Refund policy

Refund Policy – BBQ Backyard Supply Co

Last updated: 4/12/2025

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law).

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.

Nothing in this policy limits your rights under the ACL.

2. No Change-of-Mind Returns

We do not provide refunds or returns for change-of-mind, incorrect selection, or where you have simply changed your personal preference after purchase.

3. Faulty, Damaged, Incorrect or Missing Items

Please inspect your order when it arrives.
Contact us as soon as possible at bbqbackyardsupplyco@outlook.com
 if:

your item is faulty or defective

your item arrives damaged

the wrong item is delivered

an item or component is missing

the product does not match its description

We may request photos, videos or other information to assess the issue.

Where a product fails to meet a consumer guarantee under the ACL, we will offer an appropriate remedy, which may include:

repair,

replacement, or

refund.

4. Items Not Eligible for Return (Unless Faulty Under ACL)

Unless the item has a failure protected by the ACL, we cannot accept returns for:

perishable goods

customised or personalised products

items exposed to weather or damage due to misuse

products showing wear, improper use, modification or neglect

items not returned with all original components, packaging, manuals and accessories

gift cards

If you are unsure whether an issue is covered by the ACL, contact us.

5. How to Lodge a Claim

To request a remedy, email bbqbackyardsupplyco@outlook.com
 with:

full name

order number

details of the defect, damage or issue

supporting photos or video where possible

If a return is accepted, we will issue return instructions and the correct return address.
Items sent back without prior approval will not be accepted.

Where required by law, return shipping costs will be covered by us. In all other circumstances, the cost of return postage may be borne by the customer.

6. Refund Process

If a refund is approved:

it will be issued to your original payment method

processing usually occurs within 10 business days of approval

Banks and card providers may take additional time to release the funds.

If you have not received your refund 15 business days after approval, contact us at:
bbqbackyardsupplyco@outlook.com

7. Assessment and Proof

We reserve the right to inspect, test, or assess any product subject to a fault claim.
Where a fault is not confirmed, or the issue arises from misuse, incorrect installation, accidental damage or improper storage, ACL remedies may not apply.

8. Contact

BBQ Backyard Supply Co
Email: bbqbackyardsupplyco@outlook.com

Thornton NSW 2322 Australia