Overview
1.1 This Shipping and Delivery Policy explains how The Trustee for The Hardie Family Trust T/A Taralga Tree Guards (ABN 97 218 060 468) (Taralga Tree Guards, we, us or our) manages the shipping and delivery of orders placed through our website at https://mytreeguards.com.au/.
1.2 By placing an order with us, you agree to this Shipping and Delivery Policy, which forms part of our Terms of Use and any other terms of sale that apply to your purchase.
Shipping locations
2.1 We ship orders within Australia only.
2.2 We do not currently offer international shipping.
2.3 Some remote or regional locations may be subject to additional delivery times or restrictions, depending on our carriers.
Shipping costs
3.1 Shipping costs depend on:
3.2 Shipping charges will be calculated and displayed to you during the checkout process, before you confirm and pay for your order.
3.3 In some cases (for example, large or bulky orders, or deliveries to remote areas), we may need to provide a separate shipping quote after you place your order or when you contact us for a custom quote. We will let you know the shipping cost and seek your confirmation before processing payment or dispatching your order.
Order processing times
4.1 We aim to process and dispatch orders as soon as possible after payment is received.
4.2 As a general guide, orders are usually processed within a reasonable number of business days, excluding weekends and public holidays. Actual processing times may vary depending on order volume, product availability and other operational factors.
4.3 If there is a significant delay in processing your order, we will use reasonable efforts to notify you using the contact details you provided when placing your order.
Delivery methods and timeframes
5.1 We use third‑party carriers and freight providers to deliver your order. The specific carrier and method of delivery may vary depending on your location, the size of your order and other logistics requirements.
5.2 Delivery timeframes will depend on the delivery address and carrier, and may vary between metropolitan, regional and remote areas. Any delivery timeframes provided on our website or during checkout are estimates only and are not guaranteed.
5.3 Once your order has been dispatched, we may provide you with shipment or tracking details (where available) so you can monitor the progress of your delivery.
5.4 Taralga Tree Guards is not responsible for delays in delivery caused by events beyond our reasonable control, including carrier delays, traffic or weather conditions, public holidays or other disruptions.
Authority to leave and delivery instructions
6.1 At checkout, you may be given the option to provide delivery instructions, including whether you authorise the carrier to leave the goods unattended at the delivery address (Authority to Leave).
6.2 If you provide Authority to Leave, the goods will be left at your nominated address at your risk. Once the carrier has delivered the goods in accordance with your instructions, we are not responsible for any loss, theft or damage that occurs after delivery.
6.3 If you do not provide Authority to Leave, a person will generally need to be available at the delivery address to receive and sign for the delivery (if required by the carrier). If no one is available, the carrier may leave a card with instructions for redelivery or collection from a depot, collection point or parcel locker, and additional fees may apply.
Large, bulky or palletised deliveries
7.1 Some of our products may be large, heavy or palletised and may require suitable access for trucks or other delivery vehicles.
7.2 You are responsible for ensuring that the delivery location is safe and accessible, including providing any necessary access instructions, and ensuring there is adequate space to unload the goods.
7.3 In some cases, deliveries may be made to the nearest safe access point (such as the front gate, driveway or loading area), at the driver’s discretion.
Incorrect address and failed delivery
8.1 You are responsible for providing a complete and accurate delivery address and contact details when placing your order.
8.2 If you provide an incorrect or incomplete address, or if the carrier is unable to complete delivery due to access issues or no one being available to receive the goods (where required), your order may be returned to us or held by the carrier.
8.3 If a delivery fails for reasons outside our control, we may pass on any additional redelivery, redirection or storage fees charged by the carrier. You may also be required to pay additional shipping costs for re‑delivery.
Risk and title
9.1 Risk in the goods (including loss, theft or damage) passes to you when the goods are delivered to the delivery address you provide, or when they are left in accordance with your Authority to Leave instructions.
9.2 Title to the goods passes to you once we have received full payment for your order (including any applicable shipping charges), subject to any separate terms of sale.
Damaged, missing or incorrect items
10.1 You should inspect your order as soon as possible after delivery. If any items are damaged, missing or incorrect, please contact us promptly with your order details, photos (if applicable) and a description of the issue.
10.2 We may ask for additional information or evidence (such as photographs of damaged packaging or products) to assess the issue and determine the appropriate remedy in accordance with our obligations under the Australian Consumer Law and our returns or refund policies.
10.3 If goods are visibly damaged on delivery, you may choose to refuse delivery and ask the driver to return the goods to the sender. Please notify us as soon as possible if this occurs.
Click‑and‑collect (if offered)
11.1 From time to time, we may offer a collection option from our premises or another nominated location instead of delivery. Any click‑and‑collect option and applicable terms will be stated on our Website or during checkout, if available.
11.2 If you choose click‑and‑collect, we will notify you when your order is ready for collection and provide details of the collection address and times.
Changes to this Shipping and Delivery Policy
12.1 We may update this Shipping and Delivery Policy from time to time. Any changes will take effect when the updated policy is posted on our Website.
