RETURNS - REFUNDS - CREDITS

RETURNS - REFUNDS - CREDITS main image RETURNS - REFUNDS - CREDITS image

IMPORTANT INFORMATION FOR CUSTOMERS - To Be Read

 

Our Return Credit or Refund Process & Policies

 

Q. CAN I MAKE A RETURN? 

A. Yes, if you are not happy with your purchase, returns are welcome, if done within 30 days of receiving Your Order and store or online credit is provided. Although under QLD consumer rights & laws, retailers are not obligated to offer or accept returns for a 'Change of mind'. We, Shark Motorcycle Leathers and Accessories understand size selection for online shopping can be tricky, so we choose to offer this to our customers, based on the conditions stated within this page. *conditions to be read*
 
So, while complying with the Australian consumer laws for both the Consumer [You the customer/buyer] and us the retailer/seller, conditions do apply - PLEASE read essential information and guide, links have been provided at the bottom of this page for more information regarding Your Consumer rights
 
 

Q. HOW DO I MAKE A RETURN?

A. If you are unable to pop in-store, then you are required to ideally complete our Return Form - this should be attached to the outside of Your return [parcel/package], this is to ensure it is quickly identified as a Return and so we can match the correct Customer and corresponding order number to the package. quickly and with ease
 

RETURN FORM: use CAPITAL LETTERS so that our staff can read the info with ease

Online Return Form

If You are unable to locate/download/print the form, ensure that Your Invoice Order number is stated clearly in BOLD on the outside of the parcel and reason for Return [indicate that You have read, understood and agreed to our T&Cs]
 
Should You wish to make a request for an alternative Size / Colour - in place of being issued a straight credit... then We will be happy to do this for You, at a cost/fee of $10.50 handling and processing 
 

Please read our terms and conditions before creating or requesting a 'Return' and that, at the time of Your purchase and by requesting a Return you are agreeing to these T&Cs listed below - Be advised, that it is our policy that:

 

Return & Restocking Fee Policy at Shark Motorcycle Leathers and Accessories, we strive to ensure that you are fully satisfied with your purchase. However, we understand that sometimes you may change your mind.

If you choose to return an item for any reason other than a defect or damage, the following conditions apply:
 

  • **Restocking-Handling & Processing Fee**: A fee of [15-20%] will be applied to all returns that are not due to defects, damages, or errors on our part. This fee goes towards covering the costs of handling the process of managing a physical Return [opening parcels, inspecting products, complete necessary data entry against original order, raising an RMA to issue credit, emailing required notification correspondence to customers; repackaging or restocking the item], and freight costs for out warehouse parts/products]

  

  • **Eligible Returns**: Items must be returned in *new, unused, and resellable condition** within [30] days of order being received, along with original packaging, tags, and accessories. Returns that do not meet these conditions may be subject to a higher restocking fee or be declined.
  • **Exclusions**: Custom or personalized products, special orders, and clearance items are **not eligible for return** unless they are defective or damaged and this was not pointed out at time of purchase
  • **Shipping Costs**: Original shipping costs are non-refundable, and return shipping is the responsibility of the customer unless the return is due to an error on our part.

We encourage and recommend that you take both time and care when ordering, and read the available information, guidelines, and or size charts where applicable to assist you, in purchasing the best-suited or most appropriate item for You, to avoid the cost and timely process of completing a return.

 

Q. WHAT HAPPENS IF I HAVE RECEIVED THE WRONG ITEM?

A. Oh' Dear! If you have received an incorrect product from us, [meaning an error has been made by us] You have received a product/item which does not match the product that appears on your invoice AND You were not sent notification about a substitute. Firstly We sincerely apologise in advance for this error and we wish to rectify this as soon as possible

In order for us to get this sorted, we need You to contact us at warehouse@sharkleathers.com.au or via the 'text' button on podium, pop in store or give us a call (07) 5573 5118 - please understand phone lines get very busy with enquiry calls.

 

Q. WHAT HAPPENS IF I RECEIVE A DAMAGED/FAULTY/DEFECTIVE ITEM or PRODUCT?

A. If a product is damaged/defective/faulty at the time of receiving, please notify us by email at help@sharkleathers.com.au or contact us via the 'text us' button or give us a call (07) 5573 5118 as soon as possible and allow us the opportunity to sort this out!
For either of the above incidents, please state Your order - invoice number, [this appears on Your invoice #N00] we may request further information and or photo evidence and once we have verified that there is a problem/issue/error, You will receive an RMA number along with instructions, [depending upon the circumstance we may also provide a free RTN postage label] this can be printed off, ensuring Your RMA is visible on the outside of Your 'Return parcel/package for a speedy resolution
Refunds are entitled or offered for incorrectly shipped items or those faulty and are still within the warranty period when the option to repair/replace is no longer a viable resolution, only if this is unsuitable, will a refund be issued
 
