At Dirt Trail Moto, we are dedicated to ensuring customer satisfaction. This Refunds and Returns Policy outlines your rights and responsibilities under the Australian Consumer Law (ACL).
1. Returns
Our products are eligible for return if they are faulty, do not match the description, or fail to meet your expectations. To be eligible, you must contact us within 30 days of receipt of the item. The item must be in its original condition and unused.
2. Refunds
Refunds will be issued if the product is confirmed to be faulty or significantly different from the description. Refunds will be processed via the original payment method within 7–10 business days after the return is received and inspected.
3. Exchanges
If you ordered the wrong product or would like a different item, please contact us. Exchanges are subject to availability, and you may need to pay additional shipping costs.
4. Custom Products
Custom items, such as our handcrafted performance pipes, are non-refundable unless faulty. Please keep in mind that minor adjustments during installation are expected for these items.
5. Contact Us
If you have questions regarding a return, refund, or exchange, please reach out to us at totto.a@hotmail.com or by phone at +61 478 761 010.
Complaints Handling Policy
Dirt Trail Moto is committed to providing a high standard of customer service and ensuring a positive experience. This Complaints Handling Policy outlines our process for addressing customer complaints in line with Australian consumer laws.
1. Making a Complaint
If you are dissatisfied with a product or service, please contact us as soon as possible. You can make a complaint by email at totto.a@hotmail.com, or by phone at +61 478 761 010. Please provide all relevant details so we can assess the issue promptly.
2. Complaint Resolution Process
Upon receiving your complaint, we will acknowledge it within 2 business days. Our team will work to resolve your complaint within 10 business days. If the matter requires further investigation, we will inform you of the expected resolution timeframe.
3. Escalation of Complaints
If you are not satisfied with our response, you may escalate the complaint by contacting the Australian Competition and Consumer Commission (ACCC) or the Australian Financial Complaints Authority (AFCA), where applicable.
4. Feedback
We welcome feedback to improve our services. Please feel free to share your thoughts and suggestions with us.
