Returns Policy

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major fault or doesn’t match its description, you may be entitled to a remedy.

How returns work

Our commitment

  • We’ll assess your request fairly and communicate clearly.
  • We’ll offer the appropriate remedy based on the issue (repair, replacement, refund, or other recourse).
  • We’ll help troubleshoot fitment issues and missing components quickly.

Your commitment

  • Contact us as soon as you notice an issue.
  • Provide proof of purchase (receipt/order confirmation).
  • Return items in a resaleable condition with original packaging (where applicable).

At a glance: what can be returned?

Any product can be returned — but conditions and costs depend on the reason for return.

  • Change of mind / incorrect purchase: accepted if the item is resaleable and returned within 30 days.
  • Faulty product: you may be eligible for repair, replacement, or refund depending on whether the fault is major.
  • Missing parts/components: we’ll send the missing items listed in the product contents/inclusions.
  • Fitment issue where listing said it would fit: we’ll investigate and resolve (including refund/replacement where appropriate).

Change of mind or incorrect purchase

Important: We aren’t required to accept returns for change of mind or when a product doesn’t fit/suit your vehicle because an incorrect decision was made. However, we will allow a return if it’s resaleable and within 30 days.
What “resaleable condition” means
  • Item is unused and in a condition suitable for resale.
  • Includes original packaging and is packed the same way it arrived.
  • Packaging (box/inserts) should be in the same condition as received.
  • If your packaging is damaged, contact us — we may be able to work something out.

Return options and costs

Returns to A1 Roof Racks (recommended)

  • A restocking fee applies.
  • You’ll also be charged the shipping cost we paid to send the goods to you.
  • You cover the cost to ship the items back to us.
  • Return address 14 McDougall St, Kotara, NSW 2289
  • In-store return option Return in person to save on return shipping (where applicable).

Returns to our suppliers

Suppliers often charge us a higher restocking fee. For that reason, returning items to us is usually best.

If returning to a supplier is more convenient or affordable, contact us first so we can confirm the correct location and your costs.

Faulty products

You may request a repair, return, replacement or refund where a product has a fault. The remedy depends on whether the fault is considered major.

What is a “major fault”?

A major fault is when the item:

  • has a problem that would have stopped someone from buying it if they’d known about it,
  • is unsafe,
  • is significantly different from the sample or description,
  • doesn’t do what we said it would, or what you asked for, and can’t be easily fixed.

If the issue is major, you can choose a replacement or refund (or keep the item with compensation for the drop in value, where applicable).

What if the fault is not major?

If the problem is not major, we will repair the item within a reasonable time. If it’s not repaired within a reasonable time, you can choose a refund or replacement.

Please keep your proof of purchase (e.g. receipt/order confirmation).

Missing parts or components

If your item is missing parts or components that it’s meant to include (as listed on the box contents, inclusions list, product description, or manufacturer booklet), we’ll send the missing items to you. Nice and simple.

Fitment issues

The listing said it would fit, but it doesn’t

If our product listing stated the item would fit and it doesn’t, and you followed the instructions correctly, we’ll have a product specialist contact you to diagnose the issue.

  • If we can fix it with additional parts or guidance, we’ll do that.
  • If we can’t, we’ll work with you to resolve it (refund, replacement, or other recourse).

If we assured fitment and it doesn’t fit

If you were assured the product would fit and it doesn’t, that’s on us (or our suppliers). Under Australian Consumer Law, you may be eligible to return the goods for a refund if the item doesn’t do what we said it would (or what you asked for) and can’t be easily fixed.

Our TruFit Guarantee

Not sure what suits your vehicle or setup? Contact our product specialists and we’ll guide you through it. If items don’t fit and you’ve provided the correct information (yes, we do keep track), we will replace the products or arrange a return + refund.

Packaging requirement

Yes — items must be returned in a resaleable condition. This means they must be packed in original packaging and packed the same way you received them.

If your packaging is not in the same condition as received, contact us first — we may be able to work out an alternative.

Return steps

  1. Contact us with your order details and the reason for return.
  2. We confirm options & costs (including any restocking fee and shipping components, where applicable).
  3. Pack securely in original packaging, in the same condition as received.
  4. Send back (or return in-store if convenient).
  5. Assessment & resolution (repair, replacement, refund, or other outcome depending on the situation).

If anything here is unclear, reach out — we’d rather solve it with you quickly than have you guessing.