Refund and Returns Policy

Overview

At Advanced Fleet Signs (AFS), we are committed to ensuring the quality of our products and providing excellent customer service. Our policies comply with Australian Consumer Law (ACL), ensuring that all of our customers are entitled to consumer rights when purchasing from us. Please read our policy below for more information regarding refunds, returns, and exchanges.

General Returns Policy

Change of Mind

• Custom Products (Rock Board® ID Displays) & Hi-Vis Asset Decals:
  • Custom orders are non-refundable due to the nature of personalization.
  • You may, however, make changes to your custom display characters within 24 hours of your order submission at no additional cost. After this period, a replacement part fee will apply for any modifications.
  • We encourage customers to double-check all details before confirming their orders.
• Modular Rock Board® Products & XCELR8® Products:
  • We do not offer refunds for change of mind. Please ensure you choose the correct products before finalizing your purchase.

Damaged or Faulty Products

If your product arrives damaged or faulty, you are entitled to a repair, replacement, or refund under Australian Consumer Law.

• Custom Rock Board® Products:
  • If your custom Rock Board® ID display is defective or arrives damaged, please contact us within 30 days of receiving the product to arrange for a replacement or refund.
• Modular Rock Board® Products:
  • For missing parts or defective components, we will provide a free replacement. Please notify us within 30 days of receiving the product.
• XCELR8® Products:
  • Should any XCELR8® product arrive damaged or faulty, we will either offer a replacement or a refund. Please reach out within 30 days of receiving your order.

Eligibility for Returns

To be eligible for a return or refund:

• The item must be unused and in the same condition you received it.
• It must be returned in the original packaging, with all labels and components included.
• Proof of purchase is required (e.g., an order number or invoice).

How to Request a Return or Refund

If you need to return or request a refund for a damaged or faulty product:

1. Contact us within 30 days of receiving your product.
2. Provide your order number and a detailed description of the issue.
3. We may request photos of the product and packaging for verification.
4. Once your return request is approved, we will provide instructions on how to send the product back.

Replacement Fees for Custom Products

• If you made an error when entering the custom display characters for your Rock Board® ID product and the 24-hour modification window has passed, a replacement part fee will be charged. This fee covers the cost of the new characters required to update your display.

Shipping & Handling Costs

• If the product is faulty or damaged upon delivery, we will cover the cost of return shipping.
• For returns that are not related to product defects, the customer is responsible for covering shipping costs.

Processing Time

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Non-Refundable Shipping Costs

Original shipping fees are non-refundable unless the product is deemed faulty or incorrect.

XCELR8® Minimum Order Quantity

For our XCELR8® products, we require a minimum order quantity. If your order does not meet this requirement, please contact us before proceeding.

Contact Us

If you have any questions about our Refund & Returns Policy or need assistance with your order, feel free to contact us at:

• Email: sales@afsigns.com.au
• Phone: 08 9456 1414

We are here to assist you and ensure you’re completely satisfied with your purchase.