Returns Policy

1.General Returns Policy

Important: Your Consumer Guarantees

This return policy outlines our change of mind and return procedures. However, these policies do not affect your statutory rights under the Australian Consumer Law. Consumer guarantees cannot be excluded, and you are entitled to remedies (repair, replacement, or refund) if products are faulty, damaged, do not match their description, or fail to meet consumer guarantees, regardless of any time limits mentioned in this policy. For more information about your consumer rights, please refer to our Terms & Conditions or visit accc.gov.au.

Change of Mind:

Custom Products (Rock Board® ID Displays & Hi-Vis Asset Decals):

• Due to the nature of personalization, custom orders are non-refundable.
• You may request changes to your custom display characters within 24 hours of order submission at no additional cost.
• After the 24-hour period, any modifications will incur a replacement part fee.
• Please double-check your order details before confirming your purchase.

Modular Rock Board® Products & XCELR8® Products:

• We do not accept returns or offer refunds for change of mind. Ensure you choose the correct product before finalizing your purchase.

2.Damaged or Faulty Products

If your product arrives damaged or faulty, we will repair, replace, or refund it as required under the Australian Consumer Law. We recommend that you notify us as soon as possible after receiving the product, ideally within 30 days, to facilitate a timely resolution. However, please note that your rights under the Australian Consumer Law are not limited by any time period mentioned in this policy. You have a reasonable time to discover and report faults, which may extend beyond 30 days depending on the nature of the product and the defect.

Custom Rock Board® Products:

• If a custom Rock Board® ID display arrives damaged or defective, we will arrange for a replacement or refund after verification.
• Important: Custom products are fully covered by consumer guarantees under the Australian Consumer Law. If a custom product is faulty, damaged, or does not meet its description, you are entitled to a remedy regardless of our change of mind policy.

Modular Rock Board® Products:

• Missing parts or defective components will be replaced free of charge.

XCELR8® Products:

• Damaged or faulty XCELR8® products are eligible for either a replacement or refund.

3.Eligibility for Returns

To qualify for a change of mind return or refund:

• The item must be unused and in its original condition as received.
• The product must be returned in its original packaging, with all labels and components included.
• Proof of purchase, such as an order number or invoice, must be provided.

Note: These requirements apply to change of mind returns. For products that are faulty, damaged, or do not meet consumer guarantees under the Australian Consumer Law, different requirements may apply. We will work with you to resolve issues in accordance with your statutory rights.

4.How to Request a Return or Refund

If you wish to request a return or refund for damaged or faulty products, follow these steps:

• Contact Us: Notify us as soon as possible after receiving the product via email or phone. We recommend contacting us within 30 days to facilitate a timely resolution, but this is a practical guideline and does not limit your rights under the Australian Consumer Law.
• Provide Details: Include your order number and a detailed description of the issue. Photos of the product and packaging may be requested for verification.
• Approval Process: Once approved, we will provide return instructions or process a replacement/refund.

5.Replacement Fees for Custom Products

If you entered incorrect display characters for your custom Rock Board® ID display and missed the 24-hour modification window, a replacement part fee will apply to cover the cost of the new characters.

6.Contact Us

For any questions about returns or refunds, please contact us through our contact page or email us at: sales@afsigns.com.au