Refund policy

Please do not return any item before contacting us. We will guide you through the correct return process to ensure your request is handled efficiently.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

Change of Mind

We accept change-of-mind return requests within 30 days of delivery for eligible items.

To qualify, products must be unused, in original condition, and returned with all original packaging and accessories, except where components have been unboxed by Rig Shop for professional assembly as part of a turn-key system.

Because many of our systems are built to order or professionally assembled, change-of-mind returns may not be available once assembly or preparation has commenced.

Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise agreed.

Turn-Key Systems & Cancellations

Rig Shop operates on a weekly build cycle during which turn-key systems are professionally assembled, configured, labelled and tested prior to dispatch.

Once assembly or preparation has commenced on a turn-key or custom-built system, cancellations or change-of-mind refunds may not be available due to the labour and configuration work completed specifically for your order.

This does not affect your rights under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or not as described, please contact us as soon as possible.

Where a product has a major failure under Australian Consumer Law, you may choose a replacement or refund.

Where a fault does not amount to a major failure, Rig Shop may provide a repair, replacement or refund in accordance with Australian Consumer Law.

Refunds for approved returns are generally processed within 7–14 business days after the returned item has been received and inspected.

Warranty

All products supplied by Rig Shop are genuine Australian stock sourced through authorised distribution channels.

Products include the applicable manufacturer's warranty, with warranty periods varying between brands and products.

If a warranty issue arises, Rig Shop can assist in coordinating inspection, repair or replacement in accordance with the manufacturer's warranty terms and Australian Consumer Law.

Exclusions

Change-of-mind returns and manufacturer warranties generally do not cover damage resulting from:

• Misuse or abuse
• Incorrect installation or setup
• Accidental damage
• Unauthorised modifications
• Normal wear and tear
• Cosmetic deterioration after delivery

These exclusions do not limit your rights under Australian Consumer Law.

How to Request a Return

To request a return, please email support@rigshop.com.au with your order number and a brief description of the issue or reason for return.

If your return is eligible, we will issue a Return Authorisation (RA) and provide instructions for returning your item.

Items returned without prior approval may not be accepted.