Refund policy

Refund Policy version 1.1 – last updated 6 November 2026

This policy applies to purchases from Lespa Pty Ltd ATF CCRV Family Trust T/as GroundGrabba, ABN 39 852 670 860 ("GroundGrabba", "we", "us").

Orders placed before 1 November 2026: purchases made before 1 November 2026 come with a 12-month risk-free return at GroundGrabba's expense, even if the product has been used. Contact us within 12 months of delivery and we'll arrange the return and refund you for the product; we pay the return freight and no handling fee applies. The rest of this policy applies to all orders placed from 1 November 2026.

1. Your rights under Australian 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. The extra things we offer below (such as our 12-month change-of-mind return for personal-use purchases) are in addition to them. Returns for a fault, an incorrect item supplied by us (not a product you ordered by mistake) or transit damage are always handled free of any handling fee and at our cost.

2. Where your order is sent from

Orders are packed and sent from our third-party warehouse in Willawong, QLD by Australia Post and StarTrack. Please do not post anything to us or to the warehouse without our written return approval – we will give you the return address with that approval.

3. Cancelling or changing an order

  • Cut-off: 11:00 am Queensland time (Mon–Fri). (Queensland does not observe daylight saving, so 11:00 am Queensland time is 12:00 noon in Sydney, Melbourne and Canberra while daylight saving applies.)
  • Orders placed before 11:00 am Queensland time (Mon–Fri) are ready for dispatch the next business day. Orders placed after the cut-off, or on weekends and public holidays, are treated as received the next business day and are ready for dispatch the business day after that.
  • To change or cancel, contact us straight away through our contact form, or call 1300 988 655 (office hours Mon–Fri 9:00am–4:00pm, excluding weekends and public holidays), with your order number. We can only stop an order if we confirm to you in writing that it was stopped. If you have not heard from us, assume it will ship. Orders cannot be changed or stopped by editing them online.
  • Before the warehouse starts picking: free change or cancellation, with a full refund of what you paid.
  • After the 11:00am QLD cut-off, after picking has started, or once the order has shipped: we can't promise to stop it. If we are able to stop or change it, a fee may apply: if our warehouse charges us a fee to stop or change the order, we pass that fee on to you. We'll tell you the amount and get your OK first. Otherwise you can receive the order and return it under section 5. No fee applies where we have made an error.
  • Changing the delivery address after dispatch can only be done with Australia Post (their redirection service, at your cost).
  • Special / made-to-order orders: special orders need a 50% deposit, with the balance paid before the goods are released. They are made or sourced for you and cannot be cancelled once confirmed; the deposit is non-refundable once we've ordered the goods. This does not affect your rights under the Australian Consumer Law if the goods turn out to be faulty or not as described.
  • We may cancel an order (for example for a price or stock error or a payment problem) and will refund you in full.

4. Faulty, incorrect (supplied by us), missing or damaged items

  • Please tell us as soon as you can – ideally within 3 business days of delivery – because carriers and our warehouse have short claim windows. Your rights under the Australian Consumer Law do not expire after 3 days. Contact us through our contact form with your order number, photos of the item, packaging and delivery label, and a short explanation.
  • If an item is faulty, damaged, has parts missing, or is not what you ordered because we supplied the incorrect item, we will provide a replacement or refund at GroundGrabba's discretion (this does not limit your rights under the Australian Consumer Law set out in section 1), and we pay the freight to send the replacement and for any return we need. No handling fee applies.
  • Warranty claims on GroundGrabba products (an anchor that breaks or wears out in normal use) follow the process on our Warranty page. For a warranty claim we decide, at our discretion, whether to replace the item, refund you or ask for the item back – and you don't pay the return freight if we ask for it back.
  • Lost parcels (not arrived): if your order hasn't arrived within 5 business days of the expected delivery date, contact us and we'll lodge an investigation with the carrier (Australia Post or StarTrack). The 3-business-day window above doesn't apply to a lost parcel.
  • Damaged in transit: if your parcel arrives damaged, contact us within 3 business days of delivery where possible, with photos (your rights under the Australian Consumer Law don't expire after 3 days).
  • If the parcel is lost in transit (before the carrier records it as delivered) or arrives damaged, we will replace it or refund you. Parcels are sent with Authority to Leave unless you request Signature on Delivery through our contact form before dispatch (a carrier fee applies), or choose it at checkout if that option is offered for your order. Once the carrier records the parcel as delivered, responsibility passes to you to the extent permitted by law – see our Shipping Policy. You do not need to chase the carrier yourself.