For Warranty claims, You will require to be provided with a RMA number before you can return a product from Your order. This is to ensure your return can be correctly recorded in our system against Your purchase [proof of purchase] linked to Your order number providing accurate information, reconciliation, transparency and efficiency [in some cases we will not require the product to be returned - but will require additional information and photos] 
 

The unique RMA number we provide to you, MUST be visible on the outside of the package/parcel of your return package

NB* Any order/product sent back without a complete Return form or an RMA # which is not visible on the outside of Your parcel/package, is likely NOT going to be sorted into the appropriate area of our business, and therefore will not be opened resulting in Your return being significantly impede, meaning, Your 'Return' not being processed

 

Q. CAN I CANCEL A PRE-ORDER? 

If You neglected to notice/read what a PRE-ORDER is, and the stipulated estimated date You can expect to have Your order completed and receive Your selected product, then YES, You are welcome to cancel, however, be advised this will fall under 'change of mind' so a Credit not a refund will be provided
If You have additional items/products on Your order, and wish to have those 'instock' items sent separately, [AKA 'SPliting an Order'] this is certainly an available option, with an additional postage-freight cost [for the 2nd postage label] 

 

https://www.sharkleathers.com.au/_myacct

 

For any questions about this policy or to initiate a return, please contact one of our team 

  • Do not issue a refund for any of the following reasons:

    • Change of Mind

    • Ordered in error (a product/item by mistake) or wrong size/colour/style/model

    • You 'no longer have a need for'

    • Found cheaper elsewhere

    • Canceling Your order once your order is been processed, (already picked, packed & postage label created) this incurs a processing & handling/shipping fee if the product has already been dispatched from an outer location or another warehouse.

  • Do not facilitate 'holds' for any sale/clearance items, as this is unfair to any customers that have made the effort to come instore for said sale item, and it also prevents us from fulfilling other online orders that potentially have the same product/item

  • Do not accept requests for "swaps/exchanges" for online shipped orders [meaning, requesting Us to simply send You an alternative size 'in place of' your original order, this is classified as a New Order request, this service incurs a handling & processing service fee of $10.50 and any related shipping costs will be required to be paid.

    • [an RMA is required to be raised to indicate a Return was made [From who, what & why] then We create a New Order, on Your behalf against Your customer profile/account, and apply any credit from Your return as part payment, we will then email the new order invoice - send notification and wait until any balance owing is paid]

Note, this service option will not be possible, if at the time Your return is received and: 

  • A Return Form is not completed correctly and or clearly indicating Your preferred product

  • Your preference [indicated on the RTN form] at the time, is no longer available [out of stock] 

  • If the price has changed [if previously on sale and sale has now finished]

  • If Your return has/is rejected or denied 

 

We simply issue a credit to Your account for You the customer to process a new purchase/order with the account credit [discount coupon/codes are single use, 1 time use only - unless otherwise stipulated]

  • We do provide a full refund for any orders we are unable to fulfill and where a customer chooses not to accept an alternative option this does NOT include products that are listed/indicated as 'Backorder' or Pre-Order status at the time of purchase

  • We do provide a full refund when/if the wrong item/product was sent by us (an error made by Shark Leathers)

  • We do follow QLD Consumer rights and laws for any faulty or warranty claims

  • We do offer for products that may contain animal 'hair/fur' returns - to professionally steam clean the product at $19.90 charge and retain the product, this fee will be deducted from Your original purchase cost before a credit is issued or an exchange is processed

- Products/items being returned, are required to be in a new condition meaning:

  • unworn, unwashed, unused, not installed or made a attempt

- Please ensure all returned clothing items/helmets are free from:

  • Animal hair, marks, dirt, makeup, perfume, deodorants, and or body odour

- All items are to be re-packaged as you received them, ideally package the item with care and we strongly encouraged freight insurance for expensive products/parts


- If you are returning boots, helmets or any item which is in a product specific box, take care not to marked/damaged, avoid colour tape or postage label is to be applied directly to the box (please wrap/cover the box up in a plastic where possible)

 

RETURN FORM

Online Return Form

 

 

 

Super important to note

Any return that is deemed not to be in an acceptable [resellable] - new condition and therefore has not met our listed T&Cs, will be denied and be labeled as a 'Rejected Return' and then it will be posted back at the expense of the customer - You
 
As we do not want this outcome for our customers, we want you to have a positive experience, so we strongly recommend to avoid disappointment by following these easy guides - until you are satisfied that it is a 'keeper':
  • Take care when trying on your new purchase/products,
  • avoid removing tags, avoid tearing/ripping original packaging
  • and if you are a pet owner, be mindful where you lay/place the product down, avoid your furry friend's fur - due to common allergies others may suffer, this will result in a denied return, so

Please note that our change of mind policy set out above does NOT affect, limit or impede Your consumer rights, nor Australian consumer guarantees laws for items/products that are deemed faulty or do not match 

 

Fees - penalties that $$ - Please Note - important information 

For Returns: If Your original order was processed with free shipping, then we will deduct the AUD dollar value the freight cost us to post Your order before your credit is applied [unless of course, it was an error made by Us and or Order falls within warranty claim]

