Refund policy
Returns, Refunds & Exchanges Policy
Big Red Truck Fire Rescue wants you to be satisfied with your purchase. This policy explains our procedures for change-of-mind returns, exchanges, damaged or faulty goods and refunds.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Change-of-Mind Returns
Big Red Truck Fire Rescue offers a 14-day change-of-mind return period.
You may request a change-of-mind return within 14 days of receiving your order.
To be eligible for a change-of-mind return, the item must:
- be unused and unworn;
- be in the same condition in which it was received;
- have all original tags, labels and accessories attached or included;
- be returned in its original packaging and in a resaleable condition; and
- be accompanied by acceptable proof of purchase.
Please take care when opening your order. Where possible, packaging should be opened carefully by cutting tape or seals rather than tearing or damaging the packaging, so that it remains suitable for resale.
Change-of-mind returns are subject to approval by Big Red Truck Fire Rescue.
How to Request a Return
Before returning an item, please contact us at:
Where applicable, we will issue a Return Merchandise Authorisation (RMA) number and provide instructions for returning the goods.
Returns may be directed to:
Big Red Truck Fire Rescue
Unit 12/65 Business Street
Yatala QLD 4207
or, where appropriate:
Big Red Truck Fire Rescue
PO Box 55
Ormeau QLD 4208
Please do not send goods to the PO Box unless instructed to do so, as some products and freight services cannot be accepted through Australia Post.
For change-of-mind returns, items returned without prior authorisation or an RMA number may be refused or returned to the sender.
This requirement does not limit any rights you may have under the Australian Consumer Law.
Return Freight – Change of Mind
Unless otherwise agreed, customers are responsible for the cost and risk of returning goods where the return is due solely to a change of mind.
Original delivery or freight charges are generally not refundable for change-of-mind returns.
We recommend using a trackable freight service and retaining your proof of shipment.
Faulty, Defective, Damaged or Incorrect Goods
Please inspect your order as soon as reasonably possible after delivery.
If an item is faulty, damaged, unsafe, materially different from its description, or you have received the wrong item, please contact us as soon as possible at:
Please provide your order details and, where possible, photographs or other information that will help us assess the issue.
Big Red Truck Fire Rescue may inspect or assess the product before determining the appropriate remedy.
Your rights in relation to faulty or defective products are governed by the Australian Consumer Law and are separate from our 14-day change-of-mind return policy.
Australian Consumer Law – Major and Minor Problems
Products sold by Big Red Truck Fire Rescue come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major problem, you may be entitled to choose between a replacement or a refund.
A major problem may include circumstances where the product:
- is unsafe;
- is substantially unfit for its normal purpose and cannot easily be made fit;
- is substantially unfit for a purpose you specifically made known to us and cannot easily be made fit;
- is significantly different from its description, sample or demonstration model; or
- has a problem that would have prevented a reasonable customer from purchasing it had they known about the problem beforehand.
If a product has a minor problem, Big Red Truck Fire Rescue is entitled to provide an appropriate remedy, which may include repairing the product within a reasonable time.
If a minor problem cannot be repaired within a reasonable time, further rights may arise under the Australian Consumer Law.
Returning Faulty Goods
A product being returned because of a fault or other Australian Consumer Law claim does not need to be in its original packaging.
We may request proof of purchase, such as an invoice, order confirmation, receipt or other reasonable evidence of purchase.
Where a product is confirmed to have a fault covered by the Australian Consumer Law, Big Red Truck Fire Rescue will meet or reimburse reasonable return freight costs where required by law.
For large, heavy or difficult-to-return products, please contact us before arranging freight. Depending on the circumstances, we may arrange collection or another suitable method of assessment or return.
Damaged in Transit
If your order arrives damaged, please contact us as soon as reasonably possible after delivery.
Where possible, please retain:
- the damaged product;
- the original packaging;
- freight labels and consignment documentation; and
- photographs showing the condition of the goods and packaging.
This information assists us in investigating the matter with the freight carrier and arranging an appropriate resolution.
Failure to retain the packaging does not automatically remove any rights you may have under the Australian Consumer Law.
Exceptions to Change-of-Mind Returns
Unless required by law, we do not normally accept change-of-mind returns for:
- custom-made products;
- personalised or specially configured products;
- special-order products sourced specifically for the customer;
- clearance or final-sale products where clearly identified as such at the time of purchase;
- opened sealed products where the seal is necessary for hygiene, safety, certification or product integrity;
- hazardous materials;
- flammable liquids or gases; or
- products that cannot safely or lawfully be returned using normal freight services.
These exclusions apply to change-of-mind returns only.
They do not exclude any rights you may have where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Special Orders and Custom-Made Products
Special-order, customised, manufactured-to-order or personalised products cannot normally be cancelled or returned because of a change of mind once production, modification or procurement has commenced.
This includes products ordered specifically from a supplier at the customer's request or products manufactured, engraved, labelled, configured or otherwise altered specifically for the customer.
Your Australian Consumer Law rights continue to apply if such goods are faulty or otherwise fail to meet applicable consumer guarantees.
Exchanges
If you would like to exchange an item because of a change of mind, please contact us within the 14-day return period.
Subject to approval and stock availability, we may offer an exchange.
In many cases, the simplest method is to return the original item in accordance with this policy and place a separate order for the replacement item.
Any difference in product price and applicable freight charges will be payable or refunded as appropriate.
Refunds
Once your return has been received and inspected, we will advise you whether the return has been approved.
Where a refund is approved, it will generally be processed to the original payment method.
We aim to process approved refunds within 10 business days.
Please note that banks, payment processors and credit card providers may require additional time to process and display the refund in your account.
If more than 14 business days have passed after we have confirmed that a refund has been processed, please contact:
Refund of Freight Charges
For approved change-of-mind returns, original freight charges are generally not refundable.
Where goods are faulty, incorrectly supplied, damaged or otherwise subject to a remedy under the Australian Consumer Law, freight costs will be handled in accordance with applicable consumer law requirements.
Proof of Purchase
We may request reasonable proof that the product was purchased from Big Red Truck Fire Rescue.
Acceptable proof may include:
- a Big Red Truck Fire Rescue tax invoice or receipt;
- online order confirmation;
- account transaction history;
- credit card or bank statement; or
- other reasonable evidence showing the purchase.
Warranty Claims
Manufacturer or supplier warranties may apply to some products sold by Big Red Truck Fire Rescue.
These warranties are additional to, and do not replace or limit, your rights under the Australian Consumer Law.
A manufacturer's stated warranty period does not necessarily determine how long your rights under the Australian Consumer Law may apply.
Assessment and Testing
For technical, specialist or safety-related products, Big Red Truck Fire Rescue may need to inspect, test or refer the product to the manufacturer or authorised service agent to determine the cause of the reported issue.
We will endeavour to complete assessments within a reasonable period.
If the assessment confirms that the product is not faulty and the issue has resulted from misuse, accidental damage, incorrect installation, unauthorised modification or another circumstance not covered by the Australian Consumer Law or applicable warranty, reasonable testing, freight or repair charges may apply where legally permitted.
We will advise you before proceeding with chargeable repairs where practicable.
Contact Us
For returns, exchanges, faults, warranty claims or refund enquiries, please contact:
Big Red Truck Fire Rescue
BRT Enterprises (Australia) Pty Ltd
Unit 12/65 Business Street
Yatala QLD 4207