All products sold by The Trailer Buddy are covered by a warranty for your protection and peace of mind. Our products are all brand new and the warranty period is specified if applicable inside the packaging of the product.
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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
How to Claim
If you are returning a product please email our support team. Only the faulty part should be sent back for replacement. If you are having difficulty identifying which part is faulty, please email firstname.lastname@example.org. If a full kit is sent back we will only replace the faulty part and send you back the same kit.
Any goods returned to The Trailer Buddy accompanied without a Return Authorisation Form & Number will be rejected at the door by our warehouse.
Return Authorisation Numbers are only valid for 7 days, so we must receive the returned product into our store within this period; otherwise, the return may not be accepted. It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. A copy of the invoice, or other proof of purchase, must be included with the returned product, as well as the approved Return Authorisation form sent to you by The Trailer Buddy Support. The Return Authorisation Number should be visible and marked clearly on the outside of the product shipping carton and addressed to the following address -
The Trailer Buddy Service Department
RA# (please insert your RA#)
Unit 1 12 Fraser Rd
Northgate Qld 4013
Upon receipt of the package, The Trailer Buddy warehouse will check that the RA is marked on the outside of the package, and if it is not there, they will reject the parcel at the door.
If you wish to return a product that was incorrectly ordered or delivered by mistake, you must submit an RA within 7 days for the return to be accepted. Any later than this and the RA will be rejected.
All Return Authorisations will be refunded via replacement of item(s) unless...
1) The returnee requests a credit/refund in the memo section of the RA form, or via contacting a The Trailer Buddy team member.
2) The Trailer Buddy does not have the stock to replace the item(s), in which case the returnee will be notified and a credit/refund will be provided
The Trailer Buddy accepts no responsibility for loss or damage occurring in transit on return to The Trailer Buddy. The Trailer Buddy will test all products returned. Some products may need to be returned to the manufacturer for testing. If this is the case, The Trailer Buddy will contact you to advise of the status of the returned product.
Any item that is software upgradeable and has been returned without having a software upgrade completed, will also be rejected. The majority of problems can be fixed by completing a software upgrade. A non-faulty fee $50 inc. GST plus freight will apply if your product is found to be not faulty. If you wish to return a product due to a cancelled job or a customer change of mind you will be charged a 10% restocking fee and initial freight charge will not be included in this credit. This charge is to cover the time invested by The Trailer Buddy to process the initial order. Please contact The Trailer Buddy Support or see the support section of the website for instructions on how to do this.
N.B Please note that any products that are purchased overseas but are distributed locally by The Trailer Buddy, are not covered by The Trailer Buddy's returns policy.
The Trailer Buddy is not liable for any costs that may be incurred during a warranty installation/re-installation/removal. These costs are covered by the original installer or retail outlet, at the discretion of their own warranty policies. The Trailer Buddy is not liable for the cost of shipping the defective part back to The Trailer Buddy but will bear the cost of shipment to return the repaired/replaced part.
The Trailer Buddy Support
Unit 1 12 Fraser Rd Northgate Qld 4013
Unless stated otherwise under this Returns Policy, The Trailer Buddy reserves the right to refuse any returns that -
- are incomplete or missing parts; or
- are not returned in their original packaging, or
- the customers has simply changed their mind on the purchase, or
- show signs of physical damage to the product or its packaging or
- does not include a valid Return Authorisation Number on the shipping label. An administration fee will be charged for every return that does not have an RA number issued by The Trailer Buddy.
- does not have a fault description provided.
- appears to be broken due to general ‘wear and tear’ and not a manufacturing fault
- appears to be broken due to mistreatment or misuse
- are not distributed by The Trailer Buddy
The benefits provided to you by this warranty are in addition to other rights and remedies available to the consumer under the law.