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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.
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