Melbourne Made · Fast Dispatch · Australian Owned

Returns & Refunds Policy

Last updated: April 2026

1. Consumer Guarantees

Under the Australian Consumer Law (ACL), you have statutory consumer guarantees that cannot be excluded. These guarantees entitle you to:

  • Goods that are of acceptable quality (safe, durable, and fit for purpose)
  • Goods that match the description, sample, or demonstration model
  • Goods that are delivered within a reasonable time
  • Services rendered with due care and skill
  • Services completed within a reasonable time

2. Returns Within 30 Days

If you wish to return a product within 30 days of purchase, you may do so provided:

  • The product is unused and in original condition
  • All original packaging and documentation are included
  • The product has not been modified or damaged by the customer
  • You provide proof of purchase (order number or receipt)

To initiate a return, contact us at [email protected] or call +61 437 016 347 with your order number.

3. Defective or Damaged Products

If you receive a defective, damaged, or incorrect product, you are entitled to a replacement or refund. This applies regardless of the time since purchase, provided:

  • The defect or damage is not due to misuse or improper installation
  • You notify us within a reasonable time of discovering the defect
  • You provide photographic evidence of the defect or damage

We will arrange replacement or refund at no cost to you, including return shipping.

4. Manufacturer's Warranty

All Nitro Struts products come with a 1-year manufacturer's warranty covering:

  • Defects in materials and workmanship
  • Manufacturing defects
  • Failure under normal use conditions

The warranty does not cover:

  • Damage from misuse, abuse, or improper installation
  • Damage from accidents or external impact
  • Wear and tear from normal use
  • Damage from exposure to extreme temperatures or weather
  • Modifications or repairs by unauthorized parties

5. Refund Process

When you are eligible for a refund:

  1. We will process your refund within 14 business days of receiving the returned item
  2. The refund will be issued to your original payment method
  3. Shipping costs are non-refundable unless the return is due to our error or a defective product
  4. You will receive a confirmation email once the refund has been processed
  5. It may take an additional 3-5 business days for the refund to appear in your account

6. Return Shipping

For returns within 30 days (non-defective items):

  • You are responsible for return shipping costs
  • Please use a tracked shipping method
  • Send returns to: Nitro Struts, Melbourne, VIC, Australia

For defective or damaged items:

  • We will provide a prepaid return label
  • Return shipping is at our expense

7. Warranty Claims

To make a warranty claim:

  1. Contact us with your order number and proof of purchase
  2. Describe the defect or issue in detail
  3. Provide photographic evidence if possible
  4. We will assess the claim and arrange repair, replacement, or refund

Warranty claims must be made within 12 months of purchase. For defects that appear after 12 months but within a reasonable time (typically 5-7 years for gas struts), you may still be entitled to remedy under the ACL.

8. Your ACL Rights

The Australian Consumer Law provides you with rights that cannot be excluded or limited. If goods fail to comply with consumer guarantees:

  • For major failures: You may reject the goods and receive a full refund
  • For minor failures: We must repair or replace the goods
  • If repair/replacement is unsuccessful: You may receive a refund
  • You may claim compensation for loss or damage caused by the failure

These rights apply for a period of time that is considered reasonable for the goods (typically 5-7 years for automotive parts like gas struts).

9. Exceptions to Returns

The following items cannot be returned (unless defective or damaged):

  • Custom or made-to-order products
  • Clearance or final sale items
  • Items purchased during promotional sales (unless defective)

10. Contact Us

For returns, refunds, or warranty claims:

We aim to respond to all inquiries within 2 business days.

11. Policy Changes

We reserve the right to update this Returns & Refunds Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our website constitutes acceptance of any changes to this policy.