Refund policy

Stock Tanks are large, heavy products that require specialised transport and handling. This policy outlines how we manage returns, delivery issues, and product claims to ensure a clear and fair process.

This policy operates alongside your rights under Australian Consumer Law.

30-Day Money-Back Guarantee

If you're not satisfied with your Stock Tank, you may request a full refund within 30 days of delivery. To be eligible:

You must contact us at hello@terratanks.com.au within 30 days of delivery
Return freight to the nearest metro warehouse is the customer's responsibility
The tank must be in resaleable condition (normal use wear is fine)

Once the tank is received back and inspected, we will process your refund to the original payment method. This guarantee applies to stock tank products only and does not apply to accessories, custom orders, or seconds stock.

Damage in Transit

All tanks must be inspected immediately upon delivery or collection.

If your tank arrives damaged, you must notify us within 48 hours and provide clear photos of the issue.

Nothing in this section limits your rights under the Australian Consumer Law. The 48-hour window applies to transit-damage claims so we can deal with the freight carrier promptly. It does not affect your consumer guarantee rights if a product is faulty or not of acceptable quality.

Claims made outside this timeframe may not be accepted.

Where damage significantly affects functionality (such as structural deformation, leaks, or non-working fittings), we will work with you to resolve the issue, which may include repair, replacement, or refund where appropriate.

Depot Pickup (Important)

For depot collections, the customer is responsible for inspecting the tank before leaving the depot.

Any damage must be reported immediately at the time of collection. Claims for damage after leaving the depot may not be accepted.

Cosmetic Imperfections

Due to the nature of galvanised steel and freight handling, minor scratches, scuffs, surface marks, or variations in finish may occur.

These are considered normal and do not qualify for refund or replacement unless functionality is affected.

Installation & Site Conditions

Stock Tanks must be installed on a suitable, level, well-drained base.

We are not responsible for issues caused by:

Improper installation
Inadequate base preparation
Ground movement or site conditions
Work carried out by third-party installers
Customer handling, relocation, drilling, or modification

All claims must be made prior to installation or modification.

Intended Use

Stock Tanks are designed for residential plunge and soaking use unless otherwise agreed in writing.

Commercial or high-frequency use may void eligibility for certain claims.

Environmental Exposure & Maintenance

Exposure to coastal environments, salt, chemicals (including chlorine), poor water maintenance, or incorrect pH levels may accelerate wear and corrosion.

As these conditions are controlled by the user and cannot be monitored by Terra Tanks, this is not considered a product defect.

Custom Orders & Seconds Stock

Custom, modified, clearance, or “seconds” stock items are final sale and cannot be returned except where required under consumer law.

Order Cancellations

Orders cancelled prior to dispatch may be eligible for a refund minus any costs already incurred, including processing, freight booking, or customisation.

Orders that have shipped cannot be cancelled.

Refund Processing

Approved refunds will be issued to the original payment method unless otherwise agreed. Processing times vary depending on the payment provider.

Evidence & Assessment

All claims must include clear photos and a written description of the issue.

Claims are assessed based on the evidence provided. False, misleading, or incomplete claims may result in denial.

Limitation of Liability

To the maximum extent permitted by law, Terra Tanks Pty Ltd is not liable for indirect or consequential losses, including installation costs, site works, loss of use, or third-party expenses.

Liability is limited to the value of the product supplied.