Returns, Refunds and Consumer Guarantees Policy

2. RETURNS, REFUNDS AND CONSUMER GUARANTEES POLICY

Roadranger does not offer change-of-mind returns unless we agree otherwise. If there is a problem with a product, please contact us. Our products and services remain subject to all consumer guarantees and remedies that apply under the Australian Consumer Law. Do not return customised or bulky products without contacting us first so that we can assess the issue and arrange the appropriate return method.

2.1 Our Approach

Roadranger stands behind the products and services it supplies. This policy explains how Roadranger deals with returns, faults, refunds, repairs and replacements. This policy operates in addition to any rights available under the Australian Consumer Law and other applicable legislation. Nothing in this policy excludes or restricts a right or remedy that cannot lawfully be excluded or restricted.

2.2 Change of Mind

Roadranger does not offer refunds, returns, credits or exchanges where a customer simply changes their mind, no longer requires the product, orders the wrong product, finds a product cheaper elsewhere or makes an error in their selection. This is particularly relevant to customised, printed, manufactured and made-to-order products that cannot reasonably be resold. Roadranger may agree to a change-of-mind return in an individual case at its discretion, but is not contractually required to do so unless stated otherwise. This section does not apply where a customer has a remedy under the Australian Consumer Law or another applicable law.

2.3 Faulty or Non-Compliant Products

Customers may be entitled to a remedy where a product fails to satisfy an applicable consumer guarantee. Depending on the circumstances and the seriousness of the failure, available remedies may include repair, replacement, refund, cancellation or compensation as provided by law. Roadranger will not rely on this policy to deny a remedy that the customer is legally entitled to receive.

2.4 Major and Minor Problems

The remedy available will depend on whether a problem constitutes a major or minor failure under applicable consumer law. Where the customer is legally entitled to choose a refund or replacement because of a major failure, Roadranger will honour that right. Where a problem is minor and can reasonably be remedied, Roadranger may be entitled to choose an appropriate remedy such as repair or replacement within a reasonable time.

2.5 Custom Products

A customised or made-to-order product is not defective merely because the customer later decides that the approved design, wording, dimensions or specification is no longer suitable. However, custom products remain fully subject to applicable consumer guarantees. If Roadranger produces a custom product that materially differs from the approved proof, agreed specification or description due to Roadranger's error, Roadranger will provide the remedy required by law.

2.6 Proof Approval Errors

If a customer approves artwork containing a spelling error, incorrect telephone number, incorrect size, incorrect wording or other error and Roadranger manufactures the product correctly in accordance with that approval, the resulting product will generally not be considered defective merely because of that customer-approved error. Roadranger may quote to reproduce the product. This does not apply where Roadranger was responsible for introducing the relevant error after approval or where another legal right applies.

2.7 Incorrect Customer Measurements

Where a product is manufactured correctly to dimensions supplied by the customer, Roadranger is generally not responsible merely because those dimensions later prove unsuitable. Where Roadranger itself provided or accepted responsibility for the relevant measurement, the matter will be assessed having regard to Roadranger's obligations under applicable law.

2.8 How to Make a Claim

Customers seeking a remedy should contact Roadranger and provide sufficient information to allow the matter to be assessed. Roadranger may reasonably request the order number or other proof of purchase, a description of the issue, photographs or video of the product where appropriate, and information regarding how the product has been used or installed. A customer does not need the original packaging to exercise a statutory consumer right.

2.9 Assessment

Roadranger is entitled to reasonably assess a product before determining the appropriate remedy. This may require photographs, further information or return of the product. Roadranger will conduct assessments within a reasonable period having regard to the nature of the product and problem.

2.10 Return Freight for Faulty Products

Where a product is confirmed to have a problem for which Roadranger is legally responsible, Roadranger will meet reasonable return or transportation costs where required by law. Customers should contact Roadranger before arranging expensive freight so that an appropriate return method can be agreed.

2.11 Products That Are Not Faulty

Roadranger is not required to provide a remedy where the problem was caused by misuse, abnormal use, incorrect installation by the customer or an unrelated third party, unauthorised alteration, accidental damage after delivery, failure to follow applicable instructions, or another circumstance for which Roadranger is not responsible. This exclusion applies only to the extent permitted by law.

2.12 Refund Method

Where a refund is payable, Roadranger will ordinarily refund the amount to the original payment method where reasonably practicable. Alternative arrangements may be made where necessary.

2.13 No Arbitrary Expiry of Consumer Rights

The fact that a particular period has passed since purchase does not itself extinguish a consumer guarantee right. Whether a statutory remedy remains available depends on the circumstances, including the nature, quality, price and expected life of the product.

2.14 Contact for Returns and Claims

Do not send products to the warehouse without first contacting Roadranger unless instructed otherwise. Returns will be directed to the appropriate location after assessment.

Roadranger
Telephone: 07 3853 2223
Email: sales@roadranger.com.au
Dispatch/returns facility where authorised: 277 Toombul Road, Northgate QLD 4013