Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
In plain terms: if something we sold or fitted has a problem, we will put it right. For a major failure you can choose a refund or a replacement. For a minor failure we will repair it, replace it or refund it within a reasonable time.
Your rights apply if the product:
- is faulty or not of acceptable quality
- is significantly different from what was shown or described to you
- doesn’t do what it is supposed to do, or what you told us you needed it for.
Our fitting work also comes with guarantees: it will be done with due care and skill, be fit for the purpose you told us about, and be done within a reasonable time.
We will need proof of purchase, such as your invoice, receipt or a bank statement, so please keep it.
Manufacturers’ warranties (for example on Hayman Reese, TAG and BTA towbars) are in addition to these rights, not instead of them.
When the consumer guarantees don’t apply
- You simply changed your mind (see “Change of mind” below)
- You found the product cheaper elsewhere
- You were told about a fault before you bought it, or it was obvious when you looked the product over
- The product was damaged by abnormal use, by an accident, or by using it in a way it wasn’t made for.
Faulty goods and warranty claims
Please have this information ready when you contact us:
- Date of purchase
- Model, manufacturer and part number
- Proof of purchase (invoice, receipt or bank statement)
We may need to inspect the product, or send it to the manufacturer, to work out what went wrong and the best remedy.
If you can, return the product with all the parts and accessories it came with, packed so it isn’t damaged on the way.
If the product is easy to return, please bring or send it back to us. If returning it would cost you a significant amount (for example it is large or fitted to your vehicle or trailer), contact us and we will arrange to collect it at our cost. We pay to send repaired or replacement items back to you.
Please contact us before paying someone else to repair a product, so we can arrange the repair. If we can’t or don’t fix it within a reasonable time, you can have it fixed elsewhere and ask us to cover the reasonable cost.
If we inspect a product returned as faulty and find no fault, or find the damage was caused by misuse or an accident, we may charge a $50 inspection fee. We will tell you before we start.
Goods damaged in transit
If a product arrives damaged, please:
- refuse to accept delivery,
- ask the courier to “Return goods to sender”, and
- let us know straight away.
If you only notice the damage after accepting delivery, please contact us as soon as possible, ideally within 7 days, with your stock code or part number and your invoice or receipt number.
Change of mind (store policy)
We don’t have to offer a refund if you change your mind, but as a store policy you can return a product within 30 days for a refund, exchange or credit if:
- it is unused and in a saleable condition, and
- it is in its original packaging.
If the packaging is damaged, a restocking fee of up to 20% may apply, decided case by case. There is no restocking fee if we supplied the wrong product. After 30 days, change-of-mind returns are by arrangement only.
Change-of-mind returns don’t affect your rights for faulty products under the Australian Consumer Law.