Refund policy

Our GFRC (glass fibre reinforced concrete) planters, basins, stools and trays are made to last. If something isn't right, here's how returns and refunds work at HTCO.

Your rights under Australian Consumer Law

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights. Everything below about change-of-mind returns is extra, on top of the law.

Damaged, faulty or wrong item

Please check your order when it's delivered or when you pick it up. If anything is damaged, faulty or not what you ordered, email info@htco.com.au with your order number and clear photos of the item and the issue. Telling us within 48 hours of delivery helps us sort out delivery damage quickly. If a fault shows up later, contact us anyway. Your rights under the Australian Consumer Law still apply.

Because our pieces are heavy, you don't need to bring a faulty or wrong item back to us. We'll collect it at no cost to you, then give you a repair, replacement or refund as the Australian Consumer Law requires.

Natural character of GFRC

Every piece is hand-cast from concrete reinforced with glass fibre. Small variations in colour, tone and texture, and tiny surface pinholes, are part of the material and are not defects. Product photos show a typical example, so your piece won't match them exactly.

Change-of-mind returns

If you change your mind, you can request a return within 30 days of receiving your item. To be eligible, the item must be:

• unused, with no soil, water or plants added, and not installed
• in the same condition you received it, with no chips, cracks or scratches
• in its original packaging, or packed well enough to travel safely
• accompanied by your order number or proof of purchase

How to return an item

1. Email info@htco.com.au with your order number and the items you'd like to return. Please wait for us to approve the return before sending anything back. We can't accept items returned without approval.

2. Once approved, either drop the item off at our warehouse at 8/42 Hub Crescent, Heathwood QLD 4110 (free, at a time we agree with you), or we can arrange collection. For change-of-mind returns, collection costs depend on the pickup location, product weight, packaged dimensions and freight handling requirements. We will provide the collection charge for your approval before arranging the return freight.

3. For change-of-mind returns, the original delivery fee is not refunded. You're responsible for the item until it reaches us, so please pack it carefully.

Items we can't accept as change-of-mind returns

• custom, made-to-order or special-order pieces
• gift cards
• sale or clearance items

This doesn't affect your rights if any of these items are faulty.

Exchanges

To swap for a different size, colour or product, start a return as above. Once it's approved, place a new order for the item you want. If you're dropping off at our warehouse, ask us and we can often do the swap on the spot.

Refunds

We'll let you know once we've received and inspected your return, and whether your refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few extra days to process it.

If more than 15 business days have passed since we approved your return and you haven't received your refund, contact us at info@htco.com.au.

Questions?

Email info@htco.com.au or call 0450 618 386.

HTCO
8/42 Hub Crescent
Heathwood QLD 4110