Vicoffroad Australia

Customer Service

Vicoffroad aims to provide you with the best possible service, you might find your answers below. If not, please don't hestitate to contact us

Payment Methods

Vic offroad offers various payment options. We accept

  • Visa & MasterCard
  • PayPal
  • Direct Deposit

We are apologised that we are unable to accept BPAY and American Express at this stage.

Security

  • We do not store your credit card details anywhere on our system.
  • We use third parties gateway such as PayPal and eWay with PCI DSS Compliant (Payment Card Industry Date Security Standard) for security payment.
  • We have networking security software such as VPNs and firewall.

By using eWay payment gateway, you are secured and protected with military-grade software and servers from the most trusted security partners. eWay is a platinum partner of VeriSign.

For Bank Deposit

Bank: Commonwealth Bank of Australia

Account Name: VIC OFFROAD PTY LTD

BSB: 06 3571

Account Name: 1035 4303

Reference No: Your order number

Delivery :

  • Please note that deliver to PO BOX address is ONLY available for products below 22kg and 1M length. Please make sure you have provided a correct physical address during checkout on products of excessive size.
  • Our shipping system cannot accept order changes or cancellation after payment is made. You can follow our return policy for more information.
  • To aid in smooth and speed of delivery, ensure your address is correct during the checkout. With correct information provided, your order is dispatched within 1 business day. Any changes to address after payment made will not be considered.
  • Please allow 2 to 12 business days for product to arrive. We highly recommend to provide an answerable contact number and email address as we do make call to follow up item delivery status.
  • Your item will be sent via Australia Post or courier depending on its size and weight.

Australia Post :

  • You will receive a notification email along with a tracking number.
  • If you are not at home during normal business hours (9am – 5pm), you will receive a card indicating the item is required to be picked up from a local depot. A signature is required for collection with a valid photo ID.
  • A re-delivery fee will be charged to you for items that are returned to our warehouse due to incorrect address or failure to collect from local depot.

Courier :

  • Delivery is not available on weekends, public holidays or after business hours.
  • Please note a re-delivery fee will be charged to you for items that are returned due to incorrect address or failure to collect from local depot.
  • We aid to provide door to door delivery for every customer. However, buyers in remote areas may be required to collect item from their nearest freight depot. Please ensure if you have any questions about the re-delivery service, we are always here to back you up.

Pickup :

Please note Pickup is available only for unpaid orders

Note:

Collection required within 3 business days of stock being available.


FREE SHIPPING ZONE

We provide free delivery for most metropolitan areas in Australia, but there may be additional delivery costs associated to some areas. 

Any delivery charges for your order will be shown once your postcode is entered during the checkout process.

30 Day Change of Mind Guarantee

If for any reason you’ve changed your mind about your purchase within 30days, please contact us so they can be returned under change of mind for store credit note. A refund is not available for change of mind. Please do not return or post items before obtaining instructions from us first. If you do, there is a risk that your returned item may not be identifiable and accepted. This change of mind return policy does not affect your rights under the Australian Consumer Law including any rights you may have in respect of faulty items.

Returned items must be in resalable condition and returned in their original packaging with all accessories. You will need to send the product back on your own cost and there will be an applicable freight fee deducted from the store credit for the return. This also applies to orders canceled when the item has already been dispatched from our warehouse. The item must be in a re-saleable condition to qualify for a change of mind return. Under no circumstances will we issue a credit note before we have received your product back to our premises and checked it as being in the original unopened and undamaged packaging.

*update as of 23rd February 2022

To shop with our online store, you are deemed to acknowledge that you are at least 18 years old and have a current Australian residential address and have the capacity to enter into a legally binding agreement with us.

The terms and conditions included in each listing, together with Australian Consumer Law and user agreement, constitutes the contract between you (the customer) and Vicoffroad (the seller) for the provision of products. Buyers are assumed to agree with full terms and conditions when buying an item.

While all cares is given, any errors or omissions in the product listing are unintentional. We may correct any errors found prior to the item being dispatched.

WARRANTY:

Unless otherwise stated, Vicoffroad offers a 12 month warranty on all products from the date of purchase. It cannot be excluded under the Australian Consumer Law. The warranty period for commercial use is 3 months.

You are entitled to a replacement or a full refund for a major failure of our product. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality.

Our warranty cover does not include damage caused by normal wear and tear, accidents, misuse, neglect, and lack of maintenance, use of incorrect voltage, power surges, voltage supply problems, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions.

MAKE THE CLAIM:

  • Claim should be made via website message
  • When claim is received, our customer service will consider each claim on a case by case basis and if required, photo of proof may be requested by us to complete the claim.
  • Return label will be offered if you’re required to return our product for warranty purpose.

