Policies & FAQ
Tough Vehicle Accessories Pty Ltd
19 Flinders Parade
Contact Us Via:
Phone: 07 3180 4787
Refunds and Returns Policy
We do not normally give refunds if you simply change your mind, or make a wrong decision. Please carefully select the correct product, and ensure that where necessary, relevant notes are added to your order.
Under ACCC regulations, we are not obliged to accept returns based on a "Change of Mind". However we can, at our discretion, apply a restocking fee of 15% + return freight to individual cases. This only applies to items unopened, within 10 business days of order.
You may return most new, unopened items within 30 days of delivery for a full refund if the return is a result of our error (you received an incorrect or defective item, etc.). We'll also pay the return shipping costs.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We offer a full exchange on goods received damaged (If insurance is chosen on freight, see "Shipping Policy" below) or faulty by the customer. Tough Vehicle Accessories will arrange for a replacement product on behalf of the customer with the manufacturer. Proof of damage must be produced by the customer for Tough Vehicle Accessories within two (2) days of receiving the goods. No Proof No Claim. A Digital photo is the best option.
Claims made by the customer outside the two (2) day period are then at the discretion of Tough Vehicle Acccessories to allow or disallow the claim.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Repair or replacement is at the discretion of the manufacturer.
In the event that you need to make a warranty claim or wish to return an item, please use the following procedure:
- Contact us by email or by calling 07 3180 4787 to inform us of the issue
- We will assess whether the item is returnable to us or not
- If we deem the item returnable, we will provide you with a return authorisation number
- If the item is to be returned directly to the manufacturer, we will provide you with their details
- Unless otherwise stated, freight for all warranties and returns is to be paid by the customer
- The final decision for all warranties is made by the manufacturer, not Tough Vehicle Accessories Pty Ltd, unless we have manufactured the product ourselves.
Tough Vehicle Accessories will only deliver to a verified business address. No freight will be dispatched with an Authority To Leave. If you are not available to receive delivery, we can send the freight to the nearest depot for collection, or alternatively the courier will leave a card to arrange re-delivery or depot collection.
Standard Shipping prices do not include insurance. If you would like insurance on your freight, please contact us and we will advise of shipping quotes including insurance.
If you opt for standard shipping with no insurance, Tough Vehicle Accessories will not be liable for goods lost or damaged in transit.
We currently only ship within Australia.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. If you are ordering multiple items, please contact us for a bulk shipping quote as palletized freight is generally cheaper.
Tough Vehicle Accessories use TNT for all domestic deliveries. We do provide the option for customer to arrange their own freight.
Please use TNT's Track & Trace facilities to track your order before contacting us for delivery ETA's once tracking info is assigned to your order.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full Kg.
Shipping dates are an estimate only, however most items should arrive within 3-7 business days.
Orders are dispatched within 2 business days where possible.
Special order items, or items currently out of stock can have up to a 8-12 week lead time. Please check with us on stock availability before placing your order if an urgent delivery is required.
Customer Service Policy
Tough Vehicle Accessories is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 3-7 business days; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 3 business days to arrange an agreeable alternative item, a backorder or a full refund.
Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.
When purchasing from Tough Vehicle Accessories your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.
128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact us at email@example.com
Online payments are done through the TLS 1.2 Protocol. We utilize the highest level of security with eWAY with 3D-Secure as well as 2 additional security layers in Beagle Ultimate and MaxMind.
Frequently Asked Questions
What does my account status mean?
- Awaiting Payment - You have selected to pay by bank deposit. Once the funds have cleared in our account, your status will change.
- Awaiting Fulfillment - Your order has been processed, and we are either preparing your order for dispatch, or awaiting stock to come in.
- Awaiting Shipment - Your order has been packed and prepared for delivery. Waiting on courier collection.
- Partially Shipped - Some items from your order have been dispatched.
- Shipped - Couriers have collected your order and it is on its way to you!