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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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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All Returns lodged through mail must have an RA number or the packages will be refused and returned to sender. Returns may take up to 14 working days to process.
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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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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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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 $50 or more. Please note that shipping costs are not included in this total; the $50 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
All orders are sent via Australia Post Standard or Express Post, depending on your selection at checkout.
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Order Shipping Timeline
Orders are shipped on weekdays, excluding Queensland State and National public holidays. We do our best to ship orders placed before 3 PM on the same business day.
Orders placed after 3 PM will likely be dispatched the following business day.
Please allow 1-2 business days from the time of placing your order for your items to be shipped.
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During peak periods like Black Friday and the Holiday season, delivery times may be impacted.
Note that "Express Post" refers to the service provided by Australia Post after we hand over the order. Express does not guarantee faster packing or priority over other orders.
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You can check the estimated delivery speeds and coverage within Australia on the Australia Post website: Australia Post Delivery Speeds and Coverage.
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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 CarGaurd 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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Change of Mind
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We do not accept returns or provide refunds for a change of mind.
We encourage you to ensure our products meet your needs before completing your purchase.
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We have an excellent support team ready to assist with any queries or concerns you may have prior to purchase. If you need more detailed information or guidance, do not hesitate to reach out. Our aim is to ensure you are fully informed and confident in your purchase decision.​​
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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 canceled. 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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We are here to support you and ensure your satisfaction with our products.
If you have any questions or concerns, please reach out on 0480 685 494 or email us at solutions@carguard.com.au​