Shipping Areas
We currently ship to addresses within Australia. Please note that we do not deliver to P.O Boxes.
Shipping Costs**
- Shipping costs are calculated based on the weight and dimensions of your order.
* Shipping costs will be displayed clearly at checkout before you complete your purchase.
Processing Time**
- Orders are typically processed and dispatched from our warehouse within 2-4 business days after the order is placed.
* Processing time may be longer during peak periods (e.g., sales events, holidays).
* Business days are Monday to Friday, excluding public holidays in QLD, Australia.
Delivery Delays**
* While we strive for timely delivery, external factors beyond our control can occasionally cause delays. We appreciate your patience in such situations.
* If your order is significantly delayed, please contact us, and we will investigate with the carrier.
Large Item Shipping Policy (Australia)
We ship large items Australia-wide. Please note that delivery to remote, regional, or difficult-to-access locations may incur additional charges or have extended delivery times. In rare cases, delivery to extremely remote areas may not be possible; we will contact you if this is the case.
Shipping costs for large items are calculated based on the item's size, weight, your delivery postcode, and the specific freight carrier used. The shipping cost will be displayed in the checkout process before you complete your order.In some cases, for particularly large or complex deliveries, we may need to obtain a specific quote. If this is required, we will contact you after your order is placed to advise the final shipping cost for your approval before processing the shipment.Additional charges may apply for redelivery attempts, difficult access (e.g., stairs, narrow driveways, limited truck access), or if the recipient is not present at the scheduled delivery time.
Large items are shipped via specialized freight carriers, not standard parcel services like Australia Post. We select the most appropriate carrier based on the item, destination, and required service level. The delivery process for freight differs significantly from small parcel delivery.
Orders for large items typically require 4 business days to process and prepare for dispatch from our warehouse. This processing time is separate from the estimated delivery time.
Once dispatched, estimated delivery times for large items are generally 5 - 10 business days for metropolitan areas in major states. Delivery to regional areas, Western Australia, Northern Territory, and Tasmania may take significantly longer (7-20+ business days). These are estimates and delivery times can be affected by carrier schedules, delivery locations, road conditions, and other unforeseen circumstances. We cannot guarantee specific delivery dates or times.
Once your order is dispatched, you will receive tracking information from us or the freight carrier. Please note that tracking updates for freight shipments may be less frequent or detailed than for standard parcel post.
Contact: The freight carrier will typically contact you directly via phone or email to schedule a delivery date and time window. It is essential that you provide accurate and current contact information during checkout.Recipient Presence: An authorised personmust be present at the delivery address on the scheduled date to accept and sign for the delivery.Access: Please ensure there is clear and safe access for a large truck at your delivery address. Advise usin advance of any potential access issues (e.g., steep driveways, tight corners, unsealed roads, gated communities, restrictions on truck size). Failure to do so may result in failed delivery and potential redelivery fees.Standard Delivery is Kerbside: Unless specifically arranged and paid for otherwise (e.g., 'into room' or 'white glove' service, if offered), the standard delivery service for large items iskerbside . This means the item will be delivered to the nearest accessible point to your property that the delivery truck can reach (typically the kerb, driveway entrance, or loading dock).No Driver Assistance Indoors: The driver isnot required or expected to assist with carrying the item inside your home, upstairs, into a specific room, unpacking the item, or assembly. Please ensure you have the necessary help available at the time of delivery to move the item from the delivery point.Proof of Delivery: A signature will be required upon delivery as proof of receipt.
If you are not present at the scheduled delivery time, the carrier will attempt to contact you to reschedule. Please be aware that subsequent delivery attempts or the carrier holding the goods may incur additional storage and redelivery fees, which will be your responsibility.
It is critical that you carefully inspect the packaging and the itemimmediately upon delivery andbefore signing the delivery receipt.If you notice any visible damage to the packaging or the item, clearly note the damage on the delivery receipt before signing it. If possible, take photos.Accept the delivery, but contact us immediately within 48 hours of delivery to report the issue. If the item appears severely damaged to the point it is unusable, you may refuse delivery, but you must clearly note the refusal and the reason on the delivery receipt and contact us immediately. Failure to note damage on the delivery receipt may affect our ability to claim from the carrier and process your warranty or return claim.
10. Eligibility for Return
To be eligible for a return, the item must meet the following criteria:
- The return request must be initiated within 7 days of the date of purchase.
- The item must be in its original, unused, and re-saleable condition. This includes having no signs of installation, modification, or wear and tear (unless the return is due to a defect or our error).
- All original packaging, components, accessories, manuals, and documentation must be included.
- You must provide valid proof of purchase (e.g., order number, invoice).
- The item must not be one of our non-returnable products.
11. How to Initiate a Return
Please do not return your awning without contacting us first.
To start a return:
Contact our Customer Service team by email at sales@rugged4x4.au. All return request must be in writing
Provide your order number and clearly explain the reason for the return. Photos or videos may be requested, especially for damaged or defective items.
Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to return the item, including the correct return address. Returns sent without a valid RMA number may be refused.
12. Return Shipping
If the return is due to a manufacturing defect or an error on our part (e.g., incorrect item shipped), we will provide a pre-paid shipping label or arrange for pick-up, covering the return shipping costs.
If the return is for any other reason (e.g., change of mind, ordered incorrectly, item no longer needed), you are responsible for the return shipping costs and a restocking fee of up to 10% of the product price will apply. Please note that shipping cost are NOT refunded.
For all returns, we strongly recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be responsible for returns lost or damaged in transit back to our facility. The item remains your responsibility until it is received by us.
13. Inspection and Restocking Fee
Upon receiving your returned item, our team will conduct a thorough inspection:
The inspection will assess the item's condition, checking for signs of installation, use, damage, modification, or missing parts against its original state and packaging.
Restocking Fees:
Please be aware that for returns that are not the result of a confirmed manufacturing defect, a restocking fee will be applied. This fee is calculated at 10% the sale price for Awnings & 5% of the sale price of all other products. If there are missing components or damage further charges will be applied. This fee helps cover costs associated with processing returns, including inspection, verification, cleaning, repackaging, and administrative handling.
14. Non-Returnable Items
The following items are generally not eligible for return:
- Products marked as "Final Sale," "Clearance," or "Non-Returnable," ''Damaged carton'' or ''Factory Seconds'' at the time of purchase.
- Custom-made or personalized items.
- Items that have been installed, modified, or used (unless defective).
If you have any questions, concerns, regarding this refund policy, we encourage you to contact us using the details below: