Refund policy
This policy covers returns, refunds and warranty claims for anything bought from Deluxe Detail. If something is not clear, email admin@deluxedetail.com.au or call 0483 932 276 and we will talk it through with you.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. Where a product is faulty, not as described, or not fit for the purpose we sold it for, we pay the return postage and you choose between a refund and a replacement. That applies to sale items and full price items alike.
Changed your mind
We accept change of mind returns within 30 days of you receiving your order, provided the item is unused, in resellable condition and in its original packaging.
You arrange and pay for the return postage. We do not send return shipping labels. Please get a tracking number, because we cannot refund a parcel that does not arrive.
Once the return is received and checked, we refund the value of the goods to your original payment method. The original shipping you paid is not refunded.
Change of mind returns are not available on sale items or gift cards. Your Australian Consumer Law rights above still apply to sale items if something is actually wrong with them.
What we cannot take back
- Chemicals that have been opened or used. Once a bottle is opened we cannot resell it. Unopened chemicals in original condition are fine.
- Gift cards.
None of this affects a faulty product. If a chemical is contaminated, separated or not what the label says, tell us and we will make it right.
Damaged in transit, or the wrong item
Check your order when it arrives and contact us straight away if anything is damaged, missing or not what you ordered. A photo helps and usually means we can sort it out the same day. If the courier is still there when you notice damage, you can refuse the parcel.
We cover the cost either way. You will not be out of pocket for a mistake at our end or damage in transit.
Warranty claims
We honour warranty claims on our products. Submit a claim within 90 days of receiving the item and we will process it within 7 days of the item reaching us. Pre-pay the return postage and we will reimburse you once the claim is accepted.
The 90 days is our own commitment, not a limit on your rights. Under the Australian Consumer Law a product has to last for a reasonable period given what it is and what it cost, and that period can be longer than 90 days. If something fails outside the 90 days and you think it should not have, get in touch.
Once a warranty claim is accepted you choose between a refund to your payment method, store credit, or a replacement if we have stock.
Exchanges
The quickest way to swap something is to return the item you have and place a new order for the one you want, rather than waiting for the return to land before we ship. If that does not suit, tell us and we will work it out with you.
How to start a return
Email admin@deluxedetail.com.au with your order number and what you would like to do. We will confirm the return and give you the address to send it to.
Please do not send anything back before contacting us. Items that arrive without an agreed return cannot be processed and we have no way of knowing who they belong to.
Refund timing
We will let you know as soon as your return arrives and has been checked, and whether the refund is approved. Approved refunds go back to your original payment method. Your bank or card issuer usually takes a further few business days to post it, which is outside our control.
Deluxe Detail Pty Ltd, ABN 68 626 679 721, 4/89 Factory Road, Oxley QLD 4075.