Returns & Refunds

Refunds – Australia

Our Refunds Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Refunds Policy at any time. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

You can begin the refund process following the link https://www.liquimoly.com.au/pre-rma-form.

Your statutory rights

Our Refunds Policy does not affect your statutory rights under the Consumer Guarantees. Consumer Guarantees include a guarantee that the products purchased will be fit for purpose, safe, lasting, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost because your satisfaction is important to us.

For more information about Consumer Guarantees and your return rights, please visit www.accc.gov.au

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order, however, mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible. To alert our team to an incorrectly shipped item, please follow this https://www.liquimoly.com.au/pre-rma-form or reach out to our customer service email at auorders@liqui-moly.com.au

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned. You can contact our customer care team and submit all details via the link. Please fill out as much detail as possible as it will ensure that our team can provide you a solution sooner. A member of the team will review the details and offer a replacement or refund (depending on the type of product failure) to resolve your query. If your product doesn't have a major fault, we'll replace your product within a reasonable time.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you fill out our multipurpose form https://www.liquimoly.com.au/pre-rma-form. Please provide details of the fault and where possible attach pictures to your message. A member of our team will review the details and offer a repair, replacement or refund (depending on the type of product failure) to resolve your query. If your product doesn't have a major fault, we'll replace or repair your product within a reasonable time.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service team via email at auorders@liqui-moly.com.au or by post at Suite 106, 26-32 Pirrama Road PYRMONT, NSW 2009.