Returns & Refunds Policy
Last updated: 27 August 2026
At Saltram Rural, we take pride in the quality of our products and the care that goes into preparing every order. We understand that occasionally something may not be quite right, and we are always happy to have a conversation with you to work out the best way forward.
This policy explains our approach to returns, exchanges and refunds while recognising your rights under the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
1. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a remedy where a product has a major failure, and you may be entitled to a repair, replacement or refund where a product has a minor failure.
A product may have a major failure where, for example, it is substantially different from its description, is unsafe, is not fit for its usual purpose, or cannot reasonably be fixed within a reasonable time.
Where a product does not meet a consumer guarantee, Saltram Rural will provide the remedy required under the Australian Consumer Law.
For further information about your rights, you can visit the Australian Competition and Consumer Commission (ACCC) website.
2. Change-of-Mind Returns
If you simply change your mind about a purchase, you are not automatically entitled to a refund or exchange under the Australian Consumer Law.
However, we are happy to consider change-of-mind returns on a case-by-case basis.
Where we agree to accept a change-of-mind return, the following conditions may apply:
- The product must be unused and in its original condition.
- The product must be returned in suitable condition for resale.
- Any original packaging should be retained where reasonably possible.
- The customer is responsible for the reasonable cost of returning the product to Saltram Rural.
- Original delivery or freight charges are generally non-refundable for change-of-mind returns.
- For large, bulky or difficult-to-transport products, the customer is responsible for arranging and paying for return freight unless otherwise agreed with Saltram Rural.
- A refund will generally be processed once the returned product has been received and inspected.
We reserve the right to decline a change-of-mind return where the product has been used, altered, damaged, assembled, installed, cut, modified, finished or otherwise made unsuitable for resale.
These conditions do not apply where you are exercising a right under the Australian Consumer Law because a product has a fault or otherwise does not meet a consumer guarantee.
3. Handmade, Made-to-Order & Custom Products
A number of Saltram Rural products are made, prepared or modified specifically for an individual order.
This may include, but is not limited to:
- Custom-sized fencing components
- Custom-cut timber
- Custom gates and gate configurations
- Made-to-order entrance gates
- Made-to-order fencing
- Custom entranceway components
- Timber prepared or modified to a customer's specified dimensions
- Products that have been pre-morticed, pre-cut, pre-finished or otherwise specially prepared for an order
- Other products that have been manufactured or altered specifically at the customer's request
Because these products may not be suitable for resale to another customer, we generally cannot accept a change-of-mind cancellation, return or exchange once production or preparation has commenced.
Before proceeding with a custom or made-to-order product, we encourage customers to carefully check all measurements, quantities, specifications, finishes and other selections.
Where appropriate, we may contact you to confirm details before commencing production.
This does not affect your rights under the Australian Consumer Law. If a custom or handmade product has a fault, is not as described, is not fit for the purpose for which it was supplied, or otherwise fails to meet a consumer guarantee, we will assess the issue and provide the appropriate remedy required by law.
4. Timber Products & Natural Variations
Timber is a natural product. Variations in colour, grain, knots, texture, density and appearance are inherent characteristics of Australian timber and are not necessarily defects.
Timber may also naturally develop changes over time due to weather, sunlight, moisture and environmental conditions.
Our timber products may therefore vary from photographs, samples or other pieces of timber previously supplied.
Where a particular timber species, finish, size or specification has been selected, we will supply the product in accordance with the relevant product description and agreed specifications.
Natural variation does not affect your rights under the Australian Consumer Law where the product is otherwise defective, not as described or fails to meet a consumer guarantee.
5. Finished, Cut, Treated or Modified Products
Products that have been cut, finished, oiled, painted, treated, assembled, modified or otherwise prepared specifically for an order may not be eligible for a change-of-mind return.
This includes products supplied with finishes such as SaltraGuard finishes, as well as timber that has been specially cut or prepared to a customer's requirements.
Where a product is defective or does not meet a consumer guarantee, this policy does not prevent you from seeking a remedy under the Australian Consumer Law.
6. Large, Bulky & Freighted Products
Some Saltram Rural products are large, heavy or difficult to transport. This includes fencing, gates, entranceway kits, pergola kits, horse shelters, long lengths of timber and other substantial timber products.
For change-of-mind returns, the customer is responsible for the reasonable cost of returning these products to Saltram Rural.
