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Last Updated: 19 December 2018

RETURNS POLICY

You may return your ordered products in unused condition anytime within 14 days from the time the product is delivered. If a product is returned within 14 days of delivery, you are eligible for a refund. All refunds are processed using the original payment method used to purchase the product. Should you choose to return a product, you must first submit a return request via email to sales@vwcentral.com.au  or phone (03) 8678 1812 and request an RMA number. Please note that the Customers will be responsible for the payment of two-way shipping fees, insurance charges and in case of international returns any additional duties payable. Products shipped with FREE shipping will still be subject to actual shipping charges being non-refundable. Any returns made outside the 14 day return time frame may qualify for a VW Central store credit at the sole discretion of VW Central Pty Ltd (Note: Non-stocked items are NOT returnable after 14 days).

 

Please note we reserve the right to reduce or refuse a refund if we find that:

  • The returned product has been used with visible signs of wear and it can no longer be sold as new;
  • Returned Product was damaged during return shipping as a result of poor packaging;
  • Return shipment does not contain all the items for example any parts, accessories, packaging, hardware and manuals are missing.
  • Return package is not clearly labelled with your order number. 

If new / unused returns are received damaged at VW Central, we will notify you and you will be responsible for filing an insurance claim with the shipping carrier. We are not responsible for poor packing by the shipper or any damage caused by the shipping courier.

Tools, Electrical, Installed, Clearance or Special order parts are not eligible for returns.

 

RESTOCKING FEES

Returns on all items are subject to a restocking fee of 15%. An additional restocking fee may be applied to any returned item that are not regularly stocked, or any order returned after 14 day time period specified above. Some items are shipped directly from our suppliers, in these cases your return may be subject to restocking fee at the discretion of our supplier.

Before any product is returned, contact VW Central by email or phone for an RMA number. An RMA must be issued prior to returning ANY product.

  

INCOMPLETE OR INCORRECT PRODUCTS

In the event we delivered incorrect or incomplete product to you, you must notify VW Central Pty Ltd within seven (7) business days from the date of delivery. You will be required to send clear photograph of the received product and exterior packaging along with a detailed description of the issue to: sales@vwcentral.com.au    

Incomplete or Incorrect Products must not be installed to the vehicles unless authorized by VW Central. Installation of incomplete or incorrect product without VW Central Pty Ltd’s authorization will result in the Customer being solely responsible for any costs incurred in supplying replacement or missing components. Please note that VW Central Pty Ltd may, in its sole discretion, request the Customer to return the incomplete or incorrect product to the return address supplied by VW Central Pty Ltd.

The Customer accepts that VW Central cannot send replacement product/parts where the Customer fails to fulfil his/her obligations under this provision.

 

DAMAGED OR MISSING ITEMS DURING TRANSIT

Missing Items or Items damaged during shipping to the customer from VW Central must be reported within 3 calendar days of delivery. Be sure to thoroughly inspect all items as soon as they are delivered. Any damage reported after 3 calendar days will NOT be eligible for warranty or shipping damage claims. Be sure to keep any and all packing material with the box as it will be needed to properly conduct a shipping claim with the shipping courier. Please be sure to cooperate with the investigation and any questions that the carrier may have during the claim process.

Replacement part(s) will be re-shipped to you as soon as we are informed of an accepted claim by the shipping courier.

Courier Service Providers generally require up to eight business days from the time the claim is initiated. If the replacement part(s) are needed prior to this eight day claim review period, all such parts must be paid for up front by the Customer. If and when the claim is approved, VW Central Ltd will refund the full amount for the parts subject to such approved claim.

 

LOST PACKAGES

If you do not receive your package and the tracking information shows that the package has been delivered, you must notify us within 3 calendar days of the marked delivery date so that we can initiate a lost package tracer with the shipping carrier. Replacement products will not be sent until the shipping carrier completes the tracer request and grants permission for replacement product to be shipped. Depending on the shipping agent used, the required time frame can be up to eight (8) business days from the time the claim is started. Please note that this is a third-party shipping service provider policy and not of VW Central Pty Ltd. If replacement part(s) are needed prior to this wait time for claim approval all such parts must be paid for by the Customer up front. If and when the claim is approved we will refund the full amount for parts subject to such claim back to your original payment method. VW Central does not guarantee that any packages will be credited by the shipping carrier until this process is complete. VW Central will not provide refunds for any lost package under any circumstances unless proper insurance was requested for your order.

