RETURNS POLICY

We are committed to ensuring all customers—including agents, distributors, and retailers—are satisfied with the quality and condition of supplied Goods. This policy outlines our procedures for handling returns by the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

1. Eligibility for Return

Damaged or Defective Goods
Claims must be submitted within 48 hours of delivery. Photographic evidence may be required. Where covered by statutory guarantees, we will offer a refund, repair, or replacement.

Incorrect Orders
If incorrect products are delivered due to our error, notify us within 48 hours. Items must be returned in original, resalable condition. We will cover return costs.

Expired or Close-to-Expiry Products
Products delivered close to or beyond their expiry date due to our oversight are eligible for return. Products that expire due to poor storage or stock rotation by the Customer are not eligible.

Shelf Damage or Product Deterioration
Claims relating to product deterioration, where goods have been stored correctly, may be reviewed upon submission of supporting evidence.

Stock Mismanagement
Returns due to over-ordering or internal mismanagement are not guaranteed and are reviewed on a case-by-case basis.

2. Timeframe for Returns

• Notification: All return requests must be submitted within 48 hours of delivery.
• Return Window: Approved returns must be received within seven (7) days of approval.

3. Return Procedure

To initiate a return:

1. Notify your sales representative; or
2. Email info@reximportsaustralia.com.au with:
• Order number
• Product description
• Reason for return
• Photographic evidence (if applicable)

We will confirm approval and provide return shipping details.

Return Address:
Rex Imports Australia Pty Ltd
Unit 1, 38 Sarich Court
Osborne Park, WA 6017

4. Refunds and Replacements

Once goods are received and inspected, we will issue either:

• A refund via the original payment method
• A credit note to the Customer’s account
• A replacement product (subject to availability)

Processing Time: Refunds are processed within seven (7) business days of return inspection.

5. Non-Returnable Goods

We do not accept returns for:

• Change of mind or ordering errors
• Opened or used products (unless faulty)
• Perishable or time-sensitive items unless supplied defective or expired

These exclusions are subject to Customer rights under the ACL.

6. Restocking Fees

Where a return is approved that is not due to our fault, a restocking fee may apply. This will be advised in advance.

7. Exchanges

Exchanges are only available for faulty, damaged, or incorrect items and are subject to stock availability. If the product is unavailable, we may offer a credit note or a suitable alternative.

8. Dispute Resolution

In case of disagreement, the Customer is encouraged to contact our Customer Service team. If a resolution cannot be achieved, the matter may be referred to mediation or lawful channels under the governing law.

9. Consumer Rights

Nothing in this policy affects rights under the Australian Consumer Law, including entitlements to refunds, replacements, or repairs for defective goods.

10. Contact Us

Email: info@reximportsaustralia.com.au
Phone: +61 (8) 9204 5666