This may include freight, transport, loading, unloading or other reasonable costs associated with returning the product.
Because freight costs for large timber products can be substantial, we recommend contacting us before arranging a return so that we can discuss the most practical and economical option.
Where a product is found to have a fault covered by the Australian Consumer Law, Saltram Rural will meet its obligations regarding reasonable return, collection, repair, replacement or refund costs as required by law.
We will not require a customer to pay return freight where doing so would unlawfully limit their rights under the Australian Consumer Law.
7. Damaged Products
We take care when preparing and dispatching orders, but timber and other large products can occasionally be damaged during transport.
If your order arrives damaged, please contact us as soon as reasonably possible and provide photographs of:
- The damaged product
- The packaging or protective materials, where applicable
- The freight label
- The overall condition of the delivery
This information helps us assess what has occurred and work with you and the freight provider to resolve the issue.
Please do not dispose of significantly damaged packaging or products until we have had an opportunity to assess the issue, unless doing so is necessary for safety reasons.
Your rights under the Australian Consumer Law are not dependent on notifying us within an arbitrary timeframe. We simply ask that you contact us as soon as reasonably possible so that we can assist you efficiently.
8. Faulty, Incorrect or Defective Products
If you believe your product is faulty, defective, unsafe, significantly different from what you ordered, or otherwise does not meet a consumer guarantee, please contact us.
We may ask for photographs, measurements, order details or other information to help us assess the issue.
Depending on the circumstances and the nature of the problem, we may offer a repair, replacement, refund or other remedy in accordance with the Australian Consumer Law.
We may need to inspect the product before determining the appropriate remedy.
Where a product has a major failure, you may have the right to choose between a refund and replacement, subject to your rights under the Australian Consumer Law.
Where a failure is minor, we may be entitled to repair or replace the product within a reasonable time.
9. Incorrect Products or Order Errors
If we have supplied an incorrect product, incorrect quantity or product that does not match your confirmed order, please contact us.
We will work with you to correct the issue.
Where the error is ours, we will not expect you to bear costs that we are legally required to cover.
10. Installation & Alteration
Before installing, cutting, painting, finishing, modifying or otherwise altering your Saltram Rural products, please check that the products supplied are correct and suitable for your intended application.
Where a product has been installed or modified before an issue is identified, please contact us before removing, altering or disposing of the product where reasonably possible.
Nothing in this section limits your rights where the product itself does not meet a consumer guarantee.
11. Refunds
Where a refund is approved, we will generally refund the relevant amount using the original payment method, unless otherwise agreed or required by law.
Refund processing times may depend on your payment provider or financial institution.
For approved change-of-mind returns, any agreed deductions or return costs will be discussed with you before the refund is processed.
We will not deduct return, restocking or other costs from a refund where doing so would be inconsistent with your rights under the Australian Consumer Law.
12. Exchanges
We may offer an exchange for eligible change-of-mind returns at our discretion.
Custom, made-to-order, modified, cut, finished or otherwise specially prepared products may not be eligible for change-of-mind exchange.
Where an exchange relates to a product that does not meet a consumer guarantee, we will handle the matter in accordance with the Australian Consumer Law.
13. Sale & Clearance Items
Sale or clearance pricing does not remove your rights under the Australian Consumer Law.
Change-of-mind returns on sale or clearance products may be subject to the same conditions outlined in this policy, depending on the product and the circumstances of the purchase.
Any known faults or imperfections that were clearly disclosed before purchase will not generally constitute a fault for which you can later seek a remedy, provided the issue disclosed is the same issue being relied upon.
14. How to Request a Return or Discuss a Problem
We don't want the returns process to be difficult.
If you have an issue with your order, or simply want to discuss whether a return may be possible, please get in touch with us before sending anything back.
Saltram Rural
Email: info@saltramrural.com.au
Phone: 1300202959
Address: 3/1 Hampden Park Road, Kelso, NSW 2795
Please include your order number and, where relevant, photographs and a brief description of the issue.
We're always happy to have a conversation and work through the situation with you. If there is a genuine problem with one of our products, our priority is to find a fair and practical solution.
15. Your Rights
This policy is intended to explain our returns process in straightforward terms. It does not replace or limit your rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
For more information about Australian Consumer Law and consumer guarantees, visit the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.
If you are unsure whether an issue qualifies for a return, repair, replacement or refund, please contact us. We would much rather have a conversation and work it out with you than make the process difficult.