Refund policy

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 their Order and only a store credit is provided. Although under QLD consumer rights & laws, retailers are not obligated to offer or accept returns for a 'Change of mind'. We as a business, choose to offer this to our customers, on the conditions stated on this page. *conditions apply - 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

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 correct or most appropriate item to avoid the cost and timely process of completing a return.

Q. HOW DO I MAKE A RETURN?

A. If you are unable to pop in-store, then you are required to ideally complete a Return Form - this should be attached to the outside of Your return parcel/package, to ensure it is quickly identified as a Return so we can match the corresponding order and customer to the package. 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 You have read and agreed to our T&Cs

For Warranty claims, You will require to be provided with a RMA number before you can return a product from Your order back to us. 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 reconciliation, transparency and efficiency

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

DOWNLOAD RETURN FORM HERE

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

A. If you have received an incorrect product from us, [meaning an error has been made by us] You received a product/item which does not match the product that appears on your invoice. Firstly We sincerely apologise in advance for this error and we wish to rectify this as soon as possible, so we need You to contact us on 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

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 we:

Do not issue a refund for any of the following reasons:
- Change of Mind
- Ordered in error (a product/item by mistake) wrong size/colour/style/model
- 'no longer have a need for'
- Canceling Your order once your order is been processed, (already packed & postage label created) - this will incur a 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" = Us sending an alternative product [size/colour] in place of your original order, this is because. 1. Your preference at the time we receive Your return, may no longer be available, be out of stock and or price change and 2. Postage costs maybe required to be paid - customers are directed to simply make a new purchase with the credit on your account
We do provide a full refund for any orders we are unable to fulfill 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 - which is for us to professionally steam clean the product at a cost of $19.90 and retain the product, this fee amount 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 attempted to

- 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 carefully, we strongly encouraged freight insurance for expensive products/parts

- If you are returning boots, helmets or any item which is in a box, ensure box is not marked/damaged and no colour tape or postage label is to be applied directly to the box (please wrap/cover the box up in a plastic bag where possible)

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 $$ - 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 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 your credit. If cancelled due to no stock, or us being unable to fill/complete Your order, then a full refund is entitled

For 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

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 $15.00] 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 [an RMA #] please 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 have received 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 then use your credit in the last step of the checkout where it asks for you to select your payment method, select credit. Unfortunately, we are unable to process an exchange/swap request for online orders, this needs to be completed by the customers themselves