Overview
Effective date: 19 June 2026 Trailworks Pty Ltd (ABN 52 691 737 229) Contact: sales@trailworks.com.au
This policy applies to purchases made directly from Trailworks. It separates our voluntary change-of-mind policy from rights that cannot lawfully be excluded.
Consumer Guarantees Nothing in this policy excludes, restricts or modifies a right or remedy that cannot be excluded under the Australian Consumer Law or, where applicable, New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986.
Consumer guarantees may apply where goods are faulty, unsafe, not of acceptable quality, do not match their description or sample, are not fit for a disclosed purpose, or are not delivered as agreed. The available remedy depends on the law and seriousness of the failure and may include repair, replacement, refund, cancellation or compensation for reasonably foreseeable loss.
Faulty, Damaged, Incorrect Or Undelivered Goods Contact us as soon as reasonably practical at sales@trailworks.com.au. Include your order details, a description of the issue and, where useful, photos or video. Prompt notice helps us investigate transit damage, but no short notice period in this policy removes a statutory right.
Please avoid installing, modifying, disposing of or attempting to repair disputed goods before we respond where it is safe and practical to do so. We may inspect or test goods before confirming the remedy, but we will not unreasonably delay a remedy.
Major And Minor Problems For Australian consumers, a major failure generally allows the consumer to choose a refund or replacement, while Trailworks may choose an appropriate remedy for a non-major failure and must provide it within a reasonable time. New Zealand remedies depend on whether a failure can be remedied and whether it is of substantial character.
Any voluntary warranty or stated warranty period operates in addition to, and does not replace, statutory consumer guarantees.
Return Costs For Consumer Guarantee Claims If goods are confirmed to breach a consumer guarantee, Trailworks will reimburse reasonable return costs already paid and will arrange or fund return or collection where required by law. For large, heavy or installed goods, contact us before arranging freight so a safe and proportionate process can be agreed.
If inspection shows there is no product failure and the issue was caused by misuse, unauthorised modification, incorrect installation or another excluded cause, we may charge reasonable inspection or collection costs only where lawful and where a reasonable estimate was given beforehand.
Proof Of Purchase We may request reasonable proof that the goods were purchased from Trailworks. This can include an order confirmation, tax invoice, receipt, payment record or other reliable evidence; it does not have to be a particular paper receipt.
14-Day Change-Of-Mind Policy In addition to statutory rights, Trailworks accepts eligible standard-stock goods for change of mind if you contact us within 14 days after delivery and the goods are unused, uninstalled, unmodified, complete, undamaged and in resaleable condition with original packaging where reasonably possible.
Change-of-mind approval is subject to inspection. You are responsible for safe return and return freight. Original delivery charges are not refunded for change of mind unless Trailworks agrees otherwise or law requires it. No restocking or payment-processing fee will be deducted unless disclosed before purchase and lawful.
Custom And Made-To-Order Goods Change-of-mind returns and cancellations are not available for goods made, sourced, coated, cut, drilled, welded, engraved, modified or configured specifically for you, including vehicle-specific products and special finishes. This exclusion never applies to a consumer guarantee claim.
Starting A Return Email sales@trailworks.com.au before sending goods so we can provide the correct address, freight and handling instructions. Prior contact is an administrative step and is not a condition that removes statutory rights.
Include the order number, your contact details, the reason for return and relevant evidence. Use tracked and suitably insured freight for change-of-mind returns.
Refunds And Exchanges Approved refunds are normally returned to the original payment method unless another method is agreed or required by law. Trailworks will process the refund within a reasonable time after entitlement is confirmed; banks and payment providers may take additional time to display it.
For change-of-mind goods only, we may reduce a refund to reflect damage, missing parts or diminished value caused while the goods were in your possession. We will not impose those deductions to avoid a statutory remedy.
Cancellations Before Dispatch Standard-stock orders may be cancelled before dispatch where operationally possible. Custom, special-order and made-to-order work may not be cancelled after materials are ordered or production begins, except where a non-excludable legal right applies. We will disclose any agreed non-refundable deposit or cancellation amount before accepting a custom order.
Contact Trailworks Pty Ltd ABN: 52 691 737 229 Email: sales@trailworks.com.au Address: Unit 6, 280 Great Southern Rd, Bargo NSW 2574, Australia