Refund policy

HYBUILT PTY. LTD., ABN 41 613 732 031, trading as HYBUILT Retaining Systems, of 28 Shettleston Street, Rocklea QLD 4106.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the 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 a reasonable person would not have bought them had they known about the problem.

Nothing in this policy limits those rights.

Damaged, faulty or incorrect goods

Check your delivery before you sign for it where you can, and inspect the full load within 48 hours of receiving it. If anything arrives damaged, faulty or not what you ordered, contact us on (07) 3716 0191 or at accounts@hybuilt.com.au within 7 days of delivery or pickup, with your order number and photographs of the goods and the packaging.

We will arrange a replacement, a repair or a refund depending on the nature of the failure. Where we replace goods, we cover the freight both ways.

Change of mind

We are not required to give a refund because you have changed your mind, ordered the wrong size or ordered more than you needed. We will often accept a return anyway, at our discretion, if all of the following apply:

You contact us within 14 days of delivery or pickup.
The goods are unused, undamaged and in resaleable condition.
The goods are a standard stock line and were not cut, made or ordered in specifically for you.

Change of mind returns are subject to a restocking fee of up to 20 per cent, and you are responsible for returning the goods to our Rocklea yard or for the cost of us collecting them. Original freight charges are not refunded.

What we cannot take back

Goods cut, made or specially ordered to your measurements or specification.
Bulk materials that have been tipped, spread or mixed, including drainage gravel, cement and sand.
Goods that have been installed, laid, backfilled or built into a wall.
Goods damaged after delivery by handling, storage, machinery or site conditions.

Refunds

Approved refunds are made to the original payment method. Once we have processed the refund, allow 5 to 10 business days for your bank or card issuer to show it.