HYBUILT PTY. LTD., ABN 41 613 732 031, 28 Shettleston Street, Rocklea QLD 4106.
This policy explains what happens when something is wrong with an order, and where we will and will not take goods back. It applies to orders placed through this website and to orders we quote and invoice. Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These guarantees sit on top of everything written below, and we cannot contract out of them.
You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
A failure is major when, for example, the goods are substantially unfit for their normal purpose and cannot easily be made fit, they are significantly different from the description or the sample you were shown, or a reasonable person would not have bought them had they known about the problem. Where the failure is major, the choice is yours: a refund, a replacement, or keeping the goods and asking us to compensate you for the drop in value. Where the failure is minor, we may choose to repair the goods rather than replace or refund them, and we will do that within a reasonable time.
These guarantees apply to goods bought for less than $100,000, and to goods of a kind ordinarily bought for personal, domestic or household use whatever they cost.
There is no fixed expiry on these rights. How long the guarantees last depends on the nature of the goods, what they cost, and what a reasonable person would expect of them. A concrete sleeper is expected to last a great deal longer than a bag of rapid set.
If goods are faulty and they cannot be returned to us without significant cost to you because of their size, weight, or the way they have been fixed in place, we will collect them at our expense. That covers most of what we sell. Please do not hire a truck to cart sleepers back to Rocklea before you have spoken to us.
We may ask for proof of purchase. Your order confirmation email or tax invoice is enough.
Change of mind
Changing your mind is not a fault, and the Australian Consumer Law does not require us to refund it. We do accept change of mind returns in limited circumstances, as a goodwill matter.
- Contact us within 14 days of delivery or collection.
- Goods must be unused, uninstalled and in resaleable condition, in their original packaging or banding where they came that way.
- You arrange and pay for return freight, or you bring the goods back to the Rocklea yard yourself.
- A restocking fee of 20 per cent of the value of the goods applies.
- Original delivery charges are not refunded.
- We refund to the original payment method once we have received the goods and checked their condition.
We do not accept change of mind returns on:
- seconds, thirds and clearance stock
- bulk drainage gravel and other loose material delivered by the truck load
- sandstone supplied and delivered packs, once the load has been tipped or unloaded
- anything we have brought in or made specially for your order
- hire
This is a goodwill position rather than a legal entitlement, and it takes nothing away from the section above.
Seconds, thirds and clearance stock
Please read this before you buy from the Seconds and Clearance range. It is where most misunderstandings happen.
Seconds and thirds are sold as seen. They are discounted precisely because they carry cosmetic faults, and each listing sets out what those faults are: surface blemishes, chipped edges and corners, formwork marks, patchy or off colour, splits, loose knots and bow in timber, and on thirds, obvious damage such as broken corners, surface cracking and heavy staining. Appearance varies from one unit to the next and from batch to batch. That variation is the product. It is expected, it is why the price is low, and it is not a defect.
The law here is specific, and it works in both directions.
Under the Australian Consumer Law, where the only reason goods are not of acceptable quality was clearly drawn to your attention before you agreed to buy them, the goods are treated as being of acceptable quality. That is exactly what our seconds and thirds listings do. So we will not accept a return because a seconds sleeper has the chips, marks or colour variation we told you it would have, or because it does not look like the photo of our full price stock that appears on the listing for comparison.
What that does not do is remove your rights. Discounting a product does not let us exclude the consumer guarantees, and we do not try to. If a seconds, thirds or clearance item:
- has a fault we did not disclose,
- is not what the listing described,
- is a different size, finish, grade or quantity from what you ordered,
- is not fit for a purpose you told us about before you bought, or
- fails structurally rather than cosmetically,
then the consumer guarantees apply in full and you should contact us. A cheap sleeper still has to be a sleeper.
Two more things worth knowing. Thirds are not represented as suitable for a structural or engineered wall, and the listing says so plainly. That is a disclosure about what the product is for, not an exclusion of your rights. If your wall is doing structural work, buy from the standard range or talk to us first. And we actively encourage you to inspect stock at the Rocklea yard, or to ask our team for photos of what is in the yard on the day, before you order. If you do inspect goods before buying and that inspection ought reasonably to have revealed the problem you later raise, that particular problem is not one we can be held to.
Sizes and quantities in the seconds and thirds range vary with what is in the yard. Where a listing is a flat price line rather than a size, please confirm with our team what is actually available before you order.
Special orders and non stocked items
Everything listed on this website is stock. We do not currently sell custom cut, made to measure or made to order goods online, so there is no separate special order category for you to worry about. Steel posts, sleepers and blocks are sold in the fixed sizes shown on each listing.
If you ask us to bring in an item we do not stock, or to make something to your measurements as part of a quote, we will tell you in writing before you pay that the item cannot be returned for change of mind. Your rights under the Australian Consumer Law still apply to it in full.
