Tough Vehicle Accessories Pty Ltd
ABN: 86 628 777 766 ACN: 628 777 766
Registered Address: 19 Flinders Parade, North Lakes. QLD 4509
P: 07 3180 4787
TVA Ship's Daily from our North Lakes warehouse.
*COVID-19 Special Note* Due to the ongoing Covid situation, many of our suppliers are working with reduced staff and/or reduced hours. Global Logistics are also slower than usual for both sea and air freight, and air freight costs have tripled as medical equipment is given preference. Please anticipate possible delays with your orders.
When shopping with us online Sunday - Thursday, your order will be processed within 48 hours . Orders placed online Friday afternoon through Saturday, will be processed the following Monday. We do take major holidays off - and hopefully you do too!
Whilst we do make every attempt to have orders dispatched as soon as humanly possible, there can be delays due to supplier stock availability, interstate public holidays, etc.
If an order has to absolutely arrive before a certain date, please contact us before placing your order online.
Average delivery days for items that are in stock will be 3 days up to a maximum of 15 days. If you still have not received your purchase within this time frame, please contact us URGENTLY. We can however not control the courier / transport company, hence we cannot guarantee the delivery timeframe.
NOTE: Some products have a longer lead/manufacturing time and some are only manufactured as orders come in. If this is the case it is stated on the product page.
Immediately after you place an order you will get an order confirmation email.
Your freight tracking information and your carrier’s contact info will only be emailed to you once your order has shipped.
Due to an increase in fraudulent transactions, TVA will only deliver to a verified business address, or a residential address with Signature required. 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. Alternatively, you will be offered a price on shipping insurance during the checkout process.
If you opt for standard shipping with no insurance, TVA will not be liable for goods lost or damaged in transit.
It happens. While our suppliers packaging is designed to keep your order safe on it’s journey to you, every once in a while there’s an accident - a forklift mishap, or a pallet tipped, or a delivery driver having a bad day (you’ve probably seen those YouTube videos!). If this happens to one of your packages, Please contact us immediately.
If the damage is bad and it is obvious the products inside the package are damaged, DO NOT SIGN for the item and refuse the delivery.
If you notice there is damage to the shipping container but are not sure if the products inside are ok sign for the package and MAKE NOTE OF THE PACKAGING DAMAGE on the slip. Do NOT accept delivery without WRITING DOWN THE DETAILS OF THE DAMAGE on the delivery form first! Shipping companies will not satisfy an insurance claim without the damage noted by the customer. Where possible, if you suspect damage to the contents, DO NOT SIGN until you have inspected the package.
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.
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. TVA will arrange for a replacement product on behalf of the customer with the manufacturer. Proof of damage must be produced by the customer for TVA within two (2) days of receiving the goods. No Proof No Claim. A Digital photo is the best option.
There are NO Refunds on Special Order items.
Claims made by the customer outside the two (2) day period are then at the discretion of TVA to allow or disallow the claim.
Accountability for content
The contents of our pages have been created with the utmost care. However, we cannot guarantee the contents' accuracy, completeness or topicality. According to statutory provisions, we are furthermore responsible for our own content on these web pages. In this context, please note that we are accordingly not obliged to monitor merely the transmitted or saved information of third parties, or investigate circumstances pointing to illegal activity. Our obligations to remove or block the use of information under generally applicable laws remain unaffected.
Accountability for links
Responsibility for the content of external links (to web pages of third parties) lies solely with the operators of the linked pages. No violations were evident to us at the time of linking. Should any legal infringement become known to us, we will remove the respective link immediately.
Our web pages and their contents are subject to Australian copyright law. Unless expressly permitted by law, every form of utilising, reproducing or processing works subject to copyright protection on our web pages requires the prior consent of the respective owner of the rights. Individual reproductions of a work are allowed only for private use, so must not serve either directly or indirectly for earnings. Unauthorised utilisation of copyrighted works is punishable.
TVA shall take all reasonable steps to protect the personal information of users.
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 TVA 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 firstname.lastname@example.org
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.
Payment may be made via Visa, MasterCard or American Express credit cards or by bank transfer into the TVA Commonwealth Bank account, the details of which will be provided on request
Credit card acquiring and security
Credit card transactions will be acquired for TVA via our eWay payment gateway. eWay uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no credit card details are stored on the website.
Customer details separate from card details
Customer details will be stored by TVA separately from card details which are entered by the client on the eWay secure site. For more detail on eWay refer to www.eway.com.au
Merchant Outlet country and transaction currency
The merchant outlet country at the time of presenting payment options to the cardholder is Australia. Transaction Currency is Australian Dollars (AUD).
TVA takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.
Country of domicile
TVA may, in its sole discretion, change this agreement or any part thereof at any time without notice.
Errors and Omissions
Whilst we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
Acceptance of your order and the completion of the contract between you and us will take place on dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.
When placing an order online and payment is completed an email sent to the customer saying "Thank you for your order" is only an acknowledgement of receipt of order which is being yet to be processed.