Refund policy
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.
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
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.