Tespex-Refund Policy

RETURNS, EXCHANGES, CANCELLATIONS & WARRANTY POLICY

IMPORTANT NOTICE

Please review your order carefully before completing your purchase.

By completing a purchase with TESPEX, you agree to this Returns, Exchanges, Cancellations & Warranty Policy as part of our Terms & Conditions.

This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.

Please inspect your order as soon as reasonably possible after delivery and contact us promptly if you believe an item is damaged, faulty, incorrect or missing.

ORDER MODIFICATIONS

Changes Before Dispatch

If you need to change your order, including the product, model, variant, size or colour selected, please contact TESPEX as soon as possible.

We will attempt to accommodate changes before your order has been processed or dispatched; however, changes cannot be guaranteed once fulfilment has commenced.

Once an order has been dispatched, it cannot be modified or cancelled and will instead be subject to the applicable sections of this Returns Policy.

ORDER CANCELLATIONS

Once an order has entered fulfilment or has been dispatched, it cannot be cancelled.

If you wish to cancel an order before fulfilment has commenced, please contact TESPEX as soon as possible. We will attempt to accommodate your request where reasonably possible.

Pre-order cancellations are subject to the separate conditions outlined under Pre-Order Cancellations below.

Nothing in this section limits any rights available under the Australian Consumer Law.

RETURNS

30-Day Change of Mind Returns

TESPEX offers a 30-day change-of-mind return period from the date your order is delivered.

Approved change-of-mind returns are issued as TESPEX store credit only.

We do not provide cash, credit card, PayPal or other original-payment-method refunds for voluntary change-of-mind returns.

To qualify for a change-of-mind return:

  • The return request must be made within 30 days of delivery.

  • All return requests must be submitted to TESPEX via email.

  • You must receive return authorisation from TESPEX before sending the product back.

  • Returns sent without prior authorisation may not be accepted.

  • Once return authorisation has been provided, the product must be sent within 7 days, unless otherwise agreed by TESPEX.

  • The product must be unused, uninstalled and in its original condition.

  • The product must be returned with its original packaging, accessories, components, manuals and other included items.

  • Products that have been installed, used, cut, drilled, modified, altered or damaged after delivery are not eligible for a change-of-mind return.

  • Customers are responsible for return shipping costs.

  • Original shipping charges are non-refundable.

  • Returned products are subject to inspection before store credit is approved.

Once the returned product has been received and approved, TESPEX store credit will be issued for the eligible return value.

This 30-day policy applies to voluntary change-of-mind returns only and does not limit any rights or remedies available under the Australian Consumer Law.

INCORRECT PRODUCT OR VEHICLE SELECTION

Customers are responsible for carefully checking the product description and confirming their:

  • Tesla model;

  • model year;

  • vehicle variant;

  • wheel or screen size where applicable;

  • product size;

  • colour; and

  • other compatibility information

before completing their purchase.

Where TESPEX has supplied the product ordered but the customer selected the incorrect model, year, variant, size, colour or other product option, this will be treated as a change-of-mind return.

Eligible returns will receive TESPEX store credit only, and the customer is responsible for return shipping costs.

We strongly recommend contacting TESPEX before ordering if you are unsure whether a product is compatible with your vehicle.

This section does not apply where TESPEX supplied the incorrect product, provided inaccurate compatibility information, or where the product otherwise fails to comply with the Australian Consumer Law.

EXCHANGES

For a change of mind or incorrect product/vehicle selection, TESPEX does not offer direct exchanges.

Exchanges are processed as a return followed by a new order.

1. Return the Product

You must first contact TESPEX and receive return authorisation.

The product must satisfy all requirements of our Change of Mind Returns Policy, including being unused, uninstalled and in its original condition and packaging.

2. Store Credit Is Issued

Once the returned product has been received, inspected and approved, the eligible return value will be issued as TESPEX store credit.

Change-of-mind and incorrect-selection returns are not refunded to the original payment method.

3. Free Shipping Adjustments

If your original order qualified for free shipping because it met our $99 free-shipping threshold, and the value of the products you keep falls below $99 after the returned item is deducted, the original standard shipping charge that would have applied to the retained order may be deducted from the store credit issued.

4. Place a New Order

You can then use your TESPEX store credit to purchase the product you require.

Standard shipping rules apply to the new order:

Eligible orders over $99 receive free standard shipping. Orders below $99 are subject to the applicable shipping charge at checkout.

5. Price Differences

If the new product costs more than the available store credit, the customer must pay the difference.

If the new product costs less, the remaining balance will remain available as TESPEX store credit.

Customers are responsible for return shipping costs for change-of-mind and incorrect-selection returns.

