Special Order Terms & Conditions
At Australian Landscape Supplies, Special Order items are products we do not keep in stock and must be ordered specifically for you. These items will be labelled “Special Order” on our website and quotes. Because Special Orders are custom-sourced or made-to-order, they carry different return and cancellation conditions than our regularly stocked products. Please read these terms carefully so you know what to expect when you order a Special Order item.
How It Works
- Ordering: When you place a Special Order, it’s an offer to us to purchase that item. We will confirm the order once payment is processed. (For large orders, we may require a deposit up front.)
- Payment: Full payment (or a deposit on larger orders) is usually required at the time of order. This helps secure the item from our supplier.
- Lead Times: Special Order lead times vary by product and supplier. Please refer to the product page.
- Delivery: If you opt for delivery, you’ll be notified when the item is shipped. Please ensure someone is available at the delivery address to accept the delivery, or contact us to arrange safe delivery.
Changes & Cancellations
We understand things change, so please contact us immediately if you need to modify or cancel your order. However, because Special Orders are placed with our suppliers on your behalf, cancellations or changes can incur costs. Under Australian Consumer Law, stores are not required to offer refunds simply due to a change of mind.
- Cancellation Costs: If you cancel a Special Order after we’ve placed it, you may be charged any fees or costs we incur (e.g. supplier cancellation charges or restocking fees).
- Delivery Changes: If you change your shipping or pickup arrangements after your order has shipped or is ready, additional fees (like re-delivery charges) may apply.
Returns, Refunds & Warranty
Because Special Orders are custom-made or ordered in for you alone, we cannot accept them back for a refund or exchange unless there is a genuine fault or warranty issue. These items are treated as a final sale.
- Faulty or Damaged Goods: If a Special Order item is defective, damaged in transit, or does not match the description, you are entitled to a remedy under Australian Consumer Law.
- Change-of-Mind: We do not offer returns or refunds for change-of-mind on Special Orders. This includes situations where you ordered the wrong item, no longer want the item, or found it cheaper elsewhere.
- Restocking & Handling Fees: If a return or cancellation is approved due to a fault, any reasonable handling, shipping or restocking costs charged by the supplier may be deducted from your refund. We will clearly explain these charges before processing your refund.
Your Rights under Australian Consumer Law
Australian Consumer Law guarantees your right to a remedy if a Special Order item has a major problem, such as being unsafe, not as described, or unfit for purpose. In such cases, you may be entitled to a refund or replacement. However, ACL does not provide a right to return items simply because you changed your mind. Our policy aligns with these laws.
Summary of Key Points
- Special Order items are custom-ordered and marked “Special Order” on the website and quotes.
- Lead times: 2–5 business days for pickup, 3–10 business days for delivery (subject to availability).
- Payment: Full payment or a deposit is required to confirm the order.
- Cancellations: May incur supplier, handling, or transport fees if changed after the order is placed.
- Returns: Not available for change of mind. Returns are only accepted for faulty items or under ACL rights.
- Warranty: Faulty items are covered under Australian Consumer Law and may be repaired, replaced, or refunded.
If you have questions about your Special Order or need help understanding these terms, our team is here to help. Please contact us before placing your order to ensure you're confident in your purchase.