Return Process and Policy
We encourage customers to re-read our Return Policy below.
In the first instance, we request customers submit a Return Authority Request using our online form at the bottom of this page. We will contact you after we have received this and will endeavour to respond within 2-3 business days. If you do not receive a response within this timeframe, please check your junk/spam folder and if still no correspondence is found, call us on (07) 5493 1400 and quote your order number.
The Return Authority Request form will require some or all of the following details, so please have them handy before commencing:
- Invoice or Order Number
- The date you received the goods
- Details of the issue, including Photos of the item/s to support your claim
Note: Many items sold by Coverworld are made by a third party manufacturer and they may have some specific returns conditions before accepting the item back for a return, repair or replacement. In such cases we shall be submitting your information to the manufacturer so that you can communicate with them about the returns request. It is likely that most manufacturers will require that you send the item back to them for repair or inspection.
You can find our full Terms & Conditions here. These should be read in conjunction with the below as importantly, the below summary does not superseded the full Terms and Conditions.
We offer you 7 days to inspect the goods that you have purchased according to our standard trading Terms. Some items have specific warranty, terms and returns policies; these are detailed on the individual product page and can always be viewed before purchasing upon request. Day 1 commences on delivery day. If your item is supplied in retail packaging you should carefully open your order as returns must be sent back in original condition and packaging.
If you change your mind about your purchase of a ready-made product/cover, you may be entitled to send the goods back to us upon approval. You must first complete a Returns Authorisation Request within 7 days of receipt of your goods (NB: Receipt is deemed as the date the parcel is delivered to you according to freight tracking details).
As long as you have contacted us for a Returns Authorisation with within 7 days and you have received from us a formal approval to return the goods with an RA number (sent via email), you will be entitled to a refund for the goods upon satisfactory inspection of the goods (being in new, original condition and with original packaging) excluding freight charges as well as a restocking fee.
Excluded Items Not Available for Return Outside Statutory Conditions
Note that we are unable to accept returns or make exchanges for prodcuts that have been custom-made, made-to-order or are goods imported from the USA (outdoor covers, marine covers and some RV covers).
Restocking Fees and Return Freight Costs
Goods that we accept and provide formal approval for return/exchange (with an RA number) are subject to a 15% restocking fee (minimum $25 charge), except in the case of tonneaus which incur a flat $50 restocking fee. The value of the item/s less restocking fee will be refunded/credited, usually within 5 business days. Shipping & Handling costs, including freight insurance, are not refundable.
Customers will also need to arrange their own tracked freight/postage to any return addresses provided by Coverworld.
If exchanging or using the credit towards another purchase, freight on the subsequent order will be billed to the customer as normal.
Why we charge a restocking fee
We charge a restocking fee to cover some of the costs associated with your item being returned, through the process the following steps are carried out:
- Original Contact with Coverworld and Returns Authorisation case created.
- Upon RA approval, customer to arrange freight of goods, sufficiently packaged in original packaging as required, to the location nominated at the discretion of Coverworld.
- Goods received into the warehouse are inspected to be in saleable and original, unused condition before being put back into stock.
- Processing of credit and refund or exchange.
The restocking fee simply reimburses us for some of our associated costs for accepting your return due to change of mind or your ordering error.
Items that cannot be returned
If you change your mind about a custom-made / made-to-order product/cover, in most cases they cannot be returned. If you are not sure about the custom-made or made-to-order item that you are purchasing is the correct product/cover for your needs, you should contact us prior to ordering.
If you have ordered a custom made-to-order item and it has a manufacturing defect (eg. stitching has come loose), then this will be repaired (not replaced) for you.
If you have ordered a custom made-to-order item where we have requested some specific information before manufacturing commences (such as you completing a specific measurement form) then it is usually possible for the items to be repaired / altered if you have made an order error. (For example, an order for custom made-to-order seat covers is placed and on your original information form you have stated 2 rear headrests when in fact you need 3 rear headrests. In this cause because of the manufacturing error being caused due to an ordering error there will be additional charges for alterations or repairs. Most manufacturers will make alterations or corrections on a materials time and cost basis, and can vary between each manufacturer. We will confirm this amount before goods are taken back.)
You must request and receive approval of a Return Authorisation before sending anything back to us
For all changes of mind or your order error, a restocking fee applies and freight costs will be not be reimbursed. Goods will not be accepted into our warehouse without an authorisation number. Any goods returned should be in the original, new condition as they were delivered, with original packaging and they must be unused.
If we issue a Returns Authorisation and receive goods that are not in their original new condition then no refund will be issued and the goods will remain in our warehouse until you arrange for them to be picked up. The product and its packaging must be unused, in its original condition and not dirty or damaged.
Sending goods back to us
It is your responsibility to arrange for the item/s to be sent back to our warehouse or any other location at our discretion, at your cost.
Items must be Returned within 28 days from approval of your Return Authorisation Request. Items will not be accepted more than 28 days after the Return Authorisation approval date.
We understand that some customers request that we arrange collection of the items from you via our nominated courier service however this is not always possible. If we are able to arrange the collection then extra charges can be incurred as per charges made by our courier service. If you would like us to arrange for a freight collection from your address we charge freight at cost + $20.00 for a freight collection handling charge.
All returned items will be inspected for signs of usage or installation. If the item returned is not returned in its original condition then Coverworld reserves the right not to offer an exchange voucher or refund for change of mind returns. In such cases the goods will be inspected by more than one person and photographic evidence will be taken of the reasons why a refund is not authorised.
We will refund your original purchase less any restocking or shipping/handling/freight insurance costs via the same method that you originally paid us. For example, if you have paid us via Pay Pal we will refund via Pay Pal; if you have paid by direct bank deposit, we will refund via direct bank deposit. Payments made over the phone to us by credit card cannot be refunded back in the same way and in those situations, customers must provide a nominated bank account for the refund to be sent to.
Refunds can take up to 5 working days to be processed after inspection of goods received back into our warehouse.
Return Request Form