12.2 We recommend that you review this Shipping and Delivery Policy regularly so that you are aware of how we handle shipping and delivery for your orders.
Contact us
13.1 If you have any questions about shipping or delivery, or if there is an issue with your order, please contact us:
Overview
1.1 This Returns and Refunds Policy explains how The Trustee for The Hardie Family Trust T/A Taralga Tree Guards (ABN 97 218 060 468) (Taralga Tree Guards, we, us or our) handles returns, refunds, repairs and replacements for products purchased through our website at https://mytreeguards.com.au/.
1.2 This Policy should be read together with our Terms of Use and our Shipping and Delivery Policy. If there is any inconsistency, your rights under the Australian Consumer Law will always prevail.
Your rights under Australian Consumer Law
2.1 Our goods 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.
2.2 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.
2.3 Nothing in this Policy is intended to exclude, restrict or modify any rights or remedies you may have under the ACL or any other applicable law.
Change of mind
3.1 We are not required to provide a refund or exchange if you simply change your mind, make a wrong selection, or no longer need the products.
3.2 Given the bulky and specialised nature of our products, we generally do not accept change‑of‑mind returns. Any change‑of‑mind return or exchange that we agree to will be at our absolute discretion and may be subject to conditions, including:
3.3 If we agree to a change‑of‑mind return, we will confirm the conditions in writing, including where and how to return the goods and whether a restocking fee applies.
Faulty, damaged or incorrect products
4.1 If a product you receive is faulty, damaged or significantly different from its description, please contact us as soon as possible with:
4.2 Where a product has a minor problem that can be fixed within a reasonable time, we may choose to repair the product, replace it, or offer another appropriate remedy in accordance with the ACL.
4.3 Where a product has a major problem (for example, it is unsafe, substantially unfit for its normal purpose and cannot be easily fixed, or is significantly different from the description), you can choose a refund, replacement or other remedy as required by the ACL.
4.4 If damage occurs during delivery, we may need to make a claim with the carrier. Please notify us promptly and retain all packaging so that it can be inspected if required.
When refunds, returns or repairs may not be available
5.1 Subject to your rights under the ACL, we may refuse a return, repair, replacement or refund where:
5.2 We may also decline a claim where you do not provide adequate proof of purchase or sufficient information for us to assess the issue.
Return process
6.1 Do not return any products to us until you have contacted us and we have provided instructions on how to proceed. Unauthorised returns may not be accepted or processed.
6.2 If we approve a return, we will confirm:
6.3 You must package the goods securely to minimise the risk of damage in transit. If goods are further damaged in transit due to inadequate packaging, this may affect the outcome of your claim.
Return shipping costs
7.1 Where the goods are being returned because they do not meet a consumer guarantee under the ACL (for example, they are faulty or not as described), we will bear the reasonable cost of returning the goods to us or otherwise arrange collection, in accordance with our legal obligations.
7.2 Where a return is accepted for reasons other than a failure to meet a consumer guarantee (for example, an approved change‑of‑mind return), you will generally be responsible for:
Timeframes
8.1 You should inspect your order as soon as reasonably possible after delivery to ensure there are no problems. If you believe there is an issue, please contact us promptly so we can assess and resolve it.
8.2 We recommend that you notify us of any suspected faults, damage or incorrect items within a reasonable time after delivery, along with proof of purchase, to help us resolve your claim quickly.
8.3 Once we receive the returned goods (if required), we will assess them and inform you of the outcome and the remedy we will provide within a reasonable time.
Refunds
9.1 Where we provide a refund, it will generally be processed back to the original method of payment used for the purchase, unless we agree otherwise with you or are required by law to use a different method.
9.2 The time it takes for a refund to appear in your account may depend on your financial institution and payment provider.
9.3 In some cases, we may offer you a replacement or store credit instead of a refund where this is consistent with your rights under the ACL and you agree to this option.
Non‑returnable items
10.1 Subject always to your rights under the ACL, the following items may not be eligible for change‑of‑mind returns:
10.2 This does not affect your right to a remedy if the goods are faulty or fail to comply with a consumer guarantee under the ACL.
Relationship with Shipping and Delivery Policy
11.1 Delivery issues, including delays, missed deliveries or damage in transit, are addressed in our Shipping and Delivery Policy as well as this Policy. Where a problem with your order is caused by shipping or delivery, we will work with you and our carriers to determine the appropriate solution.
11.2 If goods are lost or significantly damaged in transit, you may be entitled to a replacement, refund or other remedy in accordance with the ACL and this Policy.
Contact us
12.1 If you have any questions about this Returns and Refunds Policy, or if you wish to request a return, refund, repair or replacement, please contact us:
Changes to this Policy
13.1 We may update this Returns and Refunds Policy from time to time. Any changes will take effect when the updated Policy is posted on our website.
13.2 We recommend that you review this Policy regularly so that you are aware of our current processes for returns and refunds.
