Refund policy

This Refund Policy explains your options for returns, cancellations, and refunds when you shop with PVS Automotive. It should be read together with our Terms of Use and Shipping Policy. Nothing in this policy limits the consumer guarantees, rights, or remedies you have under the Australian Consumer Law.

Faulty, damaged, or incorrect items

If something is wrong with your order, contact us and we will 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.

To help us resolve it quickly, please tell us as soon as you notice a problem, keep the original packaging where you can, and send us clear photos. None of these are conditions of your rights. They just help us fix it faster.

• Major failure: you choose a refund or a replacement.
• Minor failure: we will 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 the item is large or awkward to post, such as door cards or a bull bar, we arrange collection ourselves. Please do not send anything back before contacting us, so we can organise the freight and avoid you paying for it.

Cancelling before your order ships

How cancellation works depends on whether we are 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 will refund you in full. There is no fee and no time limit. If you have been waiting and you have had enough, just tell us.

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 do not charge a cancellation fee either way, because you receive the item you paid for. This does not affect your rights under the Australian Consumer Law: if the item is faulty, or we cannot supply it within a reasonable time, you can still cancel and be refunded.

Changing your mind after delivery

You may return most items within 30 days of delivery if you simply change your mind. This is something we offer, not something the law requires, so the following conditions apply.

• The item must be unused and unfitted, with all packaging and accessories intact. Opening the box to look at the item is fine. Powering it on, test-fitting it, or installing it is not.
• 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.
• The original shipping charge you paid is not refunded.

Items that have been used, fitted, modified, or damaged are not 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 does not 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 is not eligible for a change-of-mind return

The following are not eligible for return simply because you have changed your mind. In every case, your rights under the Australian Consumer Law are unaffected: if the item is faulty, not as described, or does not do what it should, you are entitled to a remedy exactly as with any other product.

• Made-to-order items built to your specification, once delivered.
• Sale and clearance items.
• Items that have been used, fitted, or modified.
• Gift cards.

Refused or undeliverable parcels

If a parcel is returned to us because delivery was refused, or because the delivery details you supplied were incorrect, we will 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 will show you the invoice on request.

International orders

International customers are 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

Store credits may be applied to any future purchase and do not expire. Store credits are not redeemable for cash and cannot be transferred.

Shipping quotes

Shipping rates displayed at checkout are estimates based on weight and location. Oversized or irregular items may require a manual quote. If shipping costs differ materially from the estimate, we will contact you for approval prior to dispatch.

Installation costs

Please confirm that an item suits your vehicle before fitting it. We do not 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.

If you have questions about this policy or need help with a return, please contact us via email.