Return Policy

In summary

Our returns policy is in addition to your rights under the Australian Consumer Law because we want to make sure you get the right product for your needs.

Contact us prior to sending goods for return so that we can assist you promptly.
Change your mind? Within 14 days, return the unused goods in their original condition with proof of purchase for exchange or refund.
Change of mind exclusions apply for custom length axles, assembled axles, fitted tyres and rims, bearings that have been greased, electric boards; or if the goods are modified or damaged.
Product faulty or damaged? Please contact us immediately with details and your invoice number so we can assist you promptly.
Complete the Stock Return Form and return it with your goods so it can be promptly processed.

More information on our returns and refunds

Trailer Spares Direct and Direct Source Australia Pty Ltd handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.

Should you wish to return your order, please notify us within 14 days of purchase with a valid reason for return and proof of purchase. We may, at our discretion, provide a refund on the return of Products within 14 days of purchase date where the product and packaging is in its original condition, unopened, unused and saleable.

Unopened goods will be refunded in full. Refunds will be processed promptly and payment made by the same method that you made payment. All refunds are made at the discretion of Trailer Spares Direct and Direct Source Australia Pty Ltd.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are exclusions to returns and refunds, where customers have changed their mind on custom order length axles, assembled axles, fitted tyres and rims, bearings that have been greased, electrical boards, as well as items that have been modified or damaged.

You will be responsible for any postage, shipping costs to return the products for refund.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Refunds will be processed promptly and payment made by the same method that you made payment. Depending on your financial institution it may take a further 4-5 business days for these funds to be made visible in your account. All refunds are made at the discretion of Trailer Spares Direct and Direct Source Australia Pty Ltd. Returns for change of mind will be credited in the amount you paid for the product, less any initial delivery charges as set out in your Order Confirmation email.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@trailersparesdirect.com.au or call on 07 3205 8846.

Warranty

Our Products come with guarantees that cannot be excluded under Australian Consumer law. You are entitled to a replacement or refund for a major failure of the product. You are also entitled to have the products repaired or replaced if they fail to be acceptable quality and failure does not amount to a major failure. We reserve the right to replace defective parts of the Product with parts and components of similar quality, grade and composition where an identical part is not available. This warranty is not transferrable to a subsequent person if the Product is sold by the original purchaser during the warranty period.

A claim for warranty may be made within 12 months from the date of purchase. You must provide proof of purchase, be the original owner, provide a description and photos and/or return goods to be inspected. Where the warranty claim is accepted we will either repair or replace any defective products or part with a new or remanufactured equivalent at no cost to you for parts. You acknowledge and agree that you will be liable for any postage or shipping costs in facilitating the warranty claim.

Exclusions

The warranty does not cover:

Normal wear and tear
Fitting of the product other than in accordance with the product information, our recommendations, and all relevant vehicle safety and compliance laws, including incorrect fitting;
Using the product other than for the purpose for which it was originally designed or other than in accordance with product information, our recommendations, and all relevant vehicle safety and compliance laws, including unusual improper or negligent use or misuse or overloading. This includes where on-road products have been used in off-road applications.
Misuse or neglect of the product including improper repair or maintenance or failing to repair and maintain;
Where the product has been altered, repaired or modified;
Where the defect has arisen due to a power surge or other fault in the supply of electricity;
Damage caused by mould, insects, animals, adverse weather, extreme temperatures, pressure, stress or similar, collision, accidents, road hazards, abuse, acts of nature, vandalism;
Where Trailer Spares Direct cannot establish any fault in the Product after testing and inspection;
Costs, losses or charges:

of removing and reinstalling the product
for travel and /or other expenses due to customer’s remote location
for transport charges and damage in transit. It is your responsibility to deliver and pick up your product, including any costs associated with the postage of your repair or replacement product. If you do freight your product we recommend that you insure against loss or damage
directly or indirectly associated with the product failing to operate.

Making a claim

To make a claim please contact your place of purchase. If you purchased direct with us visit www.trailersparesdirect.com.au and go to 'contact us' alternatively, call 07 3205 8846

Please retain your proof of purchase to assist with your warranty claim.

Please immediately contact us as soon as you become aware of a possible defect in the product.
To enable us to evaluate your return request, please provide us with:

the Order number, invoice number
a detailed description of the problem or the reason for your request to return the Product;
some photos of the issue (if it's required we will advise you which email address to send it to);
your name and contact details.

From these details Trailer Spares Direct / Direct Source Australia Pty Ltd will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return.

When an item is returned it will be inspected by Trailer Spares Direct / Direct Source Australia Pty Ltd or the manufacturer to confirm its eligibility for a warranty claim. Once deemed as a warranty issue it will be classified by Trailer Spares Direct / Direct Source Australia Pty Ltd or the manufacturer as either a minor or major fault. In the case of a minor fault the item will be repaired or replaced and for a major fault the item will be either replaced or refunded.
If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.

Expenses: Any expenses relating to the return of your product to store will normally have to be paid by you. For online store purchases, we will pay for return freight for any product assessed as having a major failure.

Shipping

To return your product, you should mail your product to: 4 Leanne Crescent Lawnton Queensland AU 4501

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Fitting and use

Please ensure you:

Fit the product in accordance with the product information, our recommendations and/or all relevant vehicle safety and compliance laws; and
Use the product for the purpose for which it was originally designed and in accordance with the Product Information, our recommendations (including maintenance) and all relevant vehicle safety and compliance laws
Maintain and repair the product.