Shipping Policy

Retaining Walls Direct www.retainingwallsdirect.com.au 1800 880 124 | retainingwallstores@gmail.com 1 Pillapai Street, Charlestown NSW 2290, Australia ABN: 98 351 143 900

Last Updated: June 2026

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1. Introduction & Scope

This Shipping Policy forms part of the terms and conditions governing all purchases made through www.retainingwallsdirect.com.au and applies to all customers, including residential buyers, landscapers, builders, and civil contractors (collectively, "the Customer").

Retaining Walls Direct (ABN: 98 351 143 900) is a materials supplier only. We do not provide installation, engineering, or construction services. All logistics are managed through third-party freight carriers selected at our discretion.

This policy must be read in conjunction with our Terms of Service, Return & Refund Policy, and Legal Notice.

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.

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2. Delivery Coverage

We deliver to metropolitan, regional, and select remote areas across all Australian states and territories:

Remote & Rural Surcharges Postcodes classified as remote or very remote by Australia Post or freight carriers may attract additional surcharges. Where a surcharge applies, we will notify you within 2 business days of order placement with a revised freight quote. You may:

• Accept the revised quote and proceed
• Cancel your order for a full refund with no penalty

We will never dispatch goods to a remote postcode without your written acceptance of any additional freight cost.

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3. Freight Carriers & Dispatch

We engage reputable third-party freight and logistics providers including heavy haulage, flatbed, and crane-truck operators suited to the weight and dimensions of our products. Carrier selection is at our discretion based on your location, order size, and product type.

Dispatch Timeframes Orders are typically processed and dispatched within 2–5 business days of payment confirmation, subject to stock availability and manufacturer lead times. During peak periods or for large orders, lead times may be extended — we will advise you at the time of order.

You will receive dispatch confirmation and, where available, a tracking number or carrier reference once your order has left our warehouse or the manufacturer's premises.

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4. Estimated Delivery Timeframes

The following are estimated timeframes from date of dispatch, not from date of order:

These timeframes are estimates only and are not contractual delivery dates. Delays may occur due to carrier capacity, weather events, natural disasters, industrial action, public holidays, or other circumstances beyond our reasonable control (force majeure). Retaining Walls Direct will not be liable for indirect or consequential financial loss arising from carrier delays.

Time-Critical Orders: If your project has a fixed start date or deadline, contact us on 1800 880 124 before placing your order so we can provide a realistic delivery assessment.

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5. Delivery Conditions — Heavy Freight

Concrete sleepers, steel H-beam posts, and associated materials are heavy, bulky products. The following conditions apply to all deliveries and form part of your agreement with Retaining Walls Direct.

5.1 Kerbside Delivery

Unless otherwise agreed in writing, all deliveries are kerbside only. The carrier will deliver to the nearest accessible kerbside point. It is the Customer's sole responsibility to arrange sufficient labour, equipment, and machinery to move goods from the kerbside to the installation site.

5.2 Site Access Requirements

The Customer must ensure:

• Driveway and access road width is sufficient for a heavy freight vehicle (typically 19m semi-trailer or rigid truck)
• Overhead clearance is adequate (minimum 4.6m)
• Ground load capacity can support a fully laden heavy vehicle
• No obstructions (parked cars, low branches, gates) prevent safe access

Where a delivery cannot be completed due to inadequate access provided by the Customer, a failed delivery fee will apply, and re-delivery will be charged at the carrier's standard rate. Retaining Walls Direct accepts no liability for damage to driveways, paths, lawns, retaining structures, or other property caused during delivery where access was provided or authorised by the Customer.

5.3 Tail-Lift, Crane & Hiab Delivery

Some orders require tail-lift, Hiab crane, or specialised equipment for safe unloading. Where this applies, we will advise you at the time of order confirmation. Additional charges may apply for specialised unloading equipment. These charges will be disclosed before dispatch.

5.4 Attended Delivery

A responsible adult (18+) must be present at the delivery address to accept, inspect, and sign for the delivery. If no authorised person is present:

• The carrier may leave a card and rebook delivery (re-delivery fees apply)
• If an Authority to Leave (ATL) has been granted by the Customer, goods are left entirely at the Customer's risk. Retaining Walls Direct and the carrier accept no liability for theft, damage, weather exposure, or loss of goods left unattended under an ATL instruction.

