Returns Policy

Defects and Returns

1. For offline sales:
  1. Where the Seller (or the Seller’s carrier) has delivered the Goods to the Buyer, the Buyer shall inspect the Goods on delivery and shall within seven (7) days of delivery (time being of the essence) notify the Seller of any alleged defect, shortage in quantity, damage or failure to comply with the description or quote
  2. Where the Buyer has arranged its own freight, the Buyer shall inspect the Goods on delivery and shall within one (1) working day of delivery (time being of essence) notify the Seller of any alleged defect, shortage in quantity, damage or failure to comply with the description or quote.
  3. If the Buyer shall fail to comply with these provisions, the Goods shall be presumed to be free from defect.
2. For online sales:
  1. The Buyer shall inspect the Goods on delivery and notify the Seller of any defects prior to signing the Goods packing slip of receiving.
  2. The Goods shall be presumed to be free from any defect or damage when the Buyer signs the Goods packing slip of receiving.
3. To support the Buyer’s claims that the Goods are defective, the Buyer must provide the Seller with photos, tallies and such other reasonable evidence as may be required by the Seller prior to the Goods being installed. The Seller will then determine whether the Goods are defective by considering the specifications of the Goods quality as noted on the product sheet [available on the Website].For defective Goods, which the Seller has agreed in writing that the Buyer is entitled to reject, the Seller’s liability is limited to either (at the Seller’s discretion) replacing the Goods, repairing the Goods or refunding the Price of the Goods. If the Seller elects to replace the Goods or refund the Price of the Goods, the Buyer must return the defective Goods to the Buyer within seven (7) working days of delivery.
4. To support the Buyer’s claims regarding quantity discrepancy/shortage, the Buyer must provide the Seller with photos, tallies and such other evidence as may reasonably be required by the Seller, prior to the Goods being installed. The Seller may undertake such investigation as the Seller considers appropriate in the circumstances (and the Seller may take any factors into account the Seller considers applicable) in ascertaining and confirming the Buyer’s claim before awarding the Buyer compensation.
5. The Seller may in its absolute discretion accept a request by the Buyer to return unused Goods with original packing intact to the Seller for credit, exchange or refund. However:
  1. The Seller does not accept returns of timber or magnum board, whether it is because the Buyer has changed its mind or whether it is excess or unused. This is because timber requires specific care in storage which the Seller would be unable to guarantee in a resale;
  2. The Seller does not accept returns of excess quantity of Goods;
  3. The Seller does not accept returns of glue, paint, joint filler, liquid flashing, oils and any other product that is liquid, requires specific storage conditions or comes in a sealed container.
  4. The Seller does accept returns of Terra Lana insulation products provided the following conditions are met:
    1. The product is returned 20 working days from the receipt of order
    2. The product is a standard product from our pricelist and in its original un-opened packaging
    3. The Credit is based on our ex-factory price, excluding freight
    4. It is the customers responsibility to return the product to the Terra Lana factory
    5. The returned bales require re-bagging $20 bale restocking fee + GST
6. If the Seller determines that a refund is due:
  1. The Seller will provide a refund to the Buyer using the same method of payment as the Buyer initially paid for the Goods.
  2. The Buyer will meet the costs of shipping returns to the Seller and the costs of shipping replacement Goods to the Buyer. The Seller will pay return shipping costs if the return is the result of the Seller’s error.