Refund policy

At Garden Yard Australia™, we want you to be confident in your purchase. Our returns policy is designed to be transparent and fair, ensuring a premium experience from order to delivery.

1. Consumer Guarantees

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Please note: We do not offer on-site repairs. Solutions for faulty items are limited to replacement parts, a full replacement, or a refund at our discretion based on the severity of the fault.

2. Contact & Authorisation

To be eligible for a return, your item must be in the same condition that you received it: unopened, unused, and in its original packaging. You will also need the receipt or proof of purchase.

For questions or to initiate a return, please fill out our Contact Form or email our Sydney-based support team at hello@gardenyard.com.au with an assured response within 4 business hours.

Return Authorisation: All returns must be sent to our designated distribution hub. If your return is accepted, we will provide instructions on the process. Items sent back to us without a prior return authorisation will not be accepted.

3. Change of Mind (COM) Policy

If you change your mind, products may be returned within 14 days of delivery.

  • Return Logistics: Return shipping is organised and covered by the customer.

  • Restocking Fee: Once received and verified at our hub, a refund will be issued for the item value minus a 15% restocking fee. Initial shipping costs are non-refundable.

  • Sale Items: Change of Mind returns do not apply to items purchased on sale. This does not affect your rights if the item is faulty.

4. Cancellations & Delivery Issues

  • In-Transit Cancellations: If a COM cancellation is made while the item is with the courier, a 10% restocking fee applies. We will attempt a "Return to Sender" interception with the carrier; however, success is subject to courier capacity. If the interception fails, the customer should reject the delivery when it arrives. If the delivery is accepted, the customer must bear all return shipping costs to our hub.

  • Delivery Failures: Returns due to customer error (e.g. incorrect address) will have the return shipping costs deducted from the refund.

5. Damages and Issues

Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately with photographic evidence so we can evaluate the issue and make it right.

6. Refund Process

Once we have received and inspected your return at our distribution hub, we will notify you of the approval status. Approved refunds are processed back to your original payment method within 10 business days. Please allow up to 15 business days for the funds to appear in your account before contacting us.