In the first instance, we request customers submit a Return Authority Request using our online form. We will contact you after we have received this and will endeavour to respond within 2-3 business days.
We will require some or all of the following details in order to process an authorisation:
– 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.
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 have received approval to return the goods, 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 $25 restocking fee. Note that this does not include custom-made, made-to-order items or goods imported from the USA (outdoor covers, marine covers and RV covers).
If we need to dispatch a second parcel to you because of your ordering error, we will charge regular freight on the second parcel.
Why we charge a restocking fee
We charge a $25 restocking fee to cover some of the costs associated with your item being returned, through the process the following steps are carried out:
1. Original Contact with Coverworld and Returns Authorisation case created.
2. Goods received into the warehouse being inspected before being put back into stock.
3. 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 $25 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.
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 freight fees that are deductible to you 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. Refunds can take up to 5 working days to be processed after receipt of goods into our warehouse.