Free Domestic Standard Shipping | Free Express Shipping on Orders $70+

Refund Policy

Legendary Customer Service

Everybody talks about Customer Service.
Router Bits Direct ramps up customer service and builds long term customer relationships with a commitment to meeting your requirements with over the top Legendary Customer Service!
Router Bits Direct Legendary Customer Service takes it to a whole new level with:

  • Not sure what to use? Use our “Try Before You Buy” Program with free Router Bits Samples
  • Lost in Transit? – we replace it at our cost
  • Ordered wrong parts? – we replace it at our cost
  • Damaged Item? – we replace it at our cost
  • Free Shipping – Orders over $70
  • URGENT Priority Delivery Service
  • Legendary Rewards Program - Genuine Rewards that cost us & REWARD you!

Crazy Legendary Customer Service – that’s what our finance manager said as well!

You need a reliable team looking after you - while you’re looking after your customers. Our aim is for you to deliver great finished products with our products.
Simply put – Your Success is Our Success - Legend

Try Before You Buy – Your first order

We get it, you don’t know if our product is any good.
Legendary Customer Service means to us we’re willing to send you a free Router Bit to test. Send us an email with your details and we send your router bit on account.  
You like it? (we're confident you will) you just pay the invoice.
If you don’t like it, please let us know why – we need to address your concerns and improve it!
It hasn’t happened yet, so we’re confident you’ll be happy with the quality.


Try Before You Buy – First Orders Qty 5 & Above

Our commitment to Legendary Customer Service means we’re willing to let you test a free Router Bit. Before you commit to purchasing an order of 5 or more, you can try a sample on account (If you don’t like it, please let us know why – we need to address your concerns and improve it!) for free. If you like it, place your first order with coincidence and we will not invoice you the first sample.

Our customers LOVE this aspect of our Legendary Customer Service!

It's embarrassing, we ordered the wrong part – what do we do?

In the unlikely event this happens and someone orders the wrong bits – we’ll replace them at no cost to you.
The Finance Manager tells us we're crazy, people will rip us off!
Our response "Maybe... but they'll only get away with it once, supporting loyal customers are more important to us than the maybe rip offs".

What do I do with the incorrect Router Bits (accessories) that we ordered?
If you can’t use them and you’re willing to send them back, we can send you a return paid packet shipping bag

If you can use them, use them at no extra charge with our legendary thanks and we look forward to your next order!

You can't get it wrong with our Legendary Customer Service!

Refund Policy

We have a 30-day refund policy, which means you have 30 days after receiving your item to request a refund. To be eligible for a refund, you are not required to return your item. Simply return the product with feedback on why it wasn't suitable, to help us to improve our product quality.

You don't have to return the item to claim a refund.
Let us know via email to sales@routerbitsdirect.com.au and we credit your account with us or refund your bank account.

To assist us check the product for faults, we can send you a return paid packet shipping bag.

Contact us for any refund/return questions at sales@routerbitsdirect.com.au.

Damaged Item

Contact us immediately if an item is defective, damaged, so that we can check the issue and make it right.
You don't have to return the item to claim a refund or replacement item.
Let us know via email to sales@routerbitsdirect.com.au and we will fix it ASAP.

Getting the item back is helpful so we can check the product for faults.
We can send you a return paid packet shipping bag

Lost Item

If your order gets lost in transit, let us know and we will send out a replacement at no extra cost.

What happens if the lost order turns up?
For large orders, (5+), depending on the items, we appreciate you sending them back. We will send a return paid packet shipping bag.
For smaller orders - keep the order at no extra cost to you.

Let us know so that we can investigate further with the shipping company.

Incorrect Item

What do I do if my order arrives with an incorrect item?
Let us know via email to sales@routerbitsdirect.com.au and we will resend the correct item ASAP at NO cost to you.

You do not need to return the incorrect item and please accept our apologies.

URGENT Priority Delivery Service (Premium Customers)

For Melbourne Metro local regular Premium Customers we offer a 7 day-a-week PRIORITY SAME DAY DELIVERY SERVICE. 
The team will deliver your order as soon as the schedule frees up that day.
If we can't make the delivery run during the day, we deliver between 4pm - 8pm that day (7 days a week). Yes that's right! Our Legendary Customer Service Plan means we have a staff member on call 7 days a week for our Premium Customers.
We will do our utmost to have your order ready for business the next day. 
URGENT Priority Delivery Service is free and available for orders over $150 within 5km of our office.
This service is limited to our Premium Customers. 
If you supply us a mobile number at checkout, we will confirm to you via text message confirmation of delivery.

 

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