Warranty & Returns - Trak Racer

Warranty & Returns

WHAT can be returned? All products sold by Trak Racer are covered by a minimum of 1 YEAR. Check the item description for accurate warranty information. WHEN do items need to be returned by? If returning due to a change of mind the items must not be installed and returned within 14 days of receiving. If outside the 14-day return period there is a 10% restocking fee and all items must be brand new. If returning for repair/replacement, goods should be returned within the warranty period. WHERE do items need to be returned to? Please contact us with details of the issue/return request and we will send you a return form that must be included and posted to the address on the form. HOW do customers return items? Trak Racer must first be contacted with details of the problem. If we cannot resolve with the product in your possession we will send you a return form and return number to get the goods back to us via post. Packing materials? Please return items in their original packaging. What is the returns process period? Once we receive goods back they are externally and internally examined to match serial numbers with what was sent to you and check if the issue is manufacturer fault, customer fault or no fault at all. The return process normally takes 1-2 weeks. How do I return an item? We want you to love your Trak Racer product. We are happy to exchange or refund any part of your online order that you are not satisfied with (within 14 days, subject to terms and conditions). Trak Racer guarantees that all items sold are brand new (unless otherwise specified) and quality tested before shipment. Our Warranty Policy Trak Racer products are covered by a minimum 1-year warranty from the original purchase date. All items should be ‘bench tested’ before installation. Although all items are quality inspected before shipping some items may be mishandled during shipping and cause failure – we pack well to minimize this risk. Trak Racer will under no circumstance cover costs associated with installation/any labor from an installer not recommended/approved by Trak Racer. Trak Racer covers the product warranty/postage costs (to and from the purchaser) only. Return Authorisation Form Following any repairs or replacement, you will be covered by a minimum 1-month warranty or the remainder of your new product warranty, whichever is greater. If you do find a product purchased from Trak Racer becomes faulty within 12-months of your purchase, simply send the faulty part back for repair or replacement (at our discretion) along with a completed Return Authorisation Form as supplied by Trak Racer. Non-manufacture faults (neglect, improper installation, misuse or incorrect service) and consumables are not covered by this warranty. If a non-manufacturing fault is found during Trak Racer inspection, Trak Racers will request from the purchaser the repair/inspection cost plus two-way postage before the product is returned. Note. The limited Trak Racer warranty is not transferable and all warranties should be handled through the original purchaser. Trak Racer reserves the right to refuse warranty in such cases. Our Returns Policy If you are not completely happy with your purchase you can return it to us, provided the following conditions are met: You must return your order within 14 days of the dispatch date. The item/s must be unused/not installed. All accessories must be returned. If the item/s have been used a restocking fee may apply following a detailed inspection of the product to ensure: The item is from Trak Racer by checking the software serial numbers with our database. Internal/external damage has not been caused due to improper installation, misuse or incorrect service. Making a Return To return merchandise to our online store simply complete the Return Authorisation Form available by first emailing support@trakracer.com.au with a detailed explanation of the problem and photos/videos if you think this will speed up our understanding of the problem. The completed form will need to be enclosed with your order, securely packed and posted back to the address on the Return Form provided by Trak Racer. Please ensure adequate postage is affixed, as Cash on Delivery returns will not be accepted. We also recommend you send your return back via a trackable method of postage, as Trak Racer will not be responsible for lost or missing parcels, and all goods are your responsibility until they reach our warehouse. IMPORTANT. Returns without a Return Authorisation form included will be returned to at the customer’s expense. Return Credits We will credit your original method of payment, excluding postage charges unless otherwise agreed to. The refund will be processed once your goods are received into our warehouse and checked. Goods must be 100% complete and in the same condition you received them in. Please note that it may take up to 4 working days for the refunds to show in your account. Faulty Items Trak Racer does its best to ensure that all customers receive top quality and faultless products. In the situation where you believe that a product is faulty, or different from the description provided on the website, please contact Trak Racer Support Centre, and we will resolve the issue as quickly as possible. If you feel that your return falls outside of our policy, then please contact the Trak Racer Customer Support Centre via support@trakracer.com. If you feel that photos or videos of the problem will help Trak Racer in the first instance please ensure these are included in your first communication to support@trakracer.com.au