Refund policy

This policy applies to concrete sleepers, galvanised retaining wall steel and accessories supplied by Outwest Sleepers.

Your consumer rights

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. For a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For other failures, you are entitled to the remedy required by law within a reasonable time.

Faulty, damaged or incorrect goods

Contact us promptly with your order number or proof of purchase, a description of the issue and photographs where practical. We may arrange a reasonable inspection to assess the issue.

Please contact us before transporting heavy goods. Where required by law, we will arrange collection or cover reasonable return costs. No restocking fee applies to faulty or incorrectly supplied goods.

Change of mind

We do not ordinarily accept returns because you have changed your mind, ordered excess materials, found a lower price elsewhere or no longer need the goods.

We may approve a change-of-mind return at our discretion. Obtain approval before returning goods. Approved goods must be unused, undamaged and in resalable condition.

For standard 80mm concrete sleepers, a 20% restocking fee applies, with a minimum fee of $165 including GST.
Any return fee for steel or accessories will be advised before you agree to the return.
You are responsible for transport costs for approved change-of-mind returns. Original delivery charges are ordinarily not refundable for these returns.

Custom and special-order goods

Custom sleepers, cut or modified steel and special-order goods cannot be returned for change of mind. This does not affect your rights for faulty goods under the Australian Consumer Law.

Seconds and clearance stock

Known defects or limitations will be disclosed before purchase. We do not accept change-of-mind returns on seconds or clearance stock. Australian Consumer Law rights still apply, taking account of the goods' condition, price and defects disclosed before purchase.

Refunds

Approved refunds are normally returned through the original payment method. The refund includes any GST paid on the refunded amount.

Concrete sleeper warranty

Eligible Outwest-manufactured concrete sleepers are also covered by our 25-year limited product warranty. This additional warranty does not replace your consumer rights.