Canberra Sand & Gravel
Last updated: 15 January 2025
This Refund & Returns Policy applies to all purchases made from Canberra Sand & Gravel (CSG), whether online or in-store. It should be read in conjunction with our Shipping & Delivery Policy and Standard Conditions of Sale & Delivery.
Nothing in this policy limits your rights under the Australian Consumer Law (ACL).
1. Faulty Goods and Consumer Guarantees
CSG complies fully with the Australian Consumer Law.
If a product is faulty, is not of acceptable quality, does not match its description, or does not meet a consumer guarantee, you are entitled to a remedy which may include a repair, replacement or refund, depending on the nature of the issue.
Faults must be reported as soon as reasonably practicable after delivery or collection, with supporting information where requested.
2. Change of Mind Returns
Bulk tipped loads and custom products
Due to the nature of bulk materials, bulk tipped loads, custom blends or mixes, and materials supplied loose or tipped on site are not eligible for return or refund for change of mind once delivered or tipped.
Bagged products, pavers and sundry items
The following items may be eligible for return: bagged products, pavers, and sundry or accessory items.
Items must be unused, unopened and in saleable condition. Returns must be requested within 30 days of purchase and valid proof of purchase is required. Approved returns may be subject to a restocking fee.
3. Order Changes and Cancellations
Orders may be changed or cancelled prior to dispatch or loading, subject to availability. Once an order has been loaded or dispatched, changes may not be possible. If changes are requested after loading, delivery fees or additional charges may apply.
4. Natural Product Variations
CSG supplies natural materials including sand, soil, gravel, stone and landscaping products.
Variations in colour, texture, size or composition are a natural characteristic of these products and are not considered faults. Such variations do not constitute grounds for a refund or return.
Product images and descriptions are provided as a guide only.
5. Proof of Purchase
All refund or return requests must be supported by a valid proof of purchase, such as a tax invoice or order confirmation.
6. Refund Processing
Approved refunds will be processed to the original payment method used at the time of purchase. Refund processing times may vary depending on your financial institution.
Delivery fees and associated charges are non-refundable, except where required under Australian Consumer Law.
7. Assessment and Approval
All returns and refund requests are subject to assessment by CSG to ensure compliance with this policy and applicable consumer laws.
CSG reserves the right to refuse a return or refund where conditions of this policy are not met.
8. Contact Us
To request a refund or return, or if you have questions about this policy, please contact:
Canberra Sand & Gravel
Email: weborders@cansand.com.au
Phone: 02 6280 4133
Address: 4 Johns Pl, Hume ACT 2620
