Last Updated: June 12th 2026

This policy sets out how we handle order cancellations, refunds and returns. It applies to all orders placed with Shantana Landscape & Building Supplies (whether online, by phone, email or in person).

1. Our Commitment to Australian Consumer Law (ACL)

We are committed to complying with the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a repair, replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. 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.

Nothing in this policy excludes, restricts or modifies any right or remedy you may have under the ACL or any other applicable law.

2. Change of Mind, Incorrect Orders and Excess Quantities

We strongly encourage customers to double-check all order details (products, quantities, delivery address and specifications) before confirming an order.

Subject to your rights under the ACL, we do not offer refunds, exchanges or returns for:

Change of mind

Incorrect ordering (e.g. ordering the wrong product or size)

Ordering excess quantities

Orders placed in error

These types of cancellations or returns are at our sole discretion and will generally not be accepted.

3. Order Cancellations Before Loading / Dispatch

If you wish to cancel an order before it has been loaded onto a delivery vehicle (excluding Special Orders – see section 5):

We may, at our sole discretion, either:

Refund the order value less a 30% cancellation fee, or

Issue a store credit for the full order value (valid for 6 months from the date of issue) with no cancellation fee

The 30% cancellation fee covers administrative costs, payment processing fees, stock allocation, and lost delivery capacity.

Cancellations must be requested in writing (email) to accounts@shantana.com.au. We will confirm receipt and advise the outcome.

4. Cancellations or Returns After Loading or After Delivery

Once an order has been loaded onto a delivery vehicle, the following charges will apply if you cancel or the delivery is returned for any reason:

The full delivery charge is forfeited

A restocking fee of $30 will apply

A return charge equal to the greater of 25% of the order value or $50 will apply

These charges reflect driver time, vehicle operating costs, scheduling losses, fuel, and other operational expenses.

If a delivery vehicle is turned away, cannot access the site safely, or the customer refuses to accept the delivery, the above charges will still apply.

5. Special Orders and Custom Products

Special Orders (including custom mixes, made-to-order products, imported or non-stock items, or any product specifically ordered for you) are final and non-cancellable.

Special Orders cannot be cancelled, refunded or returned after the order has been placed, except where required under the Australian Consumer Law.

Please ensure all details are correct before confirming a Special Order.

6. Returns for Faulty, Damaged or Incorrect Goods

If goods are faulty, damaged on arrival, or do not match your order (major failure under the ACL), you may be entitled to a remedy.

In these cases:

Contact us as soon as possible (ideally within 5 business days of delivery)

Provide photos and details of the issue

We will assess the claim in accordance with the ACL

Where a remedy is required under the ACL:

We will arrange collection or reimburse reasonable return costs where applicable

Delivery charges may be refunded in cases of major failure

Note: Bulk/loose materials (soil, mulch, gravel, sand, etc.) that have been tipped or unloaded are generally not eligible for return due to hygiene and contamination risks, except where the goods are faulty or do not meet consumer guarantees.

7. How to Request a Cancellation, Refund or Return

To request a cancellation or return, please:

Email accounts@shantana.com.au with your order number and reason for the request

Include clear photos if the issue relates to damaged or faulty goods

Await our written confirmation before taking any further action (e.g. refusing a delivery)

We aim to respond to requests within 2 business days.

8. Non-Returnable Items

The following items are generally not eligible for return or refund (except where required by the ACL):

Bulk or loose materials once delivered and tipped/unloaded

Special Orders and custom products (as per section 5)

Opened or used bagged products

Goods damaged by the customer or during unloading by the customer

9. Processing of Refunds and Store Credit

Approved refunds will be processed to the original payment method

Refund processing times vary depending on your bank or payment provider (usually 3–10 business days)

Store credit will be issued via email and is valid for 6 months from the date of issue

Store credit cannot be exchanged for cash

10. Contact Us

If you have any questions about this policy or wish to discuss a cancellation or return, please contact us:

Email: accounts@shantana.com.au Phone: (02) 4751 3977