Understanding Our Return Policy
Shipping Information
We recognize the challenge of sourcing high-quality parts at reasonable prices. Our mission is to provide dependable components at prices accessible to everyone. Each week, we dispatch numerous items using a variety of courier services. It’s important to note that standard courier services typically do not include freight insurance for our larger product range.
While we do offer shipping for these products, please be aware that these items are shipped at the buyer’s risk. If you order a panel or similar large item, and it incurs damage during transit, the responsibility rests with the buyer. We assure you that we ship brand-new products, meticulously checked and packaged at our distribution center to leave in pristine condition. We implement rigorous checking, packing, and wrapping procedures to minimize the risk of transit damage. However, despite our best efforts, damage can occasionally occur. We are committed to transparency and want our customers to understand that a risk of damage during shipping always exists, and in such instances, liability transfers to the buyer.
Certain shipping and courier companies offer shipment insurance as an optional extra. If you wish to add insurance to your shipment, please contact us within 24 hours of placing your order to arrange and pay for this additional coverage.
To initiate a return, please send your item to the following address:
Please note that refunds will not include shipping and handling fees initially charged, as indicated on the packaging slip or invoice. All return shipping costs must be prepaid and insured by you. You are responsible for any loss or damage to the hardware during the return shipment. We cannot guarantee receipt of your returned item. Shipping and handling fees are non-refundable. Any refunded amount will exclude the original shipping cost.
Returns, Repairs, and Service Procedures
The resolution we can offer at Euro Kustoms depends on the nature of any identified fault. In some cases, to accurately diagnose the issue, the item may need to be returned for assessment. Please refer to the “RETURNING ITEMS” section below for details regarding shipping costs associated with returns.
Once the fault or issue is clearly understood, Euro Kustoms may offer replacement parts to the customer. We are also open to discussing alternative solutions to ensure mutual satisfaction.
In situations where a direct replacement isn’t feasible, any refund provided may be less than the original purchase price. This adjustment will take into account any contribution the owner might have made to the fault or failure of the product.
If it is determined that the customer contributed to the product failure, or provided misleading information about the issue, Euro Kustoms reserves the right to reject the warranty claim. If a warranty claim is denied, the item will be returned to the customer, and the customer will be responsible for the return shipping costs. These costs will not exceed the original shipping fee. If the initial purchase included free postage, shipping costs for the return will be set at 20% of the item’s original cost. Payment for return shipping is required within 14 days of notification of warranty rejection. Storage fees will apply after this period.
If Euro Kustoms is owed payment for replacement parts or postage due to incorrect product fitting by the customer, we reserve the right to hold the item until payment is received. Storage fees, calculated at 5% of the original product cost, will be applied after 14 days until the credit expires.
The product warranty will be considered void if the item has been modified, altered, or tampered with by any individual or entity not authorized by Euro Kustoms service.
Under no circumstances will Euro Kustoms be liable for any labor costs associated with fitting or refitting a faulty product.
In the event of an incorrect purchase or if Euro Kustoms ships an incorrect part, we will collaborate with the customer to resolve the issue. Responsibility for costs will be assigned to the party at fault. If Euro Kustoms is responsible for sending the wrong item, we will work with the customer to either exchange it for the correct part or process a refund for the order amount only. Euro Kustoms will not be responsible for covering any additional labor costs incurred.
If a part has been altered from its original condition in any way, the warranty, return, or exchange options may be invalidated.
**Please ensure you review the “RETURNING ITEMS” information below before initiating any product return.**
Returning Items – Step-by-Step Guide
Should you need to return an item for any of the reasons outlined above, please follow these steps:
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Contact Us Via Email: Email [email protected] and include your order number, a list of the item(s) you wish to return, and a detailed explanation of the reason for the return.
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Await Return Authorization: Our customer service team will review your email. If your return is approved, we will issue a Return Merchandise Authorization (RMA) number, which will serve as your return invoice number. This RMA number must be clearly marked on the address label of your return package. We will also provide you with all other necessary return instructions at this stage.
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RMA Requirement: Please be aware that Euro Kustoms will not accept any returned items that do not have a clearly visible RMA number attached to the packaging.
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Freight Arrangements: To continue offering the most competitive prices, freight arrangements for returns depend on the time elapsed since the original purchase date. Specific details regarding freight will be provided with your RMA instructions.
Dispatch and Delivery Times
Orders are typically dispatched within 1 to 5 business days after payment has been successfully processed. However, please allow approximately 7 to 10 business days for delivery to your location. Buyers will be provided with a unique tracking number to monitor their delivery online.
It is the buyer’s full responsibility to ensure that the correct delivery address and mobile phone number are provided on the checkout page prior to completing payment. While courier services (excluding Australia Post) often attempt to contact the buyer before delivery, this is not always guaranteed.
Address changes requested after checkout are not considered valid.
Euro Kustoms is not responsible for any delays, losses, or damages to items resulting from delivery address changes made after checkout or errors in the delivery information provided by buyers. This also includes failure to provide a working phone number, which is crucial for facilitating the delivery of bulky freight. Please note that PO Boxes are not suitable for items exceeding 25kg or 1 meter in length. For large or bulky items, we strongly recommend using a workplace address for delivery.
For deliveries handled by Australia Post, a notification card may be left in your mailbox if you are not available to receive the item, indicating that it is available for pickup at your local post office.
A redelivery fee will be applied to buyers for items that are undeliverable and/or returned due to an incorrect delivery address or unsuccessful delivery attempts. Deliveries are scheduled during standard business hours (9 am to 5 pm) on weekdays only. Delivery services are not available on weekends, public holidays, or outside of business hours.