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Refunds & Returns 

 

General Policy

We do not offer refunds for change of mind purchases.

Returns may be accepted at our discretion in limited circumstances and must meet all of the following conditions:

  • Returned within 7 days of purchase

  • Unused and in original condition

  • In original packaging

  • Proof of purchase provided

Where a return is approved, a restocking fee of up to 20% may apply.

Freight and delivery charges are non-refundable.

Custom orders, special orders, and made-to-order products (including custom concrete sleepers, non-stocked items, and bespoke orders) are strictly non-refundable.

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Faulty, Damaged or Incorrect Products

In accordance with Australian Consumer Law, you are entitled to a replacement, repair or refund where a product:

  • Has a major failure

  • Is significantly different from its description

  • Is not fit for its intended purpose

  • Is unsafe

To lodge a claim:

  • Notify us within 48 hours of receiving the product

  • Provide proof of purchase

  • Provide photos or supporting evidence where applicable

We may require inspection of the product prior to approving any remedy.

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Concrete, Landscaping & Natural Materials

Products supplied may contain natural variations in colour, texture, size, and finish.

The following are considered normal characteristics and are not deemed faults:

  • Minor chips or surface imperfections

  • Efflorescence

  • Colour variation between batches

  • Natural ageing and weathering effects

Products that have been installed, cut, modified, or otherwise altered are not eligible for return or refund unless required under Australian Consumer Law.

We strongly recommend all materials are inspected prior to installation.

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Timber Products (Pergolas & Outdoor Structures)

Timber is a natural product and will respond to environmental conditions such as sunlight, moisture, temperature changes, and humidity.

The following are natural characteristics of timber and are not considered defects:

  • Surface checking or cracking

  • Shrinkage, expansion, or movement

  • Warping or twisting over time

  • Colour variation and natural ageing

  • Resin bleed (where applicable)

These characteristics do not affect structural integrity when products are installed correctly and maintained appropriately.

Timber structures require ongoing maintenance, including sealing or oiling where applicable, to maintain appearance and performance.

Once installed, assembled, modified, or exposed to site conditions, timber products are not eligible for return or refund except where required under Australian Consumer Law. Manufacturer warranty terms may also apply where relevant.

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Equipment Hire

  • No refunds are provided for early return of hired equipment

  • Equipment must be returned clean and in the same condition as supplied

  • Damage, misuse, or missing fuel will incur additional charges

  • Bond refunds (if applicable) are processed after inspection

  • Cancellations made within 24 hours of booking may incur a cancellation fee

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Delivery

Customers are responsible for ensuring suitable and safe site access for delivery.

Where delivery cannot be completed due to access issues, redelivery fees may apply.

Delivery fees are non-refundable once goods have been dispatched.

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Refund Processing

Where approved, refunds will be processed via the original payment method where possible.

Please allow 5–10 business days for processing.

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Contact

Complete Landscaping & Property Solutions
Email: info@completelandscaping.com.au
Phone: 0489 154 808

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