Australian warranty support

When you purchase from Euro Car Upgrades, you have access to local assistance if something goes wrong with your product.

Our team will review the information you provide, help determine whether troubleshooting is required and advise whether the product needs to be returned for inspection or assessment.

Coverage and available remedies depend on the product, the nature of the problem, any product-specific warranty conditions and your rights under applicable law.

Australian Consumer Law

Our goods and services come with consumer guarantees that cannot be excluded under Australian Consumer Law.

Depending on the circumstances, you may be entitled to a repair, replacement, refund, resupply of a service or another appropriate remedy.

Consumer guarantees apply separately from any express product warranty or manufacturer warranty. An expired express warranty does not automatically remove any rights that may continue to apply under Australian Consumer Law.

How to submit a request

1. Complete the online form.
   Submit our warranty and return request form with your order and product details.

2. Describe the problem clearly.
   Explain what the product is doing, when the problem started and any troubleshooting already completed.

3. Provide supporting evidence.
   Include photographs, videos, fault codes, diagnostic information or installation records where relevant.

4. Wait for return instructions.
   Please do not send the product back until our team has reviewed your request and confirmed the next step.

Start a Warranty or Return Request

Information we may require

Depending on the product and reported issue, we may ask you to provide:

• your order number or other proof of purchase;
• the product name, model or part number;
• your vehicle make, model, year and relevant specifications;
• a detailed description of the fault;
• photographs or video showing the problem;
• diagnostic reports or fault codes;
• evidence of professional installation; and
• details of troubleshooting already completed.

Providing complete and accurate information helps us review your request more efficiently and may avoid the need to return the product.

Installation requirements

Products requiring installation must be installed by a suitably qualified installer. Please retain the installer’s invoice and any relevant diagnostic, coding or programming records.

We may request installation evidence where the reported problem could relate to wiring, coding, compatibility, vehicle configuration or the installation process.

A warranty or return request may be affected where a product has been:

• incorrectly installed;
• misused or physically damaged;
• modified or dismantled;
• used outside its intended application;
• fitted to an incompatible vehicle; or
• used contrary to the product instructions.

This does not limit any rights that cannot be excluded under Australian Consumer Law.

Returning a product for assessment

Please do not return a product until our team has reviewed your request and provided return instructions.

If a return is required, the product must be packaged carefully to protect it from damage during transport. Where available, use the original packaging and include any accessories or components requested by our team.

Returned products should be sent using a tracked delivery service and adequately insured where appropriate. Please retain the tracking information until the request has been completed.

Return freight arrangements depend on the reason for the return, the assessment outcome and any rights applying under Australian Consumer Law.

Product assessment

Some problems can be resolved through troubleshooting, configuration, coding or additional technical information without returning the product.

Where physical inspection or testing is required, we will assess the product after it has been received. We may also need to obtain information or an assessment from the manufacturer or supplier.

We aim to process claims within approximately two weeks after receiving the information and product required to complete the assessment. Complex technical faults, missing information or external assessments may take longer.

Possible outcomes

The appropriate outcome will depend on the product, the nature of the problem, the assessment findings and your rights under applicable law.

Possible outcomes may include:

• technical assistance or further troubleshooting;
• repair of the product;
• replacement of the product;
• resupply or correction of a service;
• store credit where agreed; or
• a refund where applicable.

A refund is not automatically the appropriate remedy in every case. The available remedy may depend on whether the problem is considered a major or minor failure.