Refund policy

This policy sets out the circumstances in which TIGER-X AUTO ("we", "us", "our") will accept the return of goods, the conditions applying to those returns, and the remedies available to you. It applies to all purchases made through our website, by telephone, and in person.

Requests for return must be submitted within 30 days of your receipt of the goods, except where a longer period is required under the Australian Consumer Law.

All return requests must be initiated by contacting us at info@tigerxauto.com.au, quoting your order number, the reason for the return, and supporting photographs of the goods. Goods must not be returned to us prior to our written authorisation. We will confirm whether the return is accepted, the applicable conditions, and the address to which the goods are to be sent.

1. Consumer guarantees

Nothing in this policy excludes, restricts or modifies any right or remedy conferred on you by the Australian Consumer Law. The remedies described in this policy are provided in addition to, and do not derogate from, your statutory rights. Those rights apply to all goods we supply, including goods sold at a discount and goods designated as clearance or runout stock.

You are entitled to a remedy where goods:

are faulty or defective;
do not correspond with their description, or with the vehicle fitment specified in our listing;
are not reasonably fit for a purpose we represented them to be suitable for; or
are not of acceptable quality having regard to their price and the manner in which they were described.

Major failure. Where goods are unsafe, differ significantly from their description, are unfit for their ordinary purpose, or are affected by a defect that cannot be remedied within a reasonable time, the failure is a major failure and the election between a refund and a replacement rests with you.

Failure other than a major failure. Where the failure is capable of remedy within a reasonable time, we may elect to repair the goods rather than replace them or provide a refund. Any such repair will be carried out at no cost to you.

If you are uncertain which category applies to your circumstances, please contact us and we will advise.

2. Grounds for return

2.1 Change of mind

Where you no longer require the goods and no defect or non-conformity is alleged:

the request must be made within 30 days of receipt;
the goods must be unfitted, unused and in the condition in which they were received, in their original packaging and complete with all hardware, fixings and documentation;
a restocking fee of 10% of the purchase price applies;
return freight is at your expense. We recommend the use of a tracked service, as we are unable to process a refund in respect of goods that do not reach us; and
original delivery charges are not refundable.

In the case of oversized goods, return freight may be substantial. We recommend obtaining an estimate from us before proceeding.

2.2 Goods damaged in transit

Where damage is apparent at the time of delivery and you are present, you should refuse the delivery. The consignment will be returned to us at no cost to you and we will arrange a replacement.

Where you were not present at delivery, or the damage is not apparent until the goods are unpacked:

notify us as soon as the damage is identified, and do not install the goods;
provide photographs of the goods, the packaging as received, and the consignment label; and
we will bear freight costs in both directions. You will not be out of pocket in respect of damage sustained in transit.

Please also refer to our Shipping Policy. Recording the damage on the carrier's delivery documentation prior to signing materially assists any claim against the carrier.

2.3 Goods not as described, or incorrectly supplied

Provide photographs of the goods received, together with your order number.
The goods must be unfitted.
We will bear freight costs in both directions, and you may elect either a refund or supply of the correct goods.

2.4 Defective goods or missing components

Provide photographs or video sufficient to demonstrate the defect, or identifying the missing component.
Where a component is missing, we will ordinarily supply the component separately.
Do not install the goods. Installation of goods known to be defective may limit the remedies available and may preclude a claim against the manufacturer.
We will bear freight costs in both directions in respect of genuine defects.

2.5 Goods unsuitable for your vehicle

Vehicle model, year of manufacture, series, body configuration, engine and trim level each affect compatibility. Our listings specify the vehicles to which each product is suited. You should verify compatibility against your vehicle's build or compliance plate rather than the model designation alone.

Where goods ordered are not suitable for your vehicle, the request will be dealt with as a change of mind under clause 2.1, and the conditions of that clause apply.

Where our listing specified the fitment incorrectly, or where we recommended the goods in writing, the error is ours: we will bear the freight costs and no restocking fee will be applied.

We encourage you to confirm compatibility with us prior to placing your order. Please telephone 02 8773 1993 or provide your vehicle identification number by email and we will confirm suitability.

3. Goods not eligible for return on change of mind

The following are not eligible for return on change of mind:

goods that have been fitted, wired or energised, including lighting, tailgate assist kits, roller shutter motors, wiring looms and switchgear;
special order and indent goods which we are unable to return to our supplier;
goods made or modified to order, including goods colour-matched, cut, drilled, powder-coated or trimmed to specification;
goods designated as clearance or runout stock;
second-hand goods, and goods not acquired directly from us; and
gift cards.

