Shipping & Returns Policy

Sometimes products need to be returned due to faults or other reasons. Please read the below information regarding our returns policy.

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Your Rights under the Australian Consumer Law - 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 for 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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All Returns lodged through mail must be authorised by our team and accompanied by an RA (Return Authorisation) number.

• Unauthorised returns sent without prior contact and an RA number may be refused.

• Items sent back without prior contact may be considered forfeited.

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Items purchased online must be returned by mail at your own expense providing the general returns conditions above are met. Please contact our Customer Service Team on 0480 685 494 to obtain an RA (Return Authority).

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We recommend sending your returns with tracking so you can see when it has been delivered. CarGuard is not responsible for lost packages.

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All returns must be unopened and undamaged, in their original condition with all original tags / labels / items attached and/or are in their original packaging which must also be undamaged and in its original condition.

 

The original packaging must also be returned in original condition and must not be marked, labelled, damaged, or taped.

 

Returns by post are to be paid for by the customer (unless the item is faulty or incorrectly supplied).

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If a refund is issued, it will be credited back to the same payment method that was used during checkout. Please note CarGuard will not refund the original delivery fee unless products are determined to be faulty under the Australian Consumer Law.

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If you need any assistance on how to order from us, We've put together a couple of quick and helpful videos  to guide you through adding multiple items to your cart from our store, making it easier for you to browse and shop on our website. Watch them HERE

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Shipping Terms

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It is crucial that you provide an accurate shipping address when placing an order. Any items delivered to an incorrect address due to incorrect information provided at checkout will not qualify for replacement or refund.

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Our current offer of free standard shipping applies only to orders with a total product value of $100 or more. Please note that shipping costs are not included in this total; the $100 must be the value of the products purchased before shipping fees. This offer does not apply to Express Post.

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Postage Methods

Orders are sent via Australia Post Standard or Express Post, depending on your selection at checkout.

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Local pickup is available from CNC3D at: 3/24 Spencer Road, Nerang, QLD, 4211

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Please wait to be notified before coming to collect your items.

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Pickup is only available during business hours:

• Monday – Thursday: 9:00 AM – 5:00 PM

• Friday: 9:00 AM – 1:00 PM

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Order Shipping Timeline

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All orders are dispatched from our warehouse on the Gold Coast, QLD, Monday to Friday (excluding Queensland state and national public holidays).

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We aim to ship orders placed before 1 PM AEST on the same business day. However, during busy periods (such as Black Friday and the holiday season) or when order volumes are high, please allow 1–2 business days for processing before dispatch.

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Orders placed after 1 PM will typically be dispatched the next business day.

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During high-volume times such as Black Friday and the holiday season, shipping and delivery times may be impacted. We appreciate your patience during these periods.

Choosing Express Post means your order will be shipped via Australia Post’s express service once dispatched. Please note this does not guarantee faster processing or packing within our warehouse.

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For the most accurate delivery estimates, check the Australia Post website: Australia Post Delivery Speeds and Coverage

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You can also check Australia Post’s delivery time calculator to get an estimate of when your order should arrive HERE

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Tracking Your Order

We provide tracking information for all deliveries so you can monitor your order's progress. It is crucial that you provide an accurate shipping address.

 

If you need to change your shipping address, this must be done before your order is marked as "shipped." CarGuard does not accept responsibility for additional charges related to missed deliveries or redirection fees due to inaccurate information provided by you.

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Lost Delivery

If you encounter an issue with your delivery, we recommend reaching out to the shipping company directly for real-time updates. When contacting them, provide your tracking number for quicker assistance.

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If the shipping company cannot provide satisfactory assistance, please contact us at solutions@carguard.com.au with as much detail as possible about the issue. Depending on the situation, we may liaise with the shipping company on your behalf or offer guidance on next steps.

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The decision to refund or replace a lost order will only be made after receiving official confirmation from the shipping company that your order was indeed lost. Without this confirmation, we cannot deem an order lost, therfore no refund or replacement will be supplied.

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Please note that CarGuard cannot be held responsible for delays that occur during the shipping process. However, we will do our best to assist and support you. CarGuard will not issue any refunds for delayed items, as delays are beyond our control.

 

Refunds and returns

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At CarGuard, we're committed to excellence – in our products, our customer service, and our support. Our warranty and returns policy reflects this commitment. It outlines your rights and our responsibilities, keeping in line with Australian Consumer Law, and ensures you can buy and use our products with confidence.

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We stand by the high quality and workmanship of our CarGuard range, assuring our customers that each part will be free from workmanship inconsistencies under typical usage throughout the warranty period stated.

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If a fault occurs within the warranty period as listed below, we'll arrange for the component to be repaired or replaced, as necessary.

