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Herbaljointmove provides recreation surface installation services rather than retail product sales. Our business model involves custom project assessment, material procurement specific to each installation, and on-site service delivery.
Due to the nature of our services and custom material ordering, traditional return policies applicable to retail goods do not directly apply. However, we maintain strong customer satisfaction commitments and quality guarantees.
Clients may cancel projects at any stage, subject to the following conditions:
Cancellations submitted before materials are ordered incur a cancellation fee of $150 to cover administrative costs and site assessment time. Any deposit paid beyond this amount will be refunded within 14 business days.
Once materials are ordered specifically for your project, cancellation charges include the full cost of non-returnable materials plus 20% of the total project value to cover procurement costs, scheduling disruption, and administrative expenses.
Cancellations after installation has commenced require payment for all work completed to date, materials delivered, and labour costs incurred. No refunds are provided for completed work.
If recreation surface materials are found to be defective upon delivery or installation, we will replace defective materials at no additional cost to the client. Defects must be reported within 48 hours of installation completion.
Material defects covered include manufacturing flaws, incorrect colour or specifications from what was ordered, and damage that occurred during shipping. Normal wear, colour variations within manufacturer tolerances, and damage from improper use are not considered defects.
We guarantee installation workmanship for 2 years from project completion. If installation quality issues arise during this period due to our workmanship, we will return to address the problem at no charge.
Quality issues covered include improper surface securing, edge treatment failures, and installation errors that affect functionality or safety. Issues resulting from ground movement, extreme weather, or lack of maintenance are not covered under workmanship guarantee.
We provide physical colour samples during consultation to ensure clients are satisfied with their selection before ordering. Once materials are ordered in the chosen colour, we cannot accept returns or exchanges based on colour preference changes.
If installed material colour significantly differs from the approved sample due to manufacturing error, we will work with the manufacturer to resolve the issue, which may include replacement depending on manufacturer policies.
Excess materials remaining after installation completion remain the property of Herbaljointmove unless otherwise specified in the project agreement. We typically order materials with minimal excess to reduce waste and cost.
If clients request additional materials be left on-site for future repairs, this can be arranged at the time of project planning for an additional fee covering material and storage costs.
When refunds are applicable under this policy, they will be processed within 14 business days of cancellation or issue resolution. Refunds are issued to the original payment method used for the deposit or payment.
Bank transfer refunds may take additional time depending on financial institution processing schedules. We will provide confirmation once refunds have been initiated.
If you are dissatisfied with any aspect of our service or believe this Return Policy has not been properly applied, please contact us to discuss the situation. We are committed to fair resolution of all customer concerns.
Most issues can be resolved through direct communication. If resolution cannot be reached, we agree to participate in mediation before pursuing legal action.
This Return Policy operates in conjunction with Australian Consumer Law, which provides consumer guarantees that cannot be excluded. Nothing in this policy limits your rights under Australian Consumer Law.
You are entitled to a replacement or refund for major failures and compensation for other reasonably foreseeable loss or damage. You are also entitled to have services rectified if they fail to meet consumer guarantees.
To initiate a cancellation, report a defect, or discuss any service concerns, please contact us:
Herbaljointmove
28 Cook Rd, Killara NSW 2071, Australia
Phone: +61 401 440 088
Email: service@herbaljointmove.world
Please provide your project details, contact information, and a clear description of the issue or cancellation request.