Terms of Sales

In this policy “you” or “your” refers to a Customer, and “us”, “our” or “we” refer to Terretrac (ABN : 41 561 748 423) . Where there are exceptions to Terretrac's Warranty Policy (including because supplier specific warranty, refund and returns policies are different to this policy), this is noted in this Warranty Policy.

Change of Mind Returns:
We accept Change of Mind returns within 14 days of receiving your item. This applies if you have changed your mind or made an incorrect purchase and wish to return the product. Additionally, this policy covers orders cancelled after the item has been dispatched from our warehouse. To qualify for a refund under Change of Mind, the item must be in a re-saleable condition. Please note, deductions may apply, including Initial and Return Shipping costs, as well as a restocking fee equivalent to 10% of the product price.

Warranty for products bought through Terretrac

All products bought through Terretrac come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition to a customer’s rights under the Australian Consumer Law, Terretrac offers a 12-month warranty on products sold which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;

in relation to accessories or bonus gifts (as noted as such in a product listing); or

if the fault or damage is due to:

1) normal wear and tear

2) damage arising from improper assembly or modification of the product;

3) damage arising from abnormal use or abuse of the product;

3) damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or

4) damage to external product packaging only.

We will assess each warranty claim on a case-by-case basis.

Depending on the nature of the damage or fault, we may arrange to:

1) send missing parts (if applicable);

2) suggest a method of self-repair (if applicable).

3) replace the product (subject to availability);

4) offer an alternative product; or

5) offer a partial or full credit voucher or refund

Making a warranty claim for damaged goods or missing parts

Warranty claims should be requested by emailing enquiries@terretrac.com or by messaging us through our "Contact Us" page.

The following should be included in the message:

1) Your name, invoice or invoice number of the purchase. we may request to be sent a copy of the invoice if only a invoice number is provided depending on the warranty claim case.

2) what your request is. i.e. refund, credit or replacement of parts/product.

3) The quantity of each product and/or part missing, faulty or damaged

4) A detailed description of the fault.

5) Images and/or videos showing the fault, damage or missing part

6) Images and/or videos showing the product in the original packaging and/or:

7) the products instruction manual with the fault or missing part clearly indicated. For example circling a missing part.

Images and/or videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.

You should not dispose of items before a warranty claim has been made and finalised.

We may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.

If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.

For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.

Any delivery delay should be reported by you to us within 21 working days from the date of dispatch. Any delivery delay will be investigated by the courier, which can take up to two working days . If we receive no update within two working days of notifying the courier, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. For delivery time frames. Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

If a you are entitled to a replacement product or spare part, but:

There is an address discrepancy with the order (which is due to your error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or

An incorrect product is returned to either Terretrac’s or the Supplier’s warehouse, neither Terretrac nor the Supplier will be responsible for these products or have any obligation to return these to the customer

Product recalls

In the event of a product recall, we will advise you of the relevant procedure.