Refund policy

Returns & Refunds Policy

At Carbon Autohaus, we take care to provide accurate product information and quality automotive parts. Please review our Returns & Refunds Policy carefully before placing your order.

No Change of Mind Returns

Carbon Autohaus does not accept returns, exchanges or refunds for change of mind.

This includes situations where:

You no longer want or need the product
You ordered the incorrect product, model, size or specification
The product is incompatible with your vehicle where the compatibility information provided by Carbon Autohaus was accurate
You found the product cheaper elsewhere
You simply decide not to proceed with the installation

Please check all product information, specifications and vehicle compatibility carefully before placing your order.

If you are unsure whether a product is suitable for your vehicle, please contact us before purchasing.

Used, Installed or Damaged Products

Products generally cannot be returned if they have been:

Installed or fitted
Used
Modified, painted, cut or altered
Damaged after delivery
Damaged due to incorrect installation, misuse or improper handling
Returned incomplete or missing supplied components

However, this does not exclude your rights under the Australian Consumer Law.

For example, if installation or use reveals a genuine product fault, or the product does not match the description or fitment information provided by Carbon Autohaus, your rights under the Australian Consumer Law may still apply.

Incorrect Website Information or Fitment

We make every effort to ensure the product descriptions, specifications and vehicle fitment information on our website are accurate.

If a product has been incorrectly listed by Carbon Autohaus, does not match the description provided on our website, or is not suitable for a vehicle or purpose that we specifically represented it as being suitable for, please contact us.

We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

Please note that this does not apply where the customer has selected the incorrect product despite the product information and fitment details being correctly listed.

Faulty or Defective Products

If you believe a product is faulty or defective, please contact us as soon as reasonably possible at sales@carbonautohaus.com.au.

When contacting us, please provide:

Your order number
A description of the issue
Photos or videos showing the fault where possible
Details of the vehicle the product was fitted to, where relevant
Any other information reasonably required to assess the issue

Depending on the nature of the problem, the product may need to be returned or inspected before a remedy can be provided.

If the product is confirmed to have a problem covered by the Australian Consumer Law, an appropriate remedy will be provided.

Incorrect Installation or Customer-Caused Damage

Carbon Autohaus is not required to provide a refund, replacement or other remedy where a product has been damaged or has failed because of circumstances such as:

Incorrect installation
Installation contrary to manufacturer instructions
Modification or alteration of the product
Misuse, abuse or neglect
Accident or impact damage
Normal wear and tear
Use outside the product's intended application or specifications

Where appropriate, we may request photographs, installation details or professional assessment to help determine the cause of an issue.

Supplier Warehouse & Special Order Items

Some products sold by Carbon Autohaus are specifically sourced from supplier warehouses for an individual customer order.

Supplier warehouse, special-order, made-to-order, custom or specifically sourced products cannot be cancelled or returned because of change of mind or incorrect customer selection once the order has been placed with the supplier.

This does not affect your rights under the Australian Consumer Law where the product is faulty, incorrectly supplied, incorrectly described or otherwise fails to meet an applicable consumer guarantee.

Incorrectly Ordered Parts

Customers are responsible for checking vehicle compatibility, model, year, variant, specifications and any other relevant fitment information before placing an order.

If a customer orders the incorrect part where Carbon Autohaus has provided accurate product and fitment information, Carbon Autohaus is not required to accept the product for return.

In limited circumstances, Carbon Autohaus may choose, at its discretion, to accept an otherwise non-returnable product.

Where we agree to accept such a return, the product must be unused, uninstalled, undamaged and in its original condition and packaging. A restocking fee of up to 10% and return freight costs may apply.

Any discretionary return must be approved by Carbon Autohaus before the product is sent back.

The restocking fee does not apply where a customer is entitled to a remedy under the Australian Consumer Law.

Incorrect Items Supplied

If Carbon Autohaus sends you a product different from the product you ordered, please contact us as soon as possible.

We will arrange an appropriate solution and, where applicable, cover reasonable return shipping costs.

Please do not install or use an incorrectly supplied product once you become aware that it is incorrect.

Damaged in Transit

Please inspect your order as soon as possible after delivery.

If your order appears to have been damaged during transit, please contact us as soon as possible and provide:

Your order number
Photos of the shipping packaging
Photos showing the damage to the product
A description of the issue

Please retain the product and all packaging while the matter is being assessed.

Return Authorisation

All returns must be approved by Carbon Autohaus before being sent back.

To request an assessment or authorised return, please contact:

sales@carbonautohaus.com.au

Please include your order number and details of the issue.

Products sent back without prior authorisation may experience delays in processing.

Refunds

Where a refund is approved, it will generally be processed back to the original payment method.

Please allow up to 10 business days after the refund has been processed for the funds to appear in your account. Your bank or payment provider may require additional processing time.

Where a discretionary return is accepted for a product that is not covered by the Australian Consumer Law, applicable restocking fees, return freight costs and non-refundable original shipping charges may be deducted from the refund.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Depending on the nature and severity of a product issue, you may be entitled to a repair, replacement, refund or other remedy.

Consumer guarantees may apply where, among other things, a product:

Is faulty or not of acceptable quality
Is unsafe
Does not match its description
Is significantly different from what was advertised or represented
Is not fit for its normal purpose
Is not fit for a particular purpose that was specifically discussed and relied upon when purchasing

Questions About Returns

If you have any questions about product compatibility, returns, faults or fitment, please contact us before placing your order: