Returns Policy

At times, you may find the need to return your in-store or online purchase, and our Returns Policy is designed to facilitate this process. It’s important to note that the benefits outlined in our Returns Policy are provided in addition to any other rights and remedies you may have under Australian or New Zealand consumer law.

We will happily give you a refund or exchange within 30 days of purchase, provided you have

Proof of purchase
The product is still in its original and resealable condition
Item has not been installed and used
Meets T&C’s listed below

Products that fail under warranty are except from this refund policy and will go through it’s normal warranty process ( i.e replacement )

Product Assessment:

To determine the appropriate course of action—whether it be a repair, replacement, or refund—we may conduct an assessment of your product.

Certain technical products may need to be sent to their manufactuer/or repair agent for assessment such as,

DC Chargers
Solar Panels/Blankets
12V Batteries
Brake Controllers

Product Assessment Options:

In certain instances of product assessment, you have the choice to communicate directly with the manufacturer or their designated repair agent. Our store team members can furnish you with the pertinent contact details for the manufacturer. For products identified with minor faults during assessment, the manufacturer will undertake the necessary repairs and return the item to you within a reasonable timeframe. In cases where a major failure is determined, we provide the option of a refund or replacement for the assessed product.

When to return a product?

We offer you a replacement, credit or refund where products have a major failure, such as:

When they are faulty
Wrongly described
Different from a sample shown to you; or
Do not do what they are supposed to do

How long do you have to Claim Refund?

The duration for making claims under the consumer guarantees provided by the Australian Consumer Law and New Zealand Consumer Guarantee Act is not constrained by a specific time frame. It can vary for each product, influenced by factors such as the nature of the goods, price, and information stated on packaging and product labels. For specific details about the warranty period applicable to the product you are returning, our Store Managers are available to provide further assistance.

Return Expenses: Typically, any costs associated with returning your product to the store are your responsibility. However, for online store purchases, we cover the return freight for products assessed as having a major failure.

Exclusions: There are instances where a refund, replacement, or repair may not be extended if you:

Substantially modify the product.
Misuse the product contrary to user instructions or packaging labels.
Simply change your mind.

Consumer Rights under the Australian Consumer Law:

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. In the event of a major failure, you have the right to a replacement or refund, as well as compensation for any other reasonably foreseeable loss or damage. If the goods fail to meet acceptable quality standards and the failure does not constitute a major failure, you are also entitled to have the goods repaired or replaced.

Where to return a product

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.

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.