Refund and Cancellations Policy
This policy applies to fresh turf purchased from Wild Horse Turf Pty Ltd, whether ordered online, by phone or directly from our farm.
Change-of-mind returns
Fresh turf is a living, perishable product cut to fulfil orders. We do not accept returns or exchanges for change of mind, including excess turf, incorrect measurements or selecting the wrong variety where we have supplied your order correctly.
This does not affect your rights under the Australian Consumer Law.
Inspecting your turf and reporting concerns
Please inspect your turf when it is delivered or collected. If you notice a problem with its condition, variety or quantity, contact us as soon as possible, preferably before laying the affected turf.
For issues apparent on arrival, please notify us by 1 pm on the day of delivery or collection where reasonably possible. If your turf arrives after 1 pm, please contact us promptly after arrival.
Prompt notification helps us assess fresh turf and resolve concerns quickly. This requested reporting time does not limit your rights under the Australian Consumer Law or prevent you from reporting a problem discovered later.
Please provide your order or invoice number, a description of the problem and, where possible, photographs of the affected turf.
Caring for fresh turf
Turf must be laid on the day of delivery or collection and watered promptly in accordance with our care instructions.
We are not responsible for deterioration caused by leaving turf on the pallet beyond that day, delayed laying, inadequate watering or other unsuitable handling or care after supply. This does not exclude responsibility for a problem that existed when the turf was supplied or otherwise limit your consumer rights.
Faulty, damaged or incorrectly supplied turf
If you believe your turf is faulty, damaged on arrival, incorrectly supplied or does not match its description, please contact us so we can assess the issue and arrange an appropriate remedy.
Where there is a major failure under the Australian Consumer Law, you are entitled to choose a refund or replacement. For other failures, we will provide the remedy required by law within a reasonable time.
Order cancellations and changes
Requests to cancel an order must be made at least 24 hours before the scheduled delivery or collection. An order is not considered cancelled until Wild Horse Turf confirms the cancellation.
For requests made within 24 hours of delivery or collection, contact us immediately. We will explain whether cancellation or changes are possible and disclose any proposed charges before seeking your agreement. This does not limit any cancellation or refund rights you have under the Australian Consumer Law.
Refunds
Where a refund is payable, we will confirm the amount and arrangements with you and process it promptly, generally using the original payment method.
Contact us
Phone: 07 5496 9790
Email: [email protected]
Your consumer rights
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law.