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RHS Boating & Marine

Customer Complaints & Dispute Resolution Policy

RHS Boating & Marine
P & D Imports Pty Ltd | ABN 60 645 653 050
Last updated: 17 October 2026

1. Our Commitment

RHS Boating & Marine aims to provide professional customer service and fair, timely resolution of complaints.

We recognise that concerns may occasionally arise concerning orders, product quality, delivery, payments or other aspects of our service.

We welcome customer feedback and will handle complaints respectfully and in accordance with applicable Australian laws.

2. Types of Complaints

Customers may contact us about matters including:

  • Incorrect or missing products.

  • Faulty or damaged goods.

  • Product descriptions or specifications.

  • Delayed or unsuccessful delivery.

  • Payment or billing concerns.

  • Returns and refund requests.

  • Manufacturer warranty claims.

  • Special orders and backorders.

  • Product safety concerns.

  • Website or account problems.

  • Privacy or communication concerns.

3. How to Submit a Complaint

Please email This email address is being protected from spambots. You need JavaScript enabled to view it..

Include the following information where relevant:

  • Your full name.

  • Your order number or proof of purchase.

  • Your preferred contact details.

  • A description of the concern.

  • Relevant photographs or supporting documents.

  • The outcome you are seeking.

Customers may also contact us through other customer service methods made available on our website.

4. Acknowledgement of Complaints

We aim to acknowledge written complaints within two business days.

More complex matters may require additional time for investigation.

Our stated response time is a customer service target and does not delay or restrict statutory consumer rights.

5. Investigation Process

When investigating a complaint, we may:

  • Review the relevant order and transaction records.

  • Examine product information.

  • Consult suppliers or manufacturers where appropriate.

  • Request additional information.

  • Review delivery tracking.

  • Assess relevant warranty or consumer guarantee obligations.

We will seek to investigate concerns fairly and proportionately.

6. Resolution Timeframes

We aim to resolve straightforward complaints within 10 business days.

Complex matters involving technical product assessments, suppliers, payment disputes or freight investigations may take longer.

Where additional time is needed, we will aim to provide an update explaining the circumstances.

These timeframes are service targets and do not override legal requirements to provide remedies within a reasonable or otherwise applicable statutory period.

7. Available Resolutions

Depending on the circumstances and applicable law, an appropriate outcome may include:

  • Providing missing goods.

  • Correcting an order.

  • Repairing a faulty product.

  • Replacing a product.

  • Providing a refund.

  • Arranging an appropriate delivery solution.

  • Correcting inaccurate information.

  • Providing an explanation or apology.

  • Taking action to address a product safety concern.

Statutory remedies will be provided where required.

8. Australian Consumer Law

Customers retain their rights under Australian Consumer Law.

Our internal complaints procedures do not replace or restrict those rights.

Customers are not required to accept store credit instead of a refund where the law entitles them to a refund.

Customers are also not required to deal solely with a manufacturer where RHS Boating & Marine is responsible for a statutory consumer remedy.

9. Escalating a Complaint

If you are dissatisfied with the initial response, please reply to the customer service correspondence requesting further review.

Include any additional information relevant to your concern.

We will arrange a further internal assessment where appropriate.

10. External Dispute Resolution

If a matter remains unresolved, customers may seek independent advice or assistance.

Depending on the issue, relevant organisations may include:

Different organisations have different responsibilities, and not all investigate or resolve individual disputes.

Customers may exercise any legal rights available to them.

11. Privacy and Confidentiality

Complaint information will be handled in accordance with our Privacy Policy.

Information may be shared with relevant suppliers, professional advisers, payment providers or delivery services where reasonably necessary and lawful.

12. Unreasonable or Abusive Conduct

We expect communications to remain respectful.

We may take reasonable steps to manage threatening, abusive or persistently unreasonable conduct.

Such action will not remove a customer's statutory rights or prevent legitimate complaints from being assessed.

13. Contact Information

P & D Imports Pty Ltd trading as RHS Boating & Marine
ABN: 60 645 653 050
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: https://www.rhsboating.com.au