Refund, Return and Exchange Policy

Return Policy

Our Return Policy lasts for 14 Days from receive of goods. Once 14 days have passed, we are unable to offer you a refund or exchange.

Returns will be accepted on change of mind, providing it is within 14 days of receive of goods.

For us to accept returns, the goods are to be returned in the original packaging and in the condition of which you received it. Repackaging charges may apply.

All returns must be accompanied by a receipt or proof of purchase. See the Office of Consumer and Business Affairs for further information.

Under the following circumstances, only a partial refund may be offered:

  • If an item is not in original condition, missing parts or is damaged for reasons at no fault of our own.
  • If an item is returned more than 14 days after delivery.

To initiate the returns process, you must first contact the store following either of the following procedures:

  1. Send an Email to us at: sales@roofracksa.com.au
  2. Contact the store on: (08) 8211 7600
  3. Visit us on location at 37 Gilbert Street, Adelaide SA 5000

All returns without prior notification and approval will not be accepted. The store must always be contacted prior to the return of any goods.

If the item is returned for an issue directly related to reasons that are deemed to be the fault of Roof Rack City Adelaide, we will not charge any Shipping or Restocking fees.

Please note: As part of our in store policy, all Returns are subject to a 10% Restocking Fee- Freight must be Prepaid on all Authorised Returns.

Cancelling a Transaction

Transactions may be able to be cancelled once payment has been made through the online store. As soon as you know that you need to cancel a transaction, contact the store on (08) 8221 7600 or via email at: sales@roofracksa.com.au. If the goods have not already been despatched, we may be able to cancel the sale and payment.

Notification must be made as soon as possible to ensure that the goods are not despatched, giving the best possible chance of cancelling the transaction.


Refund and Exchange Policy

Following the delivery of the returned goods, we will email or call you to notify that your items have been received. Upon secondary inspection, we will notify you of either the approval or rejection of your refund.

If the refund is approved, it will be processed and a credit will be made to your credit card or via original method of payment. Payments will be made within 2 Business days.

All Item(s) to be returned are the responsibility of the customer until they reach us. We suggest you obtain proof of postage or shipping for your own piece of mind.

Missing or Late Refunds

Please check with your credit card provider first if funds are not received with 2 Business Days, as sometimes payments take time to be posted. If you still haven’t received information regarding the refund, contact your Bank or Financial Institution as Payments can often take time to be Processed.

If you have any worries regarding payment times, contact us at: sales@roofracksa.com.au

Sale Items

Sale items will be refunded (at sale price) unless otherwise specifically excluded.

Exchanges/ Warranty Procedures

All products purchased are covered by manufactures warranty which varies from item to item but is usually 12 months.

Faulty products still under warranty will either be repaired, exchanged or refunded depending on the situation and manufactures specifications.

The time it may take for your exchanged product to reach you after we ship it may vary, depending on where you live.

Shipping

Following contacting the store and receiving approval, returns should be shipped to: 37 Gilbert Street, Adelaide, South Australia, 5000

The customer will be responsible for paying for shipping costs for returning any item(s). Shipping costs are non-refundable. If you receive a refund, the cost of shipping the item to you will be deducted from the total refund balance.

If you are shipping an item over $75,  we advise that you consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Without the item, we are unable to process a refund payment.