Refund Policy

Here's where you stand on returns, cancellations and refunds when you buy from PVS Automotive. Read it alongside our Terms of Use and our Shipping Policy. Nothing in this policy limits the consumer guarantees, rights or remedies you have under the Australian Consumer Law.

If your item is faulty, damaged or the wrong one

Contact us and we'll sort it out. Your rights under the Australian Consumer Law apply regardless of how long ago you bought the item, whether the box has been opened, and whether the item has been fitted. We never charge a fee to remedy a faulty, damaged or incorrect item.

Please tell us as soon as you notice a problem, keep the original packaging where you can, and send us clear photos. None of that is a condition of your rights. It just gets you fixed up faster.

• Major failure: you choose a refund or a replacement.
• Minor failure: we'll repair it, replace it or refund it.
• Wrong item sent: our error, so we arrange and pay for collection and send the correct item.

Where a problem is confirmed, we cover the cost of returning the item. If it's large or awkward to post, say door cards or a bull bar, we arrange collection ourselves. Please don't send anything back before you contact us, so we can organise the freight and you're not out of pocket for it.

Cancel before your order ships

What you can do depends on whether we're building your item or waiting on stock. Both are shown on the product page before you buy.

Pre-order items we are waiting on stock for, such as headunits, door pods, headlights and body parts. Cancel any time before your order is dispatched and we'll refund you in full. There is no fee and no time limit.

Made-to-order items we build for you, such as steering wheels, door cards and leather trim. These are built to the specification you choose. You can cancel free of charge within 48 hours of placing your order. After 48 hours your order has entered production, so it will be completed and dispatched to you as ordered. We don't charge a cancellation fee either way, because you receive the item you paid for. This doesn't affect your rights under the Australian Consumer Law: if the item is faulty, or we can't supply it within a reasonable time, you can still cancel and be refunded.

Change your mind after delivery

• Contact us first. Every change-of-mind return needs our approval in writing before you send anything back, and we'll give you the return address at that point. Items sent back without approval may be refused and returned to you at your cost.
• The item must be unused and unfitted, in its original packaging, with all accessories, fittings and documentation included. Opening the box to look at the item is fine. Powering it on, test-fitting it or installing it is not.
• Sealed electronic items must come back sealed. Headunits, cameras, wireless control modules and any item supplied in sealed packaging must be returned unopened with the seal intact. Once one of these has been unsealed, or connected to power or to a vehicle, it can no longer be sold as new and it is not eligible.
• You choose a full-value store credit or a refund to your original payment method. There is no restocking fee on either.
• You pay the cost of sending the item back to us. Please include your order number inside the parcel so we can match it on arrival.
• The original shipping charge you paid is not refunded.
• Every return is inspected when it reaches us. If an item arrives in a condition that doesn't meet the conditions above, we'll contact you before we do anything else. You can have it sent back to you at your cost, or accept a reduced amount that reflects the condition it came back in. We won't process a reduced refund without your agreement.

You can return most items within 30 days of delivery if you've changed your mind, and the conditions above apply to every one of those returns. We offer that window ourselves, the law doesn't require it.

Items that have been used, fitted, modified or damaged aren't eligible for a change-of-mind return. Once an item has been fitted or used, we can no longer sell it as new, which is why this condition applies. This doesn't affect your rights under the Australian Consumer Law if the item is faulty, and those rights apply even after an item has been fitted or used.

What you can't return for a change of mind

• Made-to-order items built to your specification, once delivered.
• Sale and clearance items.
• Items that have been used, fitted or modified.
• Sealed electronic items that have been opened, including headunits, cameras and wireless control modules.
• Gift cards.

None of those can come back to us just because you've changed your mind. Your rights under the Australian Consumer Law are unaffected in every case: if the item is faulty, not as described, or doesn't do what it should, you're entitled to a remedy exactly as with any other product.

If a parcel is refused or can't be delivered

If a parcel comes back to us because delivery was refused, or because the delivery details you supplied were incorrect, we'll refund the order less the actual freight we were charged to send it and get it back. We charge you what the courier charges us, nothing more, and we'll show you the invoice on request.

International orders

If you're ordering from outside Australia, you're responsible for all customs duties, import taxes, brokerage fees and related charges. If an international shipment is refused or returned, the actual return freight and any customs charges we incur will be deducted from the refund.

Store credits

You can put a store credit towards any future order, and it doesn't expire. Store credits are not redeemable for cash and cannot be transferred.

Shipping quotes

The shipping rate you're quoted at checkout is an estimate based on weight and location. Oversized or irregular items may need a manual quote. If the cost differs materially from the estimate, we'll contact you for approval prior to dispatch.

Installation costs

Please confirm an item suits your vehicle before you fit it. We don't reimburse labour, installation costs or damage caused during installation, except where we are required to under the Australian Consumer Law.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available to you under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The 30 day window described above applies only to change-of-mind returns. It does not limit your rights in respect of faulty or misdescribed goods, which are not subject to any time limit we set.

Email us if you've got a question about this policy or you need help with a return.