5.5 Delivery to Manufacturer's Premises (Direct Dispatch)

Where orders are dispatched directly from a manufacturer's or supplier's yard:

• The Customer or their nominated transport company must collect on the scheduled date and within the agreed time window
• Failure to collect may result in storage fees or a restocking fee charged by the manufacturer, which will be passed on to the Customer
• The yard supervisor reserves the right to refuse loading if the Customer's transport vehicle is overloaded, structurally inappropriate, or does not comply with applicable road transport weight limits under the Heavy Vehicle National Law (HVNL)
• No refund will be issued for refused loads until the order is rescheduled and successfully collected

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6. Order Changes & Cancellations

6.1 Requesting Changes

All change requests must be submitted in writing via:

• Email: retainingwallstores@gmail.com (include your order number and full details of the change)
• Phone: 1800 880 124 (followed by written confirmation)

Verbal requests alone cannot be accepted or actioned. The Customer is solely responsible for verifying that all products, quantities, specifications (including MPa grade, length, and colour), and delivery details are correct at the time of ordering.

6.2 Change Cutoff Period

• Changes may be accommodated up to 48 hours before the scheduled dispatch or collection date
• Within 48 hours of dispatch, changes cannot be guaranteed as freight carriers may have already collected the consignment
• Changes requested after dispatch will incur all associated redirection, return freight, and re-delivery costs, which are payable by the Customer

6.3 Restocking Fees

Where an order has been picked, packed, or loaded by the manufacturer or supplier prior to a change or cancellation request, a restocking fee of up to 15% of the affected order value (minimum $50) may apply. The exact fee will be confirmed in writing before the change is processed. The Customer may withdraw the change request if they do not accept the restocking fee.

6.4 Cancellations

Custom-cut sleepers, non-standard lengths, and special-order products are non-cancellable and non-refundable once production has commenced, except where the goods are faulty or not as described under the Australian Consumer Law.

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7. Inspection of Goods — Customer Obligations

Given the weight and nature of our products, damage can occur in transit. The following obligations apply to all customers:

1. Inspect all goods at the time of delivery — before the driver leaves where possible
2. Note any visible damage, shortage, or discrepancy on the carrier's Proof of Delivery (POD) / delivery docket before signing. Signing without notation constitutes acceptance of goods in apparent good condition
3. Photograph all damage — including packaging, strapping, and the goods themselves — before moving or using any item
4. Report damage, shortage, or incorrect goods to Retaining Walls Direct within 48 hours of delivery by emailing retainingwallstores@gmail.com with:
   • Your order number
   • Clear photographs of the damage
   • Description of the issue
   • Signed POD (if available)
5. Do not dispose of damaged goods or packaging until the claim is resolved

Failure to inspect at delivery or report within 48 hours may limit our ability to pursue a freight claim on your behalf with the carrier. However, this does not affect your statutory rights under the Australian Consumer Law where goods are not of acceptable quality, regardless of when the defect is discovered.

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8. Damaged, Incorrect & Missing Goods

8.1 Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a remedy where goods:

• Are not of acceptable quality (safe, durable, free from defects, acceptable in appearance)
• Do not match the description or sample provided
• Are not fit for purpose for which they were supplied or represented

For a major failure, you may choose a full refund or replacement. For a minor failure, we may choose to repair, replace, or refund. We will not require you to return goods at your own expense where the goods are confirmed as faulty or damaged through no fault of your own.

8.2 Transit Damage — Our Process

1. Submit your claim within 48 hours with photos and order number
2. We will assess the claim within 2 business days and liaise with the manufacturer and freight carrier
3. Where transit damage is confirmed, we will arrange replacement or refund at no cost to you
4. Where the carrier is at fault, we will pursue the freight claim on your behalf — you will not be required to deal with the carrier directly

8.3 Cosmetic Variation — Not a Defect

Concrete sleepers are a manufactured construction product. The following are not considered defects and do not entitle the Customer to a refund or replacement:

• Minor surface chips or edge spalling that do not affect structural integrity
• Natural colour variation between batches
• Surface texture variation
• Minor surface marks or scuffs from handling

We will advise you of these characteristics at the time of purchase where relevant.

