Return Policy

Return & Exchange Summary 

Items Timeline* Return Postage Re-delivery Postage
No Question Asked Return 30 days Buyer n/a
Exchange of Goods 30 days Buyer Buyer
Wrong Item Delivered 30 days Seller Seller**
Missing Accessories 30 days n/a Seller
Order Cancellation n/a n/a n/a
Back Order Item n/a n/a n/a
Warranty Claim 60 days Buyer Seller**
Warranty Claim After 60 days Buyer Buyer
Shipping Terms N/A N/A N/A

* from the date of dispatching
** condition applied

IMPORTANT:
All warranty claims are required to supply sufficient visual evidence (photos or video) to depict the issue(s) for us to evaluate and approve. Unapproved returns will be handled as No Question Asked Return terms

 

30 Days No Question Asked Return Guarantee

We understand that if the buyer doesn’t want the purchase, there must be the reason(s), including a change of mind, the wrong item purchased, etc.

We accept a 30-day-return of goods with no question asked, as long as goods are returned to us in original condition, unused, clean, undamaged, and with all packing and accessories intact.

A restocking fee of $35 per order item, or 20% of the item cost, whichever is greater, and a possible handling fee if returned product need to be cleaned, tidy up, and repackage, will be deducted from the refund amount for approved return, to recover our financial costs for cancelling the delivered order (we do not get a refund of fees charged by financial institutes, handling, and delivery cost).  All postal-related costs are non-refundable.

For returned items that cannot be sold as new, more cost would be deducted from the refund to cover the loss for discounted reselling of the item.

For returned items that cannot be sold at all, no refund will be made. Item will be disposed of. Shall the buyer want to retrieve the return, the delivery cost is payable by the buyer.

For un-resellable returns, we reserve the right to reject the return. Shall buyer wants to retrieve it, return postage is on the buyer’s account.

Refunds will be made via the same channel of payment made. For the AfterPay payment method, if it is a full order refund rather than a partial refund, the restocking fee is payable in advance before the full amount is refunded via the AfterPay platform.

Exemption: We reserve the right to disapprove malicious returns at our discretion.

Wrong items delivered

If an incorrect item was delivered, the buyer shall first contact us with photos showing the content of the goods received. Upon our confirmation, we will cover returning and re-delivery costs by sending a return postage label. Correct item(s) will be re-delivered at our cost after receiving returned item in acceptable condition.

Despite the item being incorrectly packed and sent, the buyer shall maintain the original condition of the item, and do not use the item. Shall the returned item be in unreasonable conditions, eg dirty, a sign of use, or damaged, the return won’t be accepted.

The wrong item delivered is not an acceptable reason for cancelling the order, otherwise will be handled as No Question Asked Return Guarantee terms.

 

Exchange of goods

It is the buyer’s responsibility to verify if a selected item is correct before making a purchase, or if the selected item is applicable and suitable for the expected purpose. If in doubt, please contact us prior to purchase. We are not liable for the buyer’s assumption.

  1. Exchange requests will be processed and reviewed only if the exchange request in writing is lodged to us within 30 days since dispatch based on tracking record history.
  2. Only unused, clean, and ready for reselling as brand new conditions will be accepted for exchange.
  3. Handling fees will be charged for returning items that had been opened.
  4. Shall return item is not resellable as a new item, the exchange request might be declined or a compensation rate will be charged for reselling at a discounted price.
  5. The replacement item does not extend or replace its original purchase warranty term and period.
  6. If a wrong model is purchased, the buyer shall first contact us to confirm before further action. Photos from buyers may be required for us to confirm. For wrong model selection, the return of goods and re-delivery costs are both on the buyer’s account.
  7. A maximum of one exchange is acceptable per order. A handling fee is chargeable for further approved exchanges.
  8. Round-trip postage is to be paid by the buyer for all exchange requests, approved or rejected.

International

For international orders, an exchange is acceptable too, as long as returned items are in brand-new condition, and the buyer pays all shipping costs associated with the exchange.

 

Missing Accessories

We check items before packing and sending, to ensure all items are free of fault, and included accessories are packed. In rare cases, if you believe there are missing accessories, missing item claims must be lodged in writing within 30 days after the item is dispatched, based on tracking history. Thus, please check all accessories as soon as receiving your order.

 

Order Cancellation

Cancellation of an order before dispatching

Cancellation before dispatching is subject to a 6% handling fee.

If the order has been dispatched before receiving an order cancellation request in writing, it will be handled as 30 days return, where the buyer is required to return the goods in their original condition with postage paid.

Shipped items are not able to be cancelled. For a change of mind, buyers can return under the 30-day No Question Asked term.

