Returns Policy

Returns Policy

At Retro Remotes, we understand that finding the right part for your garage or gate system can be challenging.  Our returns policy is designed to provide clarity, fairness, and a smooth process should you need to return an item. 

Change of Mind or Incorrect Item Purchased

Retro Remotes accepts returns within 60 days from the date of invoice for:

  • Change of Mind
  • Incorrect item purchased
  • Item no longer required (e.g system upgrade, cancelled job)

To qualify for a return:

The item must be unopened, unused, and in original, undamaged packaging

  • All accessories (visor clips, batteries, mounting cases etc) must be included and unused
  • The item must be in re-sellable condition, free from damage or markings

No returns accepted for special order items.

How to Initiate a Return

To start a return, please follow these steps:

  1. Notify Us: Contact us via the “Contact Us” page or reply to your order confirmation email within 60 days of your invoice date.

  1. Package the Item Securely: Return the item in secure and protective packaging.  Please do not write on or stick anything directly to the product or its original box.  

  1. Send your Return: Post your return to:

Retro Remotes – RETURNS

PO BOX 6406

Clifford Gardens QLD 4350

Include a copy of your invoice for proof of purchase.  

Use tracked postage – Retro Remotes is not responsible for items lost in transit.

Return shipping is at buyer’s expense

Restocking Fees and Refunds

All accepted returns for change of mind or incorrect item will incur a $9.95 restocking and handling fee, which will be deducted from the final refund.  Refunds are processed using the original payment method within 7-10 business days after receipt and inspection of the item.

Shipping fees are non-refundable, and the buyer are responsible for return shipping costs. 

Non-Returnable Items

Certain items cannot be returned due to safety and/or custom ordering.  These include:

  • Special Orders not part of our standard stocked range
  • Batteries (loose or sealed)
  • Torsion Spring or spring kits
  • Control boards, light modules, and other electronic motor parts
  • Items that have been installed, modified, or damaged

These items are either safety-related, built-to-order, or cannot be resold.

Damaged or Defective Items

If your item arrives damaged or faulty, please contact us immediately.  We may request:

  • Photos or videos of the issue
  • A description of the problem
  • Return of the item for warranty assessment

If the item is deemed defective under manufacturer’s warranty, we’ll offer a replacement, repair, or refund depending on the product and the manufacturer’s policy.  Return postage may be reimbursed in genuine manufacturer warranty cases.  

Need Help?

If you’re unsure whether your item qualifies for return, or need help troubleshooting before returning, reach out to our support team.

Warranty Policy

At Retro Remotes, we are committed to supplying high-quality replacement remotes, accessories, and automation products.  All items listed on our website include their manufacturer’s warranty period, which is outlined clearly on each individual product page.

What is a Manufacturer’s Warranty?

A manufacturer’s warranty is a guarantee provided by the original manufacturer of the product.  It outlines their responsibility to repair, replace, or refund a product if it fails to meet quality standards within a specified timeframe due to manufacturing defects.

Each manufacturer sets their own warranty period and conditions.  As a retailer, Retro Remotes does not offer an additional warranty, but we will assist you in navigating the manufacturer’s warranty process if required. 

What is Covered?

Manufacturer warranties generally cover:

  • Faulty components
  • Workmanship defects
  • Manufacturing errors
  • Premature failure under normal, intended use

These warranties are in accordance with the Australian Consumer Law (ACL).  Under the ACL, you are entitled to a refund, repair, or replacement if a product fails to meet acceptable quality or function standards.  These guarantees cannot be excluded by any business operating in Australia. 

What is Not Covered?

Most manufacturers do not cover:

  • Damage due to incorrect installation or misuse
  • Incorrect Voltage or Improper wiring 
  • Power Surges or Lightning strikes
  • Water ingress (unless specified as waterproof)
  • Insect infestation, rust or corrosion due to environment conditions
  • Damage during transit (especially if not reported immediately)
  • Tampering or repairs made by unauthorised persons
  • General wear and tear
  • Consumables such as Batteries, Light Globes, Fuses, Remote Accessories

Please refer to the individual manufacturer’s terms for detailed exclusions.  

Complying with Manufacturer Warranty Conditions

Failure to follow the manufacturer’s warranty terms and conditions may result in your warranty being voided.  Many manufacturers have specific requirements that must be met for a warranty to remain valid.  These may include:

  • Installation by a licensed professional, such as a qualified electrician or authorised technician
  • Adhering to servicing and maintenance schedules, especially for motors and control boards. 
  • Using the product only as intended and in suitable environments (e.g. indoor vs outdoor use)
  • Retaining proof or purchase and installation records.  

Example: A motor that requires servicing every 12 months must have documentation to support that the service was completed.  Similarly, some electrical components must be installed by a certified electrician; DIY installation may void the warranty entirely.

We strong encourage you to read the manufacturer’s installation and maintenance instructions included with you product to ensure compliance. 

Warranty Claims Process

While the warranty lies with the manufacturer, Retro Remotes is here to assist with the claims process.  Most manufacturers require that:

  • The product be returned to the original place of purchase for inspection. 
  • The product be assessed to determine if a repair or replacement is necessary
  • The claim be made within the warranty period and with proof of purchase. 

We may request that you return the item to our warehouse so it can be sent to the relevant manufacturer for testing and service.  

International Purchases

Warranty is only valid for products purchased and used within Australia.  Unfortunately, we cannot facilitate warranty claims for products shipped internationally, as our supplier warranties only apply within Australian territory. 

Need Help?

If you experience an issue with a product purchased from Retro Remotes, please contact us with:

  • Your order number
  • A description of the issue
  • Photos or videos if applicable

We will help guide you through the next steps and liase with the manufacturer on your behalf where possible. 

Retro Remotes is committed to helping you get the best performance from your automation products.  While the warranty is held by the manufacturer, we’re always available to support you throughout the process.