1. Returns

At Vilden, we stand behind the quality of the outdoor and 4WD products we sell. We accept returns in accordance with the conditions below and your rights under the Australian Consumer Law.

Returns may be accepted where:

• The product is faulty or defective

• The product does not meet the consumer guarantees required under Australian Consumer Law

• An incorrect item was supplied

• A return is otherwise required under Australian Consumer Law

• You request a change-of-mind return within 30 days of delivery and the return conditions below are met

To initiate a return, please contact us at info@vilden.com.au with:

• Your order number

• Details of the item

• Reason for the return

Once your request has been reviewed, we will provide a Return Authorisation, along with the appropriate return address and instructions.

All returns must be approved before being sent. Items returned without prior authorisation may not be accepted. As we work with multiple suppliers, return addresses may vary depending on the product.

Return Conditions

For change-of-mind returns, items must:

• Be unused and in their original condition

• Be in their original packaging

• Include all original components, accessories and documentation

• Be in a resalable condition

• Not have been installed, assembled, modified or exposed to outdoor conditions

Change-of-mind returns that do not meet these conditions may not be accepted.

These conditions do not limit or exclude any rights you may have under the Australian Consumer Law.

Return Shipping

For approved change-of-mind returns, customers are responsible for return shipping costs.

If a product is confirmed to be faulty, defective, incorrectly supplied, or otherwise covered by the Australian Consumer Law, Vilden will arrange or reimburse reasonable return shipping costs as required.

Customers are responsible for ensuring change-of-mind returns are securely packaged and remain their responsibility until received by Vilden or the relevant return location. Vilden is not responsible for items lost or damaged in transit where the customer has arranged the return shipping.

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

For approved change-of-mind returns, refunds will generally be processed within 5–10 business days after the returned item has been received and approved.

Approved refunds will generally be issued to the original payment method. Store credit may be offered as an alternative where appropriate and agreed to by the customer.

Where a refund or other remedy is required under the Australian Consumer Law, Vilden will provide the applicable remedy in accordance with those requirements.

1.1 Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, you may be entitled to a repair, replacement or refund where a product fails to meet the consumer guarantees.

If a product has a major failure, you may be entitled to a replacement or refund and, in some circumstances, compensation for reasonably foreseeable loss or damage.

For a failure that does not amount to a major failure, you may be entitled to have the product repaired or replaced.

Nothing in this policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law.

1.2 Manufacturer's Warranty

Some products may include a manufacturer's warranty in addition to your rights under the Australian Consumer Law.

Warranty periods, terms and coverage vary depending on the product and manufacturer. Where applicable, warranty coverage begins from the date of purchase.

Some warranty claims may require assessment by the supplier or manufacturer before a remedy is provided.

Where a warranty claim is separate from your rights under the Australian Consumer Law, the applicable manufacturer's warranty terms will determine the warranty claim process, including any applicable return shipping arrangements.

Your rights under the Australian Consumer Law continue to apply regardless of whether a manufacturer's warranty is provided.

Contact Us

For any questions regarding returns, refunds or warranty claims, please contact us at:

info@vilden.com.au