PICTURE ME ROLLIN ONLINE RETURNS POLICY
Goods to be returned to us within 7 days from date of delivery.
· Items must be returned in the original, undamaged, manufacturer's packaging without rips or tears;
· Items contained within this packaging must be in original condition and new, unused and unworn condition;
· Motorcycle parts must not have been fitted, marked, scratched, etc… in anyway;
· Part numbers on the returned items must be legible and undamaged;
· No sticky tape or labels to be attached to the retail packaging of the item;
· Items must be returned to Picture Me Rollin (address below) within 10 working days of being shipped.
Picture Me Rollin
Unit 8
2-4 Bolton Street
Sydenham NSW 2044
Sydney – AUSTRALIA
Tel: +61 2 9331 2444
If your return does not meet these requirements, we may have to refuse the return, and we don’t want that!
Picture Me Rollin will refuse the return of any item that has been specially ordered in for you and any item returned later than 7 days after delivery, except in the instance of a warranty issue.
Helmet returns will not be accepted if the helmet has been worn, scratched or damaged in any way or if it has had the sales tags removed or the visor has had the protective sticker removed – no exceptions! If we believe that the shell of the helmet has been compromised in any way, we will not accept the return.
Helmet exchanges are reviewed on a case-by-case basis, and are not approved until assessed by a member of our sales team and deemed resalable.
Picture Me Rollin recommends that if you are making a first-time helmet purchase, that you be measured and fitted correctly by a professional. Feel free to call us, we'd be happy to assist you over the phone as best we can, but ultimately the sizing falls with you.
Should an item be sent to you with “free freight” and you wish to return it for another item, the cost of the original freight will be taken away from the original amount you paid. For example: if you purchase a $150.00 jacket that has free freight and if it costs us $18.50 to send it to you and you return that jacket for another size, colour, model, etc… your amount that can be applied to your new purchase will be $131.50 – no exceptions.
Freight charges incurred in returning goods to Picture Me Rollin will be at the customer's expense, unless you have received an item as a result of our error. In these cases, a prepaid Australia Post postage label will be supplied.
Should we deem a returned item to not be resalable, we reserve the right to charge return postage costs.
EXCHANGE/RETURN TIME FRAME
Picture Me Rollin asks that you allow up to 5 business days for us to process once your return has been received in store and the item inspected.
RETURN TO SENDER
If your order is returned to sender, the order amount will be credited to your Picture Me Rollin account (excluding shipping costs, unless at the fault of Picture Me Rollin). You can then simply re-place the order online with the correct details to have the order re-shipped.
Note: If you placed your order with free freight, your money will be credited or refunded minus the initial freight cost incurred by Picture Me Rollin, unless at the fault of Picture Me Rollin of course.
Once we have approved your return, please:
- Package the item carefully so that no damage is done during return shipping.
- If you are returning boots, helmets or any item which is in a box, please wrap the box up in a garbage bag so that the box is not damaged in transit and no tape or label is applied directly to the box.You will need to include a copy of your order, so that once we receive it, we know who it came from. If you are returning items from multiple orders, please supply copies of all orders.
RETURN TERMS & CONDITIONS
All items returned for refund or credit must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or your return may not be accepted (unless faulty).
You may have noticed we don’t offer an exchange as an option, we do ‘exchanges’ a little differently! The best way to secure your replacement goodies is to place a new order now and re-purchase the correct items and get them on the way to you ASAP. Once we receive your returned item, we will then credit or refund that for you right away. This way you get your new items ASAP, secure the stock so it doesn’t sell out.
Please see the list below for things to avoid ensuring your return is accepted:
- When trying on boots please do not stand on your foot pegs as some sharp pegs can mark/damage boot soles and your return will not be accepted. If the boots do not fit or feel comfortable on the ground, they will feel no different on the bike.
- If you are trying helmets on, please remove your makeup first. Your makeup will stain the cheek-pads and your return will not be accepted.
- Returns affected by makeup, perfume, deodorants, or body odour will not be accepted.
- Please use due diligence in checking hard parts for correct fitment before removing from the packaging. Items, like chains will not be accepted once they have been removed from their clear plastic packages. You should usually be able to compare the new item with old/broken item while it is still in the manufacturers packaging. We do understand that this is unavoidable in some circumstances.
- If you damage the retail package of an item your return will not be accepted. Please do not apply tape or labels to any packaging.
- Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). All tags must still be attached.
- We can in no way accept underwear or swimwear products unless faulty due to health & hygiene regulations. Please Choose Carefully!
- Any return which is not in an acceptable condition will be sent back at the expense of the customer, please ensure all items are in new & resaleable condition to avoid your return being rejected.
FAULTY ITEMS
If you have a faulty item that you would like repaired or replaced, please contact us before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. In cases where a faulty item was received a pre-paid shipping label can be emailed to cover the return costs on the faulty item. Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Please contact us or the brand directly for warranty periods.
We aim to have your issue rectified within 48/72 hours of receiving it; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed via email updates. This process usually takes around 2 weeks and once completed you should receive your item repaired or replaced within 3-7 business days.
If your order arrives damaged in transit, please take photo's of the damage and email them to us immediately before and after opening the packaging, to ensure the correct procedure is followed when rectifying the situation.