Return, Refund & Exchange Policy
Returns Policy Shop with confidence knowing you can return or exchange your items.
In-Store Returns Return or exchange your item at any Roof Racks Galore location nationwide.
Returns via Post Send back online orders quickly with our easy post return option.
Returns, Refunds & Exchanges Policy
Shop with Confidence
At Roof Racks Galore, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help with returns, exchanges, and refunds, whether you shopped online or in-store.
Change of Mind Returns
We accept returns for unused and undamaged items within 30 days of delivery or pick‑up.
To be eligible for a change‑of‑mind return:
- The item must be unused, uninstalled, and in its original condition
- All original packaging, accessories, and manuals must be included
- You must provide proof of purchase (receipt, invoice, or order confirmation)
- Clearance line items and special order products will incur a restocking fee if a refund is approved.
If the above conditions are not met, your return may be refused or subject to a restocking fee.
Who covers return shipping?
If you’re returning an item due to a change of mind, you are responsible for return shipping costs. We may be able to provide a courier return label and deduct the shipping from your refund.
In‑Store Returns & Exchanges
Prefer to handle it in person? You can return or exchange items at any Roof Racks Galore store nationwide. This is often the fastest way to resolve your return.
To return in-store:
- Bring your item in its original condition and packaging
- Bring your proof of purchase
Please note:
- Refunds over $500 will require a refund form to be completed in‑store
- Refunds will be issued to your original payment method
Returns via Post
Can’t make it to a store? No problem!
How it works:
- Contact us via email at webstore@roofracksgalore.com.au or call 1300 071 264
- We will confirm your return eligibility and provide return instructions or a courier label if required
- Securely package the item and return it to the address provided
Important: Use a trackable shipping service or purchase insurance when returning items, especially high‑value goods. Roof Racks Galore is not responsible for lost or damaged return parcels.
Important Information
Further information on returns, refunds, and exchanges.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or not what you ordered, please contact us within 7 days of receiving it.
Once verified, we’ll arrange one of the following at no cost to you:
- A replacement
- A repair
- A full refund, in line with your rights under the Australian Consumer Law
We may ask for photos, details of the fault, or return of the product for inspection
Deposits
For certain orders, a deposit is required.Below are our standard deposit guidelines:
- 10% for fitment or future pick-up.
- 10% for stock transfers from other stores or DCs.
- 10% for items ordered from suppliers or non-local items.
- 50% for “Clearance Line” and “To Be Discontinued” items.
- 100% for made-to-order products.
- 50% is the maximum amount that can be taken if payment is made over the phone.
Refunds
Hers how we handle refunds
Refunds are processed:
- To the original payment method
- Within 2 business days of receiving and approving your return
- Please allow 5–10 business days for the refund to appear in your account, depending on your bank
Deposits:
- Fully refundable if the item hasn’t shipped and is not a custom/special-order product
- Non-refundable for items specially ordered or already dispatched
Note: Deposits are refundable if the order is canceled before shipping and the item isn’t a special order.
90‑Day Exchange Offer
Not quite the right fit? We’ve got you covered!
We offer a 90-day exchange policy for the following products:
- Roof boxes
- Tow bar bike carriers
- Roof-mounted bike carriers
If you’ve purchased one of these items and change your mind within 3 months, we’ll happily exchange it for a different model. You’ll be charged the difference for the new product and any packaging if needed. We’ll cover the return freight.
Conditions:
- The item must be in as-new condition
- Applies only to customers within mainland Australia
- Does not apply to roof bars or clearance items
Exclusions
Certain items are not eligible for return or exchange:
- Clearance items
- Custom‑made or special‑order products (unless faulty)
- Snow chains are excluded from returns and exchanges, unless they are found to be faulty.
- Items returned without original packaging or accessories
- Misuse the product contrary to the user instructions or packaging labels
Restocking Fee
A 20% restocking fee may apply for:
- Change-of-mind returns
- Products returned not in original condition
- Opened or installed items
- Any item requiring repackaging or inspection
No restocking fee is charged for faulty, damaged, or incorrectly supplied items.
Price Changes
We’re unable to offer retroactive price matching. To qualify, the competitor’s price must be current and valid at the time of your purchase.
Late Returns
Returning after 30 days?
If more than 30 days have passed since purchase, returns are considered on a case-by-case basis and may result in:
- Store credit
- A partial refund
- A declined return, depending on the item’s condition
Proof of Purchase
Don’t forget to bring:
Receipt, invoice, or order confirmation.
This helps us process your return smoothly. We usually have this on file.
Click & Collect Orders
- Collection Window: Within 14 days of “ready for collection” notification
- Uncollected Orders: May be canceled and refunded after 14 days
Need Assistance?
- Phone: 1300 071 264
- Email: help@roofracksgalore.com.au
- In‑Store: Visit any of our locations – Store Finder
