Refund policy
Last updated: 14 July 2026
Overview
This Return Policy applies to purchases made from Bora Landscape Build and should be read together with our Terms and Conditions. It operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
1. Physical Products
Our physical products are available for supply within Queensland only.
Change of mind returns
We accept change of mind return requests for standard physical products within 30 days of delivery, provided that:
- the item is unused and uninstalled
- all tags are attached
- the item is returned in its original packaging
- the item is in resalable condition
- proof of purchase is provided.
Change of mind returns must be approved by us before goods are sent back.
Return shipping and any handling costs for change of mind returns are the responsibility of the customer unless required otherwise by law.
Custom and made-to-order products
We do not accept change of mind returns for custom-made, special-order, made-to-order, cut-to-size or personalised items once the order has been confirmed or processing has commenced.
This does not affect any rights you may have under the Australian Consumer Law if the product is faulty, damaged, unsafe or not as described.
Damaged, faulty or incorrect items
Please inspect your order as soon as it arrives. If you receive a damaged, faulty or incorrect item, you must notify us within 48 hours of delivery and provide:
- your order details
- a description of the issue
- clear photos of the item
- clear photos of the packaging.
Once reviewed, we may offer a repair, replacement, refund or other suitable remedy in accordance with the Australian Consumer Law.
Items not eligible for return
We may refuse a return where:
- the item has been used or installed
- the item is not in its original condition or packaging
- the item was damaged due to misuse, mishandling or improper installation
- the issue relates only to a change of preference after installation
- the item is a custom or special-order product returned for change of mind.
Natural variation in colour, grain, texture, finish or appearance may occur in some landscaping and building materials. Reasonable variation of this kind is not considered a fault.
Refund processing
If a refund is approved, it will be processed back to the original payment method unless otherwise required by law. Bank or payment provider processing times may vary.
2. Design Services
Our landscape design services are available Australia-wide and are generally delivered remotely unless otherwise agreed in writing.
Payment
All design services must be paid in full before work commences.
Revisions
Each design package includes up to 2 revisions unless otherwise stated in the relevant proposal, package page or quotation.
Additional revisions, changes outside the agreed scope, or further design development requested after the included revisions have been used will be charged separately.
Cancellations and refunds
If a customer cancels a design service for personal reasons after design work has commenced, the service is non-refundable.
Where a design service has not yet commenced, we may, at our discretion, approve a cancellation and refund, less any non-recoverable administrative, payment processing or preparatory costs already incurred.
Nothing in this section excludes any rights you may have under the Australian Consumer Law in relation to services that are not provided with due care and skill, are not fit for purpose, or do not meet applicable consumer guarantees.
