Refund & Returns Policy
Customer First - Mutual Respect & Transparency
Key Policy Points
Everything you need to know at a glance
We Go Above & Beyond Legal Requirements
Australian Consumer Law doesn't require businesses to accept returns for "change of mind". Yet we offer a generous 30-day return window because we believe in our products and value your satisfaction.
Australian Law Requires
- NO change of mind returns
- NO exchanges for preference
- Only defective items must be refunded
- Can require original packaging
- NO cooling-off period for online sales
Brummstadt Actually Offers
- 30 days for change of mind returns
- Returns without original packaging
- Only 20% restocking fee
- Replacement parts sent first
- Full warranty support included
For International Customers
- EU law requires only 14 days
- We offer 30 days globally
- Same generous policy worldwide
- Support in multiple time zones
- Clear documentation process
Why We Offer More Than Required
We could legally refuse all change of mind returns. Instead, we offer 30 days because we stand behind our products and want you to feel confident in your purchase. Even with a 20% restocking fee, we often lose money on returns due to handling costs - but we believe great customer service is worth it.
Detailed Policy Comparison
See exactly how we exceed legal requirements in every area
| Policy Area | Australian Law | Brummstadt Offers | EU/International |
|---|---|---|---|
| Change of Mind |
Not Required
|
30 Days
Voluntary
|
Days (EU)
|
| Return Start Date |
No requirement
|
From Delivery
More time for you
|
From Delivery
|
| Restocking Fee |
Up to 100%
|
Only 20%
We lose money
|
0% (14 days)
|
| Original Packaging |
Can require
|
Not Required
|
Can require
|
| Cancel Orders |
Not Required
|
24 Hours
Extra
|
14 Days
|
| Defective Items |
Replace/Refund
|
Parts First
+ Full support
|
2 Year Min
|
| Warranty Period |
Reasonable
|
Full Period
|
2+ Years
|
| Defect Shipping |
We Pay
|
We Pay (AU)
|
We Pay
|
| Change Shipping |
N/A
|
Customer
|
Customer
|
| Global Policy |
Australia Only
|
Worldwide
Same
|
EU Only
|
Your Return & Warranty Timeline
Understanding your rights from order to warranty period
Warranty Protection Continues
After the 30-day return window, your warranty protection continues for the full warranty period of your product. Each product has its own warranty duration - check your product page or purchase confirmation for details. For defects, we'll first try to send replacement parts or provide support. If we can't resolve the issue, we'll provide a full refund including return shipping costs.
Complete Policy Details
Click each section to learn more
Understanding Our Policy
Why We Have These Policies
At Brummstadt, we believe in:
- Mutual Respect: Fair treatment for both customers and business
- Transparency: Clear costs and processes
- Sustainability: Policies that allow us to continue providing quality
We want to continue offering:
- β High-quality products
- β Competitive prices
- β Real Human Customer Support
Cancellations
Changed your mind? You have approximately 24 hours after placing your order to request cancellation.
To cancel an order, contact us immediately with your order number. We'll check if your order can still be cancelled.
Returns - Change of Mind
We gladly accept returns of most new and unopened items within 30 days of delivery, offering a full refund minus a 20% restocking fee and the non-recoverable shipping costs.
Items must be returned in:
- Original condition: unworn, unused
- With all tags attached
- In the original packaging
- With receipt or proof of purchase
Shipping Cost Refunds:
- Express Shipping Costs: Non-refundable in all cases
- Standard Shipping Costs: Non-refundable for change of mind returns
- International Shipping Costs: Generally non-refundable
To initiate a return, contact us here with the subject "RETURN #YOURORDERNUMBER"
Defective Items - Full Documentation Required
Claiming a Defective Item (100% Refund)
What Qualifies as Defective?
- Manufacturing defects
- Damage during shipping (our responsibility)
- Product not as described
- Missing components (we will first try to send the missing pieces. If this doesn't solve the problem, it's eligible for full refund)
πΈ Required Documentation (IMPORTANT)
You MUST provide comprehensive documentation:
- Multiple angles of the defect
- Close-ups showing the specific issue
- Overall product condition
- Video showing the malfunction
- Demonstration of proper installation/use
- Clear audio if relevant to the issue
Why Comprehensive Documentation?
We need thorough documentation because:
- It helps us improve our quality control
- It protects both parties from misunderstandings
- False claims cost money that affects all customers
- We can provide faster resolution with clear evidence
What Happens Next?
- Submit documentation via our contact page
- Our team reviews within 24 hours
- If verified β 100% refund including shipping
- If not verified β Standard return policy applies (20% restocking)
β οΈ Important: Incomplete documentation may delay or affect your claim
Why 20% Restocking Fee?
Understanding the 20% Restocking Fee
Where Does This Fee Go?
The 20% restocking fee covers real costs:
- Each returned item is thoroughly tested
- Functionality verification
- Cosmetic inspection
- Time: 30-45 minutes per item
- Professional cleaning if needed
- New packaging materials
- Updated documentation
- Quality seal application
- Return shipping processing
- Inventory management
- System updates
- Storage costs
- Items can't be sold as "new"
- Price reduction for "open box"
- Extended warranty costs
Why This Matters
- These are real costs we incur
- Without this fee, prices would increase for everyone
- It encourages thoughtful purchasing decisions
- It keeps our business sustainable
Documentation Requirements
What Documentation Do I Need?
