Refund and Returns Policy

‌Effective Date: October 29, 2026‌

Welcome to the official Refund and Returns Policy of CAR CRAFT AUTO ACCESSORIES PTY LTD, governing all transactions completed via our e-commerce platform www.carcraftau.com. We are committed to delivering top-rated car small tools, heavy-duty car storage hooks, premium car organizer boxes and all new auto gear with fast nationwide shipping and simple after-sales support for every order. This policy is drafted in full compliance with the Australian Consumer Law (ACL), and clearly outlines the eligible scenarios, procedures, and non-permitted practices for returns and refunds on our store. By placing an order on www.carcraftau.com, you acknowledge that you have fully read, understood, and agreed to all terms stated in this policy, including our explicit rule that no “refund only” request is accepted under any circumstances.

1. Core Policy Ground Rule: No Refund-Only Requests

At CAR CRAFT AUTO ACCESSORIES PTY LTD, we strictly prohibit all unconditional refund-only claims. A valid full or partial refund can only be processed after the purchased item is successfully returned to our designated Australian address, and passes our full inspection to confirm it meets the eligible return criteria laid out in this policy. No customer will be granted a full or partial refund without returning the corresponding merchandise, as we never operate on a “send no item and get full money back” mechanism that brings unfair loss to our business. All requests for refunds must be paired with a complete return process, and any refund-only application will be automatically rejected once verified.

2. Eligible Return Conditions

To be qualified for a return, your request must meet all the following requirements:

  • You submit your return application within 7 calendar days from the date you physically receive your automotive product. Exchanges for qualified defective products can be requested within 15 calendar days of receipt.
  • The returned item must be kept in its original, unused condition, with all original packaging, accessories, user manuals, warranty cards, shopping proof and any bundled gifts fully intact. The product must not show signs of human-caused damage, scratches, or functional alteration caused by improper operation.
  • This policy applies to our full range of car small tools, car storage hooks, car organizer boxes and other auto gear, with the exception of explicitly excluded items. The following categories of goods do not qualify for non-quality-related returns: car maintenance supplies, car care consumables that have been unsealed (including but not limited to car wax, protective films, cleaning agents, in-car air purification products, and automotive oils), custom personalized auto accessories, and large size fragile transportation items that have no confirmed quality defects. Goods with an anti-counterfeiting code on the packaging are not eligible for return once the anti-counterfeiting sticker has been scratched off.

As protected under the Australian Consumer Law, you hold statutory consumer guarantee rights for all products purchased from us: if the product has unremedied acceptable quality defects, fails to match its product description, or cannot fulfill the stated advertised usage, you are still eligible for return, refund or replacement remedies even outside the 7-day return window, and these statutory rights cannot be overridden by any terms in this policy.

3. Complete Return Processing Workflow

All returns must follow this standardized process:

  1. First, submit a return request via our after-sales support channel, providing your valid order number, clear photos or short videos of the product condition, and the reason for your return. Our support team will respond to your application within 2 business days, and confirm if your request meets all return eligibility requirements.
  2. Once your request is approved, you will receive the designated return address: 28 Nixon Street, Emu Plains, NSW 2750, Australia. You will be required to send the complete item back to this address, and provide us with the valid return tracking number once you ship the parcel.
  3. Our in-house team will inspect the returned item within 3 business days after we sign for the parcel. If the product is verified to meet all eligible return conditions, we will proceed with the corresponding refund or exchange arrangement. For return requests caused by confirmed product quality defects, we will cover the reasonable return shipping cost. For non-quality-related 7-day no-reason returns, the customer will be responsible for all shipping fees for both the original order and the return shipment.
  4. After inspection and confirmation, we will process your refund to your original payment account within 5 business days. The specific arrival time of the refund will depend on the processing speed of your payment service provider.

4. Explicit Circumstances For Returns/Refunds Rejection

We will reject your return or refund application if any of the following situations apply:

  • You cannot provide valid order proof to verify the product was purchased from our official www.carcraftau.com store
  • The item shows obvious signs of human damage, improper disassembly, or misuse that is not classified as acceptable quality defects under the Australian Consumer Law
  • You submit a refund-only request without returning the purchased product to our designated return address
  • The unsealed consumable or custom product you attempt to return does not have verified quality issues
  • You cannot produce the required return materials including complete product packaging, accessories and accompanying items

5. Our Contact Information

If you have any questions about this Refund and Returns Policy, need to submit an after-sales request, or need help with your return progress, you can reach our support team via the following official channels:

  • Official Website: www.carcraftau.com
  • Contact Email: kryst@carcraftau.com
  • Physical Address: 28 Nixon Street, Emu Plains, NSW 2750, Australia
  • Contact Phone: +61 4 6063 3380

Our support team will respond to your inquiry as quickly as possible, and deliver the simple, reliable after-sales support we guarantee for every order placed at CAR CRAFT. We reserve the right to update this policy periodically, and all revisions will take effect once posted on our official website.