Refund policy

Last updated: 19 October 2026

This policy applies to all orders placed with Melbourne Garden Supply Co, a registered business name of One Road Services Pty Ltd (ABN 82 145 712 643). It should be read together with our Terms of Service.

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded.

You are entitled to a repair, replacement, or refund if goods are faulty, are significantly different from what was described, or do not do what we said they would do. You are also entitled to compensation for other reasonably foreseeable loss or damage caused by a failure of that kind.

Bulk and loose materials

Bulk and loose materials sold by volume — soil, sand, mulch, aggregates, toppings, and decorative pebbles — cannot be returned once they have been delivered and tipped. This is because the material cannot be recovered in a saleable condition once it has been unloaded, spread, or mixed with the ground surface.

This does not affect your rights where the material delivered is faulty, contaminated, short in volume, or not the product you ordered. In those cases, please see "Problems with your delivery" below.

Change of mind

We accept returns of unused, unopened, bagged products in their original, undamaged condition within 14 days of delivery, provided you have proof of purchase. Return freight is at your cost, and the original delivery charge is not refunded.

We do not accept change-of-mind returns on bulk or loose materials, for the reasons set out above. If you have ordered more than you need, please contact us before the delivery is dispatched — see "Cancellations and changes".

Inspect your delivery

Please check the quantity and condition of your materials at the time of delivery, and report any shortfall or visible problem to the driver or to us straight away. Because bulk materials are tipped on site and are quickly spread, compacted, or mixed with existing ground, claims raised well after delivery are much harder for us to verify and may not be able to be actioned.

Problems with your delivery

If your order is faulty, damaged, short, or not what you ordered, contact us within 48 hours of delivery on 1300 21 21 11 or at orders@melbgardensupplyco.com.au. Please quote your order number and include photographs of the material in place where you can — this speeds up resolution considerably.

Depending on what we find, we will arrange a top-up delivery, a replacement load, or a refund. We will confirm the outcome with you before acting on it.

Natural variation is not a fault

Soils, mulches, sands, and stone are natural or recycled products. Colour, tone, particle size, and moisture content vary between batches and across seasons, and product photography on our site is indicative only. Minor variation from photographs or from a previous order is normal and is not treated as a fault.

If colour consistency matters to your project, order the full quantity in a single delivery rather than topping up later.

Cancellations and changes

Contact us as early as you can. Before your load is dispatched, we can usually amend or cancel your order in full. Once the truck is loaded or en route, cancellation may not be possible, or may only be available as a refund less the delivery cost already incurred. Once material has been tipped, the order cannot be cancelled.

If your delivery is imminent, please call us on 1300 21 21 11 rather than sending an email.

Refunds

Approved refunds are processed back to the original payment method. Depending on your bank or card issuer, funds can take several business days to appear after we process them. No refund will be issued without proof of purchase.

Contact

Melbourne Garden Supply Co
A registered business name of One Road Services Pty Ltd (ABN 82 145 712 643)
12 Chester Road, Altona VIC 3018, Australia
Phone: 1300 21 21 11
Email: orders@melbgardensupplyco.com.au