There may be times when you will need to return a product purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).
When to return a product
You are entitled to a replacement, credit or refund where products have a major failure, such as:
We are not required to replace your product if you simply change your mind.
However, if you are not happy with your product, our Store Managers may, at their discretion, decide to exchange it or provide you with a gift card, providing the product is returned to us in its original condition and with proof of purchase. Please talk to us if you are unsatisfied with a product or the service you have received from us.
Where to return a product:
Take your product to the front desk of your nearest rebel store. This includes products that carry a manufacturer’s warranty. Note that our clearance stores may not carry all product lines of a normal store, which can make exchange difficult. Click Here to access our store locator for all store locations.
What information is needed to complete your return?
To complete your return, we prefer that you:
With a receipt
Without a receipt – proof of purchase
How long do you have to claim?
Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Store Managers can assist you with further information about the warranty period for the product you return.
Any expenses relating to the return of your product to store will normally have to be paid by you. For online store purchases, we will pay for return freight for any product assessed as having a major failure.
Some products may need to be assessed
We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment, such as:
Liaising with the manufacturer
For some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent. Our store team members can provide you with the relevant manufacturer contact details.
Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We offer a refund or replacement if the product is assessed as having a major failure.
Returning online purchases
In person: You may return online purchases to your nearest rebel store. Please take the invoice you received with your shipment.
By post or courier: You can initiate a return within your account online, via “My Orders”, “Initiate a Return”. Or contact the rebel Customer Service team for a RMA number and return address:
Special procedures for certain products
The repair of certain electrical or computing goods may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Bulky products: For safety reasons, please contact your nearest local rebel store before returning any bulky products. We may be able to organise a supplier’s technician to inspect the products at your site. This may include:
In some cases a refund, replacement or repair may not be offered if you:
Certain products are usually excluded under our Returns Policy unless they are faulty, these may include:
At any time you can discuss our Returns Policy with your local rebel store manager or phone (02) 8866 6500.
If you feel that your rights under the Australian Consumer Law or our Returns Policy are not being met, please forward your concerns in writing to:
Product Assurance Officer
Rebel Group Limited
PO Box 286 Regents Park, NSW 2143
Or ask for Product Assurance by calling our head office reception on (02) 8866 6500.
Your rights under the Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.