Timeframe: You have 30 days from the date you receive your item to initiate a return or exchange.
Condition: Items must be unused, unwashed, and in their original packaging with all tags attached. This means no scuffs, dirt, pet hair, or signs of field use.
Proof of Purchase:Â You must provide your original order number or receipt.
For health and safety reasons, we cannot accept returns on:
Used or worn items (unless defective and covered under warranty).
Items that are damaged due to misuse, accident, or improper care.
Final sale items (e.g., clearance, used gear, or custom/modified products).
Step 1: Contact Us
Email us at sales@ruggedraptor.com.au with your order number and the items you wish to return/exchange.
Step 2: Get Authorization & Shipping Label
We will provide you with a Return Authorization (RA) number and instructions. Returns without an RA number will not be accepted.
For refunds: A prepaid return shipping label will be provided. The shipping cost will be deducted from your refund for non-defective items.Â
For exchanges within Australia: Free shipping is inclusive, we will generate and provide a label for the return of the original item.
Step 3: Pack and Ship
Securely pack the item in its original packaging, include the RA number inside the box, and ship it using the provided label.
What if the return shipping cost is high?
Before you send your item back, get in touch with us at sales@ruggedraptor.com.au. We may be able to recommend more affordable shipping providers or help you find a lower-cost option.
Keep in mind that once you have already posted your return, we are no longer able to offer any assistance or reimbursement for shipping charges.
Processing Time:Â Once we receive and inspect your return, we will process your refund within 5-7 business days.
Method:Â Refunds will be issued to the original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account.
Shipping Costs:Â Original shipping fees are non-refundable. Return shipping fees are the responsibility of the customer for non-defective returns.
Need a different size, colour, or product?
Follow the steps above to return the original item for a refund.
Place a new order for the item you want on our website.
This is the fastest way to ensure you get the correct item, as it secures the new product for you immediately.
Received a damaged item or discovered a manufacturing defect? This is covered under our warranty, not the returns policy.
Please do not initiate a standard return. Instead, contact our support team at sales@ruggedraptor.com.au, and we will handle it under our Limited Lifetime Warranty program, which includes prepaid shipping for the defective product.
Customers outside of Australia are responsible for all return shipping costs and any applicable import duties/taxes. We recommend using a trackable shipping service.
This 30‑day change‑of‑mind policy is an extra convenience we voluntarily offer to our customers. It does not replace or limit any of your rights under the Australian Consumer Law (ACL).
Under the ACL, if your Rugged Raptor product has a major fault, is unfit for its intended purpose, or does not match the description we provided, you are entitled to a remedy – which may include a full refund, replacement, or repair.
For these types of issues, the 30‑day time limit does not apply, and we also do not require the item to be unused or in its original packaging. We will also take care of all return shipping costs for faulty or misdescribed items.
If you have any questions or need help with a return, just reach out to us at sales@ruggedraptor.com.au – we're always happy to assist.
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