Shipping Policy
These shipping terms and conditions (“Terms”) outline the procedures and policies governing the shipment and delivery of parcels by Walker Automation PTY LTD (trading as Retro Remotes). By placing an order with us, you agree to be bound by these Terms. Please read them carefully before placing your order.
Delivery Address: Customers are responsible for providing accurate and complete delivery addresses at the time of purchase. The Company shall not be liable for any delays, non-delivery, or misdelivery resulting from inaccurate or incomplete address information provided by the customer.
Delivery Attempts: Our designated courier service will attempt to deliver the parcel to the specified address as provided by the customer. If no one is available to receive the delivery at the time of the first attempt, the courier may, at their discretion, leave the parcel in a safe and secure location on the premises.
Safe Place Delivery: Customers acknowledge and accept that parcels may be left in a safe place if they are not available to receive the delivery in person. The Company recommends that customers provide a safe and lockable location on their premises for parcel deliveries to reduce the risk of loss, theft, or damage. The customer acknowledges that providing a safe and lockable location for parcel deliveries reduces the risk of loss, theft, or damage to the parcel. While we strive to deliver parcels securely, we cannot be held responsible for any loss, theft, or damage that may occur if a safe and lockable location is not provided.
Alternative Delivery Options: Customers who are unable to provide a safe and lockable location for parcel deliveries may request alternative delivery options, such as delivery to a parcel locker or a designated PO box. Requests for alternative delivery options must be made at the time of purchase or by contacting our customer service team.
Large Parcels and High Risk Parcels: Motors, Solar panels, Rails , Lithium Batteries, Aerosol Cans and Antennas (1m length) will be sent via courier. PO BOXES and Parcel Locker can not be accepted for these deliveries.
Shipping Costs: Retail customers can benefit from free standard delivery (Through Courier or Australia Post) or a capped rate of $9.95 for Express delivery (Through Courier or Australia Post) Australia-Wide*. Customers are responsible for all shipping fees associated with their order unless otherwise stated. Note: Please be aware that choosing express shipping does not speed up the despatch period.
Taxes and Duties: Customers are responsible for any applicable taxes, duties, customs fees, or other charges imposed by government authorities or regulatory bodies in connection with their order. The Company shall not be liable for any such fees or charges.
Delivery Times
Estimated Delivery Times: Estimated delivery times provided by the Company are for reference purposes only and are not guaranteed. Actual delivery times may vary depending on factors such as courier delays, weather conditions, and other unforeseen circumstances.
Tracking Information: Customers will receive tracking information via email or SMS once their order has been shipped. It is the customer’s responsibility to track their parcel and ensure someone is available to receive the delivery at the specified address. Orders under $15 may be sent untracked with Australia Post. If you wish for tracking on these orders it is recommended to choose Express Post.
Lost or Damaged Parcels
Lost Parcels: In the event that a parcel is lost or missing during transit, customers should contact our customer service team as soon as possible to initiate an investigation with the courier. The Company will work with the courier to locate the parcel and provide a resolution to the customer.
Damaged Parcels: Customers should inspect their parcel upon receipt for any signs of damage. If the parcel is damaged, customers should refuse delivery or contact our customer service team immediately to file a claim. The Company will work with the courier to resolve the issue and provide a replacement or refund to the customer as appropriate.
Changes to Shipping Terms
Amendments: The Company reserves the right to amend or update these shipping terms and conditions at any time without prior notice. Any changes will be effective immediately upon posting to our website.
Acceptance: By continuing to use our services after any amendments to these Terms, you agree to be bound by the revised terms and conditions.
For any questions or concerns regarding our shipping terms and conditions, please contact our customer service team.
Returns Policy
CHANGE OF MIND or INCORRECT ITEM PURCHASED
We understand that finding the right fix for your garage or gate can be difficult. Retro Remotes accepts returns valid for 30 days from initial invoice date for change of mind and incorrect item/s purchased that are returned in its original condition that have not been opened, used, worn or damaged in any way shape or form. This includes any additional accessories included such as visor clips, cases, batteries etc.
HOW TO INTITIATE A RETURN
To be eligible for a return please follow the following steps:
- Notify Retro Remotes either via Contact Us or reply to your order confirmation within 30 days of invoice date that you intend to return your purchase or part of purchase.
- The item/s being returned must be in its original condition that have not been opened, used, worn or damaged in any way shape or form. This includes any additional accessories included such as visor clips, cases, batteries etc.
- Return your order or part of your order in a tracked postage to 2/1 McRoyle Street, Wacol QLD 4076. Please include a copy of your invoice as proof of purchase. Retro Remotes does not take responsibility for the return postage costs.
Note: Your item is sent well protected from the delivery process, we expect it to be returned in the same way. Damaging or defacing the remote or failure to adequately protect the item in transit will result in voiding our contract. Please do not add or write anything directly to the item or packaging.
All returns/exchanges will incur a $9.95 restocking fee once the order has been received (warranty claim exempt). This fee will be calculated prior to refund/credit. Refunds are issued using the same payment process used during checkout.
WARRANTY CLAIM
Retro Remotes offers a 24-month manufacturers warranty on all remotes, receivers, and openers. Warranty starts from the initial invoice date.
Please note: Batteries, water damage and/or physical damage to the item are not covered under warranty.
HOW TO INITIATE A WARRANTY CLAIM
Some warranty claims can be fixed over the phone without sending the item back for testing. For this reason, we suggest that you contact us to discuss your issues to see if our technical support team can help.
They may request that a video or photo of the issue be supplied to help them resolve the issue as quickly as possible.
If you are required to return an article due to a possible warranty claim, please follow the below steps.
- Return item in a tracked postage to 2/1 McRoyle Street, Wacol, QLD 4076
- Supply a short note explaining why it is being submitted for a warranty claim
- Include a copy of your Tax Invoice
Your item is sent well protected from the delivery process, we expect it to be returned in the same way. Damaging or defacing the remote or failure to adequately protect the item during use or in transit will result in voiding our contract. Please do not add or write anything directly to the item or packaging.
Once your item is returned, Retro Remotes will endeavour to have your item assessed for claim within 48 business hours. If you item is deemed to be faulty, your item will be repaired or replaced at no additional cost to you. Where the item is unable to be repaired we will discuss either a refund or suitable replacement.