8.4 Structural Defects

Any crack, fracture, or failure that affects the structural integrity of a sleeper or post is considered a defect and will be remedied under the ACL and our warranty terms. See our Return & Refund Policy for full warranty details.

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9. Commercial & Trade Customers

Where goods are purchased for business, trade, or commercial purposes (i.e., not as a consumer under the ACL), the following additional terms apply:

• The ACL consumer guarantee provisions may not apply to the full extent where the goods are acquired for business use and the order value exceeds $100,000 (per Competition and Consumer Act 2010, s.3)
• Trade customers are responsible for ensuring their transport vehicles comply with all applicable road transport laws, including the Heavy Vehicle National Law (HVNL)
• Trade accounts with agreed credit terms are subject to separate Trade Account Terms and Conditions available on request
• Bulk order lead times and freight arrangements will be agreed in writing prior to dispatch

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10. Force Majeure

Retaining Walls Direct will not be liable for any delay or failure to deliver where such delay or failure is caused by circumstances beyond our reasonable control, including but not limited to: natural disasters, floods, bushfires, extreme weather, pandemic restrictions, port closures, industrial action, carrier insolvency, or government-imposed restrictions. In such circumstances, we will notify you as soon as practicable and work with you to arrange an alternative delivery date or, where delivery is no longer possible, a full refund.

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11. Title & Risk

• Title (ownership) of goods passes to the Customer upon receipt of full cleared payment
• Risk in the goods passes to the Customer upon:
  • Delivery to the nominated delivery address and signing of the POD; or
  • Collection from the manufacturer's or supplier's premises by the Customer or their nominated carrier; whichever occurs first
• Where an Authority to Leave has been granted, risk passes at the time the carrier leaves the goods at the delivery address

Retaining Walls Direct recommends that Customers arrange appropriate insurance for goods in transit where the order value is significant.

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12. GST & Invoicing

All freight charges displayed at checkout are inclusive of GST. A tax invoice including itemised freight charges will be issued upon dispatch. For trade customers requiring a separate freight invoice, please contact us at retainingwallstores@gmail.com.

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13. Freight Cost Adjustments

Freight costs are calculated at checkout based on postcode, estimated weight, and dimensions. In rare circumstances (e.g., remote postcodes, oversized loads, or carrier rate changes), the actual freight cost may differ from the checkout estimate. Where an adjustment is required:

• We will contact you before dispatch with the revised freight cost
• You may accept the revised cost or cancel your order for a full refund
• We will never dispatch goods and invoice additional freight without your prior written consent

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14. Disputes & Contact

For all shipping enquiries, delivery issues, or claims:

Retaining Walls Direct 📞 1800 880 124 (Mon–Fri, 8am–5pm AEST) ✉️ retainingwallstores@gmail.com 🏢 1 Pillapai Street, Charlestown NSW 2290, Australia

We aim to respond to all enquiries within 1–2 business days.

If a dispute cannot be resolved directly with us, you may contact:

• NSW Fair Trading — 13 32 20
• ACCC — 1300 302 502
• Australian Financial Complaints Authority (AFCA) — where a payment dispute is involved

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15. Policy Updates

This policy is reviewed regularly and updated as required. The current version is always published at www.retainingwallsdirect.com.au/policies/shipping-policy. Continued use of our website following any update constitutes your acceptance of the revised policy. Material changes will be notified via email to registered customers where practicable.

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What's new in this version vs the previous draft:

• Trade/commercial customer clause (Section 9) — critical for B2B liability management
• Force majeure clause (Section 10) — legally protects you from carrier-caused delays
• Freight cost adjustment clause (Section 13) — prevents disputes over checkout vs actual freight
• HVNL reference — legally relevant for collection/direct dispatch scenarios
• Expanded cosmetic vs structural defect distinction (Section 8.3/8.4)
• ATL risk transfer explicitly stated in Title & Risk (Section 11)
• Transit insurance recommendation — protects high-value orders
• Expanded delivery timeframe table with granular regional breakdown
• AFCA added to dispute resolution pathway