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Broken Couplings and Jack-Knifed Trailers
Broken Couplings and Pintle Hooks are a result of a Jackknifed Trailer. Trailer jackknifing usually occurs when reversing, and unfortunately, the driver is blissfully unaware that the trailer is approaching jack-knife angles. Suddenly, the driver feels resistance to...
Our Warranty Policy
“Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”
Warranties are in addition to your rights under the Australian Consumer Law.
Our Service Lifetime Warranty
Couplemate™ is a manufacturer and vendor of high-quality towing, trailer, and caravan components. Couplemate™ Core Goods and Custom Work are guaranteed to be free of defects for the service lifetime of the product when used as intended.
Warranties are non-transferrable and Couplemate™ requires satisfactory proof of purchase prior to issuing a remedy. The full Couplemate™ Warranty Policy can be found in the Terms & Conditions: Section 8 – Consumer Guarantees & Warranty.
If you believe a product is defective, cease use immediately and lodge a claim.
Adjustable Tow Hitch | CM529, CM529S
The Couplemate™ CM529 and CM529S Adjustable Tow Hitch are backed by a 24-month warranty, commencing from the date of purchase. This warranty is substantiated by the distinctive invoice number assigned to your purchase. This invoice will be disseminated to you via email and/or printed copy. Couplemate™ maintains a comprehensive record of all purchases, it remains the customer’s responsibility to retain a suitable copy of their invoice.
Please be advised that this warranty does not cover faults, damages, or failures arising from improper installation or misuse of the product. It is the sole responsibility of the customer or their chosen installer to ensure proper and compliant installation in accordance with relevant standards and guidelines. Any faults or issues arising from incorrect installation will not be eligible for warranty claims.
Materials and workmanship are guaranteed to be free of defects for the service life of the product (when used as recommended). Couplemate™ reserves the right to inspect any equipment found to be defective. Should a product be believed to be defective, cease use of the equipment and lodge a claim.
Warranty Claims
This form is divided into four sections and should take 5 minutes to complete. Please provide as much detail as possible to assist us in resolving the issue as swiftly as possible.
Couplemate™ requires the Claim Form to be filled in its entirety and to be submitted with photos of the defective Goods. Couplemate™ reserves the right to inspect and assess Goods believed to be defective.
Completed forms are to be emailed to: sales@couplemate.com.au.
What To Expect After Form Submission
The team member overseeing your claim will email you after your claim is received. The Claim Form will be forwarded to multiple Couplemate™ departments (Engineering, Manufacturing, Management, Procurement) to investigate the issue.
While we hope that we can provide a resolution based on the claim form alone, there may be some instances where more information is required – such as a Weighbridge Certificate or visual inspection.
Estimated Timeline
Couplemate™ aims to review Warranty Claims within 14 business days of submission. There may be additional delays if the component is not a Couplemate™ Core product, as we will need to contact the original manufacturer regarding the issue.
Customers requiring urgent parts are recommended to place an order.
Visual Inspections
If a visual inspection is required, the component should be returned to: 136 Glenora Street, Wynnum QLD 4178. Couplemate™ will email you regarding any expenses that you or Couplemate™ may incur during this process (see Warranty Outcomes below).
Goods can be posted/easily returned: You will be requested to to return the Goods (please keep a copy of your receipts).
Goods cannot be posted/easily returned: Couplemate™ can organise collection/transportation (after confirming the estimated cost).
Fault Found
- Couplemate™ will issue a remedy under the Australian Consumer Law, and;
- If you paid for visual inspection freight, we will reimburse you for any reasonable return costs.
No Fault Found
- Couplemate™ may be unable to provide a remedy, and;
- May charge for transportation and reasonable costs (as discussed prior to visual inspection).
ACCC Resources
Couplemate™ firmly believes in “Our Care, Your Warranty.” Goods and Workmanship are guaranteed to be free of defects for the service life of the product when used as intended.
Below are some useful guidelines from the ACCC.
- Consumer Rights & Guarantees: https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees
- Repair, Replace, Refund, or Cancel: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel
- Warranties: https://www.accc.gov.au/consumers/buying-products-and-services/warranties
- Claiming Compensation: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/claiming-compensation
Need help now?
Call 07 3348 3822
Available Monday to Friday, 8am to 5pm.
