Refund policy

Refund & Return Policy

Rugged Customs Automotive
ABN: 79 680 579 659

This policy outlines the terms and conditions for returns, refunds, warranty claims, and cancellations for Rugged Customs Automotive. It is governed by the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

1. Change of Mind Returns

Rugged Customs Automotive accepts change-of-mind returns for store credit only, provided that:

The return request is submitted within 30 days of delivery;
The item is brand new, unused, unopened, and in its original sealed packaging;
The product has not been installed, fitted, modified, or handled in any way that affects resale condition;
The return is approved in writing by Rugged Customs Automotive;
Proof of purchase is provided.

Outcome: A store credit will be issued for the product value (excluding shipping costs); store credits are non-transferable and not redeemable for cash.

Refunds to the original payment method are not available for change-of-mind returns.

2. Orders Placed in Error

Rugged Customs Automotive does not offer refunds or accept returns for items ordered in error; this includes but is not limited to:

Incorrect product selection;
Compatibility issues due to modifications;
Duplicate or accidental orders.

Customers are responsible for confirming product compatibility prior to purchase.

3. Order Cancellations (Before Dispatch)

Orders cancelled before dispatch may be eligible for a store credit, provided that:

The item has not yet been packed, processed, or shipped;
The cancellation request is submitted via email and approved in writing by Rugged Customs Automotive.

Refunds to the original payment method are not offered for change-of-mind cancellations; store credit only will be issued.

4. Refunds to Original Payment Method (Discretionary)

In rare and exceptional cases, Rugged Customs Automotive may, at its sole discretion, approve a refund to the original payment method; if such a refund is granted:

A 15% Administration and Processing Fee will be deducted;
Any shipping costs incurred by Rugged Customs Automotive (including free shipping promotions) will also be deducted;
Refunds will be processed within 10 business days of return approval and item inspection.

Refunds to the original payment method are not guaranteed and remain at the discretion of Rugged Customs Automotive, except where required by law (e.g. under ACL).

5. Faulty, Damaged or Defective Items

Customers are entitled to a remedy under the Australian Consumer Law if an item is:

Faulty or defective due to manufacturing;
Significantly different from the described product;
Unfit for purpose; or
Unsafe or has a major failure.

For minor issues, a repair or replacement will be provided within a reasonable time; for major failures, the customer is entitled to a replacement or refund.

Fault Reporting Requirements:

Notification must be made within 48 hours for items damaged during delivery; or
As soon as the fault is reasonably identifiable;
Customers must supply order details, a description of the issue, and clear photographic or video evidence;
Products and packaging must be retained for inspection.

6. Returns After 30 Days

Returns are not accepted after 30 days, unless:

The item is faulty or defective; and
Covered under warranty or applicable rights under the ACL.

7. Discontinued, Clearance, or Custom Products

Returns are not accepted for the following products unless a fault or defect is confirmed:

Discontinued or clearance stock;
Custom-made, modified, or personalised items;
Items that have been opened, installed, or used;
Items returned without prior written authorisation.

8. Return Shipping Responsibility

The customer is responsible for the cost of return shipping for:
- Change-of-mind returns;
- Cancelled orders after dispatch;
- Incorrectly ordered items;
Return shipping will not be reimbursed under these circumstances;
It is strongly recommended that customers use tracked and insured shipping methods, as Rugged Customs Automotive is not liable for returns lost or damaged in transit.

In cases where an item is confirmed to be faulty or defective under the ACL, Rugged Customs Automotive will cover return shipping costs; reimbursement is issued after assessment confirms the fault.

9. Free Shipping Adjustments on Returns

Where an item was shipped under a “free shipping” promotion and is later returned (excluding faulty products):

The actual shipping cost incurred by Rugged Customs Automotive will be deducted from the final store credit or refund amount;
This does not apply to items returned due to confirmed faults or statutory guarantees.

10. Return Procedure

All returns must be approved in writing prior to shipping.

Return Process:

Email ruggedcustomsautomotive@gmail.com with:
- Your order number;
- Reason for return;
- Photos/videos if the item is damaged or faulty.
Await written authorisation and return instructions.
Send the item to the address provided:

Rugged Customs Automotive
PO Box 1352
Grafton, NSW 2460
Australia

Unauthorised returns will not be accepted and may be returned to the sender at their expense.

11. Processing Timelines

Email Response: Within 3–5 business days;
Refunds & Credits: Issued within 10 business days of return assessment;
Fault Assessments: May take up to 10 business days from receipt of item.

12. Contact Us

For all return, refund, or warranty enquiries:

📧 Email: ruggedcustomsautomotive@gmail.com
📞 Phone: 0493 191 958

13. Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

A replacement or refund for a major failure;
Compensation for any reasonably foreseeable loss or damage;
A repair or replacement for minor faults within a reasonable timeframe.

These rights apply in addition to, and do not replace, any manufacturer warranties.

14. Right to Amend Policy

Rugged Customs Automotive reserves the right to amend, update, or modify this Refund & Return Policy at any time, without prior notice, to reflect changes in legal obligations, business practices, or customer feedback.

Any such changes will take effect immediately upon being published on our website. Customers are encouraged to review this policy periodically to ensure they are familiar with the current terms and conditions.