Refund policy

1. About this policy

This policy applies to Race Reels® products purchased directly from www.racereels.com.au, through a Race Reels® invoice or from a Race Reels® representative. If you purchased through an authorised reseller, contact that reseller first; your legal rights are not affected.

2. Faulty, damaged, unsafe or incorrectly supplied products

If a product is faulty, damaged, unsafe, not of acceptable quality, does not match its description, is not fit for a purpose you made known to us, or is not the product you ordered, please contact us as soon as reasonably possible.

Please provide, where available:

your name, order or invoice number and purchase date;

a description of the problem;

clear photographs or video showing the product, packaging and issue; and

details of any incident or safety concern.

For safety, stop using a product if you believe it may be damaged or unsafe. Do not continue testing it under load. Keep the product and packaging until we advise the next step.

We may reasonably inspect or arrange an assessment of the product before confirming the remedy. This assessment does not limit your rights.

3. Remedies under the Australian Consumer Law

Where the Australian Consumer Law applies, the available remedy depends on whether the failure is major or minor and on the circumstances.

For a major failure, you may be entitled to choose a refund or replacement, and may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor failure, we may choose to repair the product, replace it or provide another remedy within a reasonable time. If we do not do so, you may be entitled to further remedies.

Sale, promotional and discounted products have the same rights where the Australian Consumer Law applies.

4. Change-of-mind returns

In addition to your legal rights, we will accept a change-of-mind return requested within 30 days after delivery or collection if all of the following conditions are met:

the product was purchased directly from Race Reels®;

you provide proof of purchase;

the product is unused, uninstalled, unmodified, undamaged and in resaleable condition;

the webbing is clean, unmarked and has not been tensioned or used to restrain a load;

all labels, instructions, components and original packaging are included; and

cartons, bundles or promotional packs are returned complete unless we agree otherwise in writing.

Approved change-of-mind returns are at your cost and risk until received by us. Original delivery charges are not refunded unless required by law. We may decline a change-of-mind return that does not meet the conditions above. These conditions do not apply where a product is faulty or another legal right applies.

5. How to request a return

Email sales@racereels.com.au or phone 0412 304 849 before sending anything.

Include the order or invoice number, reason for return and supporting photos where relevant.

Wait for written return approval and packing instructions.

Send the product to the return address supplied in our approval. Do not send returns to a courier depot or other address without approval.

Pack the product securely and use a trackable service. Keep your lodgement receipt.

6. Return shipping costs

For an approved change-of-mind return, you are responsible for return shipping. If a product is faulty, damaged in transit, incorrectly supplied or otherwise covered by a legal remedy, Race Reels® will pay or reimburse reasonable return or collection costs where required by law. Please contact us before arranging freight so we can provide the appropriate instructions.

7. Refund timing and method

Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds are initiated within 10 business days using the original payment method where practicable. Bank-transfer payments may be refunded to a verified bank account in the purchaser’s name. Your financial institution may take additional time to process the funds.

We do not refund any amount to a different person or an unverified third-party account.

8. Order changes and cancellations

Contact us immediately if you need to change or cancel an order. We will try to help, but an order cannot always be changed after processing or dispatch. If it has already been dispatched, the change-of-mind conditions may apply. This does not affect your rights where a product is faulty or incorrectly supplied.

9. Contact

Email: sales@racereels.com.au

Phone: 0412 304 849

Website: www.racereels.com.au