All Shipping Charges are non-refundable.

To learn more about our shipping service provider’s insurance and warranty terms for products damaged or lost in transit, please visit their policies.

 

APPLICATION OR INSTALLATION ISSUES

If you need to return a part that does not fit your vehicle and you feel that there is an error in our listing, please contact Customer Service to obtain an RMA number. We will investigate the issue and will make any corrections that are needed. If we find an error on our website or on behalf of a VW Central Representative we will provide a shipping label for your return and arrange proper shipment of the correct part(s). All products must be new, unused and must be in the original boxes, including labelling, hardware, etc. Customers are responsible for checking the product description for applications prior to ordering any part(s) to verify that the parts you have selected are appropriate for your vehicle. Part(s) ordered that are listed correctly on our website but ordered in error will require shipping be paid by the customer.

 

PRODUCT WARRANTY

The standard warranty policy is 12 months from the delivery date unless otherwise stated. VW Central PTY. LTD. will only warranty manufacturing defects that are NOT related to installer error, modification, improper use or vehicle failure.

All warranty claims will be resolved at the discretion of VW Central. VW Central should be notified first of all claims in order to resolve the issue as soon as possible.

There are two options for warranty claims that are available to Customers within 14 calendar days from the date of delivery: 

  1. Customer pays 100% for the New replacement part(s) to be shipped. Customer then ships back the parts under warranty to VW Central OR to our supplier. Once part(s) are received and inspected a refund will be issued for the part(s) cost provided the product was not damaged as a result of Customer’s failure to follow manufacturer’s instructions. 
  1. Customer ships the part(s) back to VW Central OR our supplier for inspection. Upon warranty verification new or repaired part(s) will be shipped to the customer. If the failed part has already been replaced with a new part from another source, VW Central will issue a store credit for the warrantied part upon receipt.

For warranty claims after 14 calendar days from the date of delivery, the customer is responsible for any and all shipping charges to return the product back to VW Central OR our supplier. Warranty part(s) must be returned to VW Central OR our supplier within seven (7) calendar days of the RMA issue date.

All manufacturers require a professional workshop diagnosis / paperwork with a description of the problem/defect in order to be submitted for warranty review. All products must be returned in the original packaging, including labelling, paperwork, hardware, etc.  Warranties are non-transferable, and only apply to the original purchaser of the products(s). VW Central will only replace or repair warranty items at our discretion. Refunds are not provided for any warranty transaction.  All products returned for warranty inspection are subject to testing and in some cases may require that the products are sent to the manufacturer for inspection. VW Central does not guarantee that any products will be warrantied until this process is complete. In some cases warranties will be denied and VW Central must return the product(s) at the expense of the customer.

VW Central is not responsible for any damages that may have occurred by using the products that we sell. VW Central does not pay for consequential, incidental and contingent damages or costs incurred of any kind, including the cost incurred directly or indirectly in relation to products sold by VW Central including labor or product coverage. VW Central will only replace the defective product that was originally purchased from VW Central, once it has been verified that this part is faulty and we have confirmed that the part is within its warranty period. Products that may have been damaged or lost as a result of a faulty product or improper use will not be replaced by VW Central under any circumstances. This includes but is also not limited to duties, taxes, and brokerage fees for foreign shipments. VW Central will only ship replacement products to the original address that the items were shipped to. The customer is responsible for the cost of returning any item for warranty inspection or repair. Shipping charges are non-refundable.

 

WEBSITE ERRORS

While VW Central strives to provide accurate product and pricing information, pricing or typographical errors may occur. VW Central cannot confirm the price of an item until after your order. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, VW Central shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is incorrectly priced, VW Central may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation. Prices and availability are subject to change without notice.

Please note that the Vehicle Selector on the Website is provided by VW Central to assist you in easily locating products that may be compatible with your Vehicle. You understand that the vehicle fitment list should only be used as a guideline and it is solely your responsibility to check the product description for exact vehicle compatibility. If you are unclear about vehicle compatibility please contact us directly before ordering the product.