Refund policy

Returns, refunds and exchanges

This policy applies to purchases from TELASS. It supplements, and does not replace, any consumer guarantees or other rights that cannot legally be excluded in the country where you live.

Before your order is dispatched

Contact us as soon as possible if you need to cancel or change an order. We will cancel an unfulfilled order when reasonably possible. Once an order has been dispatched, it cannot normally be intercepted and the return rules below apply.

Voluntary change-of-mind returns

You may request a voluntary change-of-mind return within 30 calendar days after delivery. The item must be unused, uninstalled, undamaged and returned with all original parts, accessories and packaging in resalable condition. Installation marks, vehicle wear, missing parts or damaged retail packaging may make an item ineligible for a voluntary return.

You are responsible for arranging and paying for prepaid, tracked return shipping for a change-of-mind return. Do not send a return until we provide return authorisation and the correct return address. The designated return facility may be in China. We do not accept cash-on-delivery, freight-collect or postage-due returns. Unauthorised or collect-on-delivery parcels may be refused.

Except where applicable law requires otherwise, original outbound shipping charges and non-recoverable customs or payment charges are not refundable for change-of-mind returns. These voluntary conditions do not restrict any mandatory cooling-off or withdrawal right.

UK and European Union withdrawal rights

Where a statutory distance-selling withdrawal right applies, you may notify us within the legal cancellation period and return the goods within the legal return period. You are responsible for the direct cost of prepaid return shipping when the law permits us to allocate that cost to you and we informed you before purchase. We will refund the standard outbound delivery charge when required by law, but any premium paid for a faster delivery service is not refundable beyond the standard-delivery amount. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to inspect the goods.

Faulty, damaged or incorrect items

If an item arrives damaged, is incorrect, or may be faulty, contact us promptly with your order number, a description of the issue, and clear photos or video where reasonably available. Do not install or continue using a product that may be unsafe.

After assessment, we will provide the remedy required by applicable law, which may include repair, replacement or refund. When a return is required for a confirmed fault or our fulfilment error, we will provide a return label or reimburse reasonable return costs where the law requires us to do so. Nothing in this policy excludes Australian Consumer Law guarantees or any other non-excludable consumer right.

Exchanges

For an exchange requested because you selected the wrong model, variant, colour or size, you must pay the tracked return cost and the shipping cost for the replacement item. The returned item must satisfy the voluntary return conditions above. If the exchange is needed because we sent an incorrect item or because of a confirmed fault, we will cover reasonable shipping costs as required by law.

Refused, unclaimed and undeliverable parcels

If a parcel is refused, unclaimed, or returned because the delivery address supplied at checkout was incomplete or incorrect, we may deduct the actual outbound shipping, return shipping, customs charges and carrier fees from any refund where permitted by law and where the failure was not caused by us.

Refund processing

Approved refunds are issued to the original payment method after the return is received and inspected. Bank and payment-provider processing times are outside our control. Please contact us before starting a payment dispute so we can investigate quickly. We may contest duplicate, fraudulent or unsupported chargebacks using order, communication and tracking records, without limiting any lawful right to dispute a genuine unauthorised transaction.

To request a return, contact support@telass.com.au before sending any item. Include your order number and reason for return.