Returns & Refunds

We want you to be completely satisfied with your purchase from Tom Grady Rural Merchandise. If something isn't right, we'll do our best to fix it.

Our Guarantees

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 to a repair or replacement if goods are not of acceptable quality. The policy below is in addition to those rights — it does not limit them.

Change of Mind Returns

We accept change of mind returns within 30 days of purchase, provided the item is:

• Unused and in original condition
• In original packaging
• Accompanied by proof of purchase (your order confirmation)

Return freight costs for change of mind returns are at the customer's expense.

Special orders: special-order items over $100 may incur a 15% restocking fee, at the discretion of Tom Grady Rural Merchandise. Where our supplier charges a restocking or return-freight fee on the item, an additional freight component may also be passed on to cover that cost.

Cancelling an Order

You may cancel an order any time before it has been dispatched or marked ready for collection, for a full refund to your original payment method. Please contact us as soon as possible on (07) 5482 1692 so we can stop the order before it ships.

Damaged in Transit

If your order arrives damaged, please inspect it on delivery and contact us within 7 days with photos of the damage and the original packaging. We will arrange a replacement, repair, or refund at no cost to you.

Faulty Goods

If a product develops a fault, you are covered under the Australian Consumer Law for a reasonable period based on the type of product and its expected lifespan — there is no fixed time limit. Contact us with your proof of purchase and details of the fault, and we will arrange a repair, replacement, or refund as required by law.

Products That Cannot Be Returned

• Opened chemicals, pesticides, or fertilisers (for safety and regulatory reasons)
• Vaccines and temperature-sensitive products once collected
• Custom or special-order items (except where faulty)
• Items that have been used, mixed, or modified

How to Return an Item

1. Contact us at (07) 5482 1692 or via our contact form to initiate the return.
2. We'll provide return instructions and a return authorisation number.
3. Pack the item securely and include your order number.

Refund Processing

Approved refunds are processed within 5 business days to your original payment method.

This policy is in addition to your rights under the Australian Consumer Law.