Refund policy

RVSUNSHADES c/o Insane Sale Pty Ltd

AT A GLANCE

• No-questions-asked returns: within 30 days; return postage paid by the buyer.
• Exchanges: request in writing within 30 days from dispatch; return and re-delivery postage paid by the buyer unless we sent the wrong item.
• Wrong item sent by us: within 30 days; we cover round-trip postage, subject to the item remaining unused, clean and brand new.
• Missing accessories: report in writing within 30 days from dispatch.
• Warranty claims: visual evidence is required. Replacement claims are eligible within the first 60 days; claims after 60 days are assessed for a repair/fix remedy.

IMPORTANT: ITEM CHECKS AND WARRANTY EVIDENCE

Before opening a parcel, check that the item matches your order. If you are unsure, take clear photos of the unopened package and email us for confirmation. Do not open or use an item that appears incorrect where the packaging provides sufficient identification, as this may make it ineligible for exchange.

All warranty claims must include adequate photos or video showing the issue. Returns without approved visual evidence are handled under the no-questions-asked return terms.

1. 30-DAY NO-QUESTIONS-ASKED RETURNS

Eligibility

Returns are accepted within 30 days from the date of purchase. Goods must be returned unused, clean, undamaged, in their original condition, and with all original packaging and accessories.

Restocking and handling charges

Approved returns incur a restocking fee of $35 per order item or 20% of the item cost, whichever is greater. Additional handling fees may be deducted where cleaning, tidying or repackaging is needed. Postage-related costs are non-refundable.

Resellable and non-resellable items

An unopened, resellable return may have a deduction to reflect discounted resale. Items that cannot be sold as new may incur a greater deduction. If an item is deemed unsellable, no refund will be issued and it may be disposed of. If you request its return, delivery costs are payable by you.

We may reject an unresellable return. If you ask us to return a rejected item, return postage is your responsibility. We reserve the right to decline returns considered malicious.

Refunds

Refunds are processed using the original payment method. For AfterPay full-order refunds, the restocking fee must be paid in advance before the full amount is refunded through AfterPay.

2. INCORRECT ITEM DELIVERED

Please check your delivery before opening the packaging. If there is any uncertainty, take clear photos of the unopened package and contact us.

Where we sent the incorrect item, we cover round-trip postage for the return and replacement. Where the incorrect item was ordered by the customer, return postage is the customer’s responsibility. In either case, the item must remain clean, unused and brand new to be exchangeable.

An incorrectly delivered item is not a reason to cancel an order. It will be handled under these exchange terms or the no-questions-asked return terms, as applicable.

3. EXCHANGES

Exchange requests must be made in writing within 30 days from dispatch, based on tracking history. The item must be unused, clean, brand new and suitable for resale. If returned items are damaged or not in acceptable condition, an exchange may be declined and re-delivery postage is payable by the buyer.

Fees and costs

A $10 administration and handling fee applies to every exchange. A further $20 handling fee applies to opened returns to cover inspection, cleaning and repackaging. For all exchange requests—approved or rejected—round-trip postage is payable by the buyer, except where we sent the wrong item.

Other exchange conditions

A replacement does not extend or replace the original warranty period. A maximum of one exchange is accepted per order; a handling fee applies to any further approved exchange. For wrong-model purchases, contact us before taking any action. We may require photos for confirmation, and return/re-delivery costs remain the buyer’s responsibility.

International exchanges are available only when the returned item is brand new. All shipping costs are paid by the buyer.

4. MISSING ACCESSORIES

All orders are checked before dispatch. If you believe accessories are missing, lodge the claim in writing within 30 days after dispatch, based on tracking history. Include details of the items you believe are missing.

We will verify the claim against dispatch and tracking records. If valid, we will arrange the appropriate remedy, which may include sending the missing accessory or another suitable solution.

5. ORDER CANCELLATIONS

Before dispatch

Orders may be cancelled before dispatch, subject to a fee of $15 or 6% of the order value, whichever is greater. This covers non-refundable payment-gateway commissions and order-processing costs.

After dispatch or delivery

After dispatch, cancellation is treated as a return under the 30-day no-questions-asked return policy. Goods must be returned in original condition with postage paid by the buyer. Delivered orders cannot be cancelled; a change-of-mind return may instead be requested under the 30-day return policy.

