Return Policy

Returns & Refunds Policy

Thank you for choosing Rock Around The Block! We want you to be completely satisfied with your purchase. Please read our returns policy below.

Change of Mind Returns

We accept change of mind returns within 14 days of purchase, subject to the following conditions:

  • Item must be unopened and in original packaging
  • A 15% restocking fee applies to cover inspection, repackaging and handling costs
  • Customer is responsible for return shipping costs
  • Proof of purchase (order number and date) must be provided
  • Refunds will be processed as store credit or exchange for an item of equivalent value

Items excluded from change of mind returns:

  • Items specifically cut to size (pond liners, geotextile fabric, cables, hoses, etc.)
  • Custom-manufactured items (lights, fixtures, etc.)
  • Heavy or bulky items over 10kg
  • Items requiring user assembly that have been opened or assembled
  • Commercial quantities
  • Clearance or sale items
  • Items with tampered, removed or damaged warranty/identification labels
  • Electrical items that have been installed, used or had cables cut

Warranty & Faulty Items

Almost all of our products come with manufacturer warranties ranging from 1 year to 30 years (some even lifetime). Warranty details are specified on individual product listings.

If your item is faulty or defective:

  • Contact us within 7 days of delivery by calling 1300 733 113 or emailing sales@ratb.com.au
  • Provide your order number, date of purchase, and details of the fault
  • We will arrange a return or replacement at no cost to you (as per Australian Consumer Law)
  • No restocking fee applies to warranty claims or faulty items

Please note:

  • Any tampering, removal of warranty labels, cable cutting, or damage to electrical components will void the warranty
  • Claims for missing components or damaged products must be made within 72 hours of delivery (photographs may be requested)

Cancellations

You can cancel your order at any time before it is shipped. Once shipped, our returns policy above applies.

How to Process a Return

  1. Contact us at sales@ratb.com.au or call 1300 733 113
  2. Provide your order number and reason for return
  3. We will provide return instructions and, if applicable, calculate the restocking fee
  4. Return the item in original packaging with all components
  5. Refund or store credit will be processed within 5-7 business days of receiving the return

View Full Warranties & Returns Policy Page