Refund policy

Return Policy — Spare Parts

Australian Consumer Guarantee Rights

Under the Australian Consumer Law, you are entitled to a replacement or refund if a product has a major failure, or to have the product repaired or replaced if the failure is not major. These rights apply regardless of any other terms in this policy and cannot be excluded. Nothing in this policy limits your rights under the Competition and Consumer Act 2010 (Cth) or the Fair Trading Act 1989 (Qld).

Change of Mind

We do not offer refunds, exchanges, or credit for change of mind. Due to the specialised nature of our products — including winches, hydraulic hoses, fittings, and related components — it is the customer's responsibility to confirm part numbers, specifications, and compatibility before purchasing. If you are unsure whether a product suits your application, please contact us before ordering.

Products That Have Been Opened or Used

Products that have been unpacked, installed, or used in any way are not eligible for return unless they are found to be faulty or not as described. Once seals are broken or a product shows signs of use, fitment, or modification, we are unable to accept it for return under this policy.

How to Request a Return

If you believe a product is faulty or does not match its description, contact us within a reasonable time of receiving your order. Please provide your order number, a description of the issue, and photographs where possible. We will assess your claim and, if eligible, provide return instructions.

Return Shipping

The customer is responsible for the cost of returning the product to us, unless the return is due to our error (for example, we sent the wrong item). Items must be returned in their original packaging, securely packed to prevent damage in transit. We recommend using a trackable shipping method, as we cannot be held responsible for items lost or damaged during return transit.

Inspection and Approval

All returned products are subject to inspection upon receipt. Refunds will only be processed once the product has been received, inspected, and assessed by our team. If the product is found to be faulty or not as described, we will process a refund to your original payment method. If our inspection determines the product is not faulty, has been misused, or has been installed, we will contact you to discuss options, which may include returning the product to you at your expense.

Refund Timeframes

Once a return is approved, refunds are typically processed within 7–10 business days. Please allow additional time for your bank or payment provider to reflect the credit.

Exclusions

We reserve the right to refuse a return where the product has been damaged through misuse, neglect, or improper installation; has been modified or altered in any way; is not returned in its original packaging; or was a custom or made-to-order item.

Contact Us

For all return enquiries, please contact us at sales@davcowinch.com.au