Return & Refund Policy

1. Overview

VIKOR Industries (“VIKOR”, “we”, “us”) supplies premium aftermarket 4x4 products through:

  • Direct-to-consumer online sales

  • Direct retail sales

  • Business-to-business (B2B) supply to dealers, installers, and retail partners

This Returns & Refunds Policy outlines how returns, refunds, exchanges, and credits are handled across all sales channels.

This policy operates in conjunction with the VIKOR Industries Warranty Policy and does not limit rights under the Australian Consumer Law (ACL).

2. Australian Consumer Law

Under the Australian Consumer Law, consumers are entitled to a repair, replacement, or refund if goods:

  • Have a major failure

  • Are not of acceptable quality

  • Are not fit for purpose

  • Do not match description

This policy does not exclude, restrict, or modify those statutory rights.

3. Important Definitions

  • Consumer Sale (DTC): Sale made directly to an end customer (online or in-store).

  • B2B Sale: Sale made to a dealer, installer, retailer, or business customer.

  • Change of Mind: Customer no longer wants the product for any reason not related to a defect.

  • Return Authorisation (RA): Approval issued by VIKOR before any return is accepted.

4. General Return Conditions (All Returns)

All returns (consumer or B2B) must meet the following conditions:

  • Return Authorisation (RA) must be obtained before sending goods back

  • Items must be returned within the approved timeframe

  • Products must be:

    • Unused

    • Uninstalled

    • In original condition

    • In original packaging

  • Proof of purchase is required

Returns sent without authorisation may be refused.

5. Change of Mind Returns

5.1 Consumer (Direct-to-Customer) Sales

VIKOR may accept change-of-mind returns at its discretion, provided:

  • Return request is made within 7 days of delivery

  • Product has not been installed, used, opened or modified

  • Product is returned in original condition and packaging

The following costs apply:

  • Return freight is the customer’s responsibility

  • A restocking fee of up to 25% may apply

  • Original shipping costs are non-refundable

5.2 B2B (Dealer / Trade) Sales

Change-of-mind returns are not automatically accepted for B2B customers.

If approved:

  • Must be requested within 7 days of delivery

  • Subject to a minimum 25% restocking fee + Original Freight

  • Return freight is the dealer’s responsibility

Special-order, clearance, or discontinued items are non-returnable.

6. Incorrect Orders

6.1 VIKOR Error

If VIKOR supplies an incorrect product:

  • VIKOR will cover return freight

  • Replacement or refund will be provided

6.2 Customer / Dealer Error

If an incorrect product was ordered:

  • Treated as a change-of-mind return

  • Restocking fees and freight costs apply

Fitment confirmation remains the responsibility of the purchaser.

7. Installed, Used, or Modified Products

Products that have been:

  • Installed

  • Test-fitted

  • Modified

  • Damaged during installation

are not eligible for return or refund, unless required under ACL for a confirmed manufacturing defect.

Incorrect installation does not constitute a product fault.

8. Freight Damage

8.1 Delivery Inspection

All deliveries must be inspected immediately upon receipt.

  • Visible damage must be noted with the carrier at delivery

  • Claims must be lodged within 48 hours of delivery

  • Clear photos of damage and packaging are required

Failure to report freight damage within this timeframe may result in the claim being declined.

9. Faulty or Defective Products

Faulty products are handled under the VIKOR Industries Warranty Policy.

9.1 Assessment Process

  • Warranty claim must be lodged

  • Product may require inspection

  • Installation and usage will be assessed

9.2 Outcome

If a product is confirmed to have a manufacturing defect, VIKOR may:

  • Repair the product

  • Replace the product

  • Provide a refund (at VIKOR’s discretion, subject to ACL)

Labour, installation, and removal costs are not refundable unless required by law.

10. Refund Method

Approved refunds will be processed:

  • To the original payment method where possible

  • Or as a store credit (B2B customers may receive account credit)

Refund processing time is typically 5–10 business days after assessment.

11. Non-Returnable Items

The following items are not eligible for return unless required under ACL:

  • Installed or modified products

  • Clearance or discounted items

  • Special-order products

  • Electrical components that have been installed

  • Merchandise and apparel (unless faulty on arrival)

12. Dealer & Trade Customers – Additional Conditions

Dealers and trade customers acknowledge that:

  • They are responsible for fitment advice provided to their customers

  • They must inspect products upon receipt

  • Claims must be lodged promptly

  • Customer dissatisfaction alone does not constitute a returnable issue

Dealers remain the primary point of contact for their customers.

13. Right to Refuse Returns

VIKOR reserves the right to:

  • Refuse unauthorised returns

  • Refuse returns that do not meet policy conditions

  • Apply restocking fees where applicable

14. How to Request a Return

To request a return or refund:

Email: info@vikorindustries.com.au

Include:

  • Order number

  • Proof of purchase

  • Reason for return

  • Photos (if applicable)

Do not return products without approval.

15. Governing Law

This policy is governed by the laws of Western Australia and applicable Australian Consumer Law.

VIKOR Industries accepts returns in accordance with Australian Consumer Law. Change-of-mind returns may be accepted at our discretion and may incur restocking and freight costs. Installed, used, or modified products are not eligible for return. Faulty products are handled under our Warranty Policy. Return authorisation is required prior to returning any item.