Payment

Payment Methods

Vic offroad offers various payment options. We accept

  • Visa & MasterCard
  • PayPal
  • Direct Deposit

We are apologised that we are unable to accept BPAY and American Express at this stage.

Security

  • We do not store your credit card details anywhere on our system.
  • We use third parties gateway such as PayPal and eWay with PCI DSS Compliant (Payment Card Industry Date Security Standard) for security payment.
  • We have networking security software such as VPNs and firewall.

By using eWay payment gateway, you are secured and protected with military-grade software and servers from the most trusted security partners. eWay is a platinum partner of VeriSign.

For Bank Deposit

Bank: Commonwealth Bank of Australia

Account Name: VIC OFFROAD PTY LTD

BSB: 06 3571

Account Name: 1035 4303

Reference No: Your order number

Shipping

Delivery :

  • Please note that deliver to PO BOX address is ONLY available for products below 22kg and 1M length. Please make sure you have provided a correct physical address during checkout on products of excessive size.
  • Our shipping system cannot accept order changes or cancellation after payment is made. You can follow our return policy for more information.
  • To aid in smooth and speed of delivery, ensure your address is correct during the checkout. With correct information provided, your order is dispatched within 1 business day. Any changes to address after payment made will not be considered.
  • Please allow 2 to 12 business days for product to arrive. We highly recommend to provide an answerable contact number and email address as we do make call to follow up item delivery status.
  • Your item will be sent via Australia Post or courier depending on its size and weight.

Australia Post :

  • You will receive a notification email along with a tracking number.
  • If you are not at home during normal business hours (9am – 5pm), you will receive a card indicating the item is required to be picked up from a local depot. A signature is required for collection with a valid photo ID.
  • A re-delivery fee will be charged to you for items that are returned to our warehouse due to incorrect address or failure to collect from local depot.

Courier :

  • Delivery is not available on weekends, public holidays or after business hours.
  • Please note a re-delivery fee will be charged to you for items that are returned due to incorrect address or failure to collect from local depot.
  • We aid to provide door to door delivery for every customer. However, buyers in remote areas may be required to collect item from their nearest freight depot. Please ensure if you have any questions about the re-delivery service, we are always here to back you up.

Pickup :

Please note Pickup is available only for unpaid orders

Note:

Collection required within 3 business days of stock being available.


FREE SHIPPING ZONE

We provide free delivery for most metropolitan areas in Australia, but there may be additional delivery costs associated to some areas. 

Any delivery charges for your order will be shown once your postcode is entered during the checkout process.

Return & Refund

30 Day Change of Mind Guarantee

If for any reason you’ve changed your mind about your purchase within 30days, please contact us so they can be returned under change of mind for store credit note. A refund is not available for change of mind. Please do not return or post items before obtaining instructions from us first. If you do, there is a risk that your returned item may not be identifiable and accepted. This change of mind return policy does not affect your rights under the Australian Consumer Law including any rights you may have in respect of faulty items.

Returned items must be in resalable condition and returned in their original packaging with all accessories. You will need to send the product back on your own cost and there will be an applicable freight fee deducted from the store credit for the return. This also applies to orders canceled when the item has already been dispatched from our warehouse. The item must be in a re-saleable condition to qualify for a change of mind return. Under no circumstances will we issue a credit note before we have received your product back to our premises and checked it as being in the original unopened and undamaged packaging.

*update as of 23rd February 2022

Warranty

To shop with our online store, you are deemed to acknowledge that you are at least 18 years old and have a current Australian residential address and have the capacity to enter into a legally binding agreement with us.

The terms and conditions included in each listing, together with Australian Consumer Law and user agreement, constitutes the contract between you (the customer) and Vicoffroad (the seller) for the provision of products. Buyers are assumed to agree with full terms and conditions when buying an item.

While all cares is given, any errors or omissions in the product listing are unintentional. We may correct any errors found prior to the item being dispatched.

WARRANTY:

Unless otherwise stated, Vicoffroad offers a 12 month warranty on all products from the date of purchase. It cannot be excluded under the Australian Consumer Law. The warranty period for commercial use is 3 months.

You are entitled to a replacement or a full refund for a major failure of our product. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality.

Our warranty cover does not include damage caused by normal wear and tear, accidents, misuse, neglect, and lack of maintenance, use of incorrect voltage, power surges, voltage supply problems, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions.

MAKE THE CLAIM:

  • Claim should be made via website message
  • When claim is received, our customer service will consider each claim on a case by case basis and if required, photo of proof may be requested by us to complete the claim.
  • Return label will be offered if you’re required to return our product for warranty purpose.

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