These exclusions apply to change of mind only. Where any such goods are defective, damaged in transit or not as described, the applicable provisions of clause 2 apply in full, including in respect of clearance and runout stock.

4. Manufacturer warranties

The majority of goods we supply carry a warranty provided by the manufacturer. Warranty periods vary according to brand and product. Such warranties are provided in addition to your rights under the Australian Consumer Law.

All warranty claims must be submitted in writing by email to info@tigerxauto.com.au. Claims cannot be lodged by telephone. Claims should be lodged with us in the first instance and we will pursue the claim with the manufacturer on your behalf.

Your email should include your order number, photographs or video of the defect, and particulars of the manner and conditions in which the goods were used. Manufacturer assessment ordinarily requires 7 to 21 business days.

Manufacturer warranties do not ordinarily extend to fair wear and tear; damage arising from accident or impact; misuse or loading beyond rated capacity; use in competition; incorrect installation; unauthorised modification; corrosion attributable to failure to maintain the finish; or consequential costs including labour, recovery, towing and freight.

These are the manufacturer's terms. They operate in addition to your rights under the Australian Consumer Law and do not limit them. Accordingly, where a warranty exclusion applies, you should nonetheless contact us, as a statutory remedy may remain available.

Where goods have been fitted, your rights are unaffected. Please contact us before removing the goods, as removal may impede assessment of the defect.

5. Warranty against defects — fitting workmanship

TIGER-X AUTO is a certified fitment centre and employs a licensed automotive electrician and a licensed fitter.

We warrant the workmanship of our fitting services for a period of 12 months from the date of fitting.

Scope. This warranty extends to defects in our installation work, including incorrectly secured or torqued fixings, defective wiring or connections effected by us, misalignment, inadequate sealing, and any other defect attributable to the manner in which the work was performed.

Remedy. Where a defect in our workmanship is established, you should return the vehicle to our premises and we will rectify the defect at no cost to you. Where the defect is in the goods themselves rather than in our workmanship, the matter will be dealt with under clause 4.

Making a claim. All warranty claims must be submitted in writing by email to info@tigerxauto.com.au. Claims cannot be lodged by telephone. Your email should quote your invoice number and describe the defect; photographs assist assessment. We will respond and arrange a booking.

Costs. We bear the cost of all parts and labour necessary to rectify our workmanship. You bear the cost of returning the vehicle to our premises. Where a defect in our workmanship renders the vehicle unsafe to drive, telephone us on 02 8773 1993 before moving the vehicle, and follow up by email.

Exclusions. This warranty does not extend to: damage arising from accident, impact or animal strike; work subsequently altered, adjusted or re-fitted by any other party; fair wear and tear; damage arising from overloading, competition use or misuse; corrosion attributable to failure to maintain the finish; or defects in the goods themselves, which are addressed under clause 4.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: 1. to cancel your service contract with us; and 2. to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failure with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

This warranty is provided by: TIGER-X AUTO, 50/85–115 Alfred Road, Chipping Norton NSW 2170. Email: info@tigerxauto.com.au. Telephone: 02 8773 1993.

6. Return of goods

Following our authorisation of a return, we will confirm any applicable fee, the party responsible for freight, and the return address.

Goods must be packaged adequately for transit, preferably in their original packaging. Goods damaged in the course of return as a result of inadequate packaging may not be refunded in full. Goods should be despatched using a tracked service and the tracking reference retained until the refund has been processed.

We are unable to accept goods returned without prior authorisation, returned to an incorrect address, or despatched on a cash-on-delivery basis.

All returned goods are inspected on receipt. Goods received marked, scratched, incomplete or in damaged packaging may be refunded at a reduced amount reflecting the diminution in value.

7. Refunds

We will notify you by email upon receipt and inspection of the returned goods.
Approved refunds are processed within 5 to 7 business days to the original method of payment.
Your financial institution may require further time to credit the funds. Where more than 15 business days have elapsed since we confirmed the refund, please contact us.
Any restocking fee or freight deduction will be itemised.
Store credit or an exchange may be provided in lieu of a refund on request.

Where you require different goods, we recommend returning the original goods under this policy and placing a fresh order, as this avoids the delay associated with processing the return. Where the exchange arises from a defect or incorrect supply, we will despatch the correct goods immediately and bear the freight costs in both directions.