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THE FEED

- Customer support -

Below you will find a range of information regarding the purchase and use of Rola products. If you have a question that is not answered below please get in touch.

General

Installation Support

If you need assistance installing your Rola product, please contact an authorised Rola installer (search for one on our stockists page) or get in contact with us directly.

Find a Stockist

To find your closest ROLA stockist, click here.

Using your Rola roof racks on a new vehicle

Because ROLA Roof Racks are specifically designed for your vehicle, they will not fit other makes and models. It may be unsafe, and you risk damaging your car if you force-fit a ROLA Roof Rack to vehicle it wasn't designed for.

Replacement Parts

If you need replacement parts for your ROLA Roof Racks, you should contact your local stockist as listed above, and arrange to have a replacement part sent to them for you to collect.

Disclaimer

All prices displayed and products offered for supply on the website are subject to change without notice. Cequent has made every effort to ensure that the information on our website is correct at the time of publication. However, as the content is constantly updated this website may contain information with inaccuracies and typographical errors.

Caring for your roof rack

To help you get the most out of your roof rack and to ensure it's prolong life, we have put together a 'care for your roof rack guide', which you can download on the below link.

Caring for your roof rack guide

Warranty

As a result of superior design and materials, ROLA proudly boast a 5 YEAR REPLACEMENT WARRANTY on roof rack products.

Roof Rack Warranty Statement

Privacy & Data Protection

Privacy and Data Protection Statement

Returns

We will accept goods for return:

1. for "change of mind" reasons, if the goods are unopened and in "as new" condition;

2. if you have received the wrong goods;
3. if you have received goods with missing parts or components;
4. if you have received damaged goods; or
5. if the goods are faulty.

If the returned goods have a "major failure" as defined in the Australian Consumer Law, for example:

1. the goods materially depart from any description given;
2. the goods materially depart from any sample shown;
3. the goods are substantially unfit for any purpose for which they are normally supplied for; or
4. the goods are not of acceptable quality because they are unsafe;

then we will remedy the situation in the manner chosen by you, either by refunding your money, replacing the goods or returning the faulty goods to you and compensating you for the reduction in value below the purchase price.

In the event that a return is the result of an error of our company or website - we will, at our option, issue a full credit or return label for pickup of the parts to be returned to our facility, or repair or replace the goods.

Goods Returned Procedure

It is essential that you comply with the following returns procedure:

1. You must ring or email our customer service office on 1800 812 017 from Monday – Friday 8:30am-5pm or claims@rola.com.au to first obtain a Return Authorisation Number and instructions on which freight carrier to use.
2. The goods can then be packaged for return to 49 Pacific Drive, Keysborough Vic 3173 and must have the Return Authorisation Number written on the outside of the package/s. (The Return Authorisation Number is used to reconcile the package that you are sending to us with your claim). You must also state your and reason for the return on the packing slip, if any. If you do not have your packing slip, please indicate the order number or the e-mail address and name of person who placed the order, along with the reason for your return on a separate piece of paper.
3. Please ensure our freight instructions are followed.

Notes:

1. Where we are replacing the goods, replacement goods will not be sent until orignal goods are returned.
2. Failure to provide a Return Authorisation Number as requested will delay processing of your claim.
3. Unless the goods are returned on the basis that they are faulty or damaged, goods must be in new condition, including the original box, packaging, all manuals and accessories. The value of missing items and/or damaged items where the damage occurred after delivery will be deducted from any credit or refund amount of a return.
4. Unless the goods are returned on the basis that they are faulty, goods that show clear evidence of use will not be accepted for refund.
5. Where we are providing a refund, you can expect a refund within 14 business days of our receipt of the goods in question. Refunds will be in the same form previously accepted for payment.In the event that a return is the result of an error of our company or website - we will, at our option, issue a full credit or return label for pickup of the parts to be returned to our facility, or repair or replace the goods.

MADE BY STUDIO EQUATOR

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