Shipping and Returns
We can ship to virtually any address in Australia. Please do take note that in certain circumstances there are some restrictions that do apply and we have listed these below for your information:
- Should the order be unable to be delivered to or left at the delivery address, re-delivery fees will apply.
- If “Authority to Leave” is requested, please be aware that the courier retains the discretion NOT to leave the goods unattended, including where the courier deems it to be unsafe to do so – re-delivery fees will apply in this instance.
When you place your order, we will forward an email to you providing an estimated shipping and delivery date which will be based on the availability of your items.
If you are wishing to provide “Authority to Leave” your order, please advise of this upon placement of order and we will organise this with the courier. But again, please refer to the two restrictions above as to why re-delivery fees will be applied if this occurs.
Please also note that the delivery rates for many items we sell are weight and size based. To reflect the policies of the courier companies we use, all pricing will be rounded up to the next full dollar.
Utilising your own chosen courier. All that we require (if you chose this option) is your chosen freight courier details along with any required paperwork that needs to be attached to the pallet.
Please be aware to source pricing from courier companies that specialise in “SENSITIVE FREIGHT”.
If you do choose to go with your own courier and damage does occur during transit, then we will not be held liable for any damage incurred once your feature is picked up from our warehouse (photos will be taken prior to packaging and after packaging which will be emailed to you for your records).
Our freight cost includes insurance to cover any damage incurred during transit so if damage does occur, we will organise to have it returned to us, a new feature made & delivered back out to you ASAP at no extra cost.
Pick-up is available directly from our warehouse.
INTERNATIONAL BUYERS – PLEASE NOTE:
Import duties, taxes & charges are NOT included in the item price or shipping charges. These charges are the buyer’s responsibility.
Returns ONLY accepted if damage has occurred due to a manufacturing fault (damage to frame) and/or damaged during original transit via courier (please note: your claim will become obsolete if damage occurs after feature/item transferred again to another location by other sources).
Returns/Replacements are only accepted within 7 days from delivery.
Unfortunately, we DO NOT accept returned items outside of the above ie. “change of mind”, “does not suit area”, “marks in stone ie. colour changes/marks” (all of our stacked stone may have some visible differences in colour/appearance – this is a natural occurrence in the actual stone, not due to a manufacturing fault).
If the return is a result of our error ie. you received an incorrect or defective item, we will organise with our courier for pick-up & return (less original freight costs), again only if notified within 7 days from delivery.
You should expect to receive your refund within four weeks of returning your feature to us, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the courier (1 to 5 business days), the time it takes us to process your return once we receive it (2 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you do need to proceed with returning an item, please Contact Us as soon as possible with your order number and reasoning as to why your water feature is being returned. We will then call and/or email yourself ASAP to discuss how to proceed with the returns process.