Purchases from us here are final, and as such returns are agreed to solely at the discretion of the VAG Garage Australia PTY LTD. If an agreement is made, the product must be unused, and in its original condition. Request for refund/exchanges should be strictly made within a 7 day period from date the product was received.
If you have an issue with your product please email our customer service team at info@vaggarage.com.au so we can help resolve your matters. Receipt has to be in the original customer's name.
Shipping Costs and additional shipping fees in rural areas.
Shipping costs are charged to almost all products that are listed within our website. Shipping costs may include additions when products are combined. All shipping cost are subject to change if the incorrect shipping fee has been generated on the website or if the courier has a surcharge due to shipping outside of their normal operating zones.
Shipping Carriers and Combined Products
The shipping carriers available on our website is set by default to selected products. For all small products AUSPOST standard or express is used. For bulkier items such as intake systems and downpipes a courier will be required. In order to reduce additional fees with shipping, most products are under one weight category. Therefore, when selecting AUSPOST express this is only applicable for smaller items.
Returns Processing Times and Method
Refunds are only to be processed once the product has been returned and inspected by the management team within 14 business days. We do not allow returns of change of circumstances, change of mind or orders outside this 14 day period.
If you have purchased a product incorrectly, shipping fees will be at buyers expense. A restocking fee of 15% will be charged for change of mind or change of circumstances. We strictly do not accept returns outside of this 14 day period.
Once we have accepted and agreed on the return you will be provided a Return/Exchange Form that has to be printed out and signed and attached with the return parcel.
Photographic evidence for damaged goods during transit
If you have received your product and believe it has been damaged during transit you must contact us immediately of the date of receiving goods.
For damages during transit we require photographic evidence in forms of photos and/or videos to be claimed by third party couriers.
Parts damaged during installations
For parts that are damaged during installations; we will not be held liable to accept refunds or exchanges. If (1) the parts have not been installed correctly by a certified professional. If (2) the customer has incorrectly broken the part with improper installation.
Products lost or stolen during transit
If your products have been lost or stolen during transit we can be liable for $100AUD to reimburse the losts. Otherwise, if you would like signature on delivery please contact us via email. We cannot be liable for all lost goods during transit when this is the carriers fault. If you believed that your parcel has been stolen please contact your local police station.
Incorrect parts purchased
If you have purchased an incorrect part you must notify us within 3 days of receiving the part. It will be the buyer's responsibility to ship the part back to the origin depending if we stock this or it's shipped from our supplier. The buyer will be responsible for shipping fee whether interstate or international. A 15% restocking fee will be charged on all parts incorrectly purchased that we stock and 20% on parts that are sent from suppliers.
Cancelling Backorders
If your product is on backorder stated in the product availability, and you have made an order but do not wish to go ahead with it. A 15% restocking fee will be charged, excluding on return shipping fees with backorder parts that are not usually in stock. International return shipping fees are more than the Australian flat rate shipping fee charged on our website. It is the buyer's responsibility to make a clear decision when purchasing backorder parts that are not usually kept in stock.
Shipping costs associated with returns
Shipping costs for returns/exchanges are the buyer’s responsibility. Upon receipt of the product, and agreement from the VAG Garage Australia management team that the product is in original condition (as outlined above). Shipping costs are usually not refunded with returns. Please note that if you need to return a product back to the US, shipping costs are the buyer's responsibility as the shipping cost is usually embedded within the product price. Please note that the shipping price will be more than the flat rate Australian shipping rate.
Additional charges and fees associated with returns
Depending on your payment method, there will be small deductions made due to transactional fees with third-party payment provider.
We cannot guarantee a 100% refund with BNPL and credit card payment options. BNPL and credit card payment refund options will deduct a total of 6% and 3.5% respectively.
Incorrect applications associated with returns
All of our products are designed and tested to fit with the OEM body/coachwork, as outlined in the product descriptions. Refunds/exchanges will not be granted for incorrect application of one of our products. If unsure whether a product will fit your car, please contact us directly prior to finalising your purchase.