CARBON OFFROAD AUSTRALIA – RETURN & REFUND POLICY

Applies to: carbonoffroad.com.au

Effective Date: June 2026

1. Our Commitment & Australian Consumer Law

We stand behind the products we sell.

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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Return & Refund Policy excludes, restricts, or modifies any right, remedy, or consumer guarantee that cannot lawfully be excluded under the Australian Consumer Law. Where a product is faulty, defective, unsafe, significantly different from its description, or otherwise fails to meet a consumer guarantee, we will provide a remedy in accordance with the Australian Consumer Law.

2. Change of Mind Returns

Please choose carefully. We are not required to provide a refund or replacement if you simply change your mind, make an incorrect selection, find the product cheaper elsewhere, or no longer want the product.

However, at our discretion, we may offer store credit or an exchange for change-of-mind returns where all of the following conditions are met:

• The return is requested within 30 days of purchase.

• The item is brand new, unused, uninstalled, and in original shelf-ready packaging.

• The item has not been modified, damaged, fitted, wired, spooled, bolted down, marked, or used.

• The item is not a custom order, special-order item, clearance item, or non-returnable item.

3. The Carbon Standard for Change-of-Mind Returns

For change-of-mind returns only, the item must be returned in a condition suitable for resale as new. For example:

• If a winch has been bolted down, spooled, wired, fitted, or installed, it is considered used.

• If recovery gear has been used, soiled, frayed, marked, wet, or removed from its original packaging in a way that prevents resale as new, it may be considered used.

• Electrical components that have been wired, fitted, modified, or tested in a way that marks or alters the product may not be eligible for a change-of-mind return.

This section does not apply where the product fails to meet a consumer guarantee under the Australian Consumer Law.

4. Restocking Fee for Change-of-Mind Returns

A 15% restocking fee may apply to approved change-of-mind returns. This fee helps cover handling, inspection, repacking, admin, and warehouse restocking costs.

The restocking fee does not apply where you are entitled to a refund, replacement, repair, or other remedy under the Australian Consumer Law.

5. Shipping Costs for Change-of-Mind Returns

For approved change-of-mind returns:

• The customer is responsible for return freight.

• Original shipping charges are non-refundable.

• Any shipping protection fee is non-refundable once the order has been dispatched.

These deductions do not apply where they would conflict with your rights under the Australian Consumer Law.

6. Order Cancellations Before Dispatch

We process orders quickly. If you request cancellation before dispatch, we will do our best to accommodate the request.

For change-of-mind cancellations before dispatch, we may deduct the exact unrecoverable merchant processing fees charged to us by payment providers such as Shopify Payments, PayPal, or Afterpay. This cancellation fee only applies to genuine unrecoverable transaction costs and does not apply where you are entitled to a refund or remedy under the Australian Consumer Law, including where we cannot supply the product within a stated or reasonable timeframe.

7. Custom Orders, Special Orders & Special Imports

Orders for non-stock items, special imports, custom-manufactured products, or specially sourced items cannot be cancelled or returned for change of mind once production, procurement, or processing has commenced.

This does not limit your rights under the Australian Consumer Law if the product is faulty, not supplied, significantly not as described, unsafe, or otherwise fails to meet a consumer guarantee.

8. Faulty, Defective, or Not-as-Described Products

If you believe your product is faulty, defective, damaged, unsafe, missing parts, or significantly different from its description, please contact us as soon as possible with:

• Your order number and proof of purchase.

• Photos or video showing the issue.

• A clear explanation of the fault or concern.

• Any relevant installation or usage details.

We may need to assess the product before confirming the appropriate remedy. Depending on the issue, available remedies may include a repair, replacement, refund, store credit (where agreed), or compensation where required by law. If the product has a major failure, you may be entitled to choose a refund or replacement. If the failure is minor, we may choose to repair the product within a reasonable time.

9. Transit Damage, Missing Deliveries & Shipping Protection

If your order arrives damaged, is missing, or appears to be lost in transit, please contact us promptly.

• With Shipping Protection: Orders with Carbon Offroad Shipping Protection may be eligible for a fast-tracked replacement, store credit, or refund under our Shipping Protection Policy.

• Without Shipping Protection: Orders without protection are not eligible for the fast-track service. However, we will still review tracking and assist with a carrier investigation where appropriate.

10. Return Approval Required

Please contact us before returning any product. Returns must be approved in writing before they are sent back to ensure the item arrives at the correct location with the right reference. Items returned without prior approval may experience significant processing delays or be returned to sender.

11. Return Freight for Faulty Products

For products that can be easily posted, we may ask you to return the component for assessment. If confirmed to have a warrantable defect or breach of consumer guarantee, we will reimburse reasonable return freight costs where required by law. For large, heavy, or installed products, please contact us before removal so we can coordinate a reasonable assessment process.

12. Refund Processing

Approved refunds will be processed back to the original payment method. Processing times vary depending on your financial institution.

13. Contact

For return, refund, freight claim, and warranty enquiries regarding Australian orders, contact:

Carbon Offroad Australia

Email: returns@carbonoffroad.com.au