Retaining Walls Direct www.retainingwallsdirect.com.au 1800 880 124 | sales@retainingwallsdirect.com.au 1 Pillapai Street, Charlestown NSW 2290, Australia ABN: 98 351 143 900
Retaining Walls Direct is committed to supplying quality retaining wall materials and resolving any issues fairly and promptly. This policy sets out your rights and our obligations in relation to returns, refunds, and replacements.
Nothing in this policy limits, excludes, or modifies any guarantee, right, or remedy you have under the *Australian Consumer Law_ (Schedule 2, *Competition and Consumer Act 2010_ (Cth)) that cannot lawfully be excluded.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
A major failure exists where:
For more information visit the ACCC website or consumerlaw.gov.au.
We accept returns and provide remedies in the following circumstances:
| Reason | Remedy |
|---|---|
| Goods arrive structurally damaged (cracked, fractured, broken) | Replacement or full refund |
| Incorrect product supplied (wrong size, grade, or type) | Replacement or full refund |
| Goods not as described on the Website | Replacement or full refund |
| Goods not fit for the stated purpose | Replacement or full refund |
| Missing items from your order | Replacement of missing items or partial refund |
| Major manufacturing defect | Replacement or full refund |
| Minor manufacturing defect (repairable) | Repair, replacement, or partial refund at our election |
Retaining Walls Direct does not accept returns for change of mind on the following product categories due to their weight, size, and freight costs:
For all other stocked products, change of mind returns may be considered at our discretion within 14 days of delivery, subject to:
We will confirm acceptance or rejection of a change of mind return request within 3 business days.
The following are not considered defects and do not entitle the Customer to a return, refund, or replacement:
Failure to report within the above timeframes may limit our ability to pursue a claim with the freight carrier or manufacturer on your behalf, but does not affect your rights under the Australian Consumer Law where a statutory guarantee has been breached.
Upon receiving your claim, we will:
Where the nature of the defect is disputed, we may request an independent assessment by the manufacturer or a qualified third party. We will advise you of this requirement and the expected timeframe.
Where goods are confirmed as faulty, damaged in transit, or not as described, Retaining Walls Direct will arrange and pay for return freight. You will not be required to return goods at your own expense in these circumstances.
Where a change of mind return is approved, all return freight costs are the Customer's responsibility. Goods must be returned using an appropriate heavy freight carrier capable of safely handling the product. Retaining Walls Direct is not responsible for goods damaged during return transit arranged by the Customer.
Do not return any goods without first obtaining a Return Authorisation (RA) number from us. Unauthorised returns will not be accepted and may be returned to the sender at their cost.
Refunds will be issued to the original payment method used at the time of purchase. We do not issue cash refunds for online orders.
| Refund Type | Timeframe |
|---|---|
| Credit card / debit card | 5–10 business days (subject to your bank) |
| PayPal | 3–5 business days |
| Bank transfer / EFT | 3–5 business days |
Where only part of an order is affected, a partial refund will be issued for the affected items only, including a proportionate refund of any freight charges paid for those items.
Restocking fees (where applicable) will be deducted from the refund amount. The restocking fee will be confirmed in writing before the return is processed.
Sale items are subject to the same ACL guarantees as full-priced items. Where a sale item is faulty, not as described, or not fit for purpose, you are entitled to the same remedies as for a full-priced item. Change of mind returns on sale items are not accepted.
Where a replacement is agreed, we will dispatch the replacement product within 5–10 business days of the claim being approved, subject to stock availability. Where the replacement product is unavailable, we will offer a full refund or a suitable alternative product.
Retaining Walls Direct warrants that concrete sleepers and steel posts supplied by us are free from structural defects in materials and workmanship for a period of 12 months from the date of delivery, subject to:
The warranty does not cover:
Some products carry a manufacturer's warranty in addition to our statutory obligations. Where a manufacturer's warranty applies, we will advise you at the time of purchase. Manufacturer warranty claims will be managed by Retaining Walls Direct on your behalf — you do not need to deal with the manufacturer directly.
This warranty is in addition to, and does not limit, your rights under the Australian Consumer Law.
Where goods are purchased for business, trade, or commercial purposes and the order value exceeds $100,000, the ACL consumer guarantee provisions may not apply to the full extent. In such cases, our liability is limited to the remedies set out in these Terms and any applicable manufacturer warranty. Trade customers should contact us to discuss appropriate warranty and returns arrangements for large or ongoing orders.
All return and refund requests must be submitted in writing:
Retaining Walls Direct 📞 1800 880 124 (Mon–Fri, 8am–5pm AEST) ✉️ sales@retainingwallsdirect.com.au 🏢 1 Pillapai Street, Charlestown NSW 2290, Australia
Please include in your email:
If your return or refund claim cannot be resolved directly with us, you may contact:
This policy is reviewed regularly. The current version is always published at www.retainingwallsdirect.com.au/policies/refund-policy. Continued use of our Website following any update constitutes acceptance of the revised policy.
Key strengths of this policy:
