Refund policy

All sales made through the Trail Teq web store are final, meaning that we do not accept returns or requests for refunds for a change of mind. 

Trail Teq does offer a good faith policy for orders that are not yet dispatched. Orders made by a customer, but not yet dispatched, can be modified/altered by the customer. Adding additional items is free (unless the shipping fee has to be increased to account for weight / size / tariffs).

Removing or cancelling items will incur a restocking fee. In this instance, if a product is removed from the order, a 20% restocking fee applies to all products removed from the order to account for time/labour/overheads incurred. Orders that contain made-to-order wiring products are not able to be cancelled. 

From time to time, products may be faulty upon delivery (i.e. dead on arrival - DOA), or develop an issue during their warranty period, in which case a return, replacement or refund request may be started through the warranty process. 

During the warranty process, the Trail Teq team will request details about the fault, which may include photographs or videos outlining the fault, and will proceed from there. Where possible, the Trail Teq team will attempt to assist you with troubleshooting or diagnostics to try and eliminate the need for the item to be returned, however this may not always be possible. 

If an item needs to be returned to Trail Teq for warranty testing, the customer must pay the return shipping. Any return shipping costs incurred by the customer for items that are confirmed faulty will be reimbursed to the customer. 

In the event that a faulty item is confirmed, Trail Teq will work with the customer to determine the best course of action, whether that be a replacement, or refund. 

If a returned item is found not to be faulty during warranty testing, the return shipping cost incurred by the customer will not be able to be refunded. 

In the circumstance of a DOA item (meaning it never worked in the first place), the customer must contact the Trail Teq team within 14 days of delivery. Items claimed to be DOA past the two week window of delivery will not be accepted.

To start a return, you can contact us at admin@trailteq.com.au.  

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return/warranty related questions at admin@trailteq.com.au.