What do we cover?
We cover all items they sell for a minimum of 12 months for parts and manufacturing from date of purchase. If a warranty is authorised, Carbon Offroad is only obligated to cover the replacement or re-issue of the original parts. Under no circumstances is Carbon Offroad liable for any costs involving shipping, removal and replacement labour costs or other associated work. The warranty is strictly a parts only coverage.
CAN I return my goods?
If an item is faulty, damaged or not functioning on arrival, you can contact us to discuss a return. Please contact the office prior to returning any goods
Items can be returned if they have not been fitted to a vehicle. If they have been fitted to a vehicle, we cannot accept any returns. If a return is authorised, you will be issued with an RMA (Return Merchandise Authority) number, to be included with the return goods. Goods that arrive back to our location with no RMA number will not be processed. You may be liable for additional fees and charges in relation to additional shipping costs we incur to return goods to our suppliers.
We do not accept returns if you have changed your mind about your purchase after the order has been processed and paid for, whether or not it has been dispatched.
WHERE do items need to be returned to?
Items need to be returned to our location or a nominated supplier at our discretion. Contact us prior to returning product. You will be informed at the time you are issued with an RMA number.
HOW do customers return items?
Please contact us prior to returning the item. We can discuss what the issue is and attempt to rectify it prior to a return if possible. Customers will be instructed on the method of return based on the product and the situation of the return at the time of issue of an RMA number.
SHIPPING for returns?
The customer is responsible for all return shipping. Original shipping costs at the time of the sale are an unrecoverable expense even when the product was supplied with "Free Shipping" or shipping included in the invoiced product cost, therefore are non-refundable. Any shipping costs incurred for Carbon Offroad returning goods to suppliers will be deducted from the refund if goods were returned prior to the issue of an RMA number and instructions for return.
CREDIT for returns? Can I get a REFUND?
In the case of a client changing their mind after purchase, whether or not the goods have been dispatched or not, we reserve the right under Australian Consumer Law to refuse a cash refund request. In the case of a change of mind we may offer in goodwill a full credit to the customers account to use for future purchases minus any administration fees that may apply in individual circumstances. A 15% restocking fee may be deducted if the return is due to change of mind, there is no defect with the goods, or if the customer chose the wrong parts for their vehicle or the returned goods are not fit for resale as new parts.
If your item is on backorder with us or one of our suppliers and you choose not to wait until that item is dispatched, no refund is payable, this is processed as a change of mind request. We may provide estimated time frames based on the information we have available at the time, however if the time falls outside of this estimation it does not constitute grounds for a cancellation of the order or a refund.
Due to an updated policy from PayPal, transactions from May 1st 2019 that require refunding will be deducted the original seller fees for the transaction. These fees are not refundable and will not be returned to the end user in the event of a refund.
Refunds for non-stock custom orders:
For special custom orders from our manufacturers or our suppliers on non-stocked product lines there is no refund available.
Returned items preferably should be in original packaging, however, we understand that some items it may not be possible, therefore please discuss this at the time of the return.
Website shipping quotes:
We make every possible effort to provide accurate shipping quotes through our online platform for smooth order processing. Occasionally on larger more bulky items like bullbars and suspension kits, the rates provided by the carrier for our use do not calculate properly. At the time of order processing, we reserve the right to re-invoice for shipping charges if carrier charges are significantly different due to circumstances out of our control. You can choose to pay the difference or have the order cancelled and refunded to you.
Where can I get my goods shipped to?
You can arrange to get your goods shipped to any residential or business address. We prefer that you get your goods sent to a business address where there is someone in attendance at all times during business hours. If you choose a residential address you may inform us of a safe place at that address for the courier to leave the goods. This is called an Authority to leave without signature (ATL). If you do not provide an ATL then you will be responsible for arranging collection of your goods if no one is available to sign for them on the first attempt of delivery.
What happens if I am not home at the time of delivery?
Due to increasing accessorial costs from our shipping carriers we do not authorise redeliveries to residential addresses. If you would like your goods to be redelivered after a failed delivery attempt a $22 fee must be paid prior to the redelivery being authorised. Your other option is to arrange pickup of the goods from the nearest depot. If a redelivery does occur we reserve the right to invoice this cost to the customer. This is applicable for any sales channel being over the phone, website, ebay, or any other method.