Refund policy
1. Returns
At Vilden, we stand behind the quality of our outdoor and 4WD gear. Due to the nature of our products, all sales are considered final except in the following circumstances:
- The product is faulty or defective
- The product does not perform as reasonably expected
- An incorrect item was supplied
- A return is required under Australian Consumer Law
- You request a return within 30 days of delivery (change of mind)
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 is reviewed, we will provide a Return Authorisation along with the correct return address and instructions.
Please note that all returns must be approved before being sent. Items returned without prior authorisation will not be accepted. As we work with multiple suppliers, return addresses may vary depending on the product.
Return Conditions
To be eligible for a return, items must be unused, in their original packaging, and in resellable condition. Items must not have been installed, assembled, or exposed to outdoor conditions.
Return Shipping
Customers are responsible for return shipping costs for change-of-mind returns. If a product is confirmed to be faulty or incorrect, Vilden will cover reasonable return shipping costs. Customers remain responsible for returned items until they are received and inspected, and Vilden is not liable for any items lost in transit.
Refunds
Once a returned item is received and inspected, we will notify you of the outcome. If the return is approved, refunds will be processed within 5–10 business days and may be issued to the original payment method or as store credit, where applicable.
1.1 Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Competition and Consumer Commission. You are entitled to a replacement or refund for a major failure, as well as compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes your rights under Australian Consumer Law.
1.2 Manufacturer’s Warranty
Some products may include a manufacturer’s warranty in addition to your rights under Australian Consumer Law. Warranty periods vary depending on the product and supplier, and coverage begins from the date of purchase. In some cases, warranty claims may require assessment by the supplier or manufacturer. Unless otherwise stated, customers are responsible for the initial return shipping costs associated with warranty claims. If the item is confirmed to be faulty, reasonable shipping costs may be reimbursed.