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

  • Shipping

  • Return & Refund

  • Warranty

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

Free Shipping Zone

We offer free delivery to most metropolitan areas in Australia. Regional and remote areas may carry an additional delivery cost. Enter your postcode at checkout to see any charges that apply.

Some products qualify for free delivery Australia-wide. These are marked Free Shipping Australia-wide on the product page and have no extra cost for any Australian address.

Delivery

  • We don't ship to PO Boxes. Please provide a physical street address at checkout.
  • Once payment is made, we can't change or cancel orders. If you need to return an item, see our Return Policy.
  • Double-check your address at checkout. With correct details, your order is dispatched within 1 business day. Address changes can't be made after payment.
  • Please allow 2 to 12 business days for product to arrive. Please provide a contact number and email you can answer, as we may need to call you about your delivery.
  • Items are sent via Australia Post or courier depending on size and weight.

Australia Post

  • You'll receive a confirmation email with a tracking number.
  • If you're not home during business hours (9am to 5pm), you'll receive a card to collect the item from your local depot. A signature and valid photo ID are required for collection.
  • A re-delivery fee applies for items returned to our warehouse due to an incorrect address or failure to collect from the depot.

Courier

  • Courier delivery is not available on weekends, public holidays, or after business hours.
  • A re-delivery fee applies for items returned due to an incorrect address or failure to collect from the depot.
  • We aim to provide door-to-door delivery for every customer. Buyers in remote areas may need to collect from the nearest freight depot. If you have any questions about re-delivery, get in touch. We're here to help.

Pickup

Local pickup is available from our Altona warehouse in Victoria. Pay online, and we'll email you when your order is ready to collect.

In-stock items are usually ready within 2 hours. Pre-sale items are ready within 3 business days of stock arriving.

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.

Please note that a return will be considered a "change of mind" if the product is not faulty, damaged, or incorrectly supplied, even if: The item was purchased as a gift but is not suitable for the recipient, The wrong item was ordered by mistake, The buyer later found the item unsuitable for their intended use, or The product specifications or features did not meet personal expectations. In such cases, refunds are not available, and returns will be processed as a store credit or exchange in accordance with our standard return policy.

*update as of 13th November 2025

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.

Our warranty covers only the original purchaser and is not transferable in the event of resale

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.

Payments

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

Free Shipping Zone

We offer free delivery to most metropolitan areas in Australia. Regional and remote areas may carry an additional delivery cost. Enter your postcode at checkout to see any charges that apply.

Some products qualify for free delivery Australia-wide. These are marked Free Shipping Australia-wide on the product page and have no extra cost for any Australian address.

Delivery

  • We don't ship to PO Boxes. Please provide a physical street address at checkout.
  • Once payment is made, we can't change or cancel orders. If you need to return an item, see our Return Policy.
  • Double-check your address at checkout. With correct details, your order is dispatched within 1 business day. Address changes can't be made after payment.
  • Please allow 2 to 12 business days for product to arrive. Please provide a contact number and email you can answer, as we may need to call you about your delivery.
  • Items are sent via Australia Post or courier depending on size and weight.

Australia Post

  • You'll receive a confirmation email with a tracking number.
  • If you're not home during business hours (9am to 5pm), you'll receive a card to collect the item from your local depot. A signature and valid photo ID are required for collection.
  • A re-delivery fee applies for items returned to our warehouse due to an incorrect address or failure to collect from the depot.

Courier

  • Courier delivery is not available on weekends, public holidays, or after business hours.
  • A re-delivery fee applies for items returned due to an incorrect address or failure to collect from the depot.
  • We aim to provide door-to-door delivery for every customer. Buyers in remote areas may need to collect from the nearest freight depot. If you have any questions about re-delivery, get in touch. We're here to help.

Pickup

Local pickup is available from our Altona warehouse in Victoria. Pay online, and we'll email you when your order is ready to collect.

In-stock items are usually ready within 2 hours. Pre-sale items are ready within 3 business days of stock arriving.

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.

Please note that a return will be considered a "change of mind" if the product is not faulty, damaged, or incorrectly supplied, even if: The item was purchased as a gift but is not suitable for the recipient, The wrong item was ordered by mistake, The buyer later found the item unsuitable for their intended use, or The product specifications or features did not meet personal expectations. In such cases, refunds are not available, and returns will be processed as a store credit or exchange in accordance with our standard return policy.

*update as of 13th November 2025

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.

Our warranty covers only the original purchaser and is not transferable in the event of resale

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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