Refund policy

Grandtek Auto Returns, Refunds & Warranty Policy

At Grandtek Auto, we want customers to shop with confidence. If there is an issue with your order, please contact our team so we can assess it and work with you on the appropriate outcome.

This policy applies to purchases made directly from Grandtek Auto online, over the phone or in-store. Nothing in this policy excludes, restricts or modifies rights or remedies available under the Australian Consumer Law (ACL).

30-day change-of-mind returns

You may request a change-of-mind return within 30 days of receiving your item, subject to the conditions below. This period does not limit your rights if a product fails to meet an ACL consumer guarantee.

An item ordered incorrectly by the customer may also be considered under our change-of-mind return terms. If the issue arose from incorrect information supplied by Grandtek Auto, we will assess it separately and in accordance with your legal rights.

How to request a return

Please contact us before sending or bringing back an item so we can identify your purchase and provide return instructions.

Email: support@grandtek.com.au

Please provide your name, order or invoice number, the product, and the reason for your request. Include relevant photos or videos where possible. If an item arrived damaged, photos of the item and packaging will help us investigate.

Returning an item without contacting us first may delay identification and assessment. Prior approval is not a condition of exercising your rights under the ACL.

Conditions for change-of-mind returns

To qualify under our voluntary change-of-mind policy, the product must generally be:

unused, uninstalled, undamaged and unmodified;
in the same condition as received and suitable for resale;
returned with all original components, accessories and hardware; and
in its original packaging where reasonably possible.

Please provide proof of purchase. Products that have been painted, drilled, cut, trimmed, welded, ground, rewired or otherwise altered may not qualify for a change-of-mind return.

These conditions apply to change-of-mind returns only. An item does not have to be unused, uninstalled or in its original packaging for us to consider a claim under the ACL.

Change-of-mind costs and refunds

For an approved change-of-mind or incorrectly ordered return:

You are responsible for return shipping, or you may drop off the item at our Prestons store.
A 10% restocking fee will be deducted from the purchase price of the returned item.
Original delivery charges will not be refunded.

For example, for an eligible item purchased for $1,000, the restocking fee would be $100 and the item refund would be $900, excluding original and return shipping costs.

These charges do not apply to a remedy required under the ACL or where Grandtek Auto supplied an incorrect item.

Vehicle fitment concerns

Please check the product listing and your vehicle details before ordering. Contact us if you need fitment advice. If you believe a product is unsuitable for the vehicle specified when purchasing, please contact us before modifying or forcing it into place.

We may request vehicle details, photos, measurements or installation information. Where reasonable and practical, we may offer to inspect the product and vehicle or test fitment at our Prestons workshop. If attending our workshop is impractical, we will discuss other reasonable ways to assess the issue.

An unsuccessful installation attempt does not, by itself, establish that a product is unsuitable. Equally, the fact that a product can be fitted does not, by itself, resolve a claim that it was incorrectly described, incorrectly supplied or failed to meet an ACL consumer guarantee.

If assessment confirms that the product is suitable and meets applicable consumer guarantees, but you no longer want it, any return will be assessed under our change-of-mind terms. If Grandtek Auto supplied incorrect fitment information or the product otherwise fails to meet a consumer guarantee, we will provide the remedy required by law. No restocking fee applies to an ACL remedy.

Third-party installation and modifications

Some products require specialist installation. We recommend using a suitably qualified and experienced installer where appropriate.

Grandtek Auto is not responsible for damage caused by incorrect installation, wiring, forced fitment, inappropriate tools or hardware, or alteration by a third party. We may request reasonable information—such as photos, videos, diagnostic details or an installation invoice—to help establish the cause of a reported problem.

Third-party installation or modification does not automatically void rights relating to an unrelated product fault. If an installation error or modification caused the particular damage claimed, that damage may not be covered. A separate product fault will still be assessed on its merits and in accordance with the ACL.

Modified products will generally not qualify for a change-of-mind return.

