Shipping & delivery policy

Narellan Sand, Soil & Garden Supplies will assist any customers who wish to return or exchange goods purchased. All products for return or refund must be brought to the attention of the site operations manager who carries full responsibility for authorising returns or refunds within 14 days of purchase.

All cement products cannot be returned after the purchase is made and are not bound by the terms below.

A.) RETURNING NON-FAULTY GOODS

• Retail (Non-Account) - With an Invoice
• Narellan Sand, Soil & Garden Supplies can provide a refund. All returned products must be unused, in original packaging and in saleable condition. Invoices must be valid and intact. It is our intention that refunds will be given in the original tender. Cheque and debit cards will be refunded as cash and credit card refunds must be processed back onto the original credit card. Credit card refunds may only be processed via the original card which must be present at the time of refund.
• Retail (Non-Account) - Without an Invoice
• Where invoices are raised without specific customers details, Narellan Sand, Soil & Garden Supplies will endeavour to identify transactions to the specific purchase in question. This may not always be achievable where customers can not provide sufficient information pertaining to the original purchase. All products for exchange must be unused, in original packaging and in saleable condition. Narellan Sand, Soil & Garden Supplies may require personal identification prior to processing the refund.
• Trade (Account) Returns / Exchanges
• Account customers must confirm all transaction details prior to a refund being authorised. Refunds will be credited against the trade account. Narellan Sand, Soil & Garden Supplies may choose not to authorise a refund in the following instances... Any product/s specifically manufactured to customer requirements, rather than stock products, any products used and in unsaleable condition or not in original packaging.

B.) FAULTY GOODS

• Faulty or Damaged Goods Under Warranties
• In addition to manufacturers’ guarantees on selected products, Narellan Sand, Soil & Garden Supplies and its suppliers provide a guarantee of acceptable quality on every product, by law. You are entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure.