Returns Policy
We offer returns and exchanges on goods purchased via the Mobile Auto Tech Expert Pty Ltd - M.A.T.E. Platform (Platform) in accordance with this Returns Policy. This Returns Policy is to be read in conjunction with the Terms of Use. Please read this Returns Policy carefully to ensure that you are fully aware of your rights and our obligations to you.
The rights set out in this Returns Policy are in addition to your statutory rights under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.
- Conditions for change of mind returns
- Change of mind
Goods, except for the Exclusions set out in clause 1.2, may be returned for change of mind within 14 calendar days from date of delivery, provided that:
- the return complies with the conditions set out in clause 1.3;
- you provide proof of purchase as set out in clause 1.4; and
- you cover the return postage fee.
- Exclusions
The following goods cannot be returned or exchanged for change of mind:
- gift cards or vouchers;
- products marked "clearance" or "final sale".
- Condition of goods for change of mind return
Goods must be returned in a saleable condition. This means they must be new and unused, undamaged, unaltered, unwashed and unworn or unassembled in original packaging that has not been damaged, with all parts, instruction manuals and accessories present, seals and stickers intact and original tags or labels attached.
- Proof of purchase
You must provide adequate proof of purchase for an exchange or return. This may consist of:
- a copy of the receipt;
- an emailed or electronic tax invoice;
- a confirmation email for an online purchase;
- a packing slip included with an online purchase;
- a gift receipt; or
- a financial statement from a payment provider or financial institution — e.g. credit card or bank statement or statement from Stripe or Paypal, etc.
- Change of mind return request
To return an online purchase by post, lodge a request in writing via email to [email protected] with the subject 'Change of Mind Return', with your order number and proof of purchase. Please ensure that your return meets the required conditions per clauses 1.2, 1.3 and 1.4. We will then provide instructions for you to return the purchase to us. You will be required to cover the costs of return postage. If we are pre-paying for the return postage, we will deduct these costs from your refund amount.
- Refund processing
- Once we have received your return and inspected it to confirm that it complies with our conditions for change of mind returns, we will email you to notify that your refund has been approved. If approved, your refund (less postage costs, if applicable) will be processed within 10 business days.
- Refunds will be provided to the original payment method used for the purchase or an equivalent payment method as follows:
- Credit or debit cards: Refunds will be provided to the same card account used to make the purchase.
- Mobile payments and digital wallets: For instore purchases made using a mobile payment or digital wallet service (eg Apple Pay, Samsung Pay, Google Pay), the refund will be processed back to the same card selected in that mobile or digital wallet.
- Gift cards and credit notes: For purchases made with gift cards or credit notes, refunds will be provided by issuing a replacement gift card or credit note. For purchases made with third party gift cards, refunds will be processed in accordance with the terms and conditions issued by the relevant gift card provider.
- BNPL purchases: For purchases made with buy now, pay later facilities (e.g. Afterpay, Zip Pay, Klarna) or other third-party payment providers (e.g. Paypal) the refund will be returned to the user's account with the relevant provider, and the account balance adjusted accordingly.
- Gift receipts: All refunds using a gift receipt will be refunded to a credit note.
- Multi-tender/split purchases: For purchases made using more than one payment method (e.g. gift card and credit card or gift card and BNPL) refunds will be provided to each respective payment method in the same proportions as the initial purchase. If the original payment method for the purchase cannot be verified (e.g. because the original card or digital payment method used is not presented for an instore refund), the payment method for the refund will be at our discretion and a credit note may be provided instead.
- Gifts, bonuses and bundled items
Any free gifts, bonus or bundled items or gift cards provided with the purchase of returned goods must also be returned. If all such items are not returned or are not in a saleable condition, their value will be deducted from the total refund or credit note on return. If any free or bonus gift card provided with the purchase has already been redeemed (in full or in part) the value of the amount redeemed will be deducted from the total refund or credit note provided on return.
- Rewards and loyalty points
Any loyalty or reward points provided in relation to a refunded purchase may be deducted.
