Returns Policy

Refund and Return Policy
Our Commitment:
At Big Red Truck Fire Rescue, we and our suppliers endeavour to provide high-quality products and excellent customer service. If you're not completely satisfied with your purchase, we're here to help.
Returns and Refunds:
Under Australian Consumer Law, you are entitled to a refund if the product is faulty, damaged, or does not match the description. Our refund policy complies with these rights.
Consumer Guarantees:

  • Goods are of acceptable quality, safe, durable, and fit for purpose.
  • Goods match the description provided.
  • Goods are free from hidden defects.

What You Can Expect:

  • If the item is faulty or damaged upon receipt, please contact us within 30 days for a full refund, replacement, or repair.
  • If the item does not match its description or is defective outside the warranty period, we will assess and determine the appropriate remedy, which may include a repair, replacement, or refund.

How to Obtain a Refund or Replacement:

  • Contact our customer service team at +61 (0)7 3287 5504 or email us at salesteam@bigredtruck.com.au, including your order number and details of the issue.
  • Provide evidence such as photographs, if applicable.
  • If the item is to be returned or exchanged, you will be issued with a Return Material Authorization (RMA) number. No goods will be received, nor refunds processed, without an RMA.
  • Follow the instructions provided in the RMA or email correspondence for the return or exchange process.

Exclusions:

  • Items that have been opened from their original packaging, used, or damaged after delivery (unless faulty).
  • Change of mind does not qualify for a refund unless the product is unopened and in its original condition.
  • We will provide the manufacturer's sizing guides for each product. It remains the buyer's responsibility to ensure that their choice and sizing align with these guides.

Refund Process:
Once your return has been received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within a specified period using your original payment method and account.
Contact Us:
If you have any questions regarding our refund policy, please contact us at +61 (0)7 3287 5504 or email asktheteam@bigredtruck.com.au.