5. Change-of-mind returns – 12 months (personal use)

If you ordered the wrong product yourself, that is a change-of-mind return or exchange (sections 5 and 6). You may return goods bought for personal use for any reason – even if you have used them, and with or without the packaging – within 12 months (one year) of the delivery date. This is our promise in addition to your legal rights – it is not required by law.

  1. Contact us first through our contact form with your order number, the items and quantities, and (if possible) a photo. We email a return approval with a reference number and tell you where and how to send the item. Please do not send anything until you have our written return approval – returns sent without approval may be refused or delayed.
  2. You pay the return freight (Australia Post or a tracked carrier of your choice; keep the tracking number – you are responsible for the goods until they reach us). You pay the return freight on every change-of-mind return and exchange; the only exception is a warranty claim (or a faulty item, an incorrect item supplied by us, or a transit-damaged item – section 4).
  3. A handling fee of $19.95 (incl. GST) per return is deducted from your refund.
  4. Goods can be returned even if they have been used, and with or without their packaging.
  5. Refund: we refund the purchase price of the returned items (merchandise only), less the $19.95 handling fee, to your original payment method within 5 business days of us receiving and checking the return. Store credit is available on request.
  6. After 12 months we can't accept change-of-mind returns; faults and warranty claims continue to be handled under sections 1 and 4 and our Warranty page.

Tip: for a small order the freight and fee can exceed the value of the goods – for low-value parts you may find it cheaper to keep the part or order the right one.

Mabu Play Ropes (including tug ropes / dog toys): for hygiene reasons, Mabu Play Ropes cannot be returned for change of mind – including unused items. This does not affect your rights under the Australian Consumer Law if the product is faulty.

6. Exchanges

  • Exchanges are available for personal-use purchases within the same 12 months of delivery. Contact us first (as above) – we must approve the exchange before you send anything.
  • For an exchange you pay the return freight, the $29.95 exchange handling fee, the freight to send you the replacement, and any price difference. (The $29.95 fee includes GST.) If the new item costs less, we refund the difference. Up to 3 units are handled at these standard fees; larger exchanges are charged at cost – we'll quote you first.
  • For a faulty or damaged item, an incorrect item supplied by us, or a warranty claim, no fee applies and you don't pay the return freight (section 4 and our Warranty page).
  • Alternatively you can return the item (section 5) and place a new order – the cost to you is about the same.

7. Refunds – how and when

Refunds go to the original payment method (we can't refund to a different account). We process refunds within 5 business days of us receiving and checking the return (your bank may take a little longer to show it).

8. Business / commercial purchases

  • Personal use only for the 12-month change-of-mind return and exchange. Commercial/business/industrial purchases are not eligible for change-of-mind returns or exchanges, whether or not ordered on a purchase order. We accept returns from business and commercial buyers only for faulty goods, the wrong product supplied by us, or goods lost or damaged in transit. Lifetime Warranty claims are handled separately (see the Warranty page). Please trial your intended use with a sample pack before ordering larger quantities.
  • Orders placed on an official purchase order (PO) are non-returnable and non-cancellable once picked or dispatched, unless the goods are faulty or not as ordered.
  • The GroundGrabba Lifetime Warranty applies to business and commercial purchases too (including the Commercial GR14 range), on the same terms as for personal-use buyers – see the Warranty page. It covers anchors that break or wear out in normal use, within the product's rated limits and installation instructions; misuse and overloading are excluded, and coatings, galvanising and finishes are never covered, for anyone.
  • Where you buy goods for resale or re-supply, our liability for loss or damage after dispatch is limited to the extent the law allows. If your goods are faulty, not as described, or not delivered, you may still have rights under the Australian Consumer Law that we do not exclude.

9. Contact us

Lespa Pty Ltd ATF CCRV Family Trust T/as GroundGrabba, ABN 39 852 670 860
PO Box 1114, Kingscliff NSW 2487
Phone: 1300 988 655 (Mon–Fri 9:00am–4:00pm, excluding public holidays)
Contact us: contact form

Refund Policy version 1.1 – last updated 6 November 2026. Applies to orders placed from 1 November 2026.