Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, uninstalled or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@incartech.com.au. Please provide your order number, name and the reason why you want to return. 


If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@incartech.com.au. 

 

Returning an unwanted item

We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns and will be able to offer a refund subject to the terms of our returns policy (which includes rules around fair use). The handling fee 30% off the original expense, which will be deducted from your overall refund amount. Return charge exclusions apply, please refer to our returns policy for more info. None of this affects your rights under the Australian Consumer Law.

If you return an item within 30 days of it being delivered to you or available for collection, we'll give you a refund by way of the original payment method.


 

Refund & Damage Policy

At Incartech, we want every order to arrive safely and in perfect condition. We take great care in packing your items, but once parcels are handed over to Australia Post, they travel through automated sorting systems. While rare, sometimes parcels can be damaged in transit.

If this happens, please be assured that we will support you through the process.

1. What to Do if Your Parcel Arrives Damaged

  • Please take the parcel (with all original packaging and contents) to your nearest Australia Post outlet as soon as possible.

  • Australia Post will complete a Customer Service Complaint Form (PM26) and keep the parcel and packaging for their investigation.

  • Please note that Licensed Post Offices (LPOs) cannot complete the damage form — it must be lodged at a standard Australia Post outlet.

2. How the Investigation Works

  • Australia Post will inspect the parcel and provide a recommendation regarding compensation.

  • Once the investigation is complete, we will be informed of the outcome.

  • We will stay in touch with you throughout the process so you know what is happening.

3. Refunds or Replacements

  • If Australia Post confirms that the parcel was damaged in transit, we will arrange a refund or replacement for you as quickly as possible.

  • Most investigations are completed within a reasonable timeframe, and we will keep you updated along the way.

4. Important Notes

  • Australia Post does not offer a “fragile” service, meaning all parcels (from 200g up to 22kg) are processed through the same sorting network.

  • For this reason, we strongly recommend keeping all packaging until the investigation is finalised.

  • Damage caused after delivery or due to incorrect delivery information may not be covered.

 

Our Commitment: We understand how disappointing it is to receive a damaged parcel, and we will do everything we can to make the process as smooth as possible for you.


Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@incartech.com.au.


For international orders

We accept returns within 30 days of delivery.

For all international orders, customers are responsible for return shipping costs. We do not provide prepaid return labels for international returns, and original shipping fees are non-refundable.

To be eligible for a return, items must be unused, uninstalled, and in their original packaging with all accessories included. Products that have been installed, activated, or used in a vehicle are not eligible for a full refund.

Please ensure compatibility with your vehicle before purchasing. We are not responsible for returns due to incompatibility issues unless the product listing explicitly guarantees compatibility.

If the product is defective or arrives damaged, please contact us within 7 days of delivery with clear photo or video evidence. In such cases, we will offer a replacement or refund and may cover reasonable return shipping costs.

We are not responsible for damage caused by improper installation, unauthorized modifications, or misuse.

Refunds will only be processed after the returned item has been received and inspected. We reserve the right to refuse returns that do not meet our policy requirements.

Customs duties, taxes, and any import fees are non-refundable.

For return instructions, please contact us at info@incartech.com.au.