Money Back Guarentee Policy

Effective Date: 20/04/2024

Last Updated: 14/12/2025

1. Introduction

My Garage Hero Pty Ltd (ABN 92 682 656 051), trading as My Garage Hero ("My Garage Hero", "we", "us", "our"), offers a 30-day money back guarantee on eligible products purchased directly from our official website or authorised resellers, subject to the terms and conditions set out in this policy.

This policy applies to change of mind returns and refund requests. For defective products or warranty claims, please refer to our separate Warranty Policy.

2. Definitions

In this policy:

"Business Day" means a day that is not a Saturday, Sunday, or public holiday in New South Wales, Australia.

"Customer" means the original purchaser of a Product from My Garage Hero or an authorised reseller.

"Product" means any My Garage Hero branded product purchased by the Customer.

"Purchase Date" means the date on which the Customer's order was placed, as recorded in our order management system.

"Return Period" means the period of thirty (30) calendar days commencing on the Purchase Date.

"RMA" means Return Merchandise Authorisation.

3. Our Guarantee

We want you to be completely satisfied with your purchase. You are welcome to use and test your Product to ensure it meets your needs. If you are not satisfied for any reason, you may return the Product within the Return Period for a full refund of the Product purchase price, subject to the terms of this policy.

4. Eligibility for Returns

4.1 General Eligibility

To be eligible for a return and refund under this policy, all of the following conditions must be satisfied:

(a) The return request must be submitted within the Return Period (30 days from the Purchase Date);

(b) The Product must be returned to My Garage Hero within the Return Period;

(d) The Product must be returned with its original packaging, including all boxes and protective materials;

(e) All accessories, components, manuals, documentation, and bonus items included with the Product must be returned (see Section 9.2 for missing components);

(f) The Customer must provide valid proof of purchase as described in Section 6; and

(g) The Customer must obtain a valid RMA number and prepaid return label prior to returning the Product.

4.2 Permitted Use

You are permitted to open, use, and test the Product during the Return Period to determine whether it meets your needs. Normal use and testing will not disqualify the Product from being returned, provided the Product remains free from damage as described in Section 4.3.

4.3 Condition Requirements

The Product must be returned in good physical condition. The following will result in a return being rejected:

(a) Scratches, scuffs, or abrasions on the Product surface;

(b) Dents, cracks, chips, or other impact damage;

(d) Burn marks, heat damage, or melting;

(e) Broken, bent, or damaged ports, connectors, or buttons;

(f) Any damage caused by misuse, abuse, or negligence; and

(g) Any modifications, alterations, or tampering.

Normal wear from careful testing (such as minor fingerprints or dust) is acceptable and will not disqualify a return.

4.4 Products Not Eligible for Return

The following products are excluded from this returns policy:

(a) Products with physical damage as described in Section 4.3;

(b) Products returned after the Return Period has expired;

(d) Products purchased from unauthorised sellers, third-party marketplaces, or secondhand sources;

(e) Products marked as "Final Sale", "Non-Returnable", or "Clearance" at the time of purchase;

(f) Gift cards, store credits, or promotional vouchers; and

(g) Products that have been personalised, customised, or made to order.

5. Return Period

5.1 Duration

The Return Period is thirty (30) calendar days from the Purchase Date.

5.2 Deadline

The Product must be physically received by My Garage Hero within the Return Period. It is the Customer's responsibility to ensure the Product is shipped in sufficient time to arrive within the 30-day period.

Returns received after the Return Period has expired will not be accepted, and the Product may be returned to the Customer at their expense.

5.3 Date Calculation

The Return Period commences on the Purchase Date, not the date of delivery or receipt.

6. Proof of Purchase

6.1 Required Documentation

All return requests must include the order number or valid proof of purchase, which may include:

(a) The original order confirmation email from My Garage Hero; or

(b) A tax invoice or receipt issued by My Garage Hero.

6.2 Verification

My Garage Hero reserves the right to verify the authenticity of any proof of purchase. Returns may be refused if proof of purchase cannot be verified or if discrepancies are identified.

7. Return Procedure

7.1 Step 1: Submit Return Request

To initiate a return, the Customer must submit a request through the My Garage Hero Returns and Warranty Centre at:

https://mygaragehero.com/pages/warranty-returns

The return request must include:

(a) The order number;

(b) The Product(s) to be returned; and

7.2 Step 2: Receive RMA and Prepaid Return Label

Upon approval of the return request, My Garage Hero will:

(a) Issue an RMA number; and

(b) Provide a prepaid return shipping label via email.

7.3 Step 3: Package and Ship

The Customer must:

(a) Securely package the Product to prevent damage during transit (we recommend using the original packaging);

(b) Include all original accessories, components, manuals, and packaging;

(d) Drop off the package at any Australia Post retail outlet or collection point.

7.4 Step 4: Inspection

Upon receipt, My Garage Hero will inspect the returned Product to verify that it meets the eligibility criteria set out in Section 4. This inspection will typically be completed within five (5) Business Days of receipt.

7.5 Step 5: Refund or Rejection

(a) If the Product passes inspection, a refund will be processed in accordance with Section 9.

