of receiving and inspecting returned goods. Refunds issued to the original payment method. Credit card processing fees are non-refundable. Original outbound freight charges are non-refundable unless the return is due to our error.

Australian Consumer Law

Nothing in this policy limits or excludes any consumer guarantee, right, or remedy under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). For further information, visit the ACCC website.