Refund policy
Refund and Return Policy
Our promise to you
- 30-day returns. If you're not happy, send it back within 30 days for a refund.
- 12-month warranty on every Rigid.PRO product against manufacturing defects.
- Free DHL Express shipping on all rigs, worldwide.
- Local-currency pricing, no sales tax for international customers
Rigid Pro Pty Ltd ABN 71 650 149 009 (we, us, our, or RIGID.PRO) makes every effort to be fully transparent at all times. This Refunds & Returns Policy explains your rights and our obligations to you.
Your rights under Australian Consumer Law
You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or exchange if an item has a major problem, or is significantly different to what you ordered.
To make a claim, please provide:
- your full name and address
- the original order number
- the reason for claiming the refund or exchange
Email us at store@rigid.pro and we'll respond within one business day.
30-day returns — change of mind
If you're not happy with your purchase, send it back within 30 days of delivery for a refund (less A$50 restocking fee). The product must be unused, in original packaging, with all accessories included. You cover the return shipping. We'll process your refund within 7 days of receiving the returned item.
To start a return, email store@rigid.pro with your order number and we'll send you the return address.
12-month warranty — faulty products
Every Rigid.PRO product is covered by a 12-month warranty against manufacturing defects. If you find a fault within 12 months of purchase, contact us at store@rigid.pro and we'll make it right.
So we can process your claim quickly, please:
- contact us within 30 days of the fault occurring
- include your order number and a description of the issue
- send photos or video of the fault if possible
We may request photos, video, or for the product to be returned for assessment before approving a claim. This may add some time to the process, and we appreciate your patience.
The warranty does not cover:
- damage from use outside the product's intended purpose
- damage from use with cameras, cages, or accessories not listed as compatible
- normal wear and tear
- damage from accidents, misuse, or unauthorised modification
Rejected shipments and return-to-sender
Rigid.PRO covers DHL Express delivery to your door. If a shipment is refused at delivery, returned to sender, or undeliverable due to an incorrect address you supplied, we will have paid priority shipping both ways. In these cases an AUD$100 shipping/handling/restocking fee will be deducted from your refund.
To avoid this, please double-check your delivery address at checkout. If you realise you've entered an incorrect address, email us at store@rigid.pro immediately.
How to return an item
1. Email store@rigid.pro with your order number to start a return. We'll send you the return address.
2. Package the item to prevent damage in transit. We recommend using the original packaging.
3. Return the item via a tracked postal service. We recommend Registered Post or equivalent — Rigid.PRO is not responsible for items lost or damaged in transit back to us.
4. Once we receive the item, we'll inspect it and, if everything is in order under this policy, issue your refund within 7 days.
Return shipping costs are the responsibility of the customer, unless we have confirmed a fault with the product or a shipping error on our part.
Refunds
Refunds are issued via the original payment method, in the same currency you paid. Refund amounts cover the price you paid at the time of purchase, minus original shipping costs where applicable. Bank processing times may add a few days to when the funds appear in your account. If you haven't received your refund within 5 days of our confirmation email, please contact us.
Sales and promotions
From time to time we run sales or promotions on selected items. These promotions are valid only for the dates indicated. We cannot extend discounts outside the promotion period or refund the price difference on items purchased outside the promotion.
Questions?
Email store@rigid.pro and we'll get back to you within one business day.
Refunds & Returns Policy last updated on 27 May 2026.