Returns and Refunds

We accept returns on eligible items within 14 days of delivery. To be eligible for a return, items must be unused, in their original packaging, and in the same condition as when they were received.

For orders placed between 18 December and 8 January, we offer an extended 21-day return window to accommodate holiday closures.

A 10% restocking fee applies to change-of-mind returns on full-price items.

Pre-Orders

Some items are sold as pre-orders ahead of stock arriving, clearly marked as such on the product page with an estimated dispatch window and, where relevant, a limited batch quantity. Placing a pre-order secures your unit from that batch at the listed price. Estimated dispatch windows are our best information at the time, based on production and freight schedules, and are not guaranteed. Delays in production or international freight can push the date, and we will keep you updated if timing changes.

Cancelling a pre-order before dispatch You can request to cancel a pre-order at any time before it has been dispatched by contacting riley@rb-innovations.com.au. Pre-order payments are processed and held against the batch before the item exists in stock, and payment processing fees charged to us on that payment are not returned to us when we issue a refund. Because of this, change-of-mind cancellations of a pre-order are refunded at 95% of the amount paid. The 5% non-refundable portion covers the payment processing fees and admin cost of the cancellation, and no separate cancellation or restocking fee applies on top of it. This is lower than the 10% restocking fee on standard change-of-mind returns, since no physical item has shipped and there is nothing to restock.

If we cancel or cannot fulfil a pre-order If RB Innovations cancels a pre-order, or a batch cannot be fulfilled for any reason on our end (for example a supplier production failure), you will receive a full refund with no fee deducted. The processing-fee deduction above applies only to a customer-initiated change-of-mind cancellation, never to a cancellation caused by us.

Once a pre-order has been dispatched Once a pre-order item has shipped, it is treated as a standard order and falls under the standard Returns and Refunds terms in this policy (14-day return window, restocking fee on change-of-mind returns, and full cover for faulty, damaged, or incorrect items as below).

Faulty, damaged, or not as described Your rights under Australian Consumer Law are not affected by the pre-order processing fee above. If a pre-order item arrives faulty, damaged, or not as described, you are entitled to a full refund, replacement, or repair at no cost to you, including the processing fee, under the same terms as any other order.

Sale and Clearance Items

Items purchased on sale or clearance are not eligible for change-of-mind returns. However, if a sale or clearance item arrives faulty, damaged, or not as described, you are absolutely entitled to a replacement, repair, or refund under Australian Consumer Law.

Non-Refundable Items

The following items are not eligible for change-of-mind returns:

• Custom-made or personalised items
• Gift cards

Change-of-mind cancellation of a pre-order item follows the Pre-Orders section above rather than this list, since the item has not yet been delivered.

How Refunds Are Processed

Once we receive your returned item and confirm it meets the return conditions, your refund will be processed within 5 to 10 business days. Refunds are issued to the original payment method used at checkout. Please note your bank or payment provider may take additional time to reflect the refund in your account.

Return Process

To start a return, contact us at riley@rb-innovations.com.au and we will guide you through the process. Once your return is approved, you will receive instructions on how and where to send the item.

Customers are responsible for covering the cost of return shipping, unless the item received was faulty, damaged, or incorrect, in which case we will cover return shipping.

Faulty, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or not what you ordered, please contact us within 14 days of delivery with photos of the issue. We will arrange a replacement, repair, or full refund at no additional cost to you, including return shipping.

Your Rights Under Australian Consumer Law

Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law. If a product has a major fault, you are entitled to a replacement or refund. If the fault is minor, we may choose to repair the product within a reasonable time.

For more information about your rights, visit the ACCC website.

Contact Us

If you have any questions about returns or refunds, please contact us at riley@rb-innovations.com.au.