Faulty, damaged or incorrectly supplied products are handled separately and are not subject to this exchange process.

RETURN SHIPPING COSTS

For change-of-mind returns or incorrect selections made by the customer:

  • Customers are responsible for the cost of returning the product to TESPEX.

  • Original shipping charges are non-refundable.

  • Any shipping charge paid when placing the original order will not be included in the store credit.

  • If an order qualified for free shipping and the retained order value subsequently falls below the applicable free-shipping threshold because of a return, the standard shipping cost that would otherwise have applied may be deducted from the store credit issued.

Where a product has a failure covered by the Australian Consumer Law, return shipping and other reasonable associated costs will be handled in accordance with TESPEX's obligations under the ACL.

SALE, CLEARANCE, BUNDLE & FINAL SALE PRODUCTS

Products specifically marked Final Sale are not eligible for change-of-mind returns, exchanges or store credit.

Sale, clearance, promotional, limited-stock and bundled products may have different change-of-mind conditions where those conditions are clearly stated on the product page or as part of the applicable promotion.

Where a bundle is partially returned, any applicable bundle discount or promotional pricing may be recalculated based on the products retained, where this formed part of the disclosed promotional terms.

These restrictions apply to change-of-mind returns only.

Nothing in this section limits your rights under the Australian Consumer Law where a product is faulty, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.

PRE-ORDERS

Pre-Order Cancellations

Pre-order products are reserved specifically for customers ahead of incoming stock.

Estimated arrival, availability and dispatch dates shown for pre-order products are estimates only and may change due to manufacturing, international freight, customs clearance, port congestion, supplier delays and other circumstances outside TESPEX's reasonable control.

If you choose to cancel a pre-order due to a change of mind before the product has been dispatched, a 10% cancellation fee will be deducted from your refund.

The remaining 90% of the amount paid for the cancelled pre-order product will be refunded to your original payment method.

Once a pre-order has been dispatched, it can no longer be cancelled and will instead be subject to our applicable Returns Policy.

The 10% cancellation fee applies to voluntary change-of-mind cancellations only.

It does not apply where the customer is entitled to a remedy under the Australian Consumer Law.

Nothing in this section excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

FAULTY, DAMAGED OR INCORRECT ITEMS

If you believe you have received a product that is faulty, damaged or different from what you ordered, please contact TESPEX as soon as reasonably possible.

To help us assess the issue, we may request:

  • Your order number.

  • Clear photographs showing the product and the issue.

  • Video demonstrating the issue or fault where relevant.

  • Photographs of the product packaging.

  • Your Tesla model, model year and vehicle variant.

  • Information about how the product was installed.

  • Information about when and how the issue occurred.

  • Any other information reasonably necessary to assess the claim.

TESPEX may reasonably assess the product, photographs, videos and supporting information to determine the nature of the issue and the appropriate remedy.

Where necessary, we may request that the product be returned for inspection.

Where the product fails to meet a consumer guarantee under the Australian Consumer Law, TESPEX will provide an appropriate remedy in accordance with its obligations under the ACL.

AUSTRALIAN CONSUMER LAW RIGHTS

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, products supplied by TESPEX must:

  • Be of acceptable quality.

  • Be fit for any disclosed purpose.

  • Match their description.

  • Match any sample or demonstration model where applicable.

  • Meet applicable express warranties.

The remedy available will depend on whether a failure is considered major or minor under the Australian Consumer Law.

Major Failures

Where a product has a major failure, the customer may be entitled to reject the goods and choose between a refund or replacement in accordance with the Australian Consumer Law.

Minor Failures

Where a failure is minor and can be remedied, TESPEX may choose to provide an appropriate remedy, such as a repair or replacement, within a reasonable time.

If the problem cannot be remedied within a reasonable time, further rights may arise under the Australian Consumer Law.

Our voluntary 30-day return period, store-credit conditions and change-of-mind restrictions do not apply where they would conflict with your rights under the Australian Consumer Law.

INSTALLATION, FITMENT & CUSTOMER-CAUSED DAMAGE

Customers are responsible for ensuring products are installed correctly and in accordance with any installation instructions, product guides or installation videos supplied or referenced by TESPEX.

TESPEX is not responsible for damage or issues caused by circumstances unrelated to a defect in the product, including:

  • Incorrect installation.

  • Failure to follow installation instructions.

  • Accidental damage.

  • Misuse, abuse or unreasonable use.

  • Modification or alteration of the product.

  • Cutting, drilling or permanently modifying a product.

  • Vehicle modifications that affect compatibility or fitment.

  • Damage caused during installation by the customer or a third party.

  • External impact.

  • Normal wear and tear.

