At Five Star Towbars, we want you to be completely satisfied with your purchase. This policy explains your rights to return products, request a refund, or arrange an exchange. It applies to all products purchased through fivestartowbars.com and is in addition to your rights under the Australian Consumer Law.
Your rights under 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 to 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.
Change of mind returns
If you have simply changed your mind, we’re happy to accept a return within 30 days of delivery, provided the item is unused, uninstalled and in its original condition; in its original packaging with all accessories, fittings and instructions included; and accompanied by proof of purchase. Change-of-mind returns are offered as a refund or exchange. Return shipping costs for change-of-mind returns are the responsibility of the customer, and the original outbound shipping charge is non-refundable. We recommend using a tracked service, as we cannot process a return for an item we do not receive. Custom-made, cut-to-order or special-order items may not be eligible for change-of-mind returns.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or is not what you ordered, please contact us within 7 days of delivery with your order number and a description (and photos where possible). For faulty or incorrect items we will cover the cost of return shipping, and you may choose a repair, replacement or full refund in accordance with the Australian Consumer Law.
Warranty claims
Many products we sell are covered by a manufacturer’s warranty. If a fault appears after the initial delivery period but within the warranty term, contact us and we will help you make a warranty claim. Warranty outcomes are assessed in line with the manufacturer’s terms and your rights under the Australian Consumer Law.
How to start a return
- Contact us at sales@fivestartowbars.com or 1300 787 008 with your order number and the reason for return.
- We’ll confirm whether the item is eligible and provide return instructions and a return address.
- Pack the item securely and send it back with tracking, or arrange collection where applicable.
Refund process and timeframes
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are processed to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take a few additional days for the funds to appear.
Exchanges
If you’d like to exchange an item for a different product, size or fitment, contact us and we’ll arrange it. Where there’s a price difference, we’ll either refund or invoice the balance.
Contact us
- Email: sales@fivestartowbars.com
- Phone: 1300 787 008
- Business hours: Monday–Friday, 8:00am – 5:00pm