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60-Day Return Policy
Not all trailer projects can be completed within the usual 14-day return period. As part of the Couplemate™ Confidence Campaign, our customers have a 60-day period for change-of-mind returns and exchanges.
Read the full Terms & Conditions in: Section 6 – Returns & Exchanges.
How to Request a Refund/Exchange?
You’ll need to contact Couplemate™ directly or through our online form.
Our team will need your 6-digit order number (e.g. 123456) to locate it in our system. If you placed an online order, and have a Couplemate™ account, you can find this by going to My Account and then Orders. Customers who placed an order as a guest should have an email order confirmation with this number.
Don’t stress if you can’t find it. Please contact us anyway and we’ll do our best to assist.
Be Confident in Ordering Online
Couplemate™ firmly believes in confidence. Our website and team are here to help you find the right parts. Our knowledge comes from technical specifications, engineering drawings, Australian regulations, and hands-on experience. We’re confident in our knowledge, and we want you to feel confident in your Couplemate™ order.
After 60 years of experience, we know that life has its unpredictable moments. It’s because of this that all Couplemate™ orders (online, over the phone, or in-store) have a 60 day period for change-of-mind returns and exchanges.
There are some items that can’t be returned and some change-of-mind requests may incur a 15% restocking fee.
What Can’t Be Returned or Exchanged?
There are a few circumstances which may impact a change-of-mind return or exchange. These are:
- Custom Work: Workmanship or customised parts (e.g. axles) that are supplied by request.
- Special Orders: Parts that are not kept in-stock and are ordered in by request.
- Unsellable Condition: Parts that are used or installed, and/or are damaged, worn, or modified after supply (includes packaging).
Custom Work and Special Order parts are labelled on our website. For more information on Custom Work, please see our Terms & Conditions: Section 6 – Custom Work.
Important: These circumstances do not impact your rights under our warranty policy and Australian consumer guarantees. If there is an issue, please let us know.
Refunds & Returns
If elligible, our team member will advise you of your refund amount (generally the order value less shipping). In some cases, there may be a 15% restocking fee imposed on the refund amount, though this will be clearly stated by the team member.
If you would like to go ahead, our team members will need receive the items for refund into stock. Returns can be mailed, or otherwise delivered, to the Couplemate™ head office in Wynnum.
Once the items are received in, our team will issue a Refund Confirmation.
Refund Confirmations essentially cover:
- That your return has been received in;
- How the amount owed will be refunded to you, and;
- To reach out if you don’t see anything in your bank after 48 hours.
Couplemate™ will always try to refund you through your original purchase method.
Exchange Options
Items for exchange can be mailed, or otherwise delivered, to the Couplemate™ head office in Wynnum. In some cases, there may be a 15% restocking fee imposed on the exchange amount credit, though this will be clearly stated by the team member.
There are two ways Couplemate™ can conduct an exchange for elligible orders.
Exchange Method #1: New Order
- Place and pay for a new order, and;
- Receive a refund for the exchange amount after items are received in.
Exchange Method #2: Exchange Order
- Wait for Couplemate™ to receive the items back in;
- Have the exchange amount applied to the order total, and, if applicable;
- Be invoiced for amount outstanding, OR;
- Receive a refund for amount in excess.
Submit Online Request
Easily request a return or exchange online.