Refund & Replacement Policy

When to contact our team

This policy applies to refund and replacement enquiries for tyres and other products purchased from Elite Brake & Mechanical. Contact us if your purchase appears faulty, damaged or different from what was described or agreed. Tell us what you expected, what has happened and when you first noticed the concern.

We will guide you through the next step after receiving your request. The appropriate outcome depends on the product, the problem and your applicable rights. If your concern relates to workshop services, use the same contact details so we can review the work with you.

Your rights come first

This policy and any manufacturer warranty operate alongside your rights under the Australian Consumer Law. They do not exclude or restrict rights that cannot lawfully be excluded.

Where a product has a major problem under the consumer guarantees, you can generally choose a refund or replacement. For a minor problem, the business generally has an opportunity to provide a free remedy within a reasonable time. The available remedy depends on the circumstances.

You do not need the original packaging to exercise your consumer-guarantee rights. A manufacturer warranty does not replace those rights or prevent you from raising the issue with the business that sold the product.

Read the ACCC guidance on repairs, replacements and refunds for further information.

Start with a clear request

Call 03 8512 0410 or email info@elitebrake.com.au. To help us find the purchase and understand your concern, include:

• Your name, preferred contact details and the date of purchase or workshop visit.
• Your receipt, invoice or another reasonable record showing the purchase.
• The product details, tyre brand and size where relevant, and your vehicle details if they relate to the issue.
• A description of the problem, when it started and any useful photographs.
• The outcome you are requesting, such as an assessment, replacement or refund.

Please avoid sending full payment-card details. If a product may be unsafe, contact us to discuss the next step before continuing to use it.

Assessment and returning a product

Speak with us before returning or sending a product so we can explain how the assessment will be arranged. Keep the product and any relevant purchase records available. Where practical, retain accessories and packaging to help identify and protect the item, without treating original packaging as a condition of your statutory rights.

We may need to inspect the product and consider the