Returns

All returns require a return merchandise authorisation, and freight charges are strictly non-refundable.

No returns will be accepted on opened, installed or otherwise used products.

Failure to comply with the terms stated herein, may result in delayed processing and/or refusal of return.

Items that were shipped incorrectly, or have been damaged in transit, must be reviewed by a member of our customer service team.

Items that are not in stock in the warehouse that need to be special ordered form an international supplier cannot be returned.

Please make sure that returned orders are shipped well and the product and packaging is not damaged. Any damage may attract a re-boxing cost. Do not attach the return shipping label to the product packaging and this will VOID the return.

Please note, all items that are available for return will attract a 20-percent Return Fee when refunding via your original purchase method for change of mind purchases.

Non-Returnable

Any clearance items, or special order items are not eligible for return unless an agreement is made with us in writing prior to the purchase.

Refused or undeliverable orders that are returned to our warehouse will be treated like a standard return; this means that all shipping costs, including return freight charges and any fees attributed by the shipping company will be deducted from the product refund or charged to the order if the customer elects to re-ship.

Refused/Undeliverable Orders

Refused or undeliverable orders that are returned to our warehouse will be treated like a standard return; this means that all shipping costs, including return freight charges and any fees attributed by the shipping company will be deducted from the product refund or charged to the order if the customer elects to re-ship.

Cancelling Orders

Not all items purchased from us can be returned or cancelled.

Items that are not in stock in the warehouse that need to be ordered form an international supplier cannot be cancelled once they are in transit from our USA warehouse or international suppliers.

Items that are made to order or procured for an individual order cannot be cancelled once manufacture has begun or they will attract a 20-percent restocking fee.

Please also note shipping costs in your original purchase will not be refunded.

Transactional Costs

Due to the associated transactional costs from the use of Afterpay and Zip Money, any order cancelled using either payment method will attract a 6-percent processing fee.

Swapping to another product will not attract any cancellation fee.

Please note that cancellation fees if applicable is added to the processing fee and shipping costs in your original purchase will not be refunded.

Product Warranty

We are an authorised distributor for all brands and any manufacturer warranty is passed on to the original purchaser of any product.

We will also discuss warranty/returns with the supplier making the whole process as smooth and easy as possible.

Unfortunately, we are not able to warrant any items that we deem to have been misused, altered, abused or not used for their intended purpose. 

We will also not warrant a product of a brand that has not been purchased from us.

Full proof of purchase is required when submitting products for warranty.

All product warranty enquiries including pictures, proof of purchase and description of the warranty claim should be made to sales@genyhitch.com.au.

NB: It is the responsibility of the purchaser to verify the part prior to installation. Once it has been used, we cannot offer a return.

What is not covered by our warranty includes: 

  • Normal wear and tear
  • The finish on the products
  • Any consequential or incidental damages, including, but not limited to, commercial loss, loss of time, loss or damage to personal property, lodging, meals or other related travel costs, or any other incidental or consequential damages, arising out the use of the product or the inability to use the product
  • Service or labour charges in returning the product
  • Damage caused by abuse, neglect, misuse or by accident, misapplication, overloading or improper installation or improper maintenance and repair, negligence or Acts of God
  • Failure to utilise the product in compliance with its User Manual/s

We reserve the right to refuse a warranty claim if the Hitch is used with any other product or brand not manufactured by GenY Hitch. 

GenY Hitch products shall never be altered in any circumstance for any reason and will void any warranties if done. 

Your Obligation

To initiate a Warranty Claim, you are required to:

  • Contact us at the earliest sign of defect
  • Provide Proof of Purchase as the original consumer purchaser
  • Return the product to us for inspection

If you feel like you have a warranty claim based on the above terms, the next step is you fill out our warranty/replacement form here.