01Introduction

This Returns and Refunds Policy ("Policy") applies to all products purchased from Fully Equipped Australia ("we", "us", "our", "Fully Equipped"), whether purchased in-store at our Deception Bay premises, over the phone, or via our website. This Policy operates alongside, and does not limit or exclude, your rights under the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Nothing in this Policy is intended to, or should be interpreted to, exclude, restrict or modify any consumer guarantee, right or remedy conferred on you by the Australian Consumer Law or any other applicable law that cannot lawfully be excluded.

02Your rights under the Australian Consumer Law

Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Where a product you purchase from us is faulty, not fit for purpose, or does not match its description, you may be entitled to a remedy under the ACL regardless of the specific terms set out in Sections 3 to 9 below. This Policy governs additional, voluntary rights we offer beyond your statutory entitlements — for example, change-of-mind returns — except where expressly stated otherwise.

03Change-of-mind returns

We do not accept returns or refunds for non-defective products on a change-of-mind basis, except as expressly permitted below. Where we do agree to a change-of-mind return, the following conditions apply:

• The request must be made within 7 days of the date of delivery.
• The product must be unused and in resaleable condition. Original packaging may be opened for inspection but must be returned with the product.
• Products showing signs of use, installation, fitting or damage will not be accepted.
• We do not offer exchanges. If a return is accepted, a refund is processed under Section 8; a new order must be placed separately for any replacement item.

04Faulty or defective products

If you believe a product is faulty or defective, please contact us as soon as possible. Each claim is assessed case-by-case, taking into account the nature of the fault, the product involved, and the circumstances of purchase and use.

Depending on the outcome of our assessment, we will offer one of the following remedies at our discretion, consistent with your rights under the ACL: a refund, a replacement, or a repair.

05Returns policy for canopies

• A canopy that has already been installed may only be returned if it is faulty or defective. Change-of-mind returns are not accepted once a canopy has been installed.
• Custom-made or custom-coloured canopies may only be returned for change of mind before manufacturing has commenced. Once manufacturing begins, they cannot be cancelled or returned for change of mind.
• Faulty or defective canopies remain covered by your ACL rights regardless of installation status.

06Returns policy for spare parts

• Whether an opened spare part can be returned depends on the specific part and its condition; contact our team to confirm eligibility before returning an opened item.
• Once a spare part has been installed or fitted, it may only be returned if it is faulty or defective.
• Unopened, unused spare parts in original condition may be returned in line with the change-of-mind conditions in Section 3.

07Incorrect product ordered or supplied

Where a customer receives the wrong product — for example, an incorrect canopy for their vehicle or an incorrect spare part — the outcome is assessed case-by-case and generally depends on how the error occurred.

• If we supplied the wrong product due to our own error, we will arrange a replacement or refund at no cost to you, including return freight.
• If the incorrect product was supplied because the customer provided incorrect information (for example, incorrect vehicle make, model or specifications), the customer is responsible for the cost of returning the item and any freight for the correct replacement.

08Return shipping and freight costs

Responsibility for return shipping and freight costs depends on the reason for the return, as set out below. These arrangements are a general guide and remain subject to case-by-case assessment under Sections 3 to 7.

09Restocking and cancellation fees

We may apply a restocking or cancellation fee to an accepted return or cancelled order. Whether a fee applies, and its amount, is determined case-by-case having regard to the product involved, whether it has been custom-made, and the stage of order processing or manufacture at the time of cancellation. Any applicable fee will be communicated to you before your return or cancellation is finalised.

10How to return a product and receive a refund

1. Contact us before sending back or bringing in any item, using the details at the top of this Policy, so we can confirm eligibility and next steps.
2. Complete a return request with our team, providing your order details and the reason for return.
3. Return the item to our premises at 75 Kabi Cct, Deception Bay QLD 4508, or arrange freight to send it to us.
4. Where you are arranging your own return freight, you are responsible for packaging the item adequately to prevent damage in transit.

Refunds are issued to your original payment method. Please allow 4–7 business days for your refund to be processed once your return has been received and approved.