Refund policy

Return & Refund Policy

 

Terra Grills Pty Ltd – ACN 685 440 439 | ABN 89 685 440 439

Address: 4/7 McPhail Rd, Coomera QLD 4209

Email: info@terra-grills.com

 

1. Australian Consumer Law

 

The Australian Consumer Law provides consumers with a number of consumer guarantees that cannot be excluded or limited.

 

This Cancellation & Returns Policy is therefore subject to, and will not apply to the extent that it limits or excludes, any such consumer guarantees or other rights you may have under the Australian Consumer Law (Non-Excludable Rights).

 

2. Relationship with our Terms & Conditions

 

This Cancellation & Returns Policy is governed by, and is to be read together with, the Terra Grills Terms & Conditions, which apply to all purchases of our Goods.

 

(You can link your Terms page here once it’s live.)

 

3. Cancellations, Exchanges and Returns – Online Orders Only

 

All orders for Terra Grills products are placed online or directly with us (there are no in-store purchases). This section applies to online / direct orders only.

 

(a) Change of mind – cancellation before delivery

Subject to any Non-Excludable Rights, you may request to cancel an Order placed online prior to dispatch of the Goods.

  • We will confirm in writing whether cancellation is accepted.
  • If accepted, any refund or Store Credit will be handled in accordance with this Policy and our Terms & Conditions.

 

(b) Change of mind – returns after delivery

Subject to any Non-Excludable Rights:

  • You may request to return or exchange an Order placed online within seven (7) days of the Goods being delivered or collected,
  • Provided that the Goods are returned as new and in their original condition.

 

For the purposes of this clause, “as new and original condition” means:

  • The Goods are in their original packaging (including all components, accessories and manuals).
  • The Goods have not been used, installed, altered, damaged, stained or exposed to fire/heat.
  • The Goods are clean, free from odours, and suitable for re-sale.

 

(c) Store Credit only

Any approved cancellation, exchange or return for change of mind will be provided in the form of Store Credit only.

  • Terra Grills will deduct any delivery, collection or handling costs associated with the return from the value of the Store Credit issued.
  • No cash refunds will be provided for change of mind, except where required by the Australian Consumer Law.

 

(d) Inspection of returned Goods

Store Credit will only be issued once:

  • The Goods have been received at our warehouse, and
  • Terra Grills has inspected the Goods and confirmed that their condition complies with the “as new and original condition” requirements in clause (b).

 

If the Goods are not in original condition, Terra Grills may:

  • Reject the return, and
  • Require you, at your cost, to either:
    • Arrange collection of the Goods from the location we nominate; or
    • Reimburse Terra Grills for any re-delivery fees.

 

If Goods are not collected within 21 days from the date you are notified that the return has been rejected, Terra Grills may, at its discretion, dispose of or donate the Goods with no further liability to you (subject to any Non-Excludable Rights).

 

(e) How to return Goods

Once delivered, Goods can be returned in the following way, where a return has been approved in advance:

  1. Bulky / Large Goods (e.g. Portico units and frames)
    • Terra Grills can arrange collection from the delivery address or another agreed location.
    • The cost of collection may be deducted from any Store Credit issued (unless otherwise required by law).
  2. Smaller Goods (e.g. accessories)
    • You may return the Goods using your own courier at your cost to:

Terra Grills Pty Ltd

4/7 McPhail Rd

Coomera QLD 4209

    • You must ensure the Goods are adequately packaged and insured in transit. Terra Grills is not responsible for damage or loss in transit where you arrange the courier.

 

(f) Free delivery promotions

If Goods being returned were purchased during a “free delivery” promotion, Terra Grills reserves the right to charge you the actual delivery and/or collection cost incurred by Terra Grills in connection with that Order, and deduct this from any Store Credit issued, subject to any Non-Excludable Rights.

 

(g) Goods that cannot be cancelled or returned for change of mind

Subject to any Non-Excludable Rights, Terra Grills will not consent to an Order cancellation, exchange or return, or provide any Store Credit under this Policy in respect of:

  1. Custom or non-standard Goods, including:
    • Products manufactured or customised to your specifications;
    • Non-stock or special-order items.
  2. Clearance, ex-display or discontinued products, where stated as such at the time of sale.
  3. Goods that have been used, installed, damaged, or exposed to fire, other than in the course of proper use and in accordance with our care instructions.

 

(h) How to request a cancellation, exchange or return (change of mind)

To request a change of mind cancellation, exchange or return, please contact:

 

Terra Grills Customer Support

Email: info@terra-grills.com

Address: 4/7 McPhail Rd, Coomera QLD 4209

 

Please include:

  • Your full name
  • Order number
  • Date of purchase
  • Details of the item(s) you wish to cancel/return
  • Reason for your request
  • Photos of the Goods (if already delivered)

 

Any cancellation or return that we approve will be granted subject to this Cancellation & Returns Policy and the Terra Grills Terms & Conditions.

 

4. Defective Goods

 

All returns for Defective Goods will be handled in accordance with the Defects / Warranty clause of the Terra Grills Terms & Conditions and the Australian Consumer Law.

 

You must, as soon as reasonably possible after delivery or collection:

  • Check whether the Goods are defective, damaged in transit or not as described, and
  • Stop using the Goods if a defect is identified.

 

Any defect notice should be given to Terra Grills using the contact details in this Policy.

 

Except for any rights and remedies you may have under the Australian Consumer Law or our Terms & Conditions, Terra Grills will not be liable for Defective Goods unless you notify us with full details and a description within a reasonable period from delivery or collection, being a period within which it would be reasonable to expect the relevant defect to be identified or become apparent.

 

If you do not notify us within this time, and subject to any Non-Excludable Rights, you may be deemed to have accepted the Goods.

 

5. No refunds or exchanges for change of mind (unless allowed above)

 

Please take care when placing an order through our Website or directly with us, including confirming dimensions, access, finishes and suitability for your intended use.

 

Subject to any Non-Excludable Rights and this Policy:

  • We do not offer refunds for change of mind; and
  • Exchanges or returns for change of mind will only occur where specifically approved under this Policy and the Terra Grills Terms & Conditions and will generally be provided as Store Credit only.

 

6. Contact – Terra Grills Customer Support

 

We want your experience with Terra Grills to be as seamless as possible.

 

If you wish to cancel an order, request a return, or notify us of a defect, please contact:

 

Terra Grills Pty Ltd

4/7 McPhail Rd

Coomera QLD 4209

Email: info@terra-grills.com

 

Any cancellation, return or remedy that we approve will be granted subject to this Cancellation & Returns Policy, the Terra Grills Terms & Conditions, and any rights you may have under the Australian Consumer Law.

If you’d like, I can now:

  • Compress this into a Shopify page layout (with headings & spacing), or
  • Turn it into shorter, customer-friendly FAQ answers for your FAQ page while this full policy sits in the footer.