Refund policy

Last updated: 15 September 2026

This policy applies to products purchased directly from TesMate, an Australian online store operated by Jianwei Zhang, a sole trader trading as TesMate, ABN 85 426 612 643. We sell and deliver within Australia only.

Australian Consumer Law

Your rights under the Australian Consumer Law (ACL) cannot be excluded or reduced by this policy. If a product is faulty, unsafe, not of acceptable quality, materially different from its description, or not fit for a disclosed purpose, you may be entitled to a repair, replacement, refund or other remedy. The available remedy depends on whether the problem is major or minor.

For a major problem, you may choose a refund or replacement. For a minor problem, we may choose to repair the product within a reasonable time. If we cannot do so, you may be entitled to a replacement or refund. ACL claims are not limited to the 30-day change-of-mind period below.

30-day change-of-mind returns

We accept eligible change-of-mind returns requested within 30 days after delivery. Approved change-of-mind returns are subject to a 20% restocking fee, calculated on the purchase price of the returned item. This fee does not apply to faulty, damaged, incorrectly described or incorrectly supplied products, or to any remedy available under the Australian Consumer Law.

To qualify, the product must be unused, uninstalled and in resalable condition, with all supplied parts, accessories and manuals. Original packaging should be included where reasonably available. Products using adhesive tape, pads or protective backing must not have been installed and the backing must remain intact.

We may decline a change-of-mind return if the item has been used, installed, modified, damaged after delivery or returned with missing components. These conditions do not limit any ACL rights for faulty or incorrectly supplied products.

Vehicle compatibility

Please check the listed vehicle model, model year, dimensions and fitment notes before ordering. If the wrong item was selected, the return is treated as change of mind. If our compatibility information was incorrect or misleading, we will provide an appropriate remedy and cover reasonable return costs.

Faulty, damaged, missing or incorrect items

Contact us as soon as reasonably possible at info@tesmate.com.au. Include your order number, a description of the issue and, where helpful, photos or video. We may reasonably assess the product before confirming a remedy.

You do not need the original packaging for an ACL claim. Proof of purchase may be requested. Where a product is confirmed to have a problem covered by the ACL, TesMate will cover or reimburse reasonable return shipping costs.

How to start a return

  1. Email info@tesmate.com.au with your order number and reason for return.
  2. Wait for return approval and the correct return address.
  3. Pack the item securely and use a tracked service for change-of-mind returns.

Please contact us before posting a return so we can identify your order and confirm the correct return address and instructions. We do not offer in-person returns. This contact process does not limit your rights under the Australian Consumer Law.

Return shipping and original delivery charges

For change-of-mind returns, the customer pays return shipping, original delivery or express-upgrade charges are not refundable, and the applicable 20% restocking fee will be deducted from the refund. If the product is faulty, damaged in transit, incorrectly described or incorrectly supplied, costs are handled in accordance with the ACL.

If your order received free standard delivery at checkout and you return only some items because you changed your mind, we will check the value of the items you keep using the same order-value basis as the original free-delivery threshold. If it falls below A$100, the standard delivery charge that applied when you placed the order (A$11 as at 15 September 2026) will be deducted once from your refund. We will show you the calculation, together with any applicable 20% restocking fee and agreed return-label postage, before you send the return. This deduction does not apply if you paid for delivery on the original order, cannot exceed the amount otherwise refundable, and does not apply to full-order returns, orders placed before 15 September 2026, or any return or remedy under the Australian Consumer Law.

Return postage options for change-of-mind returns

After your change-of-mind return is approved, you can choose either of these options:

  • Arrange your own postage: Pay the carrier directly and send the item to the return address we provide, using a tracked service. We do not deduct a TesMate return-label charge when you arrange your own postage.
  • Request a TesMate return label: Ask us by email for a return shipping label to download and print. We will tell you the return postage cost and obtain your agreement before providing the label. The agreed postage cost will be deducted from your refund.

Return postage is separate from the existing 20% change-of-mind restocking fee. These customer-paid postage arrangements apply only to change-of-mind returns. For faulty, damaged, incorrectly supplied or misdescribed items, TesMate covers or reimburses reasonable return postage in accordance with the Australian Consumer Law; that postage is not deducted from an ACL refund.

Refunds

We complete our inspection of returned items within 3 business days after receiving them and notify you of the outcome. For approved refunds, we issue the refund to the original payment method, unless another method is agreed, within 5 business days after inspection. For an approved return, this means our inspection and refund-issuance process takes up to 8 business days from receipt of the returned item.

Business days are Monday to Friday, excluding public holidays in New South Wales. Your bank or payment provider may take additional time to credit the refund to your account. If you have not received confirmation within these timeframes, or need help tracing an issued refund, contact info@tesmate.com.au.

These timeframes do not limit your rights under the Australian Consumer Law.

Exchanges and sale items

Exchanges are subject to stock availability. Sale items may be returned under the same conditions in this policy, including the applicable change-of-mind conditions. Your Australian Consumer Law rights are unaffected.

Order changes and cancellations

Contact us promptly if you need to change or cancel an order. We will assist where possible, but an order cannot usually be changed once dispatched. After dispatch, the return conditions above apply.