AussieRemotes Refund and Returns Policy

Effective date: 01/01/2025

At AussieRemotes.com (“Aussie Remotes”, “we”, “us”), we want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work. It is provided in addition to your rights under the Australian Consumer Law (ACL).

1) Change-of-mind returns

If you change your mind, or you incorrectly ordered due to customer error or incorrect due to compatibility you can request a return within 30 days of delivery.

To be eligible, the item must be:

  • Unused and in as-new condition
  • Returned with all accessories, manuals, inserts, and packaging
  • Not installed, programmed, damaged, or modified beyond what’s necessary to inspect it

Restocking fee: A 20% restocking fee applies to all approved change-of-mind returns. The restocking fee is deducted from the refund amount.

Return shipping (change-of-mind): You are responsible for return postage and packaging costs.

Original shipping costs: Any shipping charges paid at checkout are not refundable for change-of-mind returns.

Change-of-mind exclusions:

  • Clearance / “Final Sale” items (if marked as such at purchase)
  • Items returned incomplete, used, damaged, or missing parts (may be declined or may receive a reduced refund)

2) Faulty, damaged, or incorrect items

If your item arrives faulty, damaged in transit, or not what you ordered, please contact us as soon as possible (ideally within 7 days of delivery).

Depending on the issue and your rights under the ACL, we may offer:

  • A replacement
  • A repair
  • A refund
  • Return shipping support where applicable

What we’ll need:

  • Your order number
  • A brief description of the issue
  • Photos (and/or a short video) showing the problem and packaging, if relevant

3) How to start a return

Please contact us first so we can provide return instructions and help avoid delays.

Include your order number and the reason for the return.

4) Return condition & packaging requirements

To avoid damage in transit, please:

  • Pack items securely (padded mailer or box)
  • Include all accessories and any included components
  • If a remote has been paired/programmed, factory reset/unpair it where possible before returning

We may refuse or reduce a refund if the item is returned in a condition that suggests misuse, accidental damage, or missing parts.

5) Refunds & processing time

Once your return is received and inspected:

  • Approved refunds are processed to the original payment method
  • Refund processing typically takes 3–5 business days
  • Your bank/payment provider may take an additional 5–10 business days to show the funds in your account

Refund calculation for change-of-mind returns:
Refunds are issued minus (1) the 20% restocking fee, and (2) any non-refundable shipping charges (if applicable).

If we receive a return that doesn’t meet the policy (e.g., missing parts, damaged, heavily used), we’ll contact you with options.

6) Exchanges

If you want to exchange an item (e.g., wrong model ordered), the fastest option is usually:

  • Return the original item (if eligible), and
  • Place a new order for the correct item

If the exchange is due to our error (wrong item shipped), we’ll work with you to get the correct item out as quickly as possible.

7) Order cancellations & address issues

  • Cancellations: If your order has not shipped yet, contact us ASAP and we’ll do our best to cancel. Once shipped, cancellations aren’t guaranteed.
  • Incorrect address provided: If a parcel is returned to us due to an incorrect/incomplete address, you may choose:
    • Reshipment (you cover reshipping costs), or
    • A refund minus shipping/return-to-sender costs (where applicable) and any applicable restocking fee for change-of-mind returns

8) Your ACL rights

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Under the ACL, you’re entitled to remedies if a product:

  • Has a major failure (you may choose a refund or replacement), or
  • Has a minor failure (we may choose repair, replacement, or refund depending on the circumstances)

You may also be entitled to compensation for reasonably foreseeable loss or damage.

9) Contact us

For returns, refunds, or warranty questions:

Contact page: Contact Us

Email: sales@aussieremotes.com