Refund policy
Last updated: September 2026
This policy applies to products bought from Y Customs Pty Ltd (ABN 26 696 374 320) through ycustoms.com.au. Please read it together with our Shipping Policy, Terms of Service and Warranty and Fitment Information.
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. The rest of this policy explains how we handle each type of return, including situations where the law does not require us to offer a remedy.
2. Quick reference
| Situation | Outcome |
|---|---|
| Product is faulty or not as described (major failure) | Your choice of refund or replacement. Reasonable return costs covered. |
| Product is faulty (minor failure) | We repair, replace or refund within a reasonable time, at our choice. |
| Damaged in transit | Replacement or refund once assessed. Report within 3 business days with photos and keep the packaging. |
| Wrong item sent by us | Correct item sent at our cost, or refund. |
| Wrong item ordered by you (fitment, colour, variant) | Treated as change of mind. |
| Change of mind on a stock item | Store credit less 15% restocking fee. Within 14 days of delivery, unused and in original packaging. You pay return postage. |
| Custom, made to order or personalised items | No change of mind returns. Faults are still covered. |
| Painted, modified, cut, drilled, fitted or used items | No change of mind returns. Faults not caused by the modification are still covered. |
| International, trade and wholesale orders | No change of mind returns. Faults are still covered. |
3. Change of mind returns
We are not required to accept change of mind returns. As a goodwill option, we accept them on stock items on these conditions:
- Contact us within 14 days of delivery to request a return authorisation before sending anything back. Returns sent without authorisation may be refused or delayed.
- The item must be unused, unfitted, unpainted, undamaged and in its original packaging with all hardware, fasteners, brackets and accessories that came with it.
- Return postage is at your cost and risk. Use tracked postage and pack the item properly. Items damaged in return transit because of poor packaging will not be credited.
- Once the item is received and passes inspection, we issue store credit for the product price less a 15% restocking fee. Original shipping charges are not refunded.
- Items that fail inspection are either sent back to you at your cost or credited at a reduced value, at our discretion. We will contact you first.
Change of mind returns are not available on:
- custom, made to order or personalised items, including any item made in a colour, size or configuration you selected
- items marked as final sale, clearance or sample
- items that have been fitted, painted, primed, sanded, cut, drilled, glued or altered in any way
- gift cards and digital files
- international orders
- trade and wholesale orders
4. Wrong fitment
Our parts are designed for specific makes, models, years and trims and, in some cases, specific dashboards, clusters, bumpers or panels. Fitment is stated on each product page. It is your responsibility to check that a part suits your vehicle before you order. If you are unsure, message us with your year, model, trim and any modifications and we will confirm.
If you order a part that does not suit your vehicle, it is treated as a change of mind return under section 3. Fitment on modified vehicles, vehicles with non factory trim or dashes, or vehicles outside the listed compatibility is not guaranteed.
If our listing was wrong, or a part does not fit the vehicle it is listed for, we will replace it with the correct part or refund you, and cover reasonable return costs.
Always test fit a part before painting or permanent installation. See our Warranty and Fitment Information.
5. Faulty products
If you think a product is faulty:
- Stop fitting or using the part. Do not attempt to repair, modify or make it work. This can make the fault impossible to assess and may affect your claim.
- Email sales@ycustoms.com.au with your order number, a description of the problem, and clear photos or video showing the fault and the part as a whole.
- We may ask you to return the part for assessment. For parts that are easy to post, we will ask you to send them back by tracked post, and we reimburse reasonable postage if the fault is confirmed. For large items such as wings and body panels, we will arrange collection or another way to assess the part.
- If a fault is confirmed and it is a major failure, you choose a refund or a replacement. If it is a minor failure, we will repair, replace or refund within a reasonable time, at our choice.
- If no fault is found, or the problem is caused by something that is not covered (for example installation damage, modification or misuse, as explained in our Warranty and Fitment Information), we will let you know. The part can be returned to you at your cost, or we can quote a repair or replacement.
Refunds for confirmed faults go back to the original payment method. If the whole order is refunded, original shipping is refunded too.
Some things are not faults. Visible layer lines, minor surface texture, small blemishes on hidden surfaces and slight colour variation between batches are normal characteristics of 3D printed parts. Our Warranty and Fitment Information explains what is and is not covered.
6. Damaged in transit
We pack every order carefully, but carriers do sometimes damage parcels. If your order arrives damaged:
- Report it to us within 3 business days of delivery. Send photos of the outer box, the inside packaging, the damaged part and the shipping label.
- Keep all packaging until the claim is closed. The carrier may need to inspect it.
- Do not fit or use a damaged part.
Once we have assessed the damage we will replace the part or refund you. Reporting within 3 business days lets us make a claim with the carrier. A late report does not remove your consumer rights, but it can make it harder to show that the damage happened in transit rather than after delivery, so we may need more information before we can resolve it.
For large freight items, check the carton and the part at delivery and note any damage on the driver's paperwork before signing, where possible.
7. Missing or incorrect items
Check your order when it arrives. If anything is missing or incorrect, email us within 3 business days with your order number and photos of what you received, including the packing slip. We will send the missing or correct item at our cost. If we sent the wrong item, we will send you a prepaid label to return it.
8. Cancelling an order
- Stock items: cancel any time before dispatch for a full refund. After dispatch, section 3 applies.
- Made to order and custom items: production usually starts within one business day of your order. Once production has started the item is being made specifically for you and cannot be cancelled for change of mind. Contact us immediately if you need to cancel and we will tell you whether production has started.
- Preorders: cancel any time before dispatch for a full refund, unless the item is made to order in a colour or configuration you chose, in which case the made to order rule applies once production starts.
- Cancellation by us: we may cancel an order and refund you in full if a product is unavailable, if there is a pricing or listing error, if payment cannot be verified, or if we reasonably believe the order is fraudulent or breaches our Terms of Service.
9. Refunds, store credit and payment disputes
Approved refunds are processed within 5 business days to the original payment method. Your bank or payment provider may take a further 3 to 10 business days to show the funds. We cannot refund to a different card or account.
Store credit is issued as a Y Customs gift card by email and is valid for three years from the date of issue.
If you open a chargeback or payment dispute with your bank or payment provider, we will pause any return or refund in progress until the dispute is resolved, and we will give the provider our records of the order and our communication with you. Please contact us first so we can sort it out directly.
10. Trade, wholesale and business orders
Consumer guarantees under the Australian Consumer Law still apply to most business purchases. Where they do not apply (for example, goods bought for resale), our liability for any claim about the goods is limited to, at our choice, replacing or repairing the goods or refunding the price paid, and change of mind returns are not accepted.
11. Contact
Y Customs Pty Ltd
Unit 11, 70 Scorpius Road, Wattleup WA 6166, Australia
sales@ycustoms.com.au
0424 148 353
Include your order number in every message so we can help you faster.