Shipping & Returns Policy
Sometimes products need to be returned due to faults, change of mind, or other reasons. Please read the information below carefully, as it outlines your rights and our returns process.
Shipping Terms
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.
Our current offer of free standard shipping applies only to orders with a total product value of $150 or more. Please note that shipping costs are not included in this total; the $150 must be the value of the products purchased before shipping fees. This offer does not apply to Express Post.
CarGuard currently ships within Australia only.
Postage Methods
Orders are sent via Australia Post Standard or Express Post, depending on your selection at checkout.
All orders are sent with "authority to leave" (ATL), meaning Australia Post may leave your parcel in a safe location at the delivery address without requiring a signature. If they determine no safe location is available (for example, at apartment buildings, businesses, or addresses without a secure drop point), the parcel may be taken to your local post office for collection, or a delivery card may be left.
Order Shipping Timeline
All orders are dispatched from the Gold Coast, QLD, Monday to Friday (excluding Queensland state and national public holidays).
Orders placed before 10am AEST are usually dispatched on the same business day.
Orders placed after 10am AEST will be sent the following business day.
Please allow 1-2 business days from the time of placing your order for your items to be shipped.
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.
For the most accurate delivery estimates, check the Australia Post website: Australia Post Delivery Speeds and Coverage
You can also check Australia Post’s delivery time calculator to get an estimate of when your order should arrive HERE
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.
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.
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.
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, therefore no refund or replacement will be supplied.
CarGuard is not responsible for standard shipping delays caused by the carrier and does not provide refunds for these delays. However, we will do our best to assist and support you.
Failed, Missed or Returned Deliveries
If a parcel is returned to us due to any of the following reasons, this will be considered customer-caused and not a fault of CarGuard:
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Recipient was unavailable and the driver determined no safe ATL location was available
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Parcel was not collected from the post office within Australia Post's holding timeframe after a delivery card was left
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Address supplied was incorrect, incomplete, or inaccessible
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Delivery was refused by the recipient
In these cases, CarGuard is not responsible for the return or reshipping costs. Any and all reshipping costs will be the responsibility of the customer
If a refund is approved, it will exclude all shipping and return fees.
Where approval is granted, all returned items must be:
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In original packaging
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Complete with all components and accessories
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Undamaged, and in a resellable condition
Returned items are assessed upon receipt. If products are missing components, damaged, or not suitable for resale, CarGuard reserves the right to:
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Reject the return and return the item(s) to the customer at the customer’s expense, or
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Approve the return subject to a restocking fee, deducted from any refund.
Any applicable restocking fee will be determined based on the condition of the returned goods and may result in a variation to any pre-approved refund amount.
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.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
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A replacement or refund for a major failure
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Compensation for any other reasonably foreseeable loss or damage
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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.
30-Day Money-Back Guarantee (Change of Mind / Incorrect fitment)*
*Our 30-day money-back guarantee applies to change-of-mind and incorrect-fitment returns only. Items must be returned unused, in original packaging, and in resellable condition within 30 days of delivery. Return shipping is at the customer's expense. Full conditions below.
To be eligible for Change of mind / Incorrect fitment refund, the following conditions must be met:
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The item is returned within 30 days of delivery
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The item is unused, unopened, undamaged, and in a fully resellable condition
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The item is returned in its original packaging, which must also be present and in good condition
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All original components, accessories, manuals, labels, and inserts are included
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Change-of-mind returns under our 30 day money back guarantee are offered in addition to, not instead of, your rights under Australian Consumer Law. Refunds are not available for damage caused by improper installation, trying to resolve issues yourself and damaging your items or a failure to follow product instructions. Professional installation is strongly recommended for certain products, including the CarGuard Stealth Isolation Switch.
Return Authorisation (RA) Required
All returns sent by mail must be authorised by our team and issued with a Return Authorisation (RA) number.
Unauthorised returns may be refused and returned to sender at the customer's expense, or held pending contact from the customer. We recommend always obtaining an RA number before returning any item.
To obtain an RA number, please email our Customer Service Team at solutions@carguard.com.au with your order number and reason for return. For urgent matters, you can also reach us by phone on 0480 685 494 during business hours.
Return Shipping Conditions
Items purchased online must be returned by mail at the customer’s expense, unless the item is faulty and under warranty.