  • Environmental or external damage.

Where TESPEX provides the installation service, nothing in this section limits any rights the customer may have in relation to that service under the Australian Consumer Law.

PRODUCT APPEARANCE & MINOR VARIATIONS

TESPEX makes reasonable efforts to display and describe products accurately.

Minor variations in colour, texture, pattern, finish, stitching, moulding or appearance may occur as a result of manufacturing processes, materials, photography, lighting conditions or different device/display settings.

A minor variation that does not amount to a failure to comply with a consumer guarantee will not, by itself, make a product faulty.

Nothing in this section limits your rights where a product is materially different from its description or otherwise fails to meet a consumer guarantee.

WARRANTY

All warranty claims must be submitted to TESPEX via email.

Unless otherwise stated on the applicable product page, TESPEX products are supplied with a 12-month manufacturer's warranty.

We may request photographs, videos, proof of purchase, vehicle information or other information reasonably required to assess a warranty claim.

The manufacturer's warranty is intended to cover applicable manufacturing defects under normal and reasonable use.

Unless otherwise stated or required by law, the manufacturer's warranty does not ordinarily cover:

  • Accidental damage.

  • Misuse or abuse.

  • Incorrect installation.

  • Failure to follow installation instructions.

  • Unauthorised modifications.

  • Normal wear and tear.

  • Cosmetic deterioration resulting from normal use.

  • Damage caused by accidents or external impacts.

  • Damage caused by vehicle modifications.

  • Personal preferences relating to comfort, appearance or feel that do not constitute a defect.

  • Commercial or unreasonable use where the product was designed for normal domestic/private vehicle use.

Any replacement supplied under the manufacturer's warranty will ordinarily remain covered for the remainder of the warranty period applicable to the original purchase unless otherwise stated.

The manufacturer's warranty is additional to your rights under the Australian Consumer Law. Your rights under the ACL may continue beyond the stated manufacturer's warranty period where applicable.

TESLA SOFTWARE & OTA UPDATES

Certain TESPEX electronic accessories interact with Tesla vehicle hardware or software.

Tesla may release over-the-air (OTA) software updates that change vehicle functionality, interfaces, communication protocols or compatibility with third-party accessories.

Where a TESPEX product was operating correctly and a subsequent Tesla software or system update affects or disables its compatibility or functionality, the issue may result from a change to the vehicle rather than a defect in the TESPEX product.

TESPEX cannot guarantee ongoing compatibility with future Tesla software updates that have not yet been released at the time of purchase.

Nothing in this section excludes or limits any rights or remedies available under the Australian Consumer Law.

PROMOTIONAL PRICING & PRICE ADJUSTMENTS

Promotional prices, discount codes, flash sales and other special offers cannot be applied retrospectively to orders placed before the applicable promotion commenced.

TESPEX does not provide partial refunds, store credits or price adjustments solely because:

  • A product is subsequently discounted.

  • A new promotion begins after an order is placed.

  • A discount code becomes available after purchase.

  • The price of a product subsequently changes.

Nothing in this section affects any rights available under the Australian Consumer Law.

RETURNED PRODUCT INSPECTION

All returned products may be inspected by TESPEX before a voluntary return is approved.

For change-of-mind or incorrect-selection returns, TESPEX may decline the return where the product:

  • Has been installed.

  • Has been used.

  • Has been damaged after delivery.

  • Is missing components or accessories.

  • Is missing required original packaging.

  • Has been cut, drilled, modified or altered.

  • Contains installation marks, adhesive residue, scratches or other signs of use.

  • Is otherwise not in a condition reasonably suitable for resale.

These restrictions apply to voluntary change-of-mind returns only and do not limit remedies available under the Australian Consumer Law.

RETURN AUTHORISATION

All returns must be approved by TESPEX before being sent to us.

Once return authorisation has been issued, the customer must dispatch the return within 7 days, unless otherwise agreed by TESPEX.

Return authorisation does not automatically mean a return has been approved for store credit. The returned product must first be received and inspected to confirm that it meets the applicable return requirements.

Customers should retain their return tracking information until their return has been processed.

TESPEX is not responsible for return parcels lost or damaged in transit where the customer is responsible for arranging the return shipment, subject to applicable law.

CONTACT US

For all returns, exchanges, warranty claims, order issues or other enquiries, please contact:

TESPEX
Email: info@tespex.com.au

Please include your order number and a description of your request.

Where relevant, including photographs or videos with your initial enquiry may help us assess your request more quickly.

Last Updated: August 2026

This policy should be read together with TESPEX's Terms & Conditions, Shipping Policy and any product-specific conditions displayed at the time of purchase.