Refund policy

WHAT IS OUR POLICY ON RETURNS OR REFUNDS FOR PERSONAL USE?

* For Business/commercial/Industrial or other non personal use please see Other Use Returns Policy below.

You have 12 months from the date of purchase to return your order for a full refund including shipping fees. This clause is intended only for private use.  For commercial use it is limited to faulty items or incorrect items being ordered and returns in resalable new condition.  Any orders that we receive with a purchase order and filled correctly per the purchase order are non-refundable/returnable.

GroundGrabba.com.au and would like you to have the easiest and safest online buying experience you can with us and therefore will offer you the fairest return and refund circumstances we can.
We acknowledge that most people are honest in their transactions and therefore keeping that in mind have created these policies with that intention.
We acknowledge our right to alter these policies if and when the circumstance arise without further notification.

In A Nutshell

If you don’t get the product you ordered you are not expected to be out of pocket.
Just let us know and we will arrange for the incorrect item to be picked up at our expense whilst sending you the correct item that you had ordered and purchased or refund you the full purchase value.

If you don’t get the product you ordered within a reasonable time period you may cancel the order.
“Reasonable” is open to interpretation so to be clear about this……
As like any online business we use either various transport companies and couriers to deliver for us and once your purchased item/s are in their care we no longer have control of the speed or absolute care in which way the item arrives to you.

We will always give you a delivery date estimation based on what we are told by our delivery agent. Given delivery services are run by human beings like you and I, there is a human factor that’s always involved where mistakes can be made, people can be ill etc.

So if your item has not arrived or you have had no item collection notice, undelivered note, missed you note or similar in your mailbox within a couple of business days past the estimated delivery date then please let us know so we can chase it up at our end and if you choose you can cancel the order for a full refund or credit to your choice.

WHAT IF I RECEIVED THE WRONG OR MISSING ITEMS OR THEY ARRIVED DAMAGED?

Please check to make sure your items are what you had ordered and have arrived undamaged and if not then please contact us within 3 business days.
If the item/s are incorrect or damaged for us to be able to take action with our delivery companies or couriers we must be able to instigate investigations within 3 business days. In the case of incorrect items it will help us correct your order efficiently.
We ask that in either event you take photos of the damages on the item/s and or incorrect item/s and email us as a first step. Send your inquiry through our get in touch page first please.

WHAT IF I HAVE A WARRANTY PROBLEM?

Given we manufacture most of products we sell but not all, we therefore are governed for those items by the warranty placed on those items by those manufacturers or their representatives.
Other than genuine GroundGrabba Pro Steel items with a lifetime warranty against wearing out and breaking, most of our other products have a 12month manufacturing defect warranty unless otherwise stated.
Within these periods if you feel you have a warranty concern please contact us.

GROUNDGRABBA WARRANTIES

All our “Pro” Series (steel only) products carry our lifetime warranty*. You break it….we replace it! You wear it out and we will also replace it! Return the broken or worn out GroundGrabba Pro item/s to us along with your proof of purchase from us and we will replace it for free….even if it is in ten years time, we are THAT confident in our products!”  GroundGrabba made accessories (such as Pigtail Hook, The Fang, Hookwashers, Closed Hooks and other such GroundGrabba made accessories) are also covered by our Lifetime replacement warranty.

* Conditions apply
All GroundGrabba Pro and GroundGrabba Lite products have been designed to screw into the substrate. Never smash GroundGrabba Pro’s or GroundGrabba Lites (or any of our screw-in items) into the substrate with any item be it a hammer or rock etc. Attempting to hit them into the ground will void warranty.

Other GroundGrabba items such as GroundGrabba Lite’s have a manufacturer's defects 12 month warranty only.

GroundGrabba Lites are not for commercial use. These are not to be driven into ground of any type with an impact driver or wrench. GroundGrabba Lites are intended for soft/loose ground types only. For harder ground types we suggest any number of our steel GroundGrabba products.

We at GroundGrabba have two usual courses for warranty;
1/ Repair or
2/ Replace, which is decided by us or our agent here in Australia.
We also offer a 12 month money back guarantee on our GroundGrabba products if not satisfied, in which case we ask you to contact us via our get in touch page.
Depending on the circumstance of your return, you may need to arrange and pay for the items return and we will arrange and pay for the repaired or replaced item to be sent to you.
If your returned item/s are found to be in correct working order without fault or with damage by misuse then you shall pay the return freight costs as is fair.

WHAT IF I CHANGE MY MIND?

You have 12 months to change your mind and return your order.
You will need to contact us on our get in touch page so we can make arrangements for the return of your unwanted items. Please make sure that all items are in their original undamaged packaging. Upon us receiving all the item/s in good order and condition, we will at your choice credit you the price you paid for the item/s OR credit you for your next purchase, it’s your choice.
Oh Oh…. But I opened the box and have ripped it apart or thrown it away.
If you have opened the original packaging and it is ripped apart or you have thrown the original packing away then you can still return the item/s to GroundGrabba.com.au but we do ask that you repackage it such that the item/s will arrive back to us in undamaged condition.
Depending on the product/s you return and the state of their original packaging we may at our discretion charge up to a 20% fee.

WHO PAYS THE FREIGHT IF YOU DECIDE TO RETURN YOUR PURCHASE?

We will cover the freight costs also up to the maximum purchase value you paid to GroundGrabba.com.au including postage and handling costs you originally paid once we receive the items with no sign of misuse.
In other words you will get a full refund or full credit on your transaction with GroundGrabba.com.au for this particular purchase*.
If you had purchased more than one item in the one transaction and you wish to keep at least one of the items then we limit our refund or credit to the value of the items returned only and not the postage and handling costs.
* Conditions apply.

Other Use Returns Policy

For uses other than personal use there is a zero return policy. 
We ask that you trial your intended use with a sample and be fully satisfied prior to bulk ordering.