We strongly recommend using tracked shipping, as CarGuard is not responsible for lost return parcels.
Original delivery fees, return shipping costs, and any third-party transaction fees incurred on your order (including but not limited to payment processing fees charged by providers such as Stripe, PayPal, and Afterpay) are non-refundable and will be deducted from or excluded from any change-of-mind refund.
This exclusion does not apply where the product is deemed faulty or fails to meet a consumer guarantee under the Australian Consumer Law, in which case you are entitled to a full refund in accordance with your statutory rights.
Approved refunds (full or partial) will be issued to the original payment method used at checkout. Refunds are processed
after inspection of the returned item.
Refund amounts may vary from any pre-approved estimate based on the condition of the goods upon receipt.
Once your return has been inspected and approved, refunds are typically processed from our end within 5 business days. Please allow an additional 3–10 business days for the funds to appear in your account, as processing times vary depending on your payment provider and financial institution.
Please note that refunds to Afterpay, PayPal, and credit card accounts may take longer to reflect than direct bank transfers, particularly over weekends and public holidays.
Afterpay refunds are processed back to your Afterpay account rather than your bank account, and may take additional time to reflect depending on where you are in your payment schedule. If you have already paid instalments, these will be reversed by Afterpay; if you have not yet completed your instalments, your remaining balance will be adjusted or cleared. For specific questions about how an Afterpay refund is applied to your account, please contact Afterpay directly.
Items Not Meeting Full Refund Criteria
All returned items are inspected upon receipt. Where a returned item does not meet all of our return conditions, a restocking fee may be applied and deducted from the refund amount. The fee reflects the reduced resale value of the item and the work required to return it to a saleable condition.
Restocking fees are assessed on a case-by-case basis depending on the condition of the returned item, including factors such as:
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Whether the original packaging is intact and complete
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Whether all components, accessories, manuals, and inserts are included
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Whether the item shows signs of use, wear, or damage
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The extent of any repackaging, cleaning, or reconditioning required before resale
Where an item is returned in a condition that makes it unsuitable for resale, CarGuard reserves the right to refuse the refund. In this case, you may choose to have the item returned to you at your expense. If return shipping is not arranged within 30 days of our decision, the item may be discarded at our discretion.
Restocking fees apply only to change-of-mind and incorrect-fitment returns. They do not apply to refunds issued under the Australian Consumer Law for faulty goods or major failures
Product Sourcing and Branding
To maintain our quality standards and ensure consistent stock availability, we source our products from a range of trusted manufacturers and suppliers. As a result, some items in our range may carry different branding, packaging, or minor appearance variations than those shown on our website.
The product images on our listings are illustrative. While we work to keep them as accurate as possible, the item you receive may differ slightly in appearance, packaging, or branding. These variations do not reflect a difference in quality, functionality, or performance.
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.
Warranty & Faulty Products
We stand by the quality and workmanship of our CarGuard range. All products come with a 12-month warranty covering manufacturing faults and defects in materials or workmanship under normal use.
What the warranty does not cover:
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Incorrect installation
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Misuse or neglect
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Vehicle fault (e.g. faulty or pre-damaged seatbelt stalk)
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Accidental damage
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Normal wear and tear
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Modifications, repairs, or alterations performed by anyone other than CarGuard or an authorised repairer
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Items that have been intentionally damaged, cut, or modified prior to contacting us
If you are experiencing an issue with your product, please contact our team before making any changes or alterations to the item, as this may affect your eligibility for a refund or replacement.
Evidence of the fault (images or video) will be required to process warranty claims. Failure to provide sufficient evidence may delay or affect the outcome of your claim.
All warranty returns must be authorised by our team and accompanied by a Return Authorisation (RA) number. Unauthorised returns may be refused and returned to sender at the customer's expense. We recommend always obtaining an RA number before returning any item.
For certain products, including the CarGuard Stealth Isolation Switch, we strongly 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. We recommend factoring professional installation costs into your purchase decision, as damage or issues caused by improper installation aren't covered under our warranty or refund policy.
We are here to support you and ensure your satisfaction with our products.
If you have any questions or concerns, please email us at solutions@carguard.com.au and we'll respond as soon as possible. For urgent matters during business hours, you can call us on 0480 685 494.