Returns & refunds

In summary

Our returns and refunds 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; 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.

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. If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased.

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, as well as items that have been modified or damaged.

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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@trailersparesdirect.com.au and send your item to: 4 Leanne Crescent Lawnton Queensland AU 4501.

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.