How do I return or exchange an item?

To initiate a return or exchange, please contact us through one of the following methods:

In-Store: Visit any of our locations nationwide for assistance.

Email: Send a message to [email protected].

Phone: Call us at 1300 071 264.

Please ensure you have your receipt or proof of purchase when returning or exchanging items. 

 

What is your policy on change-of-mind returns?

We accept returns for unused and undamaged items within 30 days of delivery or pick-up. Items must be in their original packaging, including all accessories. Return shipping costs are your responsibility unless the item is faulty.

 

How are refunds processed?

Refunds for returned items will be processed to the original payment method once the return is approved. For in-store purchases over $500, a refund form must be completed before processing. Deposits will be refunded to the original payment method. We will notify you once your return has been processed.

 

What should I do if I receive a faulty or damaged item, or if parts are missing?

Contact us within 7 days of receiving the item. We will assess the issue and offer a replacement, repair, or full refund in line with Australian Consumer Law. Return shipping for faulty items is at our expense.

 

Can I exchange roof boxes or bike carriers after purchase?

Yes, we offer a 90-day exchange scheme for roof boxes, tow bar bike carriers, and roof-mounting bike carriers. If you decide you’d prefer a different model within three months of purchase, we’ll exchange it. You’ll be charged for the replacement item and any necessary packaging, and we cover the return carriage cost. The original product must be in ‘as new’ condition for a full refund. This scheme applies to mainland Australian addresses and does not cover roof bars.

 

Snow chains

Snow Chains are required by the manufacturer to be test-fitted to vehicles prior to purchase and are therefore deemed at this point to be safe, fit for purpose and as described. Snow chains are not transferable between vehicles. As snow chains are unable to be driven on unless conditions dictate so, correct fitment each time the item is used is the responsibility of the owner and incorrect fitment causing damage to the chain and or vehicle is not a reasonable reason for return. 

 

Is there a restocking fee?

A 20% restocking fee applies to the account for inspecting and re-packaging the item, as well as any loss in value that occurred during the delivery or return. This fee covers processing and restocking costs. Return shipping costs are your responsibility. No restocking fee is charged for faulty, damaged, or incorrectly supplied items. 

Are deposits refundable?

 

Refundable Deposits: Deposits are refundable if the order is cancelled, provided the product hasn’t been specially ordered or customised. If the item is in transit or specially ordered, the deposit is non-refundable.

Non-Refundable Deposits: Custom-made or special-order products may require a non-refundable deposit or be subject to a restocking fee, as stated at purchase.

Applying Deposits: Deposits are deducted from the total order price upon completion of the purchase.

 

Can I return clearance items?

Only regular-priced items may be refunded; unfortunately, clearance items cannot be refunded.

 

Who covers the cost of return shipping?

You are responsible for return shipping costs. We may assist by providing a courier return label, with the freight cost deducted from your refund. All shipping costs are non-refundable. If you receive a refund, the original shipping cost will be deducted. For self-arranged shipping, we recommend using a trackable service or purchasing shipping insurance to ensure your item reaches us.

 

How do I initiate a return or exchange?

For in-store or online purchases, returns or exchanges can be made at any Roof Racks Galore location, which is the quickest method. Alternatively, initiate the process via post by emailing [email protected] or calling 1300 071 264.

 

What if I return an item after 30 days?

Returns made after 30 days from the purchase date may not be eligible for a full refund. Partial refunds or store credit might be offered at our discretion, depending on the item’s condition and circumstances. 

 

 

 

Do I need proof of purchase for a return or exchange?

Yes, a receipt or proof of purchase is required to process a return or exchange. This helps us verify the transaction and ensure a smooth process. 

 

How long does it take to process a refund?

Once we receive and inspect your returned item, we’ll notify you about the approval status of your refund. If approved, refunds are processed within 2 business days. Please note that it may take 5 to 10 business days for the refund to appear on your credit card statement, depending on your card issuer. 

 

Are there any exceptions to the return policy?

Yes, certain situations may result in only partial refunds:

• Items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Items returned more than 30 days after delivery. 

 

How should I ship my return to ensure it arrives safely?

If you’re returning an item yourself, we recommend using a trackable shipping service or purchasing shipping insurance. This ensures the item reaches us safely and allows you to track its progress. We may assist by providing a courier return label, with the freight cost deducted from your refund. 

 

 

 

What if I receive an incorrect item?

If you receive an incorrect item, please contact us as soon as possible. We will arrange for the correct item to be sent to you and provide instructions for returning the incorrect product, with all shipping costs covered by us.

 

Are there any items that cannot be returned or exchanged?

Yes, clearance items cannot be refunded. Additionally, custom-made or special-order products may not be eligible for return or exchange unless they are faulty or damaged. 

 

How do I know if my product qualifies for the 90-day exchange offer?

The 90-day exchange offer applies specifically to roof boxes, tow bar bike carriers, and roof mounting bike carriers. If you’re uncertain whether your product qualifies, please contact us for clarification.

 

What steps should I take if my return is rejected?

If your return is rejected due to not meeting our return conditions, we will notify you and discuss the available options, which may include returning the item to you or offering a partial refund.

If you have further questions or need assistance, please contact us at [email protected] or call 1300 071 264.

   How long are Click & Collect orders held?

You typically have 14 calendar days from the time you receive the "ready for collection" notification to collect your Click & Collect order, after which it will be cancelled and refunded.