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To facilitate the process of a replacement or refund, we require evidence of the fault. This could include clear images or a video demonstrating the issue with the product. This is to ensure the validity of the claim and to assist in expediting the process. Failure to provide sufficient evidence may delay or affect the outcome of your warranty claim.

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Please note that the warranty does not cover damage resulting from misuse, neglect, accidental damage, or any other cause that falls outside of normal, intended usage. If the product has been altered, repaired, or tampered with in any way by someone other than CarGuard or an authorised repairer, the warranty will be void.

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Refunds will not be provided if the item does not fit your intended vehicle or application. We provide clear and accurate product specifications and sizing details to assist with your decision. Please ensure you have checked all product information carefully before making your purchase. Our product listings will have either written sizing or images in the image carousel that help with sizing. Please carefully check for these. 

 

Our support team is always here to help with any questions about fitment, specifications, or product details.
If you experience any issues with your order, please contact us - we’ll do our best to resolve the matter promptly and fairly.

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Product Sourcing and Branding

 

To ensure we offer the highest quality pouches & boxes, we source our products from multiple trusted manufacturers. While this approach allows us to maintain our quality standards, please note that the branding and appearance may vary from what is shown on our website.

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This could mean the brand name on an item might differ from the one shown in product images or expected by the customer. However, the functionality and quality of the items remain the same.

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The images displayed on our product listings are illustrative. While we strive to keep these images as accurate as possible, due to our diverse sourcing practices, the actual product you receive may differ slightly in appearance from what is shown on our website. This difference does not reflect a variation in quality, but rather the diverse sources we use to maintain our high-quality standards

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If you have questions or concerns about a specific product or component, we encourage you to reach out to us before making a purchase. We believe in full transparency and are always willing to provide the information you need to make an informed decision.

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Ownership and Payments

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While our terms are designed to ensure fairness for both parties involved, it is important to understand these terms fully to ensure a smooth purchase and ownership experience. We expand on these terms as follows:

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Completion of Transactions:

Full payment for your order is required at the time of purchase. We appreciate your prompt payment, as any delays can lead to postponed delivery or other inconveniences. If you encounter any issues with processing your payment, please contact us so we can assist you or find a suitable solution.

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Orders will not be dispatched until full payment is received. Title of goods remain the property of CarGuard until orders are paid for in full.

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Cancellation:

Please note that once an order is placed, it cannot be cancelled. We process orders quickly to ensure timely delivery, and once your order is in progress, we are unable to make changes or cancel it. We encourage you to review your order carefully before completing your purchase to ensure it meets your needs.

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Price Matching

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We pride ourselves on the quality of our products and services, which we believe are competitively priced. Consequently, We do not offer a price matching service.

 

Our prices are not subject to comparison with other brands or competitors. This policy is due to our commitment to delivering quality and service, not just a product.

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We offer full transparency in our pricing. The price quoted at the time of purchase is final. If you happen to find a lower price elsewhere, after purchasing from us, we will not match or refund the difference.

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Gift Vouchers

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eGift Vouchers are valid for 3 years from date of purchase and cannot be redeemed or replaced after this date.

CarGuard Pty Ltd is not responsible for lost / stolen vouchers, and is not responsible for replacing a voucher that has been lost / stolen.

eGift Vouchers are strictly non-refundable and cannot be exchanged for cash.

eGift Vouchers are not valid with any other offer and / or special at CarGuard.

This voucher can be used for ONLINE purchases only.

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Warranty Periods

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We offer a standard 12 month warranty on all products in our range.

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​Our warranty covers manufacturing faults and defects in materials or workmanship under normal use. It does not cover damage caused by misuse, improper installation, unauthorised modifications, or normal wear and tear.

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Any items that have been intentionally damaged, cut, or modified prior to contacting us will void all warranty and will not be eligible for refunds or replacements.

If you are experiencing an issue, please contact our team before making any changes or alterations to the item.

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Returns must be authorised by our team and accompanied by an RA (Return Authorisation) number.

• Unauthorised returns sent without prior contact and an RA number may be refused.

• Items sent back without prior contact may be considered forfeited.

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​For products like our CarGuard Stealth Isolation Switch, We highly recommend professional installation.

• If you choose not to have the product professionally installed and experience issues as a result, this may void your warranty and you may not be eligible for a refund or replacement.

• If you are not willing to pay for professional installation, please do not proceed with your purchase, as refunds will not be provided for damage or issues caused by improper installation.

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We are here to support you and ensure your satisfaction with our products.

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If you have any questions or concerns, please reach out on 0480 685 494 or email us at solutions@carguard.com.au​