Policy
Return Policy
Overview
Effective date: 3 June 2026 Business name: Trailworks Website: www.trailworks.com.au Contact: sales@trailworks.com.au
Trailworks wants customers to be confident when purchasing from us. This Refund and Returns Policy explains when returns, refunds, exchanges, and exclusions apply.
Trailworks wants customers to be confident when purchasing from us. This Refund and Returns Policy explains when returns, refunds, exchanges, and exclusions apply.
This policy applies to purchases made directly from Trailworks through our website, by invoice, or through another direct sales channel.
This policy applies to purchases made directly from Trailworks through our website, by invoice, or through another direct sales channel.
Australian Consumer Law
Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.
If an item is faulty, unsafe, not as described, not fit for purpose, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy as required by law.
If an item is faulty, unsafe, not as described, not fit for purpose, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy as required by law.
The Australian Consumer Law applies in all Australian states and territories and sets out consumer rights and business responsibilities.
The Australian Consumer Law applies in all Australian states and territories and sets out consumer rights and business responsibilities.
14-Day Return Period
Trailworks accepts eligible returns within 14 days of the date you receive your order.
To be eligible for a return, the item must be:
- returned within 14 days of delivery - in the same condition that you received it - unused, uninstalled, undamaged, and unmodified - in its original packaging where possible - complete with all parts, accessories, manuals, labels, and included items - accompanied by proof of purchase
Trailworks may refuse a return if the item is not returned in acceptable condition.
Trailworks may refuse a return if the item is not returned in acceptable condition.
Change-Of-Mind Returns
Trailworks may accept returns for change of mind within the 14-day return period, provided the item meets the return conditions above.
Change-of-mind returns are not available for special orders, custom orders, made-to-order products, modified products, or products manufactured, sourced, cut, finished, coated, engraved, assembled, or supplied specifically for you.
Change-of-mind returns are not available for special orders, custom orders, made-to-order products, modified products, or products manufactured, sourced, cut, finished, coated, engraved, assembled, or supplied specifically for you.
Shipping costs for change-of-mind returns are the customer's responsibility unless Trailworks agrees otherwise in writing.
Shipping costs for change-of-mind returns are the customer's responsibility unless Trailworks agrees otherwise in writing.
Original shipping, delivery, handling, or payment processing charges may not be refundable for change-of-mind returns unless required by law.
Original shipping, delivery, handling, or payment processing charges may not be refundable for change-of-mind returns unless required by law.
Special Orders And Custom Orders
Trailworks does not accept returns, refunds, cancellations, or exchanges for: - special order items - custom order items - made-to-order products - modified or altered products - items ordered specifically for a customer - products made to a customer's measurements, specifications, drawings, vehicle, fitment, colour, finish, or requested configuration - products that have been cut, drilled, welded, powder coated, painted, engraved, assembled, or otherwise customised
This exclusion does not apply where a product is faulty or where Trailworks is required to provide a remedy under Australian Consumer Law.
This exclusion does not apply where a product is faulty or where Trailworks is required to provide a remedy under Australian Consumer Law.
Faulty, Damaged, Or Incorrect Items
If you receive an item that is faulty, damaged, incorrect, or not as described, contact Trailworks as soon as possible with: - your order number - your name and contact details - a description of the issue - clear photos or videos showing the issue - photos of the packaging if the item was damaged in transit
Trailworks will assess the issue and, where required, provide an appropriate remedy, which may include repair, replacement, refund, store credit, or another solution depending on the circumstances.
Trailworks will assess the issue and, where required, provide an appropriate remedy, which may include repair, replacement, refund, store credit, or another solution depending on the circumstances.
Do not install, modify, use, or attempt to repair a damaged or incorrect item before contacting us, as this may affect the assessment.
Do not install, modify, use, or attempt to repair a damaged or incorrect item before contacting us, as this may affect the assessment.
Return Approval Required
All returns must be approved by Trailworks before being sent back.
To request a return, contact:
Email: sales@trailworks.com.au
Please include your order number and reason for return.
Please include your order number and reason for return.
If your return is approved, Trailworks will provide return instructions. Items returned without approval may be refused or returned to sender.
If your return is approved, Trailworks will provide return instructions. Items returned without approval may be refused or returned to sender.
Return Shipping
For change-of-mind returns, the customer is responsible for return shipping costs.
For faulty, damaged, or incorrect items, Trailworks will advise the return process after assessing the issue. Where required by law, Trailworks will cover reasonable return shipping costs.
For faulty, damaged, or incorrect items, Trailworks will advise the return process after assessing the issue. Where required by law, Trailworks will cover reasonable return shipping costs.
Customers are responsible for ensuring returned items are packed safely and securely. Trailworks is not responsible for returned items that are lost, damaged, or poorly packaged in transit.
Customers are responsible for ensuring returned items are packed safely and securely. Trailworks is not responsible for returned items that are lost, damaged, or poorly packaged in transit.
We recommend using tracked shipping for all returns.
We recommend using tracked shipping for all returns.
Refunds
Once your returned item is received and inspected, Trailworks will notify you whether the refund has been approved.
If approved, refunds will usually be processed back to the original payment method.
If approved, refunds will usually be processed back to the original payment method.
Refund processing times may vary depending on your bank, card provider, or payment provider.
Refund processing times may vary depending on your bank, card provider, or payment provider.
Trailworks may deduct or refuse amounts for:
- missing parts or accessories - damage caused after delivery - use, installation, modification, or mishandling - items returned outside the approved return period - items returned without approval - items not returned in the same condition they were received
Exchanges
Trailworks may offer an exchange where an eligible item is returned within the 14-day return period and is in acceptable condition.
Exchanges are subject to product availability.
Exchanges are subject to product availability.
Special orders and custom orders are not eligible for exchange unless required by law.
Special orders and custom orders are not eligible for exchange unless required by law.
Non-Returnable Items
Unless required by law, Trailworks does not accept returns for: - special orders - custom orders - made-to-order products - modified or altered products - installed, used, damaged, or incomplete items - items not in the same condition as received - items returned after the 14-day return period - clearance, final sale, or discontinued items where clearly marked as non-returnable - gift cards, digital products, or downloadable items, if applicable
Order Cancellations
Standard stock orders may be cancelled before dispatch if Trailworks receives the cancellation request in time.
Special orders, custom orders, and made-to-order products generally cannot be cancelled once accepted, ordered, sourced, manufactured, modified, or placed into production.
Special orders, custom orders, and made-to-order products generally cannot be cancelled once accepted, ordered, sourced, manufactured, modified, or placed into production.
Trailworks may approve a cancellation at its discretion, but is not required to do so unless required by law.
Trailworks may approve a cancellation at its discretion, but is not required to do so unless required by law.
Contact Us
For refund, return, exchange, or warranty enquiries, contact:
Trailworks
Email: sales@trailworks.com.au Website: www.trailworks.com.au