At 4×4 Offroad AU, we stand behind the quality of the products we supply. Due to the technical and electrical nature of many of our 12V products, strict return conditions apply.
This policy complies with the Australian Consumer Law (ACL).
1. Change of Mind Returns
We understand that sometimes you may change your mind. However, due to the nature of 12V electrical products, change-of-mind returns are limited and subject to strict conditions.
Change of Mind Return Period
Change-of-mind returns must be requested within 14 days of receiving your order.
To Be Eligible:
- The item must be unused, uninstalled and not connected to power
- The item must be in original packaging
- All accessories, manuals, wiring components and mounting hardware must be included
- The product must be in resalable condition
- Proof of purchase must be provided
Important – Electrical Products
Due to safety and resale restrictions, We do not accept change-of-mind returns on any product that:
- Has been installed or mounted
- Has been wired, powered, or connected to a battery
- Shows signs of installation (cut wires, mounting marks, terminal marks, etc.)
- Has damaged or missing packaging
- Has been modified in any way
This includes (but is not limited to):
- LED driving lights & light bars
- Power boxes & 12V control panels
- Inverters
- DC-DC chargers
- Brake controllers
- Fuse boxes & fuse kits
- Circuit breakers
- Lithium batteries
- Custom wiring components
- Plugs & sockets once installed
If we determine a product has been used or installed, the return will be refused and returned to the customer at their expense.
2. Restocking Fee (Industry Standard)
Approved change-of-mind returns are subject to a 15% restocking fee.
This fee covers:
- Handling and inspection
- Repackaging
- Merchant transaction fees
- Inventory processing
Shipping costs are non-refundable.
Customers are responsible for return shipping costs.
3. Faulty, Damaged or Incorrect Items
Nothing in this policy limits your rights under the Australian Consumer Law.
If a product:
- Is faulty
- Is not as described
- Is not fit for purpose
- Does not perform as advertised
You are entitled to a remedy under ACL.
Depending on the issue, this may include:
- Repair
- Replacement
- Refund
We may require the product to be returned for testing and assessment before a remedy is issued.
If the product is found not to be faulty (e.g., incorrect installation, blown due to wiring error, water ingress, reverse polarity damage), it will not qualify as a warranty claim and may be returned at the customer’s expense.
4. Warranty Claims & Electrical Testing
Many 12V products must be tested by the manufacturer before approval of warranty.
We reserve the right to:
- Send the item to the manufacturer for testing
- Decline warranty if failure is caused by:
- Incorrect installation
- Incorrect fuse sizing
- Over-voltage or reverse polarity
- Water ingress
- Physical damage
- Modification
We strongly recommend professional installation for products such as:
- DC chargers
- Inverters
- Brake controllers
- Lithium battery systems
Improper installation may void warranty.
5. Non-Returnable Items
The following items are not eligible for change-of-mind returns:
- Installed electrical components
- Custom or special-order items
- Clearance items
- Opened battery products
- Used fuses or circuit protection devices
- Cut cable or wiring sold by the metre
6. Return Process
Online Purchases
If you purchased a product online via our e-commerce store, please contact us first via the means below before returning the product, to discuss our return options with you.
- Email: sales@4x4offroad.au
- Contact Form: Send an inquiry online via our contact form between the hours of 9:00 am and 5:00 pm AEST (Brisbane) Monday to Friday.
Include:
- Order number
- Photos of the item and packaging
- Reason for return
- Do not send items back without written approval.
- Unauthorised returns may be refused.
Products purchased online can also be returned in-store at our Mt Gravatt Workshop located at 4b/429 Creek Rd, Mount Gravatt East
In-store Purchases
Products purchases in-store must be returned to the front service desk of Jack Frost 4X4 OFFROAD Showroom/workshop located at 4/429 Creek Road Mt Gravatt East. This includes products that carry a manufacturer’s warranty, which may need to be assessed by the manufacturer.
7. Shipping Damage
If your order arrives damaged:
- Contact us within 48 hours
- Provide photos of packaging and damage of product
- We will organise a replacement or claim with the courier.
8. Australian Consumer Law Statement
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.
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