Refund policy

Return & Refund Policy

At Carmoods.com your satisfaction is our priority. If something isn't right, we'll make it right. We ship worldwide, and this policy applies to every order wherever you are. It also sets out the additional rights you may have under the law of your own country.

Your return window

You have 30 days from the day you receive your order to request a return, exchange or refund. This is longer than the legal minimum in most countries and applies in addition to your statutory rights.

How to start a return

Email contact@carmoods.com with:

  • Your order number
  • The reason for the return
  • Photographs or a short video, if the item arrived damaged, faulty or incorrect

We reply within 2 business days with instructions and, where a physical return is needed, the return address.

Please don't send anything back before we've approved it. Unauthorised returns can't be tracked to your order and we may not be able to process them.

Faulty, damaged or incorrect items — we cover it

If your item arrives damaged, faulty, or isn't what you ordered:

  • In most cases we won't ask you to send it back. Send us photographs or a short video showing the problem and we'll issue a refund or ship a replacement, whichever you prefer.
  • If we do need the item returned, we pay the return postage and arrange it for you.
  • You are never out of pocket for our error or a manufacturing fault.

Change of mind

You may return an unused item in resalable condition within 30 days.

Return postage is the customer's responsibility for change-of-mind returns. Before you send anything:

  • Contact us first. We'll approve the return and give you the correct return address. Parcels sent to any other address can't be matched to your order and can't be refunded.
  • We'll confirm the expected return postage cost with you before you post anything, so you can decide whether the return is worth making.
  • Please use a tracked service. We can't refund a return that never arrives and can't be traced.
  • Please send your return within 14 days of us approving it, using the address we provide at that time.
  • Pack the item securely. If it arrives damaged because of inadequate return packaging, we may reduce the refund to reflect the loss in value.
  • For lower-value items we will often simply refund you without a return at all. Always ask us first — it may cost you nothing.

Exchanges

We accept exchanges within 30 days. Contact us and we'll arrange it. For faulty or incorrect items we'll ship the replacement straight away. For change-of-mind exchanges the same return-postage terms above apply.

Refunds

  • Approved refunds are issued to your original payment method within 5 business days of approval.
  • Where an item has to be sent back, we approve your refund once tracking confirms it has reached the return address — you don't wait on a physical inspection.
  • Your bank or card provider may take a few additional days to post the funds.
  • If more than 7 business days have passed since approval and you haven't received it, contact us.

Customs, duties and import charges

Where an order is delivered outside Australia, any import duties or taxes charged by your country are set by your local authorities. If you return an item, these charges and any optional insurance or signature-on-delivery fees are generally not refundable by us — you may be able to reclaim import charges directly from your customs authority. This does not apply where the return is our fault, in which case we make you whole.

Your rights where you live

We ship worldwide. Nothing in this policy limits or replaces the rights you have under the consumer law of your own country. Where local law gives you more than this policy does, local law applies.

European Union & EEA

You have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason. The withdrawal period expires 14 days after the day you, or a carrier you nominated, take physical possession of the goods.

To exercise this right, tell us of your decision by a clear statement — email to contact@carmoods.com is sufficient. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline it is enough that you send your communication before the 14-day period expires.

If you withdraw, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed. We may withhold reimbursement until we have received the goods back or you have supplied evidence of sending them, whichever is earlier. You bear the direct cost of returning the goods. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Separately, you benefit from a legal guarantee of conformity of 2 years from delivery. Our 30-day policy is offered in addition to, and does not replace, these rights.

United Kingdom

You have 14 days from delivery to cancel under the Consumer Contracts Regulations 2013, and a 30-day short-term right to reject faulty goods under the Consumer Rights Act 2015. Your rights in respect of goods that are not of satisfactory quality, not fit for purpose or not as described are unaffected by this policy.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to 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. These guarantees are not limited by a fixed time period.

New Zealand

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993, including that goods are of acceptable quality, fit for purpose and match their description.

United States & Canada

Consumer protection is set at state and provincial level and may give you additional rights, including implied warranties of merchantability and fitness for a particular purpose. Our 30-day policy applies in addition to any such rights.

Everywhere else

Our 30-day return window applies to every country we ship to. If the consumer law of your country provides a longer period or stronger remedies, those apply instead and we will honour them.

Model withdrawal form (EU / EEA customers)

Complete and return this form only if you wish to withdraw from the contract.

To: Carmoods.com, 705/112 Goderich Street, East Perth WA 6004, Australia — contact@carmoods.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Signature (only if this form is notified on paper):
Date:

Contact

Carmoods.com
705/112 Goderich Street, East Perth WA 6004, Australia
contact@carmoods.com
Monday–Friday, 9am–5pm AWST