 

Back Order Items

Please see the “Partial Shipment” term under Shipping Term below

 

Warranty Claim

Return of goods due to Defective or Purpose Significantly Different

Return is acceptable with the following circumstances and conditions:

  1. The product purchased does not meet its primary purpose advertised. Shall products do not perform their designed purpose, a full refund of product cost will be made upon receiving returned goods in unused/resellable condition, undamaged, with all packing boxes and accessories.
  2. A claim might not be accepted if stated reasons do not prevent products from performing the primary function, eg. alignment, minor cosmetic imperfection, color variation, minor size variation, image variation, error images, obvious human error in contents, unintentional mistakes in description conflicting with the majority of the content.
  3. Image contents used on the website are for reference only. If conflicts are found between images and textual content, textual content shall overrule image content.
  4. The product is defective. If the product is defective, an exchange or full refund of product cost will be made upon receiving returned goods in unused condition, undamaged. Buyers can choose a full refund or exchange. Defective On Arrival (DOA) claim must be lodged within 14 days from the date of receiving the product, and that the product remains unused and clean condition as delivered.
  5. All cost for the return of goods is on the buyer’s account. Return in person is NOT acceptable for all online orders.
  6. Buyer shall return goods in secured packing, to avoid goods being damaged on the return trip. Shall returning item was damaged due to insufficient packing when returning, it is on the buyer’s liability and the damaged item might not be refundable.
  7. Do not accept delivery if the item or its packaging arrived significantly damaged, or been opened. Accepting postal delivery implies the buyer’s acceptance of the delivery condition and verifies the item received is in good condition.
  8. Damaged items will not be accepted for warranty claim and return.
  9. All claims must be lodged in writing, with supporting photos clearly showing the issues, the invoice of the item, and by the original buyer.
  10. COD return and Return To Sender are not acceptable returning methods. The risk of unauthorised returns or unapproved returns is on the buyer’s account. Return postage must be paid or such cost will be deducted from the approved refund amount.

 

Shipping Terms

Postal service is a third-party service we organize on behalf of buyers. How they operate is completely out of our control. Buyers may appoint their own postal service to come and pick up orders upon prior arrangement. Otherwise, our carrier selection is equivalent to the buyer’s choice.

Appointed Pick-Up

Buyers can appoint their own carrier to come and pick up orders as long as the carrier can provide legitimate proof of collection, or a driver’s license copy of the buyer (with name and address matching the order). Prior arrangement is required.

 

ATL

Authorize To Leave (ATL) is a default setting for all deliveries (except particular cases, eg Express etc). However, postal carriers will determine if it is safe to leave the parcel themselves. This decision is purely at their discretion and we have no control over it.

 

Partial Shipment

For orders with partial availability, by default, they will be shipped either partially or pending availability if a new stock will arrive within a week, at our discretion. Dependent items# will not be partially shipped.

For International shipments, there is a size and length limitation. Shall some of the items be oversized, the order will be shipped partially by default. Oversized items will be refunded.

If you do not wish to ship partially, please state that “ship in full order” in the message box on the Check-Out page.

Buyer is able to cancel the back-order item anytime before dispatch if decides not to wait, by sending a request to rvsunshades.com.au@gmail.com stating Invoice Number as reference.

Postal Damage

Shall parcel arrived damaged, please refuse to accept. If the parcel was delivered unattended, please report to us immediately with photos showing clearly the damages for our instruction

Postal Delays

Postal services are provided by 3rd parties, and we have no control over them. If the parcel doesn’t turn up after 3 weeks of the dispatch date, please either contact the postal carrier directly or inform us so that we can trace it for you. However, this is not a valid reason for cancellation or refund requests.

 

Fail Delivery Attempt

To avoid delay, make sure your delivery location is accessible by the delivery driver.

If buyers are living in a large apartment block that requires security access, or a destination with any barrier for the delivery person to access, eg locked gates, guard dog, unsafe access etc, please send to PO Box, Parcel Collection Points etc. Otherwise, your parcel might be left at a collection point selected by the courier. The buyer is required to go and collect the parcel.

Any barrier that stops the delivery driver to reach the buyer’s doorstep could end up with “Fail Delivery Attempt” status and the buyer will have to go and collect the parcel.

 

* If not extremely necessary, do not make new delivery instructions, eg re-direction. Past experiences indicate that any change made during transit could cause serious delay, bounce back, or parcel loss.

# Dependent item refers to those that must be used in conjunction with other items in order to perform their primary functions.

 

NOTE:

  1. Mistakes and issues are unintentional. We are eager to maintain a high customer satisfaction level, and endeavor to resolve any issues with buyers, via reasonable discussion.
  2. Postage is not refundable in all types of claims.
  3. We reserve our right to correct mistakes and conflicts in all our terms and conditions at any stage without prior notice.

 

IMPORTANT:

  1. The warranty is not transferable. All claims must be done by the original buyer only.
  2. Goods are intended to be sold in Australia. We do not guarantee the fitment issue for international orders. Please contact us before placing the order so that we can determine and advise if any issue with the fitment of our products other than in Australia.
  3. By processing the order, you have agreed to all the terms above. Otherwise, please do not proceed further.