Refund Policy

Refund Policy

We want you to feel confident buying from CarShell. This policy explains your options if something isn't right, alongside your rights under Australian Consumer Law (ACL), which always apply and are never reduced by anything below.

Change of Mind

We offer a 30-day change-of-mind return from the date of delivery.

To be eligible, the item must be:

  • Unused and in resellable condition
  • In its original packaging, with all parts, fixings and accessories
  • Safely packed for return transport

How it works:

  1. Contact us within 30 days of delivery with your order number and reason for return.
  2. Send clear photos of the item, packaging and all accessories.
  3. Once approved, we'll arrange pickup.
  4. After inspection, your refund is processed to your original payment method.

Return shipping: because CarShell is a bulky freight item, a return pickup fee applies for change-of-mind returns:

  • Metro areas: a flat fee of $[XX], deducted from your refund
  • Regional/remote areas: the return freight cost for your location, confirmed before pickup is arranged

We don't charge a restocking fee beyond this pickup cost.

Faulty, Damaged or Incorrect Items

If your CarShell arrives faulty, damaged, or isn't what you ordered, contact us with your order number and photos or video showing the issue. We will arrange a return at no cost to you, and offer a repair, replacement, or refund, in line with your rights under the ACL.

Under the ACL, you're entitled to:

  • A replacement or refund for a major failure
  • Repair or replacement for a failure that isn't major

What's Not Covered

Returns may be refused or a deduction may apply if the item is:

  • Used, assembled in a way that affects resale, or installed permanently
  • Damaged after delivery through misuse, overloading or failure to anchor it correctly
  • Missing parts, fixings or original packaging
  • Affected by normal wear and tear, fading, or weather exposure over time

Warranty

CarShell is covered by a [12-month] manufacturer's warranty against manufacturing defects in materials and workmanship. This is in addition to, and does not limit, your rights under the Australian Consumer Law. [Confirm exact warranty term and inclusions with your supplier before publishing.]

How to Start a Return or Claim

Email [customerservice@carshell.com.au] or call [phone number] with:

  • Your order number
  • Reason for return or details of the fault
  • Photos or video of the item, packaging and any damage

We'll review your request and get back to you with next steps, usually within [1–2] business days.

Before you publish these:

  1. Fill in the bracketed placeholders — processing time, delivery windows, pickup fee, warranty length, contact details. I used ranges consistent with your Master Covers/Leaf Living research, but confirm them against your actual freight quotes and supplier terms.
  2. Get a real freight quote first. "Free delivery Australia-wide" plus a return pickup fee only works if your margin can absorb outbound freight. Confirm this before it's a locked-in policy.
  3. Confirm the warranty term with your supplier in writing before stating a number — this is a common source of customer disputes if it's wrong.
  4. The refund policy's return-fee structure mirrors what's standard for bulky freight items in Australia (similar to Leaf Living's model), but you're free to absorb it instead if it helps conversion — just make sure the maths works.