Returns, Delivery & Shipping
Consumer Guarantees
If a product you purchase from us does not meet a consumer guarantee, you are entitled to request a repair, replacement, or refund in accordance with the Australian Consumer Law.
Delivery Availability
We deliver to all valid addresses across Australia. We also ship internationally; however, local customs regulations vary. If your order is returned to us by customs, we can usually offer a refund, provided the item is returned in its original condition.
Delivery Fees
A flat-rate delivery fee applies at checkout. If the actual delivery cost is significantly higher (for example, due to remote locations or large/heavy items), we may contact you to discuss alternatives. This may include modifying or cancelling your order if necessary.
International Shipping
We ship our aftermarket Starlink products worldwide.
Dispatch Times
- In-stock items: Usually dispatched within 1 business day for Express, or 1–3 business days for Regular postage.
- Built-to-order items: Usually dispatched within 2–4 business days after payment has cleared.
Delivery Process
You may provide Authority to Leave (ATL) the item at your nominated address at your own risk. If no authority is provided and no one is available to accept the delivery, or if a safe place cannot be found, we will contact you to arrange re-delivery or collection from your local post office or courier depot.
Anyone at your nominated address who accepts delivery is deemed authorised to do so. Proof of identity or age may be required.
Note: While Australia Post is commonly used, we may substitute alternative courier services if requested by you or required for urgent delivery. Additional costs may apply.
We are not liable for loss or damage after delivery has been made or for delays beyond our control.
Delivery Timeframes
Estimated delivery times are based on Australia Post’s guidelines from Victoria 3195 to your destination postcode. We receive a daily pickup from our business at 3pm Melbourne local time each business day.
Handling time (time from when we process your order until pickup by Australia Post, which occurs at 3pm each business day):
- In-stock items: 1–3 business days after payment clears.
- Backordered items: 3–5 business days.
Delays may occur due to:
- Incorrect or incomplete address details
- Payment or fraud prevention verification
- Backordered or unavailable stock (clearly shown on our store)
- Courier delays, loss, or damage beyond our control
Estimated delivery dates are provided as a guide only. Express orders are always prioritised and processed ahead of standard deliveries both in fullfiment and manufacturing.
Order Tracking
Once dispatched, we generally provide a tracking number and courier details.
- Free shipping orders: Tracking may not be included, as we use the most economical service. If tracking is required, please select a paid shipping option at checkout.
- Regular/Express orders: Postage costs may be slightly higher than competitors because we include full insurance. If a parcel is lost or damaged, we will replace it at no cost to you.
Australia Post must officially declare a parcel lost before a replacement can be sent. We typically send replacements immediately once confirmed, without waiting for insurance reimbursement.
Many online stores make customers responsible for losses unless extra insurance is purchased. We include insurance automatically for your peace of mind.
Lost, Stolen, or Damaged Orders
- Lost/Stolen: Contact us if your order has not arrived within the estimated timeframe and tracking shows no movement through the network.
- Damaged/Incorrect: Contact us immediately if any item is delivered damaged, faulty, or incorrect.
Returns & Exchanges
Most returns are accepted provided the product and packaging are unused in a new or slightly used condtion.
Return Window
Returns are accepted within 28 days of purchase unless otherwise required under Australian Consumer Law.
Who Pays Return Postage
- Change of mind: Customer pays return postage.
- Our error (incorrect or faulty item): We cover both return and replacement postage.
Restocking Fee
A 25% restocking fee applies to change-of-mind returns. Shipping costs are non-refundable.
Refund Processing Time
Refunds are processed within 3 business days of the item being received and inspected.
How to Return
- Email [email protected] with your order number, reason for return, and photos (if applicable).
- We’ll confirm eligibility and provide return instructions (RMA details and return address).
- Pack the item securely in its original packaging, including all accessories/manuals.
- Return using a trackable service and retain your lodgement receipt.
Exclusions
- Used or installed products (unless faulty under ACL)
- Custom-made or specially ordered items
- Clearance or sale items
Click & Collect
You can return or collect orders in person at our Braeside, Victoria retail store during business hours.
If the retail store is closed, do not visit the factory location unless directed to — factory staff are dedicated to manufacturing and vehicle fitouts and cannot assist with retail pickups or returns.
Customer Support
Our customer service team is available during business hours:
📞 (03) 8764 0071
📧 [email protected]
This policy is intended to be read alongside our Terms of Service and Privacy Policy. Nothing in this policy limits your rights under the Australian Consumer Law.
