Refund policy

CARBON OFFROAD - GLOBAL RETURN & REFUND POLICY
Applies to: carbonoffroad.com.au | carbonoffroadusa.com
Effective Date: February 2026

1. OUR COMMITMENT & CONSUMER GUARANTEES
We stand behind every winch and recovery strap we sell. If a product is found to be defective in materials or workmanship, we will provide a repair, replacement, or refund in accordance with our specific Product Warranty and your local consumer rights (such as the Magnuson-Moss Warranty Act for USA customers).
For Australian Customers: 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.

2. CHANGE OF MIND RETURNS
Please choose carefully. We are not legally required to provide a refund or replacement if you simply change your mind or make an incorrect selection. However, at our sole discretion, we may offer Store Credit or an exchange subject to the following conditions:
Timeframe: The return must be initiated within 30 days of purchase.
Condition: Items must be in brand-new, uninstalled, and original "shelf-ready" packaging.
The "Carbon Standard": If a winch has been bolted down or spooled, or if electrical components have been wired up, the item is considered "used" and is strictly ineligible for return.
Restocking Fee: A 15% Restocking Fee applies to all approved change-of-mind returns to cover handling and warehouse restocking.
Shipping: The customer is responsible for all return freight costs. Original shipping charges are non-refundable.

3. ORDER CANCELLATIONS (PRE-DISPATCH)
We process orders quickly. If you choose to cancel an order before it has been dispatched (e.g., due to a change of mind or a backorder wait time), we will do our best to accommodate you. However, please note:
Cancellation Fee: Because payment processors (like Shopify Payments, PayPal, and Afterpay) no longer refund merchant fees to us when an order is canceled, a Cancellation Fee equal to the exact unrecoverable merchant processing fees will be deducted from your refund. This covers the genuine transaction costs we incur.
Custom Orders: Orders for non-stock or custom-manufactured items cannot be cancelled or refunded once production has commenced.

4. TRANSIT DAMAGE & FAULTY GOODS
Damaged in Transit: Please inspect your delivery immediately. If your gear arrives damaged from shipping, we strongly request that you email our team within 48 hours of delivery with clear photos/video of the damage and the packaging. Prompt reporting allows us to lodge a claim with our freight partners and resolve your issue much faster.
Manufacturing Defects: If your product fails due to a suspected manufacturing defect, this is covered under our Warranty. Please reach out to us with photos/videos of the issue and your Order Number so we can begin the troubleshooting and claim process.
Return Approval Required: To ensure your claim is processed quickly and accurately, we require prior written approval before you ship any items back. Please contact us for return instructions. Unidentified packages arriving at our warehouse without prior communication may experience significant delays in processing.

5. REGIONAL SUPPORT CONTACTS
For all return and warranty inquiries, please contact your regional team:
Australia: returns@carbonoffroad.com.au
USA: returns@carbonoffroadusa.com