- Promotions and special offers
Where returned goods were purchased pursuant to a promotion or special offer (e.g. buy 1 item and get the second 50% off, 2 for the price of 3, spend $150 and get 20% off etc.) and the return means that the transaction no longer qualifies for the relevant promotion or offer, the value of the total refund or credit note provided on return may be adjusted accordingly.
- Shipping costs
Shipping costs for online purchases returned for change of mind will not be refunded.
- Information gathering and privacy
When making a return, you may be required to present valid photo identification, and we may verify and record your signature and other personal details to comply with legal requirements and/or for loss prevention purposes. Any information collected in this manner will be dealt with in accordance with our Privacy Policy.
- Fraud or Return Policy abuse
We may refuse to accept change of mind returns at our discretion if we reasonably believe you have engaged in fraudulent conduct or are abusing our Return Policy.
- Change of mind
- Conditions for faulty, defective or incorrect returns
- Manufacturer's warranty
Some of the goods we sell may come with an additional manufacturer's warranty as indicated on packaging and/or in documentation provided with the relevant goods. If you wish to make a claim under a manufacturer's express warranty, you may do so by contacting the manufacturer directly. Your rights under a manufacturer warranty are in addition to your statutory rights under the Australian Consumer Law.
- Consumer Guarantees
- Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Your rights under the consumer guarantees are not limited by our Conditions for change of mind returns or by any express warranty provided by the manufacturer of goods.
- If there is a major failure to comply with consumer guarantees in respect of goods, you are entitled to reject the goods and choose either a replacement or refund, or to retain the goods as they are and seek compensation for any drop in their value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
- If the goods fail to be of acceptable quality and that failure does not amount to a major failure to comply with the consumer guarantees, you are entitled to have the goods repaired or replaced, or to be provided a refund (at our discretion). If the goods are not repaired or replaced within a reasonable time, you are entitled to a refund. Remedies under the consumer guarantees are not available in respect of faults or damage to goods that occurs as a result of misuse, neglect or abnormal use.
- Process for consumer guarantee claims: If you believe that goods purchased from us fail to comply with the consumer guarantees please contact our customer service team at [email protected] with the subject 'Consumer Guarantee Return' and provide proof of purchase, details of the issue, and photograph/video of the issue with the good.
- Proof of purchase: You must supply a receipt or other verifiable proof of purchase when making a claim under the consumer guarantees.
- Assessment of goods: If you claim a remedy for faulty or defective goods pursuant to your consumer guarantee rights, we may need to send the goods to the manufacturer or their service agent for inspection and assessment to confirm the nature, cause and extent of the claimed fault or defect and to determine your entitlement to a remedy. We will do this within a reasonable period of time.
- If we reasonably determine upon such assessment and inspection that the goods are not defective or that any fault or defect has resulted from misuse, neglect or abnormal use, we will reject your claim under the consumer guarantees and return the goods to you. We reserve the right to require that you cover the cost of return shipping in that instance. If we reasonably determine that the goods are faulty or defective, we will provide an appropriate remedy depending on whether the failure to comply with the consumer guarantees is major or non-major as outlined above.
- Warning regarding data loss: Assessment, repair or replacement of electrical and electronic goods that contain data, such as on-board diagnostics devices (e.g. OBD2 devices), cameras, mobile phones, computers, tablets and storage drives, may result in the loss of user-generated data (including but not limited to images, video, music and documents). You are responsible for ensuring that all such data is backed up elsewhere before returning such goods to us to seek a remedy under the consumer guarantees.
- Refurbished goods/parts: Where we offer a repair pursuant to your consumer guarantee rights, refurbished parts may be used to repair the goods. Goods presented for repair may be replaced by refurbished goods of the same type instead of being repaired. Where goods are replaced pursuant to consumer guarantee rights, they may be replaced by refurbished goods.
- Incorrect goods: If you believe that the goods we have shipped you do not reflect those that you ordered and/or do not correspond to the description we have provided, please contact our customer service team at [email protected] as soon as practicable.
- Manufacturer's warranty
- General
- Changes to this policy
We may update or change this Returns Policy at any time by publishing the updated version on our Platform. Please review the policy before making a purchase to ensure you are aware of the current terms.
- Changes to this policy