Term & Conditions for online purchases

Please read carefully and accept the terms and conditions of Richmond Sand & Gravel’s online store before proceeding with your order.

Any deliveries made to remote locations could incur additional delivery charges. After receiving your order we will review your delivery instructions and location, if we anticipate any issues one of our sales staff will contact you to obtain more detailed information about your delivery location. We reserve the right to refuse any delivery for any reason.


When can I expect delivery of my order?

Delivery times are supplier specified and subject to change, customers will be given 48 hours notice of the delivery day which will generally be within 14 days of purchase date. Customers cannot request specific times or dates unless a special freight request is made and approved at the time of sale.

Customer may be subject to special delivery fee if special freight time/days/date are requested.


Do I need to be on site when my delivery arrives?

All Deliveries must be inspected and signed off by the customer or a customer’s representative at the time of delivery to ensure the correct product, colour, and quantity has been delivered and delivered in new and undamaged condition.

If a customer or customer representative cannot be present at the time of delivery, Richmond Sand & Gravel will assume no responsibility for the product once it has left our care and delivery trucks.


Where will my delivery be placed on site?

Your delivery will placed on the kerbside. You acknowledge that if you wish for us to cross the kerb to deliver your products all damages or breakages to kerbing or the site will become the customer’s responsibility.

We are bound by and comply with WorkCover regulations. Your product will be placed where our drivers deem the most safe and accessible section of the delivery site.

If you want us to access your site via neighbouring land, you are required to obtain written permission from the relevant property owner prior to delivery and any damage to the site will be your responsibility.

Should the driver not be able to determine a safe location or there is no obvious space to place the product on site and you or your representative are not on site at time of delivery, the driver will try to contact you to seek instructions.

In the event you can’t be contacted the driver will not unload your order and will return it to our depot and await instructions. If your order is returned to our depot Richmond Sand, Gravel & Landscaping will charge a re-delivery fee to re-deliver the order to site.


What happens if my order arrives and it’s incorrect or damaged?

If stock is damaged due to manufacturing issues or Richmond Sand & Gravel Transport, you must advise Richmond Sand and Gravel within 24 hours of receiving goods otherwise Richmond Sand & Gravel cannot replace stock.


If I’ve chosen the wrong colour or miscalculated my quantity, can I return the product?

Please choose carefully as we cannot offer returns, refunds or exchanges on any online purchase due to change of mind or making an incorrect selection, so please make sure your colour, quantity and product is chosen carefully. All online purchases are ‘special orders’ and therefore cannot returned to Richmond Sand & Gravel or the manufacturers. Please be aware that your computer monitor may not accurately display the product colour on screen.


Once I’ve placed and paid for my order can I change my order?

If for any reason you wish to add to or reduce your original order quantity, please contact us as soon as possible after placing your order. If your order has already been collected from the supplier it won’t be able to be changed. In the event that we do accept a change to your order we will charge a $30.00 (Inclusive of GST) administration charge.


Do you have a returns policy?

PLEASE MAKE YOUR SELECTION CAREFULLY. We do not generally offer refunds or exchange if you simply change your mind or have chosen the wrong product. If the goods arrive and are faulty, weren’t as described or don’t perform as they meant to we will offer you an exchange or credit.


Can I collect my order rather than have it delivered?

Customers can choose to collect the product from either our Lismore or Ballina Yards but will have to ensure they can hand load themselves if the product cannot be forklifted onto your transport in one load. Richmond Sand & Gravel cannot supply sales staff for manual loading on any online purchase due to the heavily discounted pricing.

If you choose to collect your product from either our Lismore or Ballina yard, there will be an inwards freight charge. Please contact us prior to placing your order to obtain a quote for inward freight for your purchase.


Will you honour an online price I saw on a previous visit to Richmond Sand and Gravel’s website?

Richmond Sand & Gravel are continuously updating & reviewing our online prices and prices are subject to change DAILY and without warning, prices will not be held and only the current advertised price will be honoured, so if customers can not commit to the price on the day then they are subject to new pricing, and previous advertised pricing cannot be used as quotes & will not be honoured by Richmond Sand & Gravel.

If Customer needs to re-order product they are subject to the new current advertised pricing, and no previous purchase price will be honoured.


What else do I need to know?

Richmond Sand & Gravel has allocated maximum times for site deliveries, if our time on site runs over these allocated times (see our freight times per pallet) due to site access issues or customer’s requests onsite, customer will incur a truck hire fee of $150 per hour or part thereof charged in 15 minute increments.

Before you complete your purchase please ensure you have satisfied yourself as to the colour, textures and size of the product you are ordering as they may vary from what you are viewing on your computer monitor. You may do this by either viewing or purchasing a samples. We recommend you purchase the full amount you require plus an allowance for wastage, generally 10% as often there are minor variations that can occur between batches. We do not issue replacements or refunds for batch variations.