Warranty Policy

In this policy “you” or “your” refers to a Retailer, and “us”, “our” or “we” refer to Remote Country 4x4.  Where there are exceptions to Remote Country 4x4 warranty Policy (including because supplier specific warranty, refund and returns policies are different to this policy), this is noted in this Warranty Policy.

Warranty for products sold through Remote Country 4x4

1. All products sold through Remote Country 4x4 come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
2. In addition to a customer’s rights under the Australian Consumer Law, Remote Country 4x4 offers a 12-month warranty on products sold through the Remote Country 4x4 Platform which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
3. if the fault or damage is due to:
1. normal wear and tear
2. damage arising from improper assembly or modification of the product;
3. damage arising from abnormal use or abuse of the product;
4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
5. damage to external product packaging only.
3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
1. send missing parts (if applicable);
2. suggest a method of self-repair (if applicable).
3. replace the product (subject to availability);
4. offer an alternative product; or
5. offer a partial or full credit voucher or refund.

Making a warranty claim for product defect

1. Warranty claims request should be sent to info@remotecountry4x4.com.au
2. The following should be included in the message:
1. Receipt and order number
2. Quantity of product purchased and related issues.
3. an image or video (of acceptable quality) of the product that clearly shows:
1. the fault or damage (if applicable)
2. what part is missing (if applicable);
3. the product in the original packaging (if applicable); and/or
4. the product’s instruction manual with the fault.  In addition, please provide a brief explanation of the fault, your concern and what you would like from the claim request example; repair, replacement, or refund.
3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults.
4. A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement, or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
5. Customers may be required to return the product to us unless not instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided or incorrect or different label is use other than one supplied.
6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
7. Any delivery delays please seek information on our shipping policy at https://remotecountry4x4.com.au/policies/shipping-policy

 For processing and payment return times please seek information at our refund policy https://remotecountry4x4.com.au/policies/refund-policy

Product recalls

1. In the event of a product recall, we will advise you via email of the relevant procedure.