Warranty Policy
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 the Warranty page on www.trailersparesdirect.com.au. 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.