Returns & Refunds Policy - Oak Garden & Building Supplies
Owned and operated by Dhaliwal Asset Holdings Pty Ltd (ABN 32 641 670 591)
Last updated: 28 August 2026
Oak Garden & Building Supplies (“we”, “our”, “us”) aims to provide quality products and reliable service. This Returns & Refunds Policy outlines how we manage returns in accordance with the Australian Consumer Law (ACL).
This policy applies to all purchases made online or in‑store unless otherwise stated.
Change‑of‑Mind Returns
Change‑of‑mind returns may be requested within 7 days of purchase. Approval is not guaranteed and is assessed case‑by‑case at our discretion.
To be eligible, goods must be:
- unused and in original condition
- in original packaging (where applicable)
- accompanied by proof of purchase (invoice, receipt, or delivery docket)
Restocking fee applies to approved change‑of‑mind returns unless otherwise specified.
Non‑Returnable Items
The following products cannot be returned or refunded for change‑of‑mind:
- Loose materials sold by cubic metre or tonne (including soil, sand, gravel, mulch, screenings, and similar products)
- Colourbond fencing products
- Timber fencing products
- Special orders or non‑stocked items
- Custom or cut‑to‑length products (cut sleepers, cut timber, cut steel, custom fence panels, etc.)
- Pavers ordered specially or in non‑stocked ranges
- Any product that has been installed, used, altered, or damaged after delivery
These items cannot be resold or repurposed; therefore, no returns are accepted.
Restocking Fees
Some products may be eligible for return (subject to approval) but will incur restocking fees due to handling, storage, and inspection requirements:
- Timber sleepers: 20% restocking fee
- Concrete sleepers: 20% restocking fee
- All other eligible products: 20% restocking fee
All returned goods must be delivered back to our yard at the customer’s cost unless otherwise agreed.
Faulty or Damaged Goods
If you believe a product is faulty or damaged, please notify us within 24 hours of delivery or collection.
Under the Australian Consumer Law, you may be entitled to a repair, replacement, or refund if the product is confirmed to have a major defect.
Please note:
- Minor variations in concrete sleeper dimensions, surface texture, or hairline cracks are normal manufacturing tolerances and do not constitute a defect.
- Natural products (timber, stone, mulch, bark, soil) may vary in colour, size, or texture — these variations are not faults.
We may request photos or evidence to assess the issue.
Delivery‑Related Returns
Delivery fees, re‑delivery fees, and collection charges are non‑refundable.
If goods cannot be unloaded due to site access issues, unsafe conditions, or incorrect delivery information, additional delivery charges may apply.
Returns Process
To request a return:
- Contact us by phone or email with your order details and reason for return.
- We will assess eligibility and advise whether the return is approved.
- Approved returns must be brought back to our yard for inspection.
- Once inspected, we will confirm whether a refund, credit, or exchange applies.
Refunds are issued to the original payment method only.
Product Variation Disclaimer
Our products are naturally sourced or recycled, and variations can occur. Differences in colour, texture, size, moisture content, or appearance may exist between the product displayed and the product supplied.
We recommend visiting our Garden Centre if you require confirmation of product characteristics before purchasing.
These natural variations do not constitute grounds for return or refund.
Consumer Guarantees
Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a remedy if a product is faulty, unsafe, or significantly different from its description.
Contact Us
Oak Garden & Building Supplies
Dhaliwal Asset Holdings Pty Ltd (ABN 32 641 670 591)
Email: sales@oakgardensupplies.com.au
Phone: 0408103301
Address: 615 Donnybrook Road, Kalkallo VIC 3064