Making changes to your order

To minimise errors due to the high volume of orders picked daily by our suppliers, orders can only be changed in writing if needing to do so and it is the responsibility of the person/organisation ordering to confirm quantities and products are correct. No changes can be made 48hrs before your scheduled delivery date as some transport companies collect the day before. The manufacturer may charge a restocking fee if the order needs to be changed once picked.

Delivery

Retaining Wall Supplies use external transport companies and sometimes things can go wrong for whatever reason your delivery is delayed or rescheduled. This is out of our control and we will not be held liable for any financial loss.

Late or missing refunds

If you received incorrect or damaged product/s Retaining Wall Supplies will work with the manufacturer to the best of our ability to have it rectified. Retaining Wall Supplies will not be held liable to cover the cost of transport to collect and resend or cover the costs of replacement. The manufacturer will need to determine if the product is unsatisfactory before approving replacement.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Collection

Orders not collected by you or your transport company from the nominated manufacturer’s premises on the date scheduled could result in delays or a restocking fee. The manufacturer’s yard supervisor reserves the right to refuse to load if your transport is inappropriate or does not comply with the weight loads.

Returns

Unfortunately, RWS cannot offer refunds due to manufacturers not accepting any returns of concrete sleeper products & steel due to transport and handling.

Refunds

If you cancel your order before RWS has paid the manufacturer and the transport company, we can arrange a full refund minus any credit card fees via a bank transfer within 5 business days. No refund will be offered if the manufacturer and the transport company were paid by RWS or if a job number was issued by the manufacturer. If the transport was booked and no payment was made to the manufacturer by RWS the delivery charge minus any credit card fees will not be refunded.
Please don’t hesitate to contact me on 0485 856 986 if you have any questions.

Need help?

Contact us at info@retainingwallsupplies.com or call us at 0485 856 986 for questions related to refunds and returns.