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 and 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, or 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 affect our ability to process the claim, but does not limit your rights under the Australian Consumer Law.
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 (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)
For a major failure under the Australian Consumer Law, you may choose your preferred remedy — replacement, refund, or repair. For minor failures and change-of-mind returns, VIKOR INDUSTRIES will determine the most appropriate remedy.
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
VIKOR will not refuse a return where you have a valid remedy under the Australian Consumer Law.
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.