Bulk and delivered goods
Drainage gravel, sandstone supplied and delivered packs, and other loose or bulk material delivered by the truck load cannot practically be returned once they have been tipped or unloaded. There are three reasons. The material is mixed in with your site the moment it lands. The cost of recovering it is out of all proportion to what it is worth. And in the case of gravel there is a biosecurity issue.
Quarry material, including gravel, fines, sand and crusher dust, is a regulated fire ant carrier in South East Queensland. Once a load has been on your site, we generally cannot lawfully bring it back into our yard. Please get the quantity right before you order. Our team will check your take off if you ask, and the wall calculator on our home page will give you a starting figure.
So instead of a return:
- Check the load against your delivery docket before the driver leaves. A shortage or a wrong product is far easier to fix on the day than a week later.
- If we have delivered the wrong product or the wrong quantity, tell us and we will correct it. That is on us, not on you.
- If the material is faulty, contaminated or not what was described, the consumer guarantees apply and we will work out a remedy with you. Where the goods cannot sensibly be carted back, we will deal with it by refund, replacement or credit rather than asking you to return it.
- If you have simply over ordered, talk to us. We may be able to put a credit toward another order, but that is a goodwill call and it is not guaranteed.
Sandstone supplied and delivered packs are priced as full truck body loads, with the pack quantity set by what fits on the truck. Part packs cannot be returned or exchanged after delivery.
Damage in transit and shortages
Our materials travel by crane truck and they are heavy. Damage is uncommon, but it happens.
- Look over the load before the driver leaves, and note any visible damage or shortage on the delivery docket.
- Report damage to us within 7 days of delivery. Email photos showing the damage close up, the product, and where practical the load as it was delivered.
- Leave the goods as they are until we have assessed them. Do not install damaged goods. Once an item has been cut, drilled, laid or built into a wall we generally cannot assess a transit damage claim, and installation is normally treated as acceptance.
- Have your order number ready.
Where goods have been damaged in transit we will replace them or refund them at no cost to you, and we arrange and pay for the collection.
Natural variation is not damage. Sandstone varies in colour, texture and exact size from block to block and from batch to batch. Concrete finishes vary in shade between pours. Timber moves. Those are characteristics of the material, and they are described on the listings.
Hire equipment
We hire the concrete sleeper grab by the day and by the week.
Before you take it
- The grab is AS4991-2004 certified, tested and tagged, and is checked before it goes out. Look it over when you collect it or take delivery, and tell us straight away if anything is not right. Do not use it if you have a concern about it.
- Rated capacity is 350kg and the maximum opening is 140mm. Using the grab outside those limits, or for anything other than lifting sleepers, is misuse.
- A security deposit may apply and will be confirmed when you book.
While you have it
- The grab is your responsibility from the time you collect it or take delivery until it is back with us. That covers loss, theft and damage.
- Hire charges keep running until the grab is returned, so tell us if you need it for longer.
- Lift pads are wear parts. Normal wear on the pads is fair wear and tear. Damage caused by misuse is not.
When you bring it back
- Return it in the condition you received it, fair wear and tear excepted, and reasonably clean.
- We check it on return. Repair or replacement of damage beyond fair wear and tear is charged at cost.
- If the grab is not returned, we will charge the replacement cost.
Hire is a service, and services come with their own guarantees under the Australian Consumer Law. They must be supplied with due care and skill, be fit for the purpose you told us about, and be supplied within a reasonable time. If the grab is not fit for use when you get it, tell us and we will swap it or refund the hire. We do not charge for hire days lost to a fault that is ours.
Change of mind does not apply to hire. If you cancel a booking before you collect the grab, we refund the hire in full.
How to start a return or a claim
Call (07) 3716 0191, Monday to Friday, 6am to 4:30pm, or email enquiry@hybuilt.com.au. If it is easier, come and see us at 28 Shettleston Street, Rocklea QLD 4106.
Have this ready:
- your order number and the date of the order
- the product name, and the size, grade or option you bought
- how many units are affected
- what is wrong, in plain terms
- photos, including one wide shot and one close up of the problem
- your delivery docket, if the issue relates to a delivery
We will come back to you within 2 business days with what happens next. For anything faulty we will tell you whether to hold the goods for collection, and we arrange and pay for that collection where the law requires it.
Please talk to us before you arrange your own freight, hire a truck, or engage a contractor to remove or replace goods. We may not be able to reimburse costs we were never given the chance to avoid.
Refunds
Approved refunds go back to the original payment method. Once we have processed a refund, how long it takes to appear depends on your bank or card provider, and it is usually a few business days. If you paid against a quote by bank transfer, we refund to the account you paid from, and we will ask you to confirm those details in writing.
If a refund has not appeared after 10 business days, call us and we will chase it.
If you are not happy with our answer
Talk to us first. Most of what comes up is sorted out with a phone call, and we would rather fix a problem than argue about it. If we cannot reach agreement, you can contact the Queensland Office of Fair Trading or the Australian Competition and Consumer Commission for advice about your rights.
This policy was last updated in August 2026.