Delivery & Returns – Aussie Outboard

Our Commitment

At Aussie Outboard, we want you to be completely satisfied with your purchase. This policy explains your rights and our processes for returns, refunds, and exchanges. We comply fully with Australian Consumer Law and aim to make returns as straightforward as possible.

1. Your Rights Under Australian Consumer Law

1.1 Consumer Guarantees

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement for minor faults (at our discretion)

1.2 Major Failures Include

  • Product is significantly different from description
  • Product is substantially unfit for its normal purpose
  • Product is not of acceptable quality
  • Product is unsafe

2. Change of Mind Returns

2.1 30-Day Return Period

We offer a 30-day change of mind return policy from the date of delivery, subject to the following conditions:

Eligible for Return:

  • Unused and unopened products in original packaging
  • All original tags, labels, and protective materials intact
  • Proof of purchase provided
  • Products not on the excluded list below

Return Process:

  1. Contact us within 30 days of delivery
  2. Obtain a Return Merchandise Authorization (RMA) number
  3. Package items securely in original packaging
  4. Include all accessories, manuals, and documentation
  5. Ship to our returns address with RMA clearly marked

2.2 Change of Mind Costs

  • Return shipping: At your expense
  • Restocking fee: 15% of purchase price
  • Refund timeframe: Within 14 days of receiving returned goods
  • Refund method: Original payment method

2.3 Products Excluded from Change of Mind Returns

  • Installed or used outboard motors
  • Products removed from original sealed packaging
  • Custom-ordered or special-order items
  • Clearance, sale, or discounted items
  • Hazardous materials (oils, batteries, fuel)
  • Electronic items with broken security seals

3. Faulty or Damaged Products

3.1 Reporting Issues

Delivery Damage:

  • Inspect all items immediately upon delivery
  • Report damage within 48 hours
  • Take photos of damaged packaging and products
  • Keep all packaging materials

Product Faults:

  • Contact us as soon as fault is discovered
  • Provide detailed description and photos
  • Keep proof of purchase
  • Do not attempt unauthorized repairs

3.2 Our Response to Faults

We will assess the issue and may:

  • Repair the product
  • Replace with identical or equivalent item
  • Provide a full refund
  • Offer store credit (with your agreement)

3.3 Warranty Returns

What We Cover:

  • Return shipping for genuine warranty claims
  • All labor and parts under manufacturer warranty
  • Testing and diagnosis
  • Replacement if repair not viable

Processing Time:

  • Replacement: Subject to stock availability
  • Assessment: 2-5 business days
  • Repair: 5-15 business days (depending on parts)

4. How to Return Products

4.1 Step-by-Step Process

Step 1: Contact Us

Step 2: Provide Information

  • Order number or invoice
  • Reason for return
  • Photos (if damaged/faulty)
  • Preferred resolution

Step 3: Receive RMA Number

  • Wait for approval (1-2 business days)
  • Receive RMA number and instructions
  • Print return shipping label (if provided)

Step 4: Package Items

  • Use original packaging when possible
  • Include all accessories and documentation
  • Secure items to prevent damage
  • Attach RMA number clearly on outside

Step 5: Ship Products

  • Use trackable shipping method
  • Insure high-value items
  • Keep tracking information
  • Email tracking details to us

4.2 Return Address

Aussie Outboard Returns Department
+61 3 9917 6232
14/141 Taren Point Rd
Caringbah NSW 2229
Australia

5. Refund Process

5.1 Refund Timing

  • Inspection period: 2-5 business days after receipt
  • Refund processing: 2-5 business days after approval
  • Bank processing: Additional 3-5 business days

5.2 Refund Methods

  • Original payment method (preferred)
  • Store credit (may include bonus value)
  • Exchange for different product
  • Bank transfer (special circumstances)

5.3 Partial Refunds

May apply for:

  • Restocking fees
  • Items returned after 30 days
  • Missing original packaging/accessories
  • Signs of use or installation

6. Exchanges

6.1 Direct Exchanges

  • Available for faulty items only
  • Subject to stock availability
  • Difference in price may apply
  • Free shipping on exchange item

6.2 Size/Model Exchanges

  • Treated as return and new purchase
  • Standard return conditions apply
  • Customer pays shipping both ways

7. Special Considerations for Outboard Motors

7.1 Pre-Delivery Inspection (PDI)

  • Motors with PDI are considered “used”
  • Cannot be returned for change of mind
  • Warranty still applies fully

7.2 Installation Impact

Once installed, motors cannot be returned unless:

  • Major failure under warranty
  • Significant fault present before installation
  • Authorized dealer confirms manufacturing defect

7.3 Serial Number Requirements

  • All returns must have intact serial numbers
  • Tampered serial numbers void return rights
  • We record all serial numbers at dispatch

7.4 Commercial Use

  • Different warranty terms may apply
  • Extended warranty options available
  • Commercial use must be declared

8. Non-Returnable Items

The following items cannot be returned:

  • Used outboard motors (except warranty claims)
  • Hazardous materials: Oils, lubricants, batteries
  • Custom orders: Special colors, modifications
  • Consumables: Filters, spark plugs (unless faulty)
  • Digital products: Software, maps, charts
  • Clearance items: Marked as final sale

9. Damaged or Lost in Transit

9.1 Our Responsibility

We will replace or refund items that are:

  • Lost in transit (with our carrier)
  • Damaged due to inadequate packaging by us
  • Delivered to wrong address (our error)

9.2 Your Responsibility

You bear risk for:

  • Items returned without RMA number
  • Inadequate packaging on returns
  • Uninsured valuable returns
  • Use of non-approved carriers

10. International Returns

  • International customers pay all return shipping
  • Customs duties and taxes non-refundable
  • Extended processing times apply
  • Currency conversion at current rates

11. Preventing Returns

Before Purchasing:

  • Check specifications carefully
  • Confirm compatibility with your boat
  • Ask questions if unsure
  • Read customer reviews

After Receiving:

  • Inspect immediately
  • Read instructions before use
  • Contact us with any concerns
  • Register warranty promptly

12. Contact Our Returns Team

Phone: +61 3 9917 6232
Email: returns@aussieoutboard.com
Hours: Monday-Friday 9:00 AM – 5:00 PM AEST

Please Have Ready:

  • Order/invoice number
  • Product details
  • Reason for return
  • Photos (if applicable)

13. Dispute Resolution

If you’re not satisfied with our return decision:

  1. Ask to speak with a manager
  2. Submit written appeal with evidence
  3. Contact your state consumer affairs
  4. Lodge complaint with ACCC if needed

14. Policy Updates

This policy may be updated periodically. Check our website for the latest version. Purchases are subject to the policy in effect at time of purchase.

Aussie Outboard Pty Limited
ACN 002 827 165
ABN 19 090 470 312

This policy forms part of our Terms & Conditions and should be read in conjunction with our Warranty Policy and Terms of Service.

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