Return, Refund & Exchange Policy
HOW TO GET THE RETURN or EXCHANGE PROCESS STARTED
You can start the return procedure a number of ways.
Send an email to firstname.lastname@example.org
Call 1300 071 264
Drop into one of our stores - https://www.roofracksgalore.com.au/locations/
Send your item back with a copy of your invoice. Please include a note explaining the reason for the return.
Our "90-day" exchange offer
As you will probably be buying "sight unseen" we provide a unique and exceptional Exchange Scheme on certain products - see below - which lasts for three calendar months (approximately "90 days") from the date of invoice - one exchange only. If you decide after using a product that you'd rather have something else (e.g. a 'long medium wide' box instead of a 'long thin' one), we'll exchange it for you. We charge in full for the replacement item, including the appropriate carriage charge and a charge for any packaging needed for the return of the original. We pick up the return carriage cost. When the original arrives back here we refund its cost in full as long as it is in 'as new' condition, fair wear and tear excepted. However, we don't provide refunds, i.e. we never refund more than the cost of the replacement, so it makes sense to exchange an item for one of approximately equal cost.
*The exchange scheme only applies to orders delivered to mainland Australia addresses.
*The exchange scheme only covers roof boxes, tow bar bike carriers and roof mounting bike carriers.
A note on roof bars: Roof bars are not covered by the exchange scheme but if you have ordered bars which don't fit your car then you will certainly need to swap them for a different set if time allows. A surprising number of people order the wrong bars for their car, e.g. they order bars for cars with roof rails and then find that their car does not have roof rails, or perhaps they have a 2012 registered car and order bars for the model which was made from "2005 to 2012" when they ought to know that their vehicle is the latest shape "2012 onwards". We aim to show pictures of all the cars on our database to help you to avoid making mistakes of this sort. The issue here is that if you make the mistake then you will need to pay the return freight cost (a minimum $20 if arranged by us), although if we have made the mistake then we will, of course, pick up these costs.
We will always strive to do what is fair and reasonable to make sure that you won't be stuck with anything you're not happy with.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 business days. Credit card refund payments may take 5 to 10 business days for a refund to show up on your credit card statement
Only regular priced items may be refunded, unfortunately clearance items cannot be refunded.
To return your product, you should mail your product to: Unit 1 / 21 Leonard Crescent, Brendale QLD 4500
You will be responsible for paying for your own shipping costs for returning your item however we can assist with the return shipping and the cost will be deducted from the refund. All Shipping costs are non-refundable. If you receive a refund, the cost of shipping the item to you will be deducted from your refund.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.