Refund Policy

Terra Tanks are large, heavy products that require specialised transport and handling. This policy explains how we manage returns, delivery issues, and product claims to ensure a clear and fair process for both our customers and our team.

If a product arrives faulty, damaged in transit, or not as described, we will work with you to resolve the issue. Due to the size and nature of our products, certain limitations apply.

This policy operates alongside your rights under applicable Australian consumer protection laws.

Change of Mind

Because Terra Tanks are bulky items that require freight booking and handling, we do not offer returns for change of mind, incorrect selection, or buyer’s remorse.

We encourage customers to confirm sizing, access, and placement before ordering.

Damage in Transit

Please inspect your tank upon delivery.

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

Where damage significantly affects functionality (for example structural deformation, leaks, or non-working fittings), we will at our discretion:

• Repair the product

• Replace the product

• Offer a partial or full refund

  
  

Cosmetic Imperfections

Due to the nature of metal tanks and transport handling, minor scratches, scuffs, surface marks, paint blemishes, or small variations in finish may occur.

These cosmetic imperfections do not qualify for refund or replacement unless functionality is affected.

In rare cases, a goodwill adjustment may be offered at our discretion.

Installation & Site Conditions

Terra Tanks must be installed on a suitable, level base.

We are not responsible for issues caused by:

• Improper installation

• Inadequate base preparation

• Ground movement or site conditions

• Work performed by third-party installers

• Customer handling, relocation, drilling, or modification

Any claims must be made prior to installation or modification.

Intended Use

Terra Tanks are designed for residential plunge and soaking use unless otherwise agreed in writing. Commercial or high-use environments may void eligibility for certain claims.

Environmental Exposure & Maintenance

Exposure to coastal environments, salt, chemicals, poor water maintenance, or harsh weather may accelerate normal wear or ageing.

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 protection laws for a major defect.

Delivery & Risk Transfer

Risk transfers to the customer once delivery has occurred.

Customers are responsible for ensuring safe and suitable access to the delivery site. If delivery cannot be completed due to access restrictions, additional delivery or redelivery fees may apply.

Order Cancellations

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

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 on a case-by-case basis. False, misleading, or incomplete claims may result in denial of refund or replacement.

Limitation of Liability

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

Liability is limited to the value of the product supplied.

All claims must include clear photos and a written description of the issue. Claims are assessed on a case-by-case basis based on evidence provided.

False, misleading, or incomplete claims may result in denial of refund or replacement.

Limitation of Liability

To the maximum extent permitted by law, Terra Tanks is not liable for indirect, incidental, or consequential damages, including but not limited to installation costs, site works, loss of use, or third-party expenses. Liability is limited to the value of the product supplied.

Policy Updates

Terra Tanks reserves the right to update or modify this policy at any time. The version in effect at the time of purchase applies.

Contact

All claims and return requests must be submitted via email with photos and order details to hello@terratanks.com.au.