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Refund policy

Our refund policy outlines the following terms and conditions for your convenience:

Timeframe:

Following the purchase of your desired kit, you will have a specified 24-hour period to initiate a refund request and receive a full reimbursement. This period begins immediately after the purchase transaction is completed.

Cut and Packaging:

Once the 24-hour timeframe has elapsed, our team will proceed with cutting the kit to size and meticulously packaging it for shipment. At this point, regrettably, we will be unable to process any further refund requests.

Delivery Timeframe:

After the refund window has closed, your kit will be promptly dispatched to your designated address within 8 to 10 business days, ensuring timely delivery. However, please be aware that unforeseen circumstances, such as inclement weather or other external factors beyond our control, may potentially affect shipping times. In such cases, we will make every effort to keep you informed and minimise any resulting delays.

To be eligible for a return and refund, it is crucial to adhere to the aforementioned 24-hour timeframe.

In order to expedite the refund process, we kindly request that you provide us with a valid receipt or proof of purchase.

Please note that these terms and conditions have been put in place to ensure efficient handling of refunds and timely delivery of our kits to all our valued customers.

 


Ladder Rack Guarantee & Return Policy

At DIY Customs, we take pride in the quality and strength of our Ladder Racks. Each rack is designed, cut, and built to handle real-world use. To give our customers complete confidence in their purchase, every Ladder Rack is backed by two levels of protection.

1. Structural Guarantee

If your Ladder Rack bends, breaks, or fails under normal use, we will replace it or provide a full refund — whichever you prefer.

Conditions:

  • The Ladder Rack must be returned to DIY Customs before a replacement or refund is issued.

  • Once received, the product will be inspected to determine the cause of the failure.

  • If the product is confirmed to have failed under normal use, DIY Customs will provide either:

    • A replacement free of charge, or

    • A full refund, including the original shipping cost.

  • If foul play, misuse, overloading, or incorrect installation is suspected, the guarantee will not apply and no refund or replacement will be issued.

  • Customers are responsible for return freight costs.

2. 30-Day Money-Back Guarantee

If, for any reason, you are not satisfied with your Ladder Rack within 30 days of delivery, you may return it for a full refund.

Conditions:

  • The Ladder Rack may be used for fitting or testing purposes but must be free from damage other than normal wear and tear.

  • All returned Ladder Racks are inspected upon arrival to confirm condition.

  • Proof of purchase (order number or receipt) is required.

  • Customers are responsible for return shipping costs.

  • Once the returned product is received and passes inspection, a full refund will be issued within 5–10 business days to the original payment method.

3. Customer Rights and Quality Assurance

This guarantee operates in addition to your rights under the Australian Consumer Law. You are always entitled to a repair, replacement, or refund for a major product failure under Australian law.

DIY Customs maintains a strict quality-control process before any product leaves our warehouse. Every Ladder Rack is checked for fitment accuracy, material quality, and finish.

If a product is ever sent incorrectly or arrives faulty, DIY Customs will resolve the issue immediately at no cost to the customer. This may include sending a replacement, issuing a refund, or arranging a return.

4. Policy Updates

DIY Customs reserves the right to update or modify this policy at any time without prior notice. The latest version will always be available on our website.