Products installed by Grandtek Auto

If we installed the product and you experience an issue, please contact us before arranging removal, repair or modification elsewhere, where reasonably possible. We may ask to inspect the product, installation or vehicle at our Prestons workshop, or discuss another reasonable way to assess the issue.

Work carried out elsewhere before we can inspect may make the cause harder to establish, but it does not automatically remove your ACL rights.

Installation and other costs

Installation charges are separate from the product price unless stated otherwise.

We do not generally reimburse third-party installation, removal, reinstallation, labour or diagnostic costs where a problem was caused by third-party installation, modification, misuse or damage. Where the ACL entitles a customer to compensation for reasonably foreseeable loss or damage arising from a failure to meet a consumer guarantee, we will assess those costs in accordance with the law.

Damaged during delivery

Please inspect your order as soon as reasonably possible after delivery. If you notice damage, contact Grandtek Auto promptly—ideally within 7 days—with your order number and photos of the product, packaging and shipping label, if available. Please keep the packaging while we investigate.

If damage is reported later, we may ask for further information or inspect the item to help determine whether the damage was present on delivery or occurred afterwards. We will assess each claim based on the available evidence and your rights under the ACL. Reporting after 7 days does not automatically invalidate a claim.

If a package is clearly and significantly damaged at the time of delivery, you may refuse delivery where appropriate.

Incorrect item or missing components

If we supplied a different item from the one ordered, please contact us with your order number and photos of the item and any label or part number. If you believe components are missing, please contact us and, where possible, photograph everything received.

We may arrange to supply a missing component where that appropriately resolves the issue. If Grandtek Auto supplied an incorrect item, the 10% restocking fee does not apply.

Faulty products and warranties

If you believe a product is faulty, please contact us. We may request reasonable photos, videos, diagnostic or installation information, or an opportunity to inspect the item. Please stop using a product if continued use may cause damage or pose a safety risk.

We will assess the cause and the appropriate remedy in accordance with the ACL. Depending on the circumstances, that may be a repair, replacement, refund or compensation. Any voluntary or manufacturer warranty is in addition to, not a replacement for, your consumer-guarantee rights.

Custom, special-order, sale and clearance items

Change-of-mind returns may not be available for custom-made, customised, specially ordered or imported items, or for clearance and run-out items where the relevant condition was clearly disclosed before purchase. An order made specifically for you may not be eligible for change-of-mind cancellation once it has been confirmed with a supplier or production has begun.

Installed, used, modified or customer-damaged products, and products no longer suitable for resale, may also be ineligible for a change-of-mind return.

These exclusions do not apply to a remedy required under the ACL, including for eligible faulty, incorrectly described or incorrectly supplied products.

Return shipping and inspection

For change-of-mind or incorrectly ordered returns, you pay return freight or may drop off the product at our Prestons store. Please package returned products securely.

Where an item is confirmed to have a problem covered by the ACL, we will reimburse reasonable return costs where required by law. We will discuss suitable arrangements for items that are large, heavy or difficult to return. Please keep receipts for any return costs.

We may inspect a returned product to assess its condition, components, reported fault or fitment concern. Inspection does not remove a customer’s right to the remedy required by law.

Refunds

We will advise you of the outcome after assessing the return. Approved refunds will generally be made to the original payment method. Please allow approximately 5–7 business days for Grandtek Auto to process an approved refund; your bank or payment provider may take additional time to display it.

For an approved change-of-mind or incorrectly ordered return, the 10% restocking fee and shipping terms above apply. They do not override an ACL remedy. If we confirm that a refund has been processed but you have not received it after 15 business days, please contact us with your order number.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where goods fail to meet an applicable consumer guarantee, the remedy depends on the nature and seriousness of the problem. For a major failure, customers may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage. For a problem that is not major, we may first provide an appropriate remedy within a reasonable time.

The 30-day change-of-mind period and its return conditions do not limit these rights.