6. BACK-ORDERED ITEMS

If an item is on back order, please refer to the Partial Shipment section below. Back-ordered items may be cancelled before dispatch by email; include your invoice number.

7. WARRANTY CLAIMS — RETURN TO BASE

Product not meeting its primary advertised purpose

Where a product does not meet its primary advertised purpose, a full refund of the product cost is available once the goods are received in unused, resellable condition, undamaged, and complete with all packaging and accessories.

Claims may not be accepted for matters that do not prevent the product performing its primary function, including alignment issues, minor cosmetic imperfections, colour variation, minor size differences, image variation, obvious human error in content, or unintentional description errors where the majority of content indicates otherwise. Website images are for reference; where images conflict with text, the text prevails.

Defective on arrival

For a defective product, you may choose a full refund or an exchange. A defective-on-arrival claim must be made within 14 days of receipt. The product must remain unused and clean. Return postage is initially paid by the buyer and reimbursed if the claim is approved.

Claims after 60 days

Claims made after 60 days require detailed photos and descriptions. Replacement claims are available during the first 60 days. After that, we will provide a remedy plan for fixing or repairing the item. Return costs are the buyer’s responsibility.

Return-to-base conditions

Warranty is return-to-base. Except for an approved 14-day defective-on-arrival claim, buyers pay return costs. In-person returns are not accepted for online orders.

Pack returns securely to prevent damage. If poor packaging causes return damage, the buyer is liable and the item may not be refundable. Do not accept a delivery where the item or packaging is significantly damaged or opened; accepting postal delivery acknowledges the delivery condition.

Claims must be made in writing by the original buyer and include photos, the invoice and supporting details. Damaged items are not accepted for warranty claims or return. COD, Return To Sender and unauthorised returns are not accepted; the buyer bears the risk and postage for unapproved returns.

8. SHIPPING TERMS

Postal services are third parties arranged on behalf of the buyer. Our carrier choice is treated as the buyer’s choice unless the buyer appoints a carrier. A buyer may arrange pickup with a nominated carrier by prior agreement and valid proof of collection or a matching driver’s-licence copy.

Authority to leave is the default delivery setting except in specific cases such as Express services; the carrier decides whether to leave a parcel.

Orders with partial availability may be sent as partial shipments or held pending availability at our discretion. Oversized international items may be partly shipped unless otherwise requested at checkout.

For damaged parcels, refuse delivery where possible. If a parcel is left unattended and damaged, contact us promptly with clear photos. Postal delays are outside our control. If a parcel has not arrived three weeks after dispatch, contact the carrier or ask us to begin tracing; postal delay is not a reason for cancellation or refund.

Ensure your delivery location is accessible. If access is limited—for example, by gates or an apartment block—consider a PO Box or collection point. A failed delivery may require collection by the buyer.

9. HOW TO RETURN AN ITEM

1. Make sure the item is unused and clean.
2. Print the original invoice and include a note explaining the reason for return and the requested outcome.
3. Repackage the item securely with the invoice and note to avoid transit damage.
4. Post the parcel using a registered, postage-paid service to:

RVSUNSHADES
7/23A Cook Rd
Mitcham VIC 3132
AUSTRALIA

5. The return must be accompanied by a Return Form to avoid processing delays.
6. Once received, we inspect the item and advise the outcome. Any price difference or re-delivery charge will be confirmed by email before dispatch.

IMPORTANT DELIVERY NOTE

Unless essential, do not add new delivery instructions such as re-direction, as these can cause delays, return-to-sender outcomes or parcel loss. “Dependent item” means a product that must be used with another item to achieve its primary function.

FINAL NOTES

Mistakes and issues are unintentional. We aim to resolve concerns through reasonable discussion. Postage is non-refundable for all claim types. We may correct mistakes and address conflicts in these terms at any stage without prior notice.

Warranty is non-transferable and must be claimed by the original buyer. Products are intended for sale in Australia. We do not guarantee fitment for international orders; contact us before placing an international order so we can assess potential fitment issues.

By placing an order, you acknowledge and agree to these terms and conditions. If you do not agree, please do not proceed with the order.