For Returns - size swap/exchange requests made via our completed Return form - incur a $10.50 Handling and processing fee

For rejected/denied returns Animal Hair: If You accept the steam clean service option, a $19.95 fee is applied and we retain the product, this amount will be deducted from Your original purchase cost before a credit is issued or an exchange is processed

For Cancelled orders: fall under a 'change of mind' if cancelled prior to Your order or part thereof being dispatched from our Helensvale warehouse, that contain any motorcycle parts/accessories and or consumables that were required to be freighted from a secondary warehouse, will incur a $15.00 handling fee per item canceled - this fee will be deducted before applying or issuing your credit. If cancelled due to no stock, [N/S] or us being unable to fill/complete Your order, then a full refund is entitled 

 

RETURN FORM

Online Return Form

 

 

 

https://www.qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams/buying-products-and-services/guarantees-warranties-refunds/when-you-can-get-a-refund

 

Returns For Helmets [the customer is responsible for the proper packaging of returns]

  • When trying helmets on, please ensure the following guidelines and instructions are followed IF you wish for a successful return to be accepted:
    • clean head/hair
    • makeup, MUST be remove before/prior to trying on (as makeup will stain/soil the cheek-pads) = rejected return
  • Helmet must be packed in original box with all included accessories and or bags and manuals [unless its a warranty claim]
  • Pack with care (strongly recommend insurance freight)
  • Do not apply colour tape or return labels directly onto the box
  • If you were provided with 'free' shipping this cost [flat rate of $15] will be deducted before Your credit is processed

 

Returns For Motorcycle Parts and or accessories [the customer is responsible for the proper packaging of returns]

  • Items/parts must have not been fitted, or attempting to fit, and are not dirty, scratched, or damaged 
  • Please use due diligence in checking hard parts for correct fitment before removing them from the packaging as You should usually be able to compare the new item with your old item while it is still in the manufacturer's packaging though We do understand that this is unavoidable in some circumstances
  • Items like chains will not be accepted once they have been removed from their clear plastic packages [unless we have sent the wrong product]
  • Items/Parts must be packed in their original packaging (ensure it is identifiable and resellable)
  • Pack with care, [damage done in freight will void the return]
  • Do not apply colour tape or return labels directly onto the product packaging

 

*NB* Should any of the above not be adhered to, warranties will be void and Your subsequent claim for a 'Return and a refund likely not be accepted means declined, classified as a 'rejected/denied' RTN unless it is deemed the product was faulty/damaged at the time of receipt or unless Your order product/item received was incorrectly sent by Us.  ​​​Your Return will be posted back at your expense

If You still wish to request a 'Return' simple print a RTN form apply to outside of Your parcel and post back to us.

For Warranty claims/Product issues, as an RMA is required, email and allow for up to 5 business days for a response due to the high volume of inquiries we receive

Should you require further information please email help@sharkleathers.com.au or warehouse@sharkleathers.com.au  reach out via the 'text us' button

 

CONCLUSION:

Once we receive your return, it is our practice to send a notification that we have received it, Your return will then be inspected/assessed, and if deemed to meet our T&Cs a credit will be applied to Your Shark Leathers account [notification via email or text will be sent] please check junk/spam inbox

Please allow for 3-4 business days from the time we receive your return for us to complete the process of it

To access Your customer account, this can be done simply via our website, https://www.sharkleathers.com.au/_myacct

You can use your credit, at the last step of the checkout where it asks for you to select your payment method, select credit.

Unfortunately, we are unable to process a size swap or 'exchange' request for online orders, IF a Return FORM is not completed [an email is not sufficient] this needs to be completed by the customers themselves

 

RETURN FORM

Online Return Form

 

 

 

Definitions:

T&Cs - Terms and conditions

RMA - A return merchandise authorisation number

Change of Mind - this is anytime, the item/product does not fit; You no longer want/need/like; or You ordered wrong item/size/colour/quantity

Pre Delivery - means prior to or before being dispatched from our main warehouse or store in Helensvale

Back-Order - an item/product is currently out of stock but is being restocked, so there will be a delay in processing Your order

Pre-Order - A product/item we offer to be purchased BEFORE stock has arrived, often why there is a fantastic price ticket attached to item [5-9 weeks]

Consumer Laws - PDF

Refund and Returns of Goods

http://https://www.cotaqld.org.au/news/item/when-you-can-and-cant-return-purchases/

Consumer Guide For Australians

https://www.accc.gov.au/about-us/publications/consumer-guarantees-a-guide-for-consumers

Consumer gaurantees guide

https://www.accc.gov.au/system/files/Consumer%20guarantees%20-%20a%20guide%20for%20consumers%20-%20July%202021.pdf

Australian Consumer Laws - Business

https://consumer.gov.au/resources-and-guides#:~:text=The%20ACL%20covers%20general%20standards,products%20and%20product%2Drelated%20services.