Shipping, Return & Refund, and Warranty Policy

2. Fitment, Discrepancies, and Custom Specifications

Supertrim takes great pride in the premium quality of our products and guarantees your 100% satisfaction.  

2.1 Reporting Order Issues & Fitment Concerns

If you receive a product that does not fit correctly or has missing items, please contact our customer support team immediately.

• Return Authorization Required: Do not dispatch return packages prior to receiving official return instructions from our team. Unauthorized returns may experience processing delays.

• Response Time: We aim to respond to all inquiries within 48 business hours (excluding weekends and public holidays).

2.2 Returns & Shipping Cost Responsibility

• Fulfillment Errors or Defective Goods: If an incorrect or faulty item was sent due to an error on our part, we will cover all return shipping costs and dispatch the correct replacement at no additional charge.

• Customer Information Errors: If a product does not suit your vehicle due to incomplete or incorrect information provided at the time of purchase, you may return the item for an exchange at your own expense.

2.3 Vehicle Seat Compatibility Disclaimer

Our seat covers are custom-manufactured to match original factory-standard seat configurations for each specific vehicle model.

• Modified or Worn Interiors: If your seats have been modified, re-upholstered, heavily worn, or altered from their original factory condition (including changes to seat shape, padding density, or contouring), standard fitment cannot be guaranteed.

• Custom Alterations: For modified or non-standard seating, custom tailoring options may be available upon request for an additional fee.

3. Return & Exchange Policy

3.1  30-Day Money-Back Guarantee (Change of Mind)

Customers may return products within 30 days of delivery for a refund under our Change of Mind policy or if they choose not to proceed with our standard complaint resolution process.

• Eligibility & Condition: Returned items must be completely unused, unaltered, in the exact condition received, and in their original, undamaged packaging.

• Scope of Change of Mind: This includes changes in preference regarding product design, material, or individual comfort and sensitivity factors (e.g., sensitivity to new product aroma, texture, or breathability).

• Shipping Costs & Deductions: Return freight is the responsibility of the customer. Outgoing shipping costs incurred on the original dispatch (typically $20–$50) will be deducted from the final refund amount.

• Restocking Fee: A restocking fee between 5% and 15% of the total invoice value may apply to cover handling and processing.

• Return Authorization Required: Do not send items back without receiving explicit return instructions from our support team. Unauthorized returns may not be accepted.

• Accompanied by valid proof of purchase (order number, invoice, or receipt).

3.2  60-Day Exchange Guarantee

Eligible items may be returned within 60 days of delivery to exchange for another product, subject to the following conditions:

• Item Condition: Products must be strictly unused, uninstalled, and in their original packaging.

• Prior Approval: Written approval via email must be obtained from customer support prior to shipping any item back for an exchange.

• Shipping Responsibility: Return shipping costs for exchanges are the responsibility of the customer.

• Accompanied by valid proof of purchase (order number, invoice, or receipt).

3.3 Non-Returnable Items

The following items are non-returnable and considered final sale:

• Personalised, customized, made-to-order items (eg. logo embroidery, adding straps, etc.)

• Items explicitly marked as 'Non-returnable' (eg. yellow or green stitching), "Final Sale" or "Clearance."

3.4 Return Process

1. Submit Request: Contact our support team at info@supertrim.com.au with your order number and item details.

2. Receive Authorization: If approved, you will receive shipping instructions.

3. Dispatch Package: Pack the item securely and ship it to the provided return address. Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., defective or incorrect item sent).

4. Refund Policy

4.1 Processing & Approval

Once your returned item is received and inspected at our facility, you will receive notification regarding the approval status of your refund.

• Approved Refunds: Funds will be credited back to your original payment method within 5–10 business days of inspection.

• Shipping Fees: Original shipping costs are non-refundable unless the return is due to a fulfillment error or damaged product.

4.2 Restocking Fees

• Standard returns are subject to a 5-15% restocking.

4. Warranty Policy

4.1 Coverage Scope

Supertrim provides two-year warranty for neoprene seat covers and 3-5 years warranty for canvas seat covers - from the date of purchase. This warranty covers material or workmanship defects under normal usage conditions.

4.2 Exclusions

This warranty does not cover:

• Normal wear and tear, cosmetic damage, or natural aging.

• Damage caused by misuse, accidents, improper storage, neglect, or alterations.

• Unauthorized repairs or modifications.

• Damage resulting from environmental causes (liquid damage, fire, extreme heat).

4.3 Warranty Claim Process

To submit a warranty claim:

1. Email info@supertrim.com.au with your proof of purchase, a description of the defect, and clear photos or videos of the issue.

2. Upon verification, Supertrim will, at its discretion, (a) repair the product, (b) send a replacement unit, or (c) issue a store credit or refund.

5. Contact Information

For questions, assistance, or claims regarding this policy, contact our Customer Support Team:

• Email: info@supertrim.com.au

• Phone: +61 3 8774 2705

• Hours: Monday–Friday, 9 AM – 5 PM EST

• Address: 36-40 Babbage Drive, Dandenong south, Vic 3175