Refund policy

Return & Refund Policy

At Carmoods, we want you to be happy with what you've bought. This policy explains when you can return an item, how to make a claim, and how refunds work.

Return window

You have 15 days from the date your order is delivered to raise a return or refund request.

If your order hasn't arrived, a longer window applies: you can contact us up to 90 days from the dispatch date. Please don't wait until day 89 — the sooner you tell us, the sooner we can trace it.

What we accept returns and refunds for

We'll accept a claim where:

  • the item arrived damaged or defective
  • the wrong item was sent — wrong product, colour, size or variant
  • the item doesn't match its description or the photos on our site
  • the item never arrived
  • the item developed a fault within a reasonable time of purchase

Change of mind

We don't offer returns for change of mind — for example, ordering the wrong item by mistake, or simply not wanting it any more.

Please check the product description, dimensions and vehicle fitment carefully before ordering. If you're unsure whether something fits your car, email us before you buy and we'll help you check.

This doesn't affect your rights if something is genuinely faulty or not as described.

How to start a claim

Email contact@carmoods.com with:

  1. Your order number
  2. Photos or a short video clearly showing the problem
  3. A brief description of what's wrong

Clear photos matter more than long explanations. For a damaged item, a photo of the packaging as it arrived is especially useful.

We'll review your claim and reply with next steps. Please contact us before sending anything back — a parcel that arrives without a reference can't be matched to your order, which delays or prevents your refund.

Do you actually need to send the item back?

Often, no.

For many damaged, defective or incorrect item claims, we can resolve things from your photos or video alone — with a replacement or a refund, and no need for you to go to the post office.

If we do need the item returned, we'll tell you and arrange it.

Return postage

  • Faulty, damaged, incorrect or not-as-described items — we cover return postage. You can either send it yourself and we'll reimburse reasonable costs, or we can email you a prepaid label.
  • Any other agreed return — return postage is at your own cost. Please use a tracked service; we can't refund an item that never reaches us.

Refunds

Once your claim is approved:

  • We process the refund to your original payment method within 5 business days.
  • Your bank or card provider may take a few more days to post it to your account. This is outside our control.
  • Original shipping charges are refunded in full where the item was faulty, damaged, incorrect or not as described. For other approved returns, the original shipping charge isn't refunded.
  • If you used a prepaid return label for a non-faulty return, the label cost is deducted from the refund.

If more than 7 business days have passed since we told you your refund was approved and you still haven't seen it, email contact@carmoods.com and we'll chase it.

Cancelling an order

If your order hasn't shipped yet, email us as soon as possible and we'll cancel it and refund you in full. Once an order has been dispatched, it needs to be handled under the return process above.

Your rights under Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL).

If an item is faulty, not as described, or doesn't do what it's supposed to do, you are entitled to a remedy regardless of the timeframes set out below.

  • If the problem is major — for example the item is unsafe, significantly different from its description, or unusable for its normal purpose — you can choose a refund or a replacement.
  • If the problem is minor, we may choose to repair, replace or refund it.
  • Where an item is faulty, we pay the cost of returning it. You will never be out of pocket to send back something that arrived damaged, defective or incorrect.

These rights aren't limited to the 15-day window described below. Consumer guarantees apply for a reasonable period given the nature of the product and its expected lifespan.

If you're shopping from outside Australia, you also have whatever rights apply under your local consumer law.

Questions

Email contact@carmoods.com. We answer every message, and if something's gone wrong with your order we'd genuinely rather hear about it than not.