Refund Policy

1. Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This Refund Policy operates in addition to your statutory rights and does not exclude, restrict or modify them in any way.

2. Perishable Nature of Turf

Turf is a living, perishable agricultural product. It is harvested specifically to order and must be laid as soon as possible after delivery or collection — ideally on the same day.

Turf can deteriorate rapidly if:

• Laying is delayed
• Turf is stored or transported incorrectly
• The site is not prepared
• Watering is insufficient
• Soil conditions are unsuitable

It is the customer’s responsibility to ensure the site is fully prepared before delivery or collection. True Blue Turf cannot accept responsibility for deterioration caused by delayed laying, incorrect transport or storage, inadequate watering, unsuitable site conditions, or circumstances outside our control.

3. When We Will Offer a Refund or Replacement

We will offer a refund, replacement or store credit where:

4. When We Will Not Offer a Refund

We are unable to offer refunds in the following circumstances:

5. Cancellations Before Harvest

If you need to cancel your order, please contact us as soon as possible:

Phone: 08 9754 8873 · Email: info@trueblueturf.com.au

Cancellations made before turf has been harvested will be considered on a case-by-case basis. Where a cancellation is accepted, a full or partial refund may be issued depending on costs already incurred. We will advise you of any applicable fees at the time of cancellation.

6. Cancellations After Harvest

Once turf has been harvested, we are unable to accept cancellations or provide refunds for change of mind. Turf is cut specifically for your order and cannot be returned to the farm or resold.

This does not affect your rights under the ACL where a product is faulty or not as described.

7. Reporting a Problem With Your Order

If you believe there is a problem with the turf you have received, you must contact us on the day of delivery or collection.

Important: If you are not satisfied with the turf, do not accept it. You should:

• Inform the delivery driver immediately, or
• Inform farm/showroom staff upon collection

Photos should be taken and supplied to us as soon as possible.

When contacting us, please provide:

• Your order number and name
• A description of the issue
• Time-stamped photos clearly showing the condition of the turf
• Whether the turf has been laid or is still in rolls

We will assess the issue and respond within 2 business days with our proposed resolution.

8. Lawn Care Products

For lawn care products (fertilisers, wetting agents, weed control, pest control, tools and soil improvers):

• Unopened products in original condition may be returned within 14 days with proof of purchase.
• Opened products cannot be returned unless faulty or not as described.
• Chemical products cannot be returned once opened for safety reasons.
• ACL rights apply to all lawn care products.

9. Refund Process

Where a refund is approved:

• It will be processed using the same payment method used for the original purchase.
• Processing typically occurs within 5–7 business days.
• Bank processing times may vary.
• You will receive email confirmation once the refund has been issued.

In some cases, we may offer a store credit or replacement instead of a cash refund, at our discretion and in agreement with you.

10. Contact Us

To report an issue, request a refund or ask a question about this policy, please contact:

True Blue Turf
4/185 Blair Street, South Bunbury WA 6230
Email: info@trueblueturf.com.au
Phone: 08 9754 8873