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 daniel@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 purchase.
• Items must be unused, unopened and in new, resaleable condition, with proof of purchase.
• 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, damaged or incorrect items

If an item is faulty, damaged in transit, 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 the unopened-item requirement do not restrict your rights in relation to faulty or incorrect products.

Return shipping costs

• Change of mind: the customer is responsible for all return shipping costs. This applies to Australian, New Zealand and international returns.
• Faulty, damaged or incorrect items: if we confirm the issue, we will provide return instructions and, where required, reimburse reasonable return shipping costs or arrange a return label.
• Use a tracked shipping service and keep the receipt and tracking number. We are not responsible for returns lost or damaged before they reach 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. Your bank or payment provider may take additional time to make the funds available.

Contact

Email: daniel@autochimp.com.au
Phone: +61 411 101 737
Return address: supplied with your approved return instructions.