You may return goods we have delivered to you by mail. Please contact us initially for further advice or lodge your return online. You must include a service and returns form with your product.
You may also contact or visit the our Store where you collected or purchased your goods, one of our staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement or credit.
Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.
If any goods cannot be easily returned to us, due to their size, or other such circumstance, please contact our Customer Service Team and we will arrange alternative assessment of the goods.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability, incorrect fault description or manufacturer/distributor delay.
You may also be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, this fee may vary due to reasons beyond our control.
The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine remotely (for example if it is an electrical or battery item), we will need to consult with the manufacturer or distributor to determine the fault and resolution.
The manufacturer or distributor will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer or distributor, the manufacturer or distributor will determine whether:
- There is no fault found
- There is a minor fault which can be easily repaired within a reasonable time frame
- There is a major fault found and the customer is to be offered a replacement, credit or a refund
- The product has been damaged or abused through misuse.
Where there is no fault found, the product will be returned to you.
Where the manufacturer or distributor’s assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option, that you compensate us for any fee imposed on us by the manufacturer or distributor in relation to this assessment.
Unfortunately, RC Crew cannot offer a refund, credit or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Us, the manufacturer or distributor.
If the product does not match its advertised description, we will provide you with a choice between a credit to the value of the item purchased or an exchange.
When applicable, refunds will be made by us via the method of payment you used to make your online purchase or via store credit (refund can not be done with cash). Whether to grant a cash refund or store credit is at the discretion of our staff. Refunds will normally be processed within seven (7) days. If you are granted an exchange for the reason of not having proof of purchase, you will be given an exchange or credit to the value of the lowest recorded system price as its purchase date cannot be determined.
Where you have any questions or concerns relating to your order, please immediately contact us.