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.

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Your Rights Under Australian Consumer Law

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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

• 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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30-Day Money-Back Guarantee (Change of Mind / Incorrect fitment)*

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In addition to your rights under Australian Consumer Law, CarGuard offers a 30-day money-back guarantee on all products for change-of-mind returns or if it simply does not fit your vehicle.

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To be eligible for Change of mind / Incorrect fitment refund, the following conditions must be met:

• The item is returned within 30 days of delivery

• The item is unused, unopened, undamaged, and in a fully resellable condition

• The item is returned in its original packaging, which must also be present and in good condition

• All original components, accessories, manuals, labels, and inserts are included

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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

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Items Not Meeting Full Refund Criteria

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All returned items are inspected upon receipt.

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If a returned item does not meet all of the above criteria, CarGuard may, at its discretion:

• Approve a partial refund, adjusted to reflect the reduced resale value of the item.

• Apply a restocking fee, deducted from any approved refund

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If an item is returned in a condition that renders it unsuitable for resale, CarGuard reserves the right to refuse the refund and require the customer to pay return shipping to have the item sent back.

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If return shipping is not paid within a reasonable timeframe (>30 days from purchase), the item may be discarded at our discretion.

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Return Authorisation (RA) Required

 

All returns sent by mail must be authorised by our team and issued with a Return Authorisation (RA) number.

 

Returns sent without prior contact or an RA number may be refused.  Items returned without authorisation may be considered forfeited.

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To obtain an RA number, please contact our Customer Service Team on 0480 685 494.

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Return Shipping Conditions

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Items purchased online must be returned by mail at the customer’s expense, unless the item is faulty and under warranty.

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We strongly recommend using tracked shipping, as CarGuard is not responsible for lost return parcels.

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Original delivery fees are non-refundable, unless the product is deemed faulty under Australian Consumer Law.

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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.

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Refund amounts may vary from any pre-approved estimate based on the condition of the goods upon receipt.

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Warranty & Faulty Products

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We stand by the high quality and workmanship of our CarGuard range. All products come with a 12-month warranty covering manufacturing faults and defects under normal use.

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The warranty does not cover:

• Incorrect installation

• Misuse or neglect

• Vehicle Fault (e.g. Faulty, or, pre-damaged seatbelt stalk)

• Accidental damage

• Normal wear and tear

• Modifications, repairs, or alterations performed by anyone other than CarGuard or an authorised repairer

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Evidence of the fault (images or video) may be required to process warranty claims. Failure to provide sufficient evidence may delay or affect the outcome.

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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 $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.

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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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All orders are sent with "authority to leave (ATL)" 

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Local pickup is currently NOT available.

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Order Shipping Timeline

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

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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.

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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.

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Failed, Missed or Returned Deliveries

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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 or away during the delivery period

• Delivery was not collected from the carrier within the holding time-frame

• Address supplied was incorrect, incomplete, or inaccessible

• 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

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If a refund is approved, it will exclude all shipping and return fees.

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Where approval is granted, all returned items must be:

• In original packaging

• Complete with all components and accessories

• 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

• 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.

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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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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​