What do we cover?

We cover all items we sell for a minimum of 12 months for parts and manufacturing from the date of purchase. If a warranty is authorised, Carbon Offroad is only obligated to cover the replacement or re-issue of the original parts. Under no circumstances is Carbon Offroad liable for any costs involving shipping, removal and replacement labour costs or other associated work. The warranty is strictly parts only coverage. 

WARRANTY & RETURNS

Our Carbon Offroad Suspension Products Warranty and Returns Policy reflects your rights as a consumer as provided under Australian Consumer Law. 

Can I return my goods? 
If an item is faulty, damaged or not functioning on arrival, you can contact us to discuss a return. Please contact the office prior to returning any goods

Items can be returned if they have not been fitted to a vehicle. If they have been fitted to a vehicle, we cannot accept any returns. If a return is authorised, you will be issued with an RMA (Return Merchandise Authority) number, to be included with the return goods. Goods that arrive back to our location with no RMA number will not be processed. You may be liable for additional fees and charges in relation to additional shipping costs we incur to return goods to our suppliers. 

We do not accept returns if you have changed your mind about your purchase after the order has been processed and paid for, whether or not it has been dispatched. 

WHERE do items need to be returned to?
Items need to be returned to our location or a nominated supplier at our discretion. Contact us prior to returning the product. You will be informed at the time you are issued with an RMA number. 

HOW do customers return items?
Please contact us prior to returning the item. We can discuss what the issue is and attempt to rectify it prior to a return if possible. Customers will be instructed on the method of return based on the product and the situation of the return at the time of issue of an RMA number.

SHIPPING for returns?
The customer is responsible for all return shipping. Original shipping costs at the time of the sale are an unrecoverable expense even when the product was supplied with "Free Shipping" or shipping included in the invoiced product cost, therefore are non-refundable. Any shipping costs incurred for Carbon Offroad returning goods to suppliers will be deducted from the refund if goods were returned prior to the issue of an RMA number and instructions for return. 

CREDIT for returns? Can I get a REFUND?
In the case of a client changing their mind after purchase, whether or not the goods have been dispatched or not, we reserve the right under Australian Consumer Law to refuse a cash refund request. In the case of a change of mind we may offer in goodwill a full credit to the customers account to use for future purchases minus any administration fees that may apply in individual circumstances.  A 15% restocking fee may be deducted if the return is due to change of mind, there is no defect with the goods, or if the customer chose the wrong parts for their vehicle or the returned goods are not fit for resale as new parts.

If your item is on backorder with us or one of our suppliers and you choose not to wait until that item is dispatched, no refund is payable, this is processed as a change of mind request. We may provide estimated time frames based on the information we have available at the time, however if the time falls outside of this estimation it does not constitute grounds for a cancellation of the order or a refund. 

Due to an updated policy from PayPal, transactions from May 1st 2019 that require refunding will be deducted the original seller fees for the transaction. These fees are not refundable and will not be returned to the end user in the event of a refund. 

Refunds for non-stock custom orders: 

For special custom orders from our manufacturers or our suppliers on non-stocked product lines there is no refund available. 

Packing materials?
Returning items preferably should be in original packaging, however, we understand that some items this may not be possible, therefore please discuss this at the time of the return. 

WARRANTY EXCLUSIONS

• Parts that have been incorrectly installed

• Struts that have been assembled with the use of any tool other than hand tools (no rattle guns etc)

• Load bearing strut bushes that have been tightened while hanging.  Strut bushes must be tightened while the vehicle is on the ground supporting its own load.

• Interference between shock absorber and other suspension components

• Parts that have been involved in a motor vehicle accident or have been bent or have been physically damaged by impact of any kind.

• Parts showing evidence of improper tightening of the mounting bolts causing parts to wear or bend

• Gripping tool marks (vice grips or multi grips) or any other tool made mark on the polished chrome section of the shock absorber shaft

• All parts subjected to abuse.

• All parts used in Off-road or other racing events or activities

• Any special-order parts

•Surface treatment environment - rust or corrosion

Please Note: Any components built to a special order or specification outside the catalogue listings are not covered by warranty. This is because the manufacturer is unable to design components to withstand stresses in applications their R&D has not approved.

PROOF OF PURCHASE

A Copy of proof of purchase by the retail customer must be attached to the claim including the kilometre reading at the time of fitment (if applicable). Each Carbon Offroad Suspension fitted must have a fitting sheet completed and kept on file by either the vehicle owner or the fitment centre performing the work. Failure to produce the fitting sheet may affect the warranty of the product.