Roof Space Australia

Refund & Returns Policy

Your rights under the Australian Consumer Law come first. This policy explains how we handle faulty, damaged and incorrectly supplied goods, and what happens when you change your mind.

Effective 12 August 2026  ·  Last updated 12 August 2026

1. Change of mind

We do not offer change-of-mind returns. Rooftop tents are bulky, high-value items that cannot be restocked once they have left our warehouse, so please choose carefully.

Before you order, we encourage you to:

• Check the product dimensions, closed height and weight against your vehicle.
• Confirm your vehicle’s dynamic and static roof-load ratings with the manufacturer.
• Confirm your roof rack or crossbars are rated for the load and are compatible with our mounting hardware.
• Contact us on 0452 282 200 or at sales@roofspace.com.au — we would much rather answer a question before you buy than after.

This does not affect your rights where goods are faulty, not as described, or otherwise fail a consumer guarantee — see below.

2. Faulty, damaged or incorrect goods

If your item is faulty, damaged in transit, significantly different from its description, or not what you ordered, contact us and we will make it right.

Major failure

Where the failure is major — for example the product is unsafe, is substantially unfit for its purpose, or cannot be made to work as it should within a reasonable time — you may choose a refund, a replacement, or to keep the item and be compensated for the drop in value.

Minor failure

Where the failure is not major, we may choose to repair the item, replace it, or refund you. We will do this within a reasonable time. If a repair takes an unreasonably long time, it becomes a major failure and you can choose your remedy.

3. Transit damage

Please inspect your delivery on arrival. If the carton or product shows visible damage:

• Note the damage on the carrier’s paperwork before signing, if you can.
• Photograph the packaging and the product before unpacking further.
• Email the photographs to sales@roofspace.com.au within 48 hours of delivery, quoting your order number.

Prompt notification lets us lodge a carrier claim, which is the fastest route to a replacement. Reporting later does not remove your consumer-guarantee rights, but it can slow the resolution down.

4. How to start a return

Email sales@roofspace.com.au with:

• Your order number and the date of purchase.
• The product name and, if you have it, the serial number.
• A clear description of the fault, and photographs or a short video showing it.

We will assess your claim and respond, usually within 2 business days. Do not send anything back before we have given you a return authorisation — unauthorised returns may be refused or delayed, and freight on bulky items is expensive.

Where a return is approved, we will tell you where to send the item and how the freight will be arranged. Where goods are faulty, not as described or incorrectly supplied, we cover the cost of return freight.

5. Condition of returned goods

Returned goods must be packed well enough to survive freight — ideally in the original carton and packaging. Please include all accessories, hardware and documentation supplied with the item. We may reduce or decline a refund where damage has been caused by inadequate return packaging.

6. What is not covered

Consumer guarantees do not apply where an issue has been caused by something other than the product itself. That includes:

• Normal wear and tear, including fading, weathering and abrasion over time.
• Damage from incorrect installation, over-tightened or under-tightened hardware, or use of non-approved mounting components.
• Damage from exceeding stated load, occupancy or speed limits, or from driving with the tent open.
• Storm, hail, flood, accident, vandalism, animal damage or other events outside our control.
• Modification, unauthorised repair, or use of the product for commercial hire without our written agreement.
• Condensation, mould or mildew arising from packing the tent away damp — the tent must be fully dried before storage.
• Failure to maintain the product in line with the supplied care instructions.

7. Refunds

• Approved refunds are issued to the original payment method.
• We process refunds within 5 business days of approving the claim, or of receiving and inspecting the returned goods where a return is required.
• Your bank or card issuer may take a further 3–10 business days to show the funds.
• Where an order is refunded in full because of a fault, we also refund the original delivery charge.
• “Buy now, pay later” and instalment refunds are returned through the provider and settled on their timeframe.

If you have not seen a refund after 10 business days from our confirmation, contact us at sales@roofspace.com.au and we will chase it.

8. Cancelling an order

If you need to cancel, contact us immediately at sales@roofspace.com.au or on 0452 282 200. If the order has not yet been dispatched we will cancel it and refund you in full. Once an item has been handed to the freight carrier we cannot recall it.

9. Sale, clearance and ex-display items

Items sold as seconds, ex-display or clearance are described with their specific faults or wear at the point of sale, and those disclosed issues are not grounds for a return. All other consumer guarantees still apply.

10. Gifts

If the item was a gift, the consumer guarantees still apply. Contact us with the order number or the purchaser’s details and we will work with you. Refunds are generally returned to the original purchaser.

11. Warranty claims

Faults that appear after delivery may be covered by our manufacturer’s warranty as well as by the Australian Consumer Law. See our Warranty Policy for what is covered and for how long.

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