Refund policy

Return & Refund Policy

RB Culture is committed to supplying quality automotive parts and accessories. This policy sets out RB Culture's requirements for returns, refunds, exchanges and warranty claims.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law (ACL).

1. Special Orders / Made-to-Order Items

Special-order, custom, personalised and made-to-order products are manufactured or sourced specifically for the customer.

These products are not eligible for cancellation or return due to change of mind or change of circumstances, except where otherwise required under the Australian Consumer Law.

This does not affect a customer's rights where a product is faulty, defective, incorrectly described, not fit for its disclosed purpose, or otherwise does not comply with applicable consumer guarantees.

Where a customer cancels an order before production or sourcing has commenced, RB Culture may, at its discretion, agree to a cancellation subject to any costs already incurred.

2. Change-of-Mind Returns

RB Culture does not generally provide refunds for change-of-mind purchases. However, RB Culture may accept a change-of-mind return at its discretion.

To be considered:

  • The customer must contact RB Culture within 14 days of delivery.

  • The product must be unused and in its original condition.

  • The product must not have been installed, fitted, modified, painted, drilled, cut, sanded or otherwise altered.

  • All original packaging, hardware and accessories must be included.

  • The product must be in a condition suitable for resale.

If RB Culture approves a change-of-mind return:

  • A 30% restocking fee may be deducted from the eligible product value.

  • Original shipping charges are non-refundable.

  • The customer is responsible for return freight costs.

  • RB Culture may provide store credit instead of a cash refund.

These change-of-mind conditions do not apply where a customer is exercising a right or remedy available under the Australian Consumer Law.

3. Faulty, Damaged or Incorrectly Supplied Products

If you believe a product is faulty, damaged on arrival or incorrectly supplied, please contact RB Culture as soon as reasonably possible.

For shipping damage, customers are requested to notify RB Culture within 2 business days of delivery, where reasonably practicable, and provide clear photographs of:

  • The product;

  • The packaging;

  • Any visible damage; and

  • The shipping label, where applicable.

This notification timeframe is intended to assist RB Culture with freight and insurance claims and does not limit any rights the customer may have under the Australian Consumer Law.

RB Culture may request photographs, videos or other information to assist with assessing the issue.

If a return is required, RB Culture will provide return instructions.

Customers should not install, modify, paint or otherwise alter a product if a fault or incorrect supply is suspected.

Where a product fails to comply with the Australian Consumer Law, RB Culture will provide the remedy required by law. Depending on the circumstances, this may include a repair, replacement, refund or compensation.

4. Return Conditions & Timeframes

Unless otherwise agreed:

  • Approved change-of-mind returns must be received within 5 business days of return approval.

  • Returns must be sent prepaid and adequately packaged.

  • Customers are responsible for providing suitable packaging for change-of-mind returns.

  • Customers should use a tracked freight service and retain proof of postage.

  • RB Culture is not responsible for loss or damage occurring during return transit where the customer has arranged the return freight.

Return requirements for faulty, damaged or incorrectly supplied products will be handled in accordance with the customer's rights under the Australian Consumer Law.

5. Carbon Fibre, Fibreglass & Composite Products

RB Culture supplies products manufactured from carbon fibre, fibreglass, FRP and other composite materials.

Due to the nature of these manufacturing processes, minor variations may occur in:

  • Carbon weave;

  • Colour;

  • Clear-coat finish;

  • Surface texture;

  • Resin appearance;

  • Small surface imperfections; and

  • Panel gaps and fitment.

Minor manufacturing variations that are consistent with the nature of composite materials do not automatically constitute a defect.

Customers should inspect and, where appropriate, test-fit products before permanently modifying or installing them.

Once a product has been cut, drilled, sanded, painted, installed or otherwise modified, it may not be eligible for a change-of-mind return.

This does not affect a customer's rights in relation to genuine defects or failures under the Australian Consumer Law.

6. Fitment & Compatibility

Customers are responsible for confirming that a product is suitable for their particular vehicle.

Where fitment information is provided by RB Culture, we will endeavour to provide accurate application information. However, variations can exist between model years, vehicle series, specifications and individual vehicles.

If you are unsure whether a product will fit your vehicle, please contact RB Culture before placing your order.

Incorrect vehicle selection by the customer may be treated as a change-of-mind return, subject to this policy.

If RB Culture has provided incorrect fitment information or the product does not meet an applicable consumer guarantee, the customer's rights under the Australian Consumer Law will apply.

7. International Customers

For international orders, these return conditions apply to the extent permitted by applicable law.

International customers are responsible for return shipping costs for approved change-of-mind returns.

Customers may also be responsible for applicable:

  • Customs duties;

  • Import taxes;

  • GST/VAT;

  • Customs clearance charges;

  • Brokerage fees; and

  • Other local charges.

Where a return is required because RB Culture supplied an incorrect or defective product, RB Culture will work with the customer to determine an appropriate remedy in accordance with applicable law.

8. Inspection of Returned Goods

All approved returned products will be inspected upon receipt.

For change-of-mind returns, RB Culture may refuse the return or reduce the applicable refund or store credit where the product:

  • Has been used or installed;

  • Has been modified;

  • Has been painted or otherwise altered;

  • Has been damaged;

  • Is missing components or accessories;

  • Is not returned in the required condition; or

  • Is no longer reasonably suitable for resale.

This does not affect any remedy available to a customer under the Australian Consumer Law.

Where a change-of-mind return is rejected, the customer may be responsible for the cost of having the product returned to them.

9. Unauthorised Returns

Please do not send any product back without first contacting RB Culture.

Where a return has been approved, RB Culture will provide return instructions.

Unauthorised returns may be delayed while the return is identified and assessed.

10. Shipping Damage

Customers should inspect their package upon delivery.

If the package or product appears damaged, customers should take photographs before disposing of any packaging and contact RB Culture as soon as reasonably possible.

Customers should retain the original packaging until the matter has been resolved, as it may be required for a freight or insurance claim.

11. Refunds & Store Credit

Where a change-of-mind return is approved, RB Culture may issue store credit or, at its discretion, a refund for the eligible product value, less any applicable restocking fee.

Original shipping costs are non-refundable for approved change-of-mind returns.

Where a refund or other remedy is required under the Australian Consumer Law, RB Culture will provide the applicable remedy in accordance with the law.

Refunds will generally be made using the original payment method where reasonably practicable.

12. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.

Where a product has a major failure, the customer may have the right to choose a refund or replacement, as well as potentially claim compensation for reasonably foreseeable loss or damage.

For a minor failure, RB Culture may generally be entitled to provide a repair, replacement or other remedy within the requirements of the Australian Consumer Law.

The applicable remedy will depend on the individual circumstances of the issue.

13. Contacting RB Culture

To request a return, refund or warranty assessment, please contact RB Culture with:

  • Order number;

  • Customer name;

  • Product details;

  • Description of the issue; and

  • Photographs or video where relevant.

RB Culture will assess the request and advise the customer of the next steps.

RB Culture reserves the right to update this policy from time to time. Any updated policy will not affect rights or remedies that apply under the Australian Consumer Law.