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Delivery and Policies


PROCESSING TIME

Please allow 3-4 weeks for items made to order. Due to the current timber & building crisis in Australia delays with suppliers, materials and deliveries have been occurring frequently.

ESTIMATED DELIVERY TIMES

Items in stock usually deliver Australia wide within 7 – 21 business days. Please allow for courier delays during these difficult times. Overseas deliveries may take 4-6 weeks.

PAYMENT OPTIONS

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RETURNS & EXCHANGES

7 Day Return Policy

Need to exchange an item or get another size?¬† KatsRack‚ĄĘ has a 7 day return policy.¬† Please choose carefully as we do not refund if you change your mind.¬† Before returning anything please email us for easy instructions whether you are posting your item back or dropping it back to us instore.¬†¬†All returned items must come back with original tags and original packaging unused & completely intact.¬† Any item received that does not meet these requirements will not be accepted sorry. ¬†There are no refunds on SALE items. If products have been used, worn, or altered they cannot be returned, exchanged or refunded.

If you have received the wrong item, need to exchange a size or have a warranty claim that needs to be assessed please return items within 7 days of purchase date with a copy of your proof of purchase.    If we have sent the incorrect item our shipping team will organise a return label for you.  If you are exchanging a size it is up to you to get the item back to us.  We recommend getting tracking for your return.  If you have any questions or concerns regarding your order or our return policy, send us an email at info@katsrack.com.au or contact us via Facebook Messenger.

COST OF RETURNS

You are responsible for the cost of returning the goods intended for a refund or exchange. We suggest that you send your goods using a tracked method of postage to ensure the goods reach us safely. We cannot process a refund or exchanges until the goods have arrived back to us.

FAULTY OR INCORRECT ITEMS 

If you have received the wrong item or if your item is faulty, please contact us within 7 days.  To help us out please include your name and order number.  If your item appears to be faulty, please also include photos of the fault so it can be investigated. 

EXCHANGING ITEMS

We will exchange an item if it was shipped in error or for a different size.  Keep in mind that if the size you need is not available you will receive a credit note or option to choose another item.  Sale items cannot be exchanged so please choose carefully. If the item was shipped in error, we will cover all shipping costs of course, however, if you have made an error you will be responsible for getting the item back to us and covering the cost of shipping the new item.  Also keep in mind that under no circumstance can KatsRack ship a new item or refund without receiving the incorrect item back in the store first.

WARRANTY CLAIMS

In the event a item appears to be faulty please return item as per above policy.  All warranty claims will be assessed by the manufacturer and/or manufacturers representative and will be repaired, replaced or credited at their discretion. KatsRack will always try to have as quick a turn around as possible however please allow at least 7 to 10 days for a warranty claim to be processed.