Refund policy

SCOPE AND APPLICATION

This Refunds and Returns Policy applies to all purchases made online, over the phone, or directly with Rogz Australia. By engaging with Rogz Australia, whether by using our websites, purchasing our products, subscribing to communications, or otherwise interacting with us, you acknowledge that you have read and understood this Refunds and Returns Policy.

At Rogz Australia, we want you to be completely happy with your purchase. We back our products and comply with the Australian Consumer Law (ACL). This policy explains your rights and how to make a return.

Your Rights under the Australian Consumer Law (ACL)

You’re entitled to a repair, replacement, refund or credit if a product:

−       is faulty, defective, damaged or unsafe

−       doesn’t match the description, sample or demo

−       isn’t of acceptable quality

−       isn’t fit for a purpose you told us about before purchase

−       is delivered late where timing was essential

These rights can’t be excluded. You’ll need proof of purchase (order confirmation, invoice or receipt).

Change-of-Mind Returns (Goodwill)

Not covered by ACL, but we offer a simple option:

−       Notify us within 14 days of delivery

−       Item must be unused, in original packaging, with all tags/accessories

−       You cover return shipping

−       A restocking fee (up to 20%) may apply (we’ll confirm before you send anything back)

What’s Not Returnable (unless faulty)

−       Items not stored/used per manufacturer instructions

−       Damage after delivery (misuse, neglect, pet chewing, abnormal wear)

−       Expired stock (unless we’re at fault)

−       Personalised, customised or special-order products

−       Clearance/sale items where stated “final sale”

How to Lodge a Return

−       Faulty/Warranty: support@rogz.com.au

−       Order errors / Damaged in transit: support@rogz.com.au

−       Phone: +61 (0)7 5531 3548

Please include:

−       your name/business name and account number (if applicable)

−       order/invoice number

−       product code(s) and quantity

−       reason for return

−       clear photos of the issue (if faulty/damaged)

We’ll assess your request and email you an RA number if approved.

−       Pack securely and include the RA and invoice

−       Write the RA number on the outer label

−       Send to:
Rogz Australia Returns Department
25 Calabro Way, Burleigh Heads QLD 4220

We aim to inspect items within 5 business days of receipt and confirm the outcome (repair, replacement, refund or credit).

Who Pays Return Shipping?

−       Faulty / damaged / supplied in error: We cover return shipping or provide a prepaid label/collection.

−       Change of mind: You cover return shipping.

Refunds & Processing Times

−       Refunds go to the original payment method only

−       Please allow up to 10 business days after we receive and approve your return

−       Original shipping fees are non-refundable unless the item was faulty or supplied in error

Warranty

All products carry a 12-month warranty against manufacturing defects (in addition to your ACL rights).

Not covered: normal wear and tear, chewing, tearing, misuse, improper storage, or use outside intended purpose.

Proof of Purchase

A receipt, invoice or order confirmation is required for all returns and warranty claims.

Updates to This Refunds and Returns Policy

We may amend this Refunds and Returns Policy from time to time to reflect changes to our practices, applicable laws, or other reasons. The current version will be available on our website. Material changes may be notified via email or prominent website notices.

Contact Details

Rogz Australia

25 Calabro Way. Burleigh Heads QLD 4220

support@rogz.com.au

+61 (0)7 5531 3548