(b) If the Product fails inspection due to damage or other ineligibility, the return will be rejected, and the Customer will be notified. The Customer may request the Product be returned to them at the Customer's expense, or the Product may be disposed of if the Customer does not respond within fourteen (14) calendar days.

8. Shipping

8.1 Return Shipping

My Garage Hero will provide a prepaid return shipping label for all eligible returns. The Customer is not required to pay for return shipping.

8.2 Original Shipping Costs

Original shipping charges paid by the Customer at the time of purchase are non-refundable.

8.3 Risk of Loss

Once the Customer has dropped off the package using the prepaid return label provided by My Garage Hero, risk of loss or damage during transit passes to My Garage Hero. The Customer is not responsible for Products lost or damaged by the carrier during return shipping, provided the prepaid label was used and the Product was properly packaged.

8.4 Proof of Postage

We recommend retaining your drop-off receipt or tracking confirmation as proof that the package was shipped.

9. Refunds

9.1 Refund Amount

The refund amount will be the purchase price of the Product. Original shipping charges are non-refundable.

9.2 Missing Components

If the Product is returned with missing accessories, components, manuals, or packaging, My Garage Hero will:

(a) Deduct the reasonable replacement value of the missing items from the refund amount; and

(b) Process the refund for the remaining balance.

The Customer will be notified of any deductions before the refund is finalised.

9.3 Refund Method

Approved refunds will be credited to the original payment method used for the purchase:

(a) Credit or debit card payments will be refunded to the same card;

(b) PayPal payments will be refunded to the same PayPal account; and

(c) Afterpay, Zip, or other buy-now-pay-later payments will be refunded in accordance with the payment provider's policies.

Refunds cannot be issued to a different payment method, bank account, or third party.

9.4 Refund Processing Time

Refunds will be processed within two (2) Business Days of the return being approved. However, the time for the refund to appear in the Customer's account depends on the payment provider and may take an additional five (5) to ten (10) Business Days.

10. Exchanges

My Garage Hero does not offer direct exchanges. If you wish to exchange a Product for a different item, you must:

(a) Return the original Product in accordance with this policy and receive a refund; and

(b) Place a new order for the desired Product.

11. Cancelled or Refused Deliveries

11.1 Cancellation Before Dispatch

Orders may be cancelled free of charge if the cancellation request is received before the order has been dispatched. Once an order has been dispatched, it cannot be cancelled and must be processed as a return.

11.2 Refused Deliveries

If a Customer refuses delivery of an order, or if an order is returned to us due to an incorrect address provided by the Customer, failed delivery attempts, or unclaimed packages:

(a) A refund will only be issued after the Product is received and inspected;

(b) Original shipping costs are non-refundable; and

12. Promotional and Discounted Items

12.1 Sale Items

Products purchased at a discounted or sale price are eligible for return under this policy, provided they meet all eligibility criteria. The refund amount will be the discounted price actually paid.

12.2 Free Gifts and Promotional Items

If a free gift or promotional item was included with the purchase:

(a) The free gift or promotional item must be returned together with the main Product;

(b) If the free gift or promotional item is not returned, its retail value will be deducted from the refund; and

12.3 Coupon and Discount Codes

Coupon codes or discounts applied to an order are single-use and will not be reissued or reinstated if a return is processed.

13. Limitation of Liability

To the maximum extent permitted by applicable law:

(a) My Garage Hero's liability in connection with any return is limited to the refund of the purchase price of the Product (less any applicable deductions as described in this policy);

(b) My Garage Hero is not liable for any indirect, incidental, special, consequential, or punitive damages arising from or related to any return, refund, or this policy; and

(c) My Garage Hero is not liable for any loss, damage, or delay caused by the Customer's failure to comply with the return procedure.

14. Governing Law and Jurisdiction

This policy and any disputes arising from it are governed by the laws of New South Wales, Australia. You agree to submit to the exclusive jurisdiction of the courts of New South Wales and any courts competent to hear appeals from those courts.

15. Amendments

My Garage Hero reserves the right to amend, modify, or update this policy at any time without prior notice. Any amendments will be posted on our website and will apply only to purchases made after the effective date of the amendment. The policy terms applicable to your purchase are those in effect at the time of your original purchase.

16. Severability

If any provision of this policy is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be severed or modified to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

17. Australian Consumer Law

This policy is provided in addition to, and does not exclude, restrict, or modify, any rights or remedies you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable consumer protection legislation that cannot be excluded by law.

Under the Australian Consumer Law, consumers have statutory rights including guarantees that goods will be of acceptable quality, match their description, and be fit for any disclosed purpose. These rights exist independently of this policy.

If a Product has a major failure, you are entitled to:

(a) Reject the Product and obtain a refund; or

(b) Reject the Product and obtain a replacement of the same type of Product.

If a Product has a minor failure, we are entitled to choose between providing a repair within a reasonable time or offering a replacement or refund.

Nothing in this policy is intended to limit, exclude, or modify any statutory rights you have that cannot be lawfully limited, excluded, or modified.

18. Contact Information

For questions regarding this returns policy, or to submit a return request, please visit:

My Garage Hero Returns and Warranty Centre https://mygaragehero.com/pages/warranty-returns

Email: support@mygaragehero.com.au

Website: www.mygaragehero.com.au