Refund policy

Refund, Returns & Warranty Policy — Cubby House Fabworks

Last updated: 29 July 2026

This Refund, Returns & Warranty Policy ("Policy") applies to all purchases from Cubby House Fabworks (ABN 29 246 906 137), unless stated otherwise.

Before You Send Anything Back: Read This

Three questions decide how your return is handled:

  1. Is the part faulty? Stop — don't fit it, don't post it back yet. Message us first with photos/video. Fault claims run under the Warranty sections below, none of the change-of-mind restrictions apply, and your Australian Consumer Law rights sit above everything in this document.
  2. Wrong part or changed your mind? You've got 30 days from delivery, provided it's uninstalled, unused, never fitted to a vehicle, in original packaging, and resaleable as new. A 15% restocking fee applies, you cover return freight, and free-shipping orders have our actual outbound freight cost deducted too.
  3. Is it even returnable? Made-to-order suspension kits (CalOffroad Tour Packs and similar bundles built to your vehicle/duty-tier spec), anything fitted or run, and custom fabrication work can't be returned for change of mind. Full list below.

Every return needs approval before it ships — text or email us your order number and reason. Unannounced boxes don't get processed.

1. Overview & Your Rights Under Australian Consumer Law

This Policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this Policy limits or excludes any right or remedy you have under the ACL.

Our goods come with guarantees that cannot be excluded under the ACL. You're entitled to a replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage. For failures that don't amount to a major failure, you're entitled to have the goods repaired or replaced within a reasonable time.

Proof of purchase is required for all claims. We may also ask for vehicle details, fitment photos, and how the part has been used.

2. Change-of-Mind Returns

2.1 How to Request a Return

Every return must be approved before it's sent. Contact us with your order number, the item, and your reason:

  • Text: 0430 361 007
  • Email: liamcanning@hotmail.com

Once approved, we'll give you a return address and reference number. Include your order number inside the box. Approved returns must be lodged with a tracked carrier within 14 days of approval, or the approval lapses.

2.2 Eligibility

A change-of-mind return is accepted where all of the following are met:

  • Requested within 30 days of delivery
  • The item is uninstalled, unused, and never fitted or run on a vehicle
  • All original packaging, hardware, and documentation are included and undamaged
  • The item is in a condition we can honestly resell as new

Suspension parts show wear from fitment almost immediately — scuffed bushes, cracked thread-lock, marked coilover bodies, greased hardware — so "never fitted" is assessed on the part itself, not just your word.

2.3 Items Excluded from Change-of-Mind Returns

The following can't be returned for change of mind:

  • Made-to-order kits and bundles: CalOffroad Tour Packs, Fox Complete Packages, and any kit built or picked to your specific vehicle, duty tier, or lift height. These are ordered in against your build, not held as shelf stock.
  • Fitted, installed, or run parts: coilovers, shocks, UCAs, and sway bar hardware that has been bolted to a vehicle, even briefly.
  • Custom fabrication and one-off work: anything built, welded, machined, or modified to your specification.
  • Special orders — anything we've brought in specifically for you
  • Anything scratched, marked, greased, or damaged outside normal unpacking

These exclusions apply only to change-of-mind returns. They do not affect your rights for faulty goods or under the ACL.

2.4 Restocking Fee & Shipping

Approved change-of-mind returns taken as a refund attract a 15% restocking fee, deducted from the refund, to cover inspection and repackaging. Prefer store credit? We waive the restocking fee for items that arrive genuinely resaleable as new.

  • Return freight is at your cost.
  • Original shipping charges are non-refundable.
  • Where your order shipped free, our actual outbound freight cost may be deducted from the refund or credit — we'll tell you the amount before you send anything.
  • Bulky items: for large or heavy kits where combined freight would make a return uneconomic, we may offer store credit or another resolution instead of a straight refund. Ask before ordering if you're unsure.

