Return Policy

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.