Returns & Refunds

This policy applies to orders delivered in Australia, New Zealand and internationally. Nothing in this policy limits any rights or remedies that cannot be excluded under the Australian Consumer Law or other applicable consumer law.

Request a return through Shopify

Please use our Shopify self-service Returns Portal or your AutoChimp customer account to request a return. This is the fastest way to submit your request and lets you select the correct order and items.

Open the Returns Portal / Customer Account

1. Enter the email address used for your order and select Continue.
2. Open the email from AutoChimp and enter the six-digit verification code. No password is required.
3. Open the relevant order and select Return items or Request return.
4. Select the item or items, choose a return reason and add any useful notes or photos where requested.
5. Submit the request for review.

Return requests can be submitted for eligible fulfilled items. Submitting a request does not automatically approve the return. Please wait for our approval and return instructions before sending anything. If you cannot access the portal, email support@autochimp.com.au with your order number, full name and reason for return.

Change-of-mind returns

• Change-of-mind return requests must be made within 30 days of delivery.
• You can open the box to check fitment. The item must be unused, never installed, complete with all parts and accessories, and in its original packaging, with proof of purchase.
• Used or installed items cannot be returned for change of mind.
• Items marked as final sale are not eligible for a change-of-mind return.
• All returns require approval before being sent. Please do not return an item until you receive return instructions from us.

Faulty or incorrect items

If an item is faulty, not as described, or you received the wrong item, submit a request through the Returns Portal promptly with your order details and a description of the issue. We may ask for photos, video or other information so we can assess the item.

Where required by applicable consumer law, we will provide an appropriate remedy, which may include repair, replacement or refund. The 30-day change-of-mind period and its conditions do not restrict your rights in relation to faulty or incorrect products.

AutoChimp products also come with a 3-year warranty against defects. See our Warranty page for what it covers and how to claim.

Lost or damaged in transit

If your order is lost or arrives damaged, we put it right with a replacement or a refund, on every order. You deal with us, not the carrier. Please do not lodge a return for it.

• Your order included Shipping Protection: use the priority claim form at the top of this page. We reply within one business day and send your replacement by Express as soon as the claim is approved, without waiting for the carrier.
• Your order did not include Shipping Protection: contact us through the Contact Us page with your order number. We sort it out with the carrier for you and replace or refund the order. This takes longer, because a lost parcel has to go through the carrier’s investigation first.

Return shipping costs

• Change of mind, orders delivered in Australia: once your return is approved we email you a prepaid return label at no cost to you. The original shipping and shipping protection charges are not refunded.
• Change of mind, international orders (including New Zealand): the customer is responsible for all return shipping costs.
• Faulty or incorrect items: for orders delivered in Australia we email you a prepaid return label. For international orders we reimburse reasonable return shipping costs once the issue is confirmed.
• If you arrange your own return shipping, use a tracked service and keep the receipt and tracking number. We are not responsible for a return you arranged that is lost or damaged before it reaches us.

International returns

International customers are responsible for arranging and paying for return shipping for change-of-mind returns, including any carrier, customs or handling charges. Clearly identify the parcel as returned goods where permitted. Original shipping charges, import duties and taxes are not refundable unless required by law or the return is due to an error by AutoChimp.

After you submit your request

1. We will review the request and email you with approval, a decline reason or a request for more information.
2. If approved, follow the return address, packing and shipping instructions in our email.
3. Pack the item securely and use a tracked shipping service where shipping is required.

Approved refunds are processed after the returned item is received and inspected, normally within 7 business days. Refunds go back to your original payment method, or you can choose store credit or an exchange. Your bank or payment provider may take additional time to make the funds available.

Contact

Email: support@autochimp.com.au
SMS or call: +61 411 101 737
Return address: supplied with your approved return instructions.