At Workhorse, we are committed to delivering high-quality products and ensuring customer satisfaction. This policy outlines our approach to returns, refunds, order cancellations, and quality assurance, in compliance with the Australian Consumer Law (ACL).

a. Cancelling an Order Before Dispatch

• If your order has not yet been processed for dispatch, you may request a cancellation by contacting us at sales@work-horse.com.au . Please include your order number, as any delays locating your order may impact your ability to cancel your order. 
• If your cancellation request is approved, we will issue a full refund to your original payment method.

b. Cancelling an Order After Dispatch

• Once an order has been dispatched, it cannot be cancelled.
• If you no longer want the item, you may return it in accordance with our Change of Mind returns policy (see Section 4).
• Any shipping costs incurred for the return will be the customer's responsibility.

• All products undergo inspection before dispatch to ensure they meet our quality standards.
• In the unlikely event that you receive a faulty or damaged product, please follow the process outlined in Section 5.

While Workhorse is not legally required to accept returns for change of mind, we offer the following options as a gesture of goodwill:

Eligibility:

• Items must be returned within 7 days of delivery.
• The product must be unused, in its original packaging, and in a resalable condition.

Process:

• Contact our customer service team at sales@work-horse.com.au to initiate a return.

Costs:

• The customer is responsible for return shipping costs.

Exclusions:

• Custom-made or personalised items and products marked as non-returnable are not eligible for change-of-mind returns.

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product is faulty.

a. When am I eligible for a remedy?

You may be eligible if:

• The product is faulty, defective, or damaged upon arrival.
• The item is not as described on our website.
• The product does not function as intended.

b. What remedy will I receive?

• For minor faults, we will offer a repair or replacement.
• For major faults, you can choose between a replacement, refund, or compensation for the loss in value.
• If a return is approved due to a fault or defect, Workhorse will cover the return shipping costs.

c. How to Make a Faulty Product Claim

1. Contact us at sales@work-horse.com.au within a reasonable time of discovering the issue.
2. Provide your order details and photographic evidence of the fault.
3. We will assess the claim and provide further instructions.

a. Steps for Returning a Product

1. Contact us at sales@work-horse.com.au to request a return.
2. Receive return instructions, including a Return Authorization Number (RAN).
3. Pack the item securely, ensuring it includes all original components and packaging.
4. Ship the item via a trackable shipping service (for change-of-mind returns, the customer covers shipping costs).

b. Refund Processing

• Refunds are processed within 21 business days of receiving the returned item.
• Refunds will be issued to the original payment method.
• Shipping costs are non-refundable.

Returns, refunds, and cancellations are not accepted in the following cases:

• Damage caused by misuse, negligence, or improper handling.
• Products returned outside the applicable return period.
• Custom-made, clearance, or final sale items unless they are faulty.

This policy does not limit your rights under Australian Consumer Law. For further information, visit the Australian Competition & Consumer Commission (ACCC) website.

For any questions, cancellations, or returns, contact us:

Email: sales@work-horse.com.au