2.5 Returns That Don't Meet the Conditions

If a return arrives that wasn't approved, isn't eligible, or isn't resaleable, no refund or credit is issued. We'll notify you with photos and hold the item for 30 days for you to arrange return freight, after which it's forfeited.

2.6 Refund Processing

Once a return is received and assessed, approved refunds are processed within 14 business days to your original payment method. Your bank may take additional time to show the funds.

3. Made-to-Order Kits & Custom Fabrication

Many of our suspension kits (Tour Packs, Complete Packages, and duty-tier bundles) are ordered in specifically for your vehicle once you place your order, and custom fabrication work is built to your spec.

  • No change-of-mind cancellation once ordered: once a made-to-order kit or fabrication job has been ordered from our supplier or production has started, it can't be cancelled for change of mind.
  • Cancellation before production/order-in: if you cancel before we've placed the supplier order or started work, a cancellation fee of up to 5% of the order value may apply to cover payment processing and admin costs already incurred.

This clause does not limit your rights under the Australian Consumer Law.

4. Products Damaged in Transit

  • Report transit damage as soon as possible after delivery.
  • Keep all packaging and take clear photos before touching the part.
  • Don't attempt to fit a part you suspect was damaged in transit — this can affect your claim.

5. Warranty Coverage — General

To the extent permitted by law, our warranty is limited to repair, replacement, or refund of the product, at our discretion.

Unless required by the ACL, our warranty does not cover:

  • labour, installation, wheel alignment, or removal costs;
  • diagnostic or inspection fees;
  • vehicle downtime, towing, storage, or hire vehicle costs;
  • indirect or consequential loss.

5.1 General Warranty Exclusions

Warranty does not apply where failure is attributable to:

  • incorrect installation, preload, or ride-height setup;
  • misuse, overloading beyond rated GVM/GCM, or towing beyond rated limits;
  • use in competition, racing, or extreme conditions beyond genuine 4WD touring and off-road use;
  • modification or unauthorised repair;
  • normal wear items — bushes, seals, and mounts — worn out through ordinary use over time;
  • corrosion from failure to wash off mud, salt, or chemicals after off-road or coastal use;
  • failure of another vehicle component (worn control arms, damaged mounts) that affects our part.

We may ask for evidence of correct installation, including photos, workshop invoices, or installer details.

6. Suspension-Specific Warranty (Coilovers, Shocks, Struts)

Fox, Bilstein, and CalOffroad suspension components carry the manufacturer's own warranty terms, which we help you claim through. Typical coverage and exclusions:

  • Manufacturing defects in the shock body, seals, or valving are covered.
  • Seal weeping or wear from age and normal use is not a defect and is not covered.
  • Damage from incorrect spring rate, preload, or ride height set outside the product's design range is not covered.
  • Bent shafts or damaged bodies from impact (rocks, curbs, off-road strikes) are not covered.

Where a claim relates to a manufacturer-supplied product, we may need to submit it to, and follow the assessment process of, that manufacturer or our supplier. This can extend claim timeframes; we'll keep you updated throughout.

7. Adjustable Control Arms, Sway Bar Kits & Hardware

  • Manufacturing defects in machined components, rod ends, and bushes are covered.
  • Wear to rod ends and bushes from normal use over time is not covered.
  • Damage from incorrect torque, missed alignment after fitment, or incorrect geometry setup is not covered.

8. Claim Process & Response Time

  • Lodge warranty claims in writing (text or email) within a reasonable time of discovering the fault.
  • Include your order number, photos/video of the issue, and how long the part has been fitted.
  • We aim to complete assessment within 7–14 business days.

Where an assessment confirms the product is not faulty, or the issue was caused by an excluded factor (see Sections 5–7), you may be responsible for reasonable inspection and freight costs. We'll always give you a cost estimate before proceeding.

9. Contact

Cubby House Fabworks
Text: 0430 361 007
Email: liamcanning@hotmail.com
Website: cubbyhousefabworks.com.au