Returns and Warranty
We want you to be happy!
Here's a little bit about how we handle when things don't go quite as expected....
Do you offer warranty?
Yes. We choose products that we believe are top quality. But if things don't go right, you can be assured all products are warrantied under Australian Consumer Law.
Refunds are not always available. See below for more details.
I ordered something that you advertised was not in stock, but it actually wasnt in stock
Its probably the most annoying thing about ordering online, right? Don't worry. We get it.
So we work very hard to keep our webstore inventory live and up-to-date. But occasionally we make mistakes.
You have the choice of a full refund, to swap for another product, keep it as store credit or a backorder stock allocation.
Refunds will be issued back to the payment method used for the original order and will also include shipping costs.
Did we make a mistake? Is it broken?
Let us know straight away!
If you can send photos that's also helpful so we can see exactly what's happened.
If its our fault, we will make it right.
Not all items can be returned or exchanged. You will need to speak with us first so we can understand what's gone wrong and help to fix it.
See below for more about how to get in contact with an issue or use the Resolution Centre found in your account.
Did you change your mind?
Generally, refunds and returns are not available if you change your mind on a product. This includes choosing the wrong colour, size or model, or deciding you no longer want or need an item.
Best to ask us before purchase and we can help explore if the product is the best solution for you.
Double check details such as make, model, sizing, compatability as a wrong fit won't be covered for a return or exchange.
Can I change or cancel an order?
If we catch the change before the courier picks it up, we can sometimes make changes. Give us a call or email and we can do our best to help out. if you think something needs changing, let us know straight away!
There can be costs involved with changing an order (see below).
Some orders are non-refundable (like custom order or imported parts). So please select carefully before purchase.
Remember our team is here to help with questions to make sure you're choosing the best part.
Does it cost anything to change or cancel my order?
Order changes or cancellations may incur a 25% restocking/change fee (or a minimum charge of $27.50AUD).
This covers banks/online payment fees, repackaging and handling.
Shipping costs are non-refundable.
Some orders/products and deposits are non-refundable (including custom order or imported parts).
Does it cost anything to have a warranty inspection?
A standard Warranty Inspection may incur a fee (from $165AUD, depending on the nature of the issue) to ensure team can give your issue dedicated support.
Where its not quite right, and its our fault ....we will waive that cost for you.
If you're not sure....shoot us an email or give us a call and our team can help.
You will need to cover costs of shipping for returning products for inspection.
Before you send an item back, contact us to let us know about the issue and we suggest sending some photos or videos of the issue as a lot of things can be resolved quickly over email/phone and save you the time and hassle of returning the item for inspection.
Will you warranty something I have bought from another store?
No. Our warranty only applies to items you have bought from Ignition Custom Engineering.
If you've bought something and its not working, best to speak with the place you bought it first.
We can assist with inspections and repairs on some items AFTER you have spoken with the original seller.
How are refunds made?
Refunds are sent back to the card used for the purchase (if you paid online).
Refunds via bank transfers are made in special circumstances as these go to our accounts team for processing and can take significantly longer.
Please note refunds generally do not include shipping.
What's the best way to let you know about a problem?
Log into your account. Visit the "Resolution Centre" and click the green button.
Raising a dispute through your account ensures it trackable.
You can also phone or email us. Please be aware there can be some delays and emails occasionally have issues with spam filters.
After I let you know about the problem, what can I expect next?
Our team will explore the issue with you to make sure we understand what happened and why (so we can avoid it happening again).
Then, we explore the best solutions to make it right.
Details are usually confirmed through email. If you have used the Resolution Centre in your account, notes can also appear here.
This means everyone can easily keep track (because who can remember everything all the time, right?).
Our team will let you know the next step as we work through it together.
And now for the not-so-easy-to-read version:
Where fault may be found with goods or services, you must notify us as soon as its discovered and allow us to make our own inspection to advise on repair, replace or refund at our discretion.
You are responsible for costs incurred returning goods to us for inspection.
A warranty inspection fee may apply. This fee is waived where fault is found by our technicians and where fault is our fault.
You may be invoiced for any costs of repair which are not related to the original fault.
Warranty does not apply for goods which have been modified after leaving our workshop.
Refunds on services due to fault will be paid to a percentage of the value of cost of service, at the discretion of the supplier.
You are responsible for ensuring compatability of parts before purchase.
Returns or exchange of goods due to change of mind is only available at our discretion and goods must be unopened/unused and unmodified.
Deposits for custom/special orders will not be refunded for change-of-mind cancellations or order changes.
A restocking fee may apply for cancellations, refunds or exchanges.