Refund, Returns and Order Cancellation Policy

At Australian Native Landscapes (ANL), we are committed to providing quality products and services. This policy outlines our approach to refunds, returns and order cancellations and operates in accordance with the Australian Consumer Law (ACL).

Change of Mind, Over-Ordering and Order Cancellations

ANL does not provide refunds, credits, exchanges or order cancellations for change-of-mind purchases, incorrect ordering, over-ordering, project changes, project delays, surplus materials or where products are no longer required.

Customers are responsible for ensuring products ordered and quantities purchased are suitable for their requirements prior to placing an order.

Orders placed with ANL become binding once accepted by ANL. The scheduling of a future collection or delivery date does not, of itself, create an entitlement to cancel an order, receive a refund, obtain a credit or exchange products, except where required by law.

Any request to amend, cancel or return an order may be considered by ANL on a case-by-case basis. In determining whether to approve a request, ANL may consider factors including whether products have been specially sourced, manufactured, blended, packed, allocated, loaded, dispatched or delivered.

Where ANL agrees to a cancellation, return or credit, administration, handling, freight, collection and restocking charges may apply. Any applicable charges will reflect ANL's reasonable costs incurred in relation to the cancellation or return.

Bulk Landscape Materials

Customers are responsible for ensuring quantities ordered are suitable for their project requirements.

ANL does not accept change-of-mind returns, refunds or credits for bulk materials before or after they have been collected, delivered, spread, installed or otherwise used.

This includes, but is not limited to:

Soils
Mulches
Sands
Gravels
Pebbles and decorative stone
Compost and soil conditioners
Road base, crusher dust and construction materials

Special Orders and Custom Products

ANL does not accept change-of-mind returns, refunds, credits or cancellations for products that have been specifically manufactured, blended, mixed, cut, packed or sourced to customer requirements.

This includes special order products, non-stock items and custom landscape material blends.

Products Not Eligible for Change-of-Mind Returns or Credits

ANL may refuse change-of-mind returns or credits where products have been opened, used, installed, modified, damaged or are no longer in a resalable condition.

This includes, but is not limited to:

Hand tools and landscaping equipment
Construction tools and wheelbarrows
Irrigation products and fittings
Drainage products
Geotextiles and weed matting
Fertilisers, pesticides, herbicides and chemicals
Turf, grass seed, plants, trees and other live horticultural products, unless required under the Australian Consumer Law

Returns Process

All return requests must be approved by the relevant ANL Site Operations Manager prior to any goods being returned. This requirement does not affect any rights customers may have under the Australian Consumer Law.

Return requests should be made within a reasonable time after receipt of the goods.

Proof of purchase must be provided for all refund, credit or exchange requests.

ANL reserves the right to inspect all returned goods before determining whether a refund, credit, exchange or replacement will be provided.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law.

Where goods or services fail to meet a consumer guarantee under the Australian Consumer Law, customers may be entitled to a repair, replacement, refund or other remedy as provided by law.

If you believe a product supplied by ANL is faulty, defective, damaged or incorrectly supplied, please contact your nearest ANL location as soon as reasonably practicable so that ANL can assess the issue and determine the appropriate remedy available under the Australian Consumer Law.