Returns and Warranty Policy
Effective date: 31 August 2026
This policy explains how The Ute Shop Pty Ltd ATF The Ute Shop Trust (ACN 153 583 601), trading as The Ute Shop, handles change-of-mind returns, faulty goods and warranty enquiries.
This policy applies to goods purchased through theuteshop.com.au, from our showroom at 4/43 Premier Cct, Warana QLD 4575, or in connection with a workshop booking. It should be read with our Terms and Conditions.
Nothing in this policy is intended to exclude, restrict or modify rights that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
1. Consumer guarantees
Australian Consumer Law provides consumer guarantees that apply automatically to eligible goods and services. If a product has a major failure, you may be entitled to choose a replacement or refund. If a product has a minor failure, we may be entitled to repair the product within a reasonable time instead of providing a replacement or refund.
Consumer guarantees may also apply where goods are not of acceptable quality, are not fit for a disclosed purpose, or do not match their description or sample. These rights operate in addition to any manufacturer warranty or voluntary warranty we provide.
For more information, see the ACCC consumer guarantee guidance.
2. Reporting a problem
Please inspect goods promptly after delivery, collection or workshop completion. If you believe that goods are faulty, damaged, incorrect or incomplete, contact us as soon as reasonably practicable.
To help us investigate quickly, please provide:
| Information | Why we ask for it |
|---|---|
| Proof of purchase | To identify the order, product and purchase date. |
| Clear photographs or video | To help us understand the reported issue or freight damage. |
| Product and vehicle details | Necessary for vehicle-specific products, fitment and warranty assessment. |
| Description of the problem | Including when it occurred, how the product was used and any relevant circumstances. |
| Installation details | Including who fitted the item and any later modifications. |
For obvious freight damage, incorrect goods or shortages, please contact us within 48 hours where possible. This helps us deal with the carrier and supplier promptly. This request does not limit your Australian Consumer Law rights.
3. Change-of-mind returns
We may accept a change-of-mind return if you contact us within 7 days of purchase and we approve the return in advance. To be eligible, the item must be unused, uninstalled, undamaged, complete and returned in its original packaging with proof of purchase.
A change-of-mind return is not an automatic entitlement. Approval is required before goods are returned. Please contact us before sending or bringing an item back.
Unless Australian Consumer Law requires otherwise, change-of-mind returns may not be accepted for:
- made-to-order, custom, specially manufactured or specially imported goods;
- special-order or non-stock items ordered specifically for you;
- goods that have been fitted, used, modified, drilled, cut, painted, wired, programmed or altered;
- individual components removed from a kit or package;
- electrical items that have been installed or connected;
- clearance, seconds, demonstration or sample items where the disclosed condition is the reason for the reduced price; and
- products returned without their original packaging or with packaging damaged beyond reasonable inspection.
The suitability of a vehicle-specific product should be confirmed before ordering. A change-of-mind request because the customer selected the wrong vehicle variant, product option or configuration may be treated as a change-of-mind return, subject to this policy and the Australian Consumer Law.
4. Change-of-mind return costs and restocking
For an approved change-of-mind return, the customer is responsible for the return freight, suitable packaging and transit risk. Original delivery, freight, installation and other service charges are not refundable unless required by law.
For an approved change-of-mind return, a restocking fee of 10% for goods under $2,000 or $200 for goods over $2,000 may be deducted from the refund where permitted by law. The fee reflects reasonable handling, inspection and restocking costs. No restocking fee applies where the return is required because of a failure to comply with a consumer guarantee or another right that cannot be excluded under Australian Consumer Law.
5. Faulty goods and warranty enquiries
If you believe a product is faulty, please contact us before arranging repair, replacement, return or disposal, unless immediate action is reasonably necessary for safety. We may ask you to make the product and vehicle available for inspection, arrange an assessment through the manufacturer, or provide additional information.
Many products are covered by a manufacturer warranty. Warranty duration, terms, exclusions and assessment procedures vary by brand and product. A manufacturer warranty is separate from, and does not replace, your rights under Australian Consumer Law.
Where a valid remedy is required, the appropriate outcome will depend on the nature of the issue, whether it is a major or minor failure, the relevant manufacturer warranty and Australian Consumer Law. This may include repair, replacement, refund or another remedy permitted by law.
6. Exclusions and care requirements
Subject to Australian Consumer Law, warranty support may be affected where a product has been misused, overloaded, incorrectly fitted, used outside its intended purpose, damaged in an accident, modified without approval, repaired by an unauthorised person, inadequately maintained or used contrary to manufacturer instructions or applicable laws.
Normal wear and tear, cosmetic deterioration caused by environmental exposure, stone chips, salt, chemicals, incorrect cleaning products, corrosion caused by inadequate care, or damage caused by third parties may not be covered by a voluntary warranty. The applicable manufacturer warranty and consumer-law rights will still be considered case by case.
Vehicle modifications can affect other vehicle systems, vehicle operation, insurance, registration, warranty and compliance obligations. It is important to discuss the full build and any existing modifications with us before work begins. Nothing in this policy limits rights that cannot be excluded by law.
7. Fitted goods and workshop services
For goods supplied and fitted by The Ute Shop, please contact us first if you identify an issue. We may need to inspect the vehicle, product, installation and related components before determining the appropriate next step.
If a customer requests work involving existing modifications, removal of factory components, trays, canopies, sensors, electrical systems or other vehicle systems, we will discuss the agreed scope. Any product-specific conditions, limitations or customer acknowledgements will be documented separately where required.
8. How to contact us
To request a return, report a fault or make a warranty enquiry, contact us before returning goods:
The Ute Shop Pty Ltd ATF The Ute Shop Trust
ACN 153 583 601
4/43 Premier Cct, Warana QLD 4575
Phone: 07 5438 8204
Email: info@theuteshop.com.au
9. Changes to this policy
We may update this policy from time to time. The version published on our website at the time of your purchase will apply to that purchase, subject to any rights that cannot be excluded by law.