Return & Refund Policy

At Gold Coast Racking, customer satisfaction is important to us. This Return & Refund Policy operates in accordance with the Australian Consumer Law (ACL). Nothing in this policy excludes or limits your rights under the ACL.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major fault, you may be entitled to a replacement, repair, or refund as provided by law.

Required Documentation

Please provide one of the following when submitting a return or refund request:

Tax invoice or proof of purchase.

Packing slip or order confirmation.

Processing Timeframe

Please allow up to 14 business days for the assessment and processing of approved returns.

Claims relating to damaged, missing, or incorrect items must be reported within 48 hours of delivery or collection.

Packaging Standards

You may return eligible items within 14 days of receiving the goods, provided that:

The item is unopened, unused, and in its original packaging.

The item is in a resalable condition.

The return has been approved by Gold Coast Racking.

Custom-Made and Pre-Order Items

All custom-made, modified, cut-to-size, and pre-order items are strictly non-refundable and non-cancellable.

Once a quotation or invoice has been accepted, or payment has been made, custom or pre-order items cannot be cancelled or refunded.

This includes specially ordered products that are not part of our standard stock range.

Exceptions apply where required under Australian Consumer Law.

Acceptance of Quotes and Invoices

Acceptance of a quotation, invoice, or payment for an order constitutes acceptance of our Terms and Conditions, including this Return & Refund Policy.

Customers are responsible for confirming all measurements, specifications, quantities, and product requirements before placing an order.

Restocking Policy

Approved returns due to a change of mind may incur a 15% restocking fee.

Goods that have been packed, specially ordered, or prepared for dispatch may also incur additional handling and administration charges where applicable.

Refund Process

Customers will be notified via email upon receipt of the returned item.

An additional email will be sent within 14 business days confirming whether the return has been approved.

Once approved, please allow up to 7 business days for the refund to appear in your nominated account or original payment method.

Merchant and payment processing fees charged by third-party payment providers are non-refundable where permitted by law.

Shipping and Handling Charges

Original shipping and freight charges are non-refundable.

Customers are responsible for all return shipping costs unless the item supplied is faulty or incorrect.

Damaged or lost items during transit are subject to investigation by the courier or third-party carrier, which may take up to 15 business days.

Delivery charges remain payable once goods have been dispatched.

Exchanges Policy

Exchanges may be offered for items of equal or lesser value, subject to stock availability.

Exchanges for higher-value items may incur additional charges.

Custom-made and pre-order items are not eligible for exchange unless required under Australian Consumer Law.

Installation Services

Installation fees are non-refundable once an installation booking has been confirmed or installation works have commenced.

Customers are responsible for ensuring that site access and installation requirements are met before the scheduled installation date.

We appreciate your business and aim to provide a seamless return and refund experience. If you have any questions or require further assistance, please contact our customer service team.

Jemss Trading Pty Ltd T/A Gold Coast Racking

ABN: 57 656 410 641

Email:accounts@goldcoastracking.com.au

Mobile: 0449 030 803

By accepting a quotation, invoice, or placing an order with Gold Coast Racking, you acknowledge and agree to this Return & Refund Policy.