Refund, Returns and Exchange Policy

1. Incorrectly Ordered or Incorrect Parts

It is the customer’s responsibility to ensure that the product ordered is suitable for their vehicle and application.

If you have ordered the incorrect part, size, model or variant, or an item that is not suitable for your vehicle, you may contact us to request a return or exchange, subject to the conditions below:

• Return shipping is at the buyer’s expense.
• Any original shipping or freight charges are non-refundable for change-of-mind or incorrectly ordered products.
• The product must be returned to us in its original, unused and saleable condition.
• The product must not have been installed, modified, damaged or altered.
• All original packaging, accessories, fittings, instructions and components should be included.
• The product must be suitable for resale.
• We may refuse a return where the product does not meet these conditions.

If an exchange is requested, the replacement product will generally be dispatched once the returned product has been received and approved. Any additional shipping or freight costs for sending the replacement product may be payable by the customer.

2. Please Check Fitment Before Ordering

Many of our products are vehicle-specific. We strongly recommend contacting Ultimate 4×4 Australia before ordering if you are unsure whether a product will fit your vehicle.

When contacting us for fitment assistance, please provide accurate information about your vehicle, including where relevant:

• Make
• Model
• Year
• Variant
• Engine
• Cab/chassis configuration
• Wheelbase
• Existing modifications
• Other relevant vehicle details

We can assist with product information and fitment guidance, but the customer remains responsible for confirming that the selected product is suitable unless Ultimate 4×4 Australia has expressly confirmed the specific product as suitable based on accurate information supplied by the customer.

3. Change-of-Mind Returns

If you simply change your mind about a purchase within 30 days, we may accept the return at our discretion, provided the product meets our return requirements. For change-of-mind returns:

• The customer is responsible for return shipping costs.
• Original shipping charges are non-refundable.
• The product must be unused and uninstalled.
• The product must be in original saleable condition.
• All components and accessories must be included.
• Original packaging should be included where reasonably possible.
• Any refund will generally be processed after the returned product has been received and inspected.

We may deduct reasonable costs associated with damage, missing components or deterioration caused by handling beyond what would reasonably be permitted when inspecting the product, to the extent permitted by law.

4. Products That Have Been Installed

We generally cannot accept change-of-mind or incorrectly ordered returns for products that have already been installed or used. Installation may:

• alter the product
• cause marks or damage
• affect packaging
• make the product unsuitable for resale
• prevent us from determining whether the product remains in original condition

5. Special-Order, Customised and Modified Products

Products that are specially ordered, customised, modified, manufactured to customer requirements, painted or colour-matched, cut or altered, or sourced specifically at the customer’s request may not be eligible for change-of-mind returns or exchanges.

6. Faulty or Defective Products

If you receive a product that is faulty, defective or damaged, please contact us as soon as reasonably practicable. Please provide:

• your order number
• your name and contact details
• details of the problem
• photographs or videos where relevant
• any other information reasonably required to assess the issue

We may ask you to return the product for inspection or testing. Depending on the circumstances, the remedy may include a repair, replacement, refund or other appropriate remedy.

7. Damaged Products

If your product arrives damaged, please contact us promptly. Where possible:

• photograph the packaging before opening it
• photograph any visible damage
• retain the packaging
• do not install or use the damaged product
• contact us with your order details

We will assess the circumstances and work with you to determine the appropriate solution.

8. Incorrect Product Supplied by Ultimate 4×4 Australia

If we send you a product that is different from the product you ordered, please contact us. Where the incorrect product was supplied by us, we will arrange an appropriate resolution and, where required, cover reasonable return shipping costs associated with correcting our error.

9. Refunds

Once an approved return has been received and inspected, we will process any applicable refund. Refunds will generally be made using the original payment method where reasonably possible.

Processing times may vary depending on the payment provider or financial institution. Ultimate 4×4 Australia is not responsible for delays caused by a customer’s bank or payment provider after we have processed the refund.

10. Shipping Costs and Freight

For incorrectly ordered, incorrectly selected or change-of-mind products, the buyer is responsible for return shipping costs. The buyer is also responsible for any additional shipping or freight charges associated with an exchange where the original product was ordered incorrectly. Original shipping and freight charges are generally non-refundable for change-of-mind or incorrectly ordered products.

For bulky or oversized items, return freight may be significantly higher than standard parcel shipping. Please contact us before returning bulky items so that appropriate freight arrangements can be discussed.

11. Return Authorisation

Please contact Ultimate 4×4 Australia before sending a product back. We may provide return instructions or a return authorisation. Products returned without prior approval may experience delays in processing. Do not send products to an address other than the return address we provide.

12. Return Condition

Returned products must be packaged securely to prevent damage during transportation. The customer is responsible for ensuring that a change-of-mind or incorrectly ordered return reaches us safely. If a product is damaged during return shipping because it was inadequately packaged, the return may not be accepted as a change-of-mind return.

This does not affect your rights where the product is being returned because it is faulty or otherwise covered by the Australian Consumer Law.

13. Warranty Claims

Some products supplied by Ultimate 4×4 Australia are covered by a manufacturer’s warranty and/or our applicable warranty. We advertise a minimum 12-month warranty for our accessories, subject to applicable warranty conditions.

Warranty coverage is separate from change-of-mind returns. A warranty claim may require inspection, testing, photographs, installation information or other reasonable evidence. Labour for installation and removal is not covered unless installed by us.

14. Australian Consumer Law

Ultimate 4×4 Australia complies with the Australian Consumer Law. Our products come with consumer guarantees that cannot be excluded. Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy if a product:

• is not of acceptable quality
• is not fit for a purpose you made known to us
• does not match its description
• does not match a sample or demonstration model
• otherwise fails to comply with a consumer guarantee

A business may not refuse a valid consumer guarantee claim simply because its normal change-of-mind return period has expired. Nothing in this Refund, Returns and Exchange Policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law.

15. How to Request a Return

To request a return, please contact us with:

• your full name
• order number
• product name
• reason for return
• photographs where relevant
• any other information reasonably requested

We will review your request and provide return instructions where applicable.

16. Contact Us

Please send us a message through our contact page to request a return, refund, exchange or warranty assessment.

Ultimate 4×4 Australia, Melbourne, Victoria, Australia. Warehouse collection: by appointment only. Customer service: Monday to Friday, 9:00am to 6:00pm. Website: www.ultimate4x4aus.com.au.

Quick Summary

Ordered the wrong part? You can contact us to request a return or exchange, provided the product is unused, uninstalled and in saleable condition.

Return shipping: buyer pays. Original shipping costs: generally non-refundable for incorrectly ordered or change-of-mind purchases.

Faulty product: we will provide the remedy required, such as a replacement or repair.

Installed or modified product: generally not eligible for change-of-mind or incorrect-order returns. Special-order or customised product: generally not eligible for change-of-mind returns.