For All Returns:
- Order number
- Receipt or proof of purchase
- Reason for return
For Defective Item Claims:
- Minimum 3 clear photos showing the defect
- Video demonstration for functional issues
- Detailed description of the problem (minimum 50 characters)
How to Take Good Documentation Photos:
- Use good lighting - natural light works best
- Take photos from multiple angles
- Include close-ups of the specific issue
- Show the overall condition of the product
- If shipping damage, include packaging photos
How to Make Good Documentation Videos:
- Keep it under 2 minutes
- Clearly show the malfunction
- Demonstrate that you're using it correctly
- Include audio narration if helpful
- Ensure good lighting and steady camera
Non-returnable Items
Exceptions / Non-returnable Items
Certain items cannot be returned for safety and hygiene reasons:
- Custom or personalised products
- Hazardous materials
- Flammable liquids or gases
- Gift cards
- Downloadable software products
- Some health and personal care items
Installation Services:
- Installation charges from third parties are non-refundable
- Completed installation services are non-refundable
- You can cancel an installation booking up to 7 days before the scheduled date
To cancel installation, contact us here with "INSTALLATION BOOKING CANCELLATION: #YOURORDERID"
Refund Processing
How Refunds Work
Processing Timeline:
- Refunds are processed within 10 business days after receiving returns at our Brisbane location
- You'll receive an email confirmation when we receive your return
- Another email when the refund is processed
Refund Method:
Refunds will be credited to your original payment method:
- Credit/Debit Card: 3-5 business days to appear
- PayPal: 1-2 business days
- Bank Transfer: 5-7 business days
Exchanges:
For exchanges, return the original item and place a new order. This ensures you get your new item as quickly as possible.
Please contact us here
International & EU Rights
International Returns
For international customers:
- Same 30-day return window applies
- Customer is responsible for return shipping costs
- International shipping costs are non-refundable
- Customs duties and taxes are non-refundable
EU 14-Day Cooling-Off Period:
EU customers have additional rights:
- 14-day right to cancel or return an order for any reason
- Period starts when you receive the goods
- You must inform us of your decision to return
- Goods must be returned within 14 days of notifying us
Working Together for Better Service
We voluntarily offer returns even though Australian law doesn't require it - because we believe in earning your trust
What This Means for Customers
We're committed to providing you with:
- Fair policies that protect your rights
- Transparent processes - no hidden fees
- Quick resolution when we make mistakes
- Quality products at competitive prices
- Real human support when you need it
What This Means for Business
Fair policies allow us to maintain:
- Sustainable operations
- Quality inventory availability
- Resources for customer service
- Continued product innovation
- Competitive pricing for everyone
Our Commitment to You
Without Fair Policies
- Higher prices for everyone
- Reduced customer service quality
- Lower product quality standards
- Slower shipping times
Our Company Philosophy
"Mutual Respect β’ Transparency β’ Fair for Everyone"
Quality service and working together - that's how we build lasting relationships
Frequently Asked Questions
Quick answers to common questions about returns
Documentation protects both parties and speeds up resolution.
Comprehensive documentation helps us:
- Verify the issue quickly
- Improve our quality control
- Process your refund faster
- Protect against fraudulent claims that increase costs for all customers
Good documentation = Faster refund!
You still have options!
If your defect claim is not approved:
- You can still return the item with our standard 20% restocking fee
- You can provide additional documentation for reconsideration
- You can contact our support team for clarification
We always communicate with you before making final decisions.
We're a specialised business with different economics.
Unlike large retailers:
- We offer specialised, premium products
- We provide expert human support
- Our restocking fee keeps prices competitive
- This allows us to maintain quality and service
Defects are manufacturing or shipping issues - not installation problems.
Qualifies as defect:
- Broken or damaged components
- Missing parts (we'll try sending them first)
- Product doesn't match description
- Shipping damage
NOT a defect:
- Installation difficulties
- Software setup issues
- Compatibility problems
Unsure? Contact our support team - we're happy to help!
Yes, but please package safely!
Requirements:
- Item must be safely packaged to prevent damage
- All components must be included
- Use adequate padding/protection
- Original packaging preferred but not required
10 business days from when we receive your return.
Timeline breakdown:
- Return shipping: 3-7 business days
- Processing: 1-2 business days
- Refund issued: Within 10 business days
- Appears in account: 3-5 additional days
Total: Usually 2-3 weeks from when you ship it back.
Return and reorder for fastest service.
We recommend:
- Return the original item for refund
- Place a new order for the replacement
- This ensures you get the new item quickly
- No waiting for us to process the exchange
This method is faster and gives you tracking for both transactions.
Contact us - we may still be able to help!
After 30 days:
- Warranty claims may still apply
- Defective items may qualify for manufacturer warranty
- We'll work with you on a case-by-case basis
- Documentation of the issue is essential
Real Customer Experiences
See what our customers say about our service
"Unit wasn't compatible with my Wildtrak. After working through options, I returned it and they gave me a full refund. Very helpful throughout the process!"
"Our order arrived quickly. When we had an issue, Tommy (aka Guardian Angel) organised for the replacement to be sent immediately."
"Excellent unit with initial fitment issues. Tommy and the team organised a replacement unit which fitted perfectly. Great service!"
Need Help with Returns?
Our expert support team is here to help you