Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Returns for Change of Mind or Suitability

We accept returns for change of mind or suitability concerns, provided the item meets the conditions outlined below.

A change of mind or suitability return includes (but is not limited to):

  • The item no longer being required
  • Installation difficulty due to installer preference or experience
  • Towing or load requirements exceeding the product’s rated capacity
  • Product suitability for the customer’s specific use case, where the item supplied is correct and not faulty

If the return is not due to a fault, defect, or incorrect item supplied, the following conditions apply:

  • The customer is responsible for organising and covering the cost of return shipping
  • The item must be returned unused, uninstalled, and in a resalable condition
  • Original packaging must be included where possible

Once the returned item has been received and inspected by our team, a full refund for the product price will be issued. Please note that original shipping costs (if any) are non-refundable.

 

Incorrect, Faulty, or Defective Items

If an item is found to be faulty, defective, or incorrectly supplied by us, Roo Riders will cover the return shipping costs and arrange a replacement or refund in accordance with Australian Consumer Law.

Important Notes on Product Specifications

All towing products supplied by Roo Riders are rated according to manufacturer specifications. It is the customer’s responsibility to ensure that the product’s towing capacity meets their intended use and complies with vehicle and legal requirements.

We recommend confirming towing capacity and installation suitability with a qualified installer prior to purchase if unsure.


To start a return, you can contact us at info@nipponimports.com.au. Please note that returns will need to be sent to the following address: 17 Norwich Road Ingleburn NSW 2565.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@nipponimports.com.au. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@nipponimports.com.au.