Please read our returns policy carefully before placing an order with Off The Rail (OTR), Byron Bay so that you are familiar with our refund policy, returns, and repairs, as well as your rights under Australian Consumer Law.
OTR specialises in the production and sale of high-quality Australian hardwoods, including railway sleepers, transoms, turn-out timbers, and bridge timbers. In the event that customers receive damaged or missing goods, you must contact OTR immediately within 24 hours by emailing info@offtherailstimber.com.au or contacting our Owner and Managing Director directly at +61 427904876.
For all other claims, you must notify us within seven days of receiving your goods. Please ensure you check all deliveries upon arrival and sign for them as confirmation and proof of delivery. Customers are advised to thoroughly check all goods before signing for delivery confirmation, as this serves as proof of delivery and approval of the contents upon arrival.
In the event that customers are dissatisfied with their purchased products, they must first contact OTR to explain their reasons for returning the product(s), and we will do our best to find an appropriate and professional the solution before requesting a return. Photographic evidence may be required for assessment and resolution.
Please note, OTR does not offer refunds for change of mind, wrong selection, or finding cheaper goods elsewhere. However, if an appropriate and professional solution cannot be found, the company may inspect the goods, arrange for repairs, or provide a replacement. For goods that cannot be easily returned, for reasons such as, due to their size, customers are advised to contact OTR to arrange an onsite inspection.
Customers may be required to pay for labour, assessment, and/or freight fees, such as in cases where goods are assessed to have been damaged by misuse or accident. Refunds, partial or full, will be processed only after the goods are received, inspected and assessed by OTR.
Please note, OTR will not accept returns or give refunds if the items are fit for their intended purposes or if customers have damaged the goods due to improper handling including incorrectly stored, unprotected or left in comprisable conditions including out in the weather or due mishandling or misuse. We will not accept returns for items with minor scuffs or cosmetic faults due to negligence and/or misuse. Due to the nature of timber, we advise OTR is not responsible and cannot be held liable for losses caused by external factors after the goods left our control.
OTR takes pride in ensuring that all products are of the highest quality and that all customer complaints will be handled professionally and efficiently. The company reserves the right to refuse a return or exchange if the goods do not meet the conditions outlined in this policy.
If you wish to return the item(s), you must do so within 30 working days at your expense. This means that in order to receive a full refund of the purchase price, excluding delivery costs, you must pay for the return shipment.
You must provide a significant reason why you wish to return the product(s) and valid proof. This may include a fault in the product that is entirely not your fault. We will not accept returns or refunds if the items are fit for their intended purposes or if you change your mind about the type of product(s) or design(s) you purchased.
If you have any questions or concerns regarding this returns policy, please do not hesitate to contact Off The Rails, Byron Bay at info@offtherailstimber.com.au or directly contact Julian Simpson at +61 427 904 876.