Refund Policy | The Lawn IQ

Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For goods, 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 does not amount to a major failure.

For services, including your personalised Growing Plan, if there is a major failure you can cancel and get a refund for the unused portion, or compensation for its reduced value. If the failure is not major, you are entitled to have it fixed in a reasonable time, and if we do not, to cancel and be refunded for the unused portion.

These rights apply to discounted and sale items too. Nothing in this policy limits them.

Faulty, damaged, incorrect or missing items

Report damage or a missing delivery within 7 days of delivery or expected delivery.
We will replace or refund the item.
We pay the return freight, and no restocking fee applies, where an item is faulty, damaged, unsafe, not as described, or we sent the wrong thing. That is your right under the Australian Consumer Law, not a courtesy, and the change of mind rules below do not apply to it.
Do not use a product you believe is faulty. Store it safely and keep the packaging and label.

You do not need to return an item before we resolve it if returning it is impractical, for example where the product is hazardous or has been part-applied. Contact us and we will tell you what we need.

Change of mind

This section applies only where you have simply changed your mind. If an item is faulty, damaged, unsafe, not as described, or the wrong thing was sent, the section above applies instead — there is no restocking fee and we pay the freight.

You have 30 days from delivery — counted from the day the goods arrive, not the day you ordered — to request a change of mind return. The 30 days applies to your request reaching us, not to the goods getting back to us. We accept the return where the item is:

unused and unopened, with any seal or lid security intact
in its original packaging and in resaleable condition
accompanied by proof of purchase

A 20% restocking fee applies to change of mind returns and is deducted from your refund. It applies to returned goods only. It is never charged on anything you paid for that was never delivered to you — where a payment covers goods we have not sent, that part is refunded in full.

All our prices are in Australian dollars and include GST, shown as a single figure. The 20% is worked out on the GST-inclusive price you actually paid, so it is a deduction from that amount rather than a separate charge added on top.

Return freight for change of mind returns is at your cost and is not refunded. Our products are heavy and freight is a real cost. The original delivery charge is not refunded either. Once we receive and inspect the item we refund what you paid for it, less the 20% restocking fee.

Request a return first by emailing hello@thelawniq.com. Items sent back without an approved return cannot be processed.

Returns address: 189 Kenny Rd, Chambers Flat QLD 4133, Australia

Items we cannot accept back for change of mind

For safety and regulatory reasons we cannot accept the return of:

opened chemical products, including insecticides, herbicides, pre-emergents and plant growth regulators
opened liquid fertilisers, biostimulants and wetting agents
opened granular fertilisers
gift cards

This does not affect your rights if one of these items is faulty, unsafe or not as described. If a chemical product is faulty, do not return it to us by post. Contact us first and we will arrange safe handling.

Subscriptions

Our recurring lawn care plans are covered by this policy in the same way as any other order: if a delivery arrives damaged, incomplete or incorrect, contact us and we will replace or refund it.

Cancelling a subscription is a separate thing from a refund. Cancelling stops future payments; it does not by itself refund a payment already taken, because you still receive the delivery that payment covers — we never charge for a term and then withhold it. How and when to cancel, the 7-day cut-off before a payment on a quarterly plan, and how we notify you of price changes are all set out in our Subscription & Cancellation Policy.

An annual plan is a committed 12-month term and cannot be cancelled part way through. The 30-day return window above is the only way out of one before the term ends, and you must ask us inside those 30 days. Deliveries you have already received can then be returned under the change of mind rules above, with the 20% restocking fee deducted, and deliveries we have not yet sent are refunded in full. Your rights under the Australian Consumer Law sit alongside this and are not affected by it.

How refunds are paid

Approved refunds are paid in Australian dollars to your original payment method within 10 business days of approval, for the GST-inclusive amount you paid less any restocking fee that applies. Your bank may take a few days more to post it. If more than 15 business days have passed since we approved a refund, contact us.

Exchanges

The quickest way is to return the item under this policy and place a new order.

If you are not happy with our decision

Email hello@thelawniq.com and we will review it. If we cannot resolve it, you can contact the ACCC at accc.gov.au or the Queensland Office of Fair Trading at qld.gov.au/fairtrading.

Contact

The Lawn IQ Pty Ltd (ABN 48 685 251 978)
189 Kenny Rd, Chambers Flat QLD 4133, Australia
hello@thelawniq.com · +61 439 367 760