Returns Policy

Faulty Product Returns:

Richmond Sand and Gravel takes the upmost care in trying to ensure that no faulty product is supplied or delivered to a customer, however in the event a faulty item is received – the customer is to notify Richmond Sand & Gravel as soon as practicably possible in writing to either saleslismore@rsgl.com.au or salesballina@rsgl.com.au with proof of the fault or damage.

Richmond Sand & Gravel reserves the right to choose from the following;

  • Return the damaged/faulty item to the supplier for a warranty claim,
  • Replace the damaged stock or
  • Refund the customer for the item.

** Note only the cost of the faulty product will be refunded – bank fees will not be refunded **

Non Faulty Returns:

Richmond Sand & Gravel will not refund customers on non-faulty items, which is a result of change of mind, miscalculation or if you have found the product elsewhere.

See consumer rights under the Fair Trade and ACC guidelines below;

Occasions when consumers aren’t entitled to a repair, replacement or refund.

Consumers are not entitled to a repair, replacement, or refund under the consumer guarantees if:

  • they got what they asked for but simply changed their mind, found the product cheaper somewhere else, or decided they didn’t like the purchase or had no use for it. However, if a business has a ‘change of mind’ policy, they must follow it.
  • the problem with the product was caused by the consumer misusing it.
  • they knew of or were made aware of the problem with the product before they bought it (but they may be entitled to a repair, replacement, or refund for a different problem with the product that wasn’t made clear to them before they bought it)
  • asked for a service to be done in a certain way against the advice of the business.
  • the problem with a service was caused by the actions of someone other than the business.

Special Circumstances; If approved by Senior Management – a non-faulty purchase may be returned and a credit applied to the customers account, this will incur a 20% restocking fee.

  • Store Credit cannot be redeemed for cash/bank transfer refunds.
  • Proof of purchase must be supplied
  • Applications for returns must be made within 5 days from purchase date in writing.

Quoted Projects:

If a customer accepts a quote, and requests to pre-pay the amount, and later decides they cannot proceed, $50 admin fee plus any other costs incurred by Richmond Sand & Gravel (site visits, quoting fees, bank fees) will be deducted from the amount reimbursed.

Customers that have used a prepaid invoice to obtain government grants will not be eligible for refunds as this is deemed fraudulent.

Bulk Product Returns:

Bulk product that has been loaded into a customers vehicle or delivered will not be eligible for return or refund unless error has occurred by Richmond Sand & Gravel.

Special Order Items (non-stocked items)

Special Ordered / Not Stocked items will NOT be eligible for returns, refunds or store credit – unless item is faulty.

Store Credit will not be refunded by cash or bank transfer.

Due to New Fraud Regulations and banking regulations, refunds must be applied for by the customer in writing to either saleslismore@rsgl.com.au or salesballina@rsgl.com.au this includes faulty items – details of the reason for the return and proof of the fault must be produced, once again refunds for miscalculations and change of minds will not be eligible.

Once the refund is approved by Senior Management, the cardholder must produce identification in store to prove they are the card holder and the person that made the purchase, and the refund must be credited to the same account / card that the purchase was made on.

This refund process may take up to 5 business days.