Refund & Return Policy

We want you to be confident in what you're buying. Because our products are consumable growing inputs — soils, amendments, nutrients and media — we don't accept returns for change of mind. Once a bag has shipped, we can't restock it. So please check your order, sizes and quantities before you check out, and get in touch if you're unsure what's right for your setup. We're happy to help.

What follows sets out when we will take something back, how to lodge a claim, and how refunds work. None of this limits your rights under the Australian Consumer Law (see below).

Change of mind

We do not offer refunds, returns or exchanges for change of mind. This includes ordering the wrong product, ordering too much, or no longer needing an item. If you're not sure what you need, contact us before ordering at store@soilsupply.co and we'll point you in the right direction.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. These guarantees apply regardless of anything else in this policy.

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

In plain terms: if what you receive is faulty, damaged in transit, not what you ordered, or not as described, we will make it right.

Damaged, faulty, wrong or missing items

Please inspect your order as soon as it arrives. If anything is damaged, faulty, incorrect or missing, contact us at store@soilsupply.co within 7 days of delivery so we can sort it out quickly.

To help us assess the issue fast, please include:

• Your order number
• A short description of the problem
• Clear photos of the item and, for transit damage, the packaging it arrived in

Once we've reviewed it, we'll offer a replacement, a refund, or another remedy as appropriate. We may ask you to return the item first, depending on the issue.

Return shipping

If we ask you to return a faulty, damaged or incorrect item, we cover the return cost. For heavy or bulky bags, we'll either arrange collection or send you a prepaid label — don't post anything back at your own expense without hearing from us first.

Items sent back to us without first contacting us cannot be accepted.

Items we can't take back

Even where a consumer guarantee claim doesn't apply, some items are non-returnable by their nature:

• Opened bags of soil, media, amendments or nutrients (unless faulty)
• Gift cards

This list doesn't override your Australian Consumer Law rights — if any of these items is faulty or not as described, the guarantees above still apply.

Refunds

Once we've received and inspected a returned item (where a return is required), we'll let you know whether your refund is approved. If approved, the refund is processed to your original payment method within 10 business days.

Please note your bank or card provider may take additional time to post the refund to your account. If more than 15 business days have passed since we approved your refund and you still haven't received it, contact us at store@soilsupply.co.

Contact

Questions about a return, a damaged order, or this policy?

Email: store@soilsupply.co