Roobuck trading policy with regard to e-commerce and customer relations is stated herein. Three broad areas of concern are identified. They are:
- Payment, Data and Security
- Delivery of Products and Services
- Refunds and Returns
These broad policy areas are covered in detail below.
Roobuck takes seriously those concerns relating to payments, privacy and security as they relate to commerce generally and e-commerce (that is, commerce over the internet) in particular. Here, this policy statement addresses the following:
- Payment and Title Retention
- Data Privacy
- Data Security
These aspects of e-commerce are covered in detail below.
Order and Payment and Retention of Title
Roobuck endeavours to make purchasing its products/services on the internet as convenient and efficient as possible. To this end, we offer the following order and payment options.
Orders and Payments.
Orders for products/services can be made in a number of ways. The order options are:
- e-Mail order
- Website order
- Fax Order
Furthermore, whatever way an order is received by us, that order is not processed and filled until a payment in full is received (excluding 30 day accounts) and verified by us. The payment options are:
- International bank cheque
- Money transfer direct to Roobuck’ Bank Account
- Credit card or EFT via PayPal
It is important not to send cash by mail. Mail services are not our responsibility and are not very secure.
Retention of Title
Right and Title to the product(s) and/or services supplied by Roobuck will only pass to the Customer upon receipt of payment in full of the amount of purchase including any and all associated taxes and charges to Roobuck.
Payment/Customer Payment Data Privacy
Customer/Payment Data Security
Roobuck takes seriously the security of payment and customer data.
E-commerce, Servers and Data Storage
Your data is securely stored on encrypted servers. Credit card numbers are not recorded on our system. Your data and credit card or PayPal information resides on those respective systems; and all transactions are processed using 128bit SSL encryption technology. Roobuck will retain your basic contact information such as; name, address and contact details for customer support and ongoing customer sale purposes. This information is held secure on our servers and will not be sold or passed on to any 3rd party without your express permission in writing. Roobuck’s order page encrypts your payment (credit) data prior to transmission over the Internet using secure socket layer (SSL) encryption technology. This technology works best when the site is viewed using most modern web browsers.
E-commerce, Data Transmission and “Cookies”
Roobuck offers our Customers the options of Mastercard, Visacard and PayPal systems for payments over the internet. The policy for the transmission of information relating to e-commerce is posted on and can be viewed by visiting the respective websites of those providers.
Once payment is received from a customer for one or more products/services, Roobuck endeavours to deliver them as quickly as possible. Our policy position on product/service delivery covers the following areas:
- Processing and Handling Orders
- Export Restrictions
These aspects of the delivery of products/services are outlined below.
Processing and Handling Orders
Roobuck endeavours to handle all orders in a timely manner and not inconvenience its customers. Our policy position on order processing and export restrictions are outlined below.
Order/s that can be Processed and Filled
Usually, an order begins to be processed and filled usually within a 24-48 hour time-frame.
Order/s that cannot be Processed and Filled
Occasionally, an order begins to be processed but cannot be filled within the 24-48 hour time frame. Examples of conditions that can cause this to occur include:
- Payment not received.
- Inventory is temporarily out-of-stock.
- Server is down.
- Difficulties relating to payment or communication gateways.
- A Force Majeure situation.
These conditions are not common but can occur occasionally; and some of them are beyond the control of Roobuck. Such conditions impede the processing and filling of orders. If Roobuck cannot fill an order for any reason, we will notify you within 48 hours by email and ask how you would like to proceed. Roobuck will credit back all payments received from your payment transaction for any order that cannot be filled.
Roobuck does not apply any Export restrictions; and to its knowledge there are no restrictions applied to the export sales of Roobuck products and services worldwide.
Once your order is received by Roobuck, we will process the order and arrange to have it shipped by an accredited Freight Forwarder (usually TNT or we can book using your nominated Freight Forwarder) to the address indicated in the order. Roobuck will be bound by the Freight Company’s International and Domestic terms and conditions of transport including time frames.
Roobuck will endeavour to ship the goods within two (2) business days (subject to size of order) upon receipt of your payment. Business days are Monday to Friday (9am-5pm) excluding public holidays in Australia. You will be advised by email within two (2) days of any delays or if a backorder exists, or if there are any special product or system build requirements requiring added time to supply.
A commercial invoice will be enclosed with every shipment, but we also recommend that you retain a copy of your payment transaction and associated email(s); and/or the web verification page as a “temporary receipt” as evidence of your purchase and for any inquiry purposes prior to delivery.
International shipments may incur added taxes and/or duties upon arrival into the country of destination. The amount charged will depend on the destination of the shipment. As the customer, you are responsible for the payment of any/all taxes and duties that are applied by customs at any destination.
There may be times when a customer decides that a product/service is unsuitable for their purposes or simply changes their mind. Here, we address our policy positions on:
- Refund of Payments
- Return of Goods
These aspects of product/service delivery are outlined below.
Refund of Payments
Roobuck will supply you (our customer) with a full refund or exchange if the goods you receive are faulty or do not function in the way it is intended. All refunds are subject to notification to Roobuck in writing within 5 business days of receipt of the goods. If the refund is approved, it will be made directly to your nominated Credit Card account.
A refund will not be issued in the following circumstances:
- where no proof of purchase is offered, or the proof offered is questionable or not verifiable.
- the customer simply changes their mind.
- the customer finds similar goods cheaper elsewhere.
- the goods were tampered with or damaged (either accidentally or deliberately after the purchase, unless the damage is a result of the normal, recommended use of the goods.
Return of Goods
Download our RMA (Return Authorization Code) using this link
The form is editable; and it is essential that you provide full details of your original order i.e. order ID, order date, your name, your email address, your mailing address; and a brief but clear statement outlining the problem with the product; or list separate line items for multiple product returns.
Packing and Sending Your Return
Depending on the product, pack the item to ensure safe transport (as products vary in weight); marked with our return address: Suite 6, 20 West Street, Brookvale NSW 2100 Australia; and marked FAO: Operations Manager.
All damaged goods remain your responsibility unless otherwise stated by Roobuck. The cost of postage and/or freight is for the account of the buyer. We do not accept COD delivery for returns (unless agreed in writing prior to shipping).
You must include the original shipping document that you received with your original order. This will aid us to speed up the refund/return process. In addition, you must send back the purchased goods. If you have any questions, please contact Roobuck via our website contact page