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RETURNS AND REFUND POLICY

Rb & AJ Clark Pty LTD Trading as Trend Timbers
ABN: 69 124 544 412

Your Consumer Rights

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy is in addition to your rights under Australian Consumer Law and does not limit or exclude any rights you may have.

When We Must Provide a Refund, Repair or Replacement

We will provide a remedy when products:

  • Are faulty, defective or unsafe

  • Do not match their description

  • Are not fit for their intended purpose

  • Fail to meet acceptable quality standards

  • Are significantly different from what was advertised or demonstrated

For major problems, you can choose a refund, replacement, or repair. For minor problems, we will choose to repair, replace, or refund at our discretion.

Proof of Purchase

You must provide proof of purchase (receipt, tax invoice, credit card statement, or bank statement) for all returns. We may record your identification details when processing returns without a receipt.

Return Timeframes

Your rights under Australian Consumer Law are not limited by time, however we expect you to notify us of any issues within a reasonable time after purchase. What constitutes “reasonable time” depends on the nature and cost of the product.

Custom Milled and Cut-to-Size Timber

Custom milled timber, cut-to-size products, and special orders cannot be returned for change of mind, wrong measurements, or personal preference. These products are specifically manufactured to your requirements and cannot be resold.

If you change your mind on custom milled timber that has already been processed, a 50% restocking fee will apply to cover our processing, handling, and storage costs. This fee reflects the reduced resale value and administrative costs associated with custom work.

Standard Stock Items – Change of Mind Returns

We are not required to accept returns if you simply change your mind, decide you don’t like the product, find it cheaper elsewhere, or no longer need it. However, we may choose to accept such returns at our discretion under the following conditions:

  • Items must be returned within 14 days of purchase

  • Items must be in original condition, unused, and in resaleable condition

  • Items must not have been exposed to weather or moisture

  • Original packaging must be intact where provided

  • You are responsible for return transport costs

  • Items must be returned to our premises during business hours

What We Will NOT Accept for Return

  • Timber that has been exposed to weather, moisture, or adverse conditions

  • Products that have been installed, assembled, or modified

  • Items damaged through misuse or normal wear and tear

  • Products where defects were pointed out before purchase (e.g., seconds, marked faults)

  • Tinted or custom-mixed finishes and stains

  • Products contaminated with paint, stain, nails, or other materials

Return Process

1. Contact us first: Email info@trendtimbers.com.au or call us before returning items

2. Inspection required: All returns are subject to inspection to determine eligibility

3. Return transport: You arrange and pay for return transport unless the item is faulty

4. Refund processing: Approved refunds will be processed within 10 business days to your original payment method

5. Rejected returns: Items that don’t meet our return conditions will be returned to you at your expense

Delivery and Collection Costs

  • Original delivery charges are non-refundable unless the product is faulty

  • If we need to collect large or heavy items due to a fault, we will arrange collection at no cost to you

  • For change-of-mind returns requiring collection, you will be charged actual collection costs

Warranty Claims

For warranty claims on defective products, we may need to assess the item before providing a remedy. If the assessment shows the product is not defective, you may be charged for inspection and transport costs.

Contact Information

For all returns and warranty inquiries:
Email: info@trendtimbers.com.au
Phone: (02) 4577 5277
Address: 15 Railway Rd N, Mulgrave NSW 2756

This policy may be updated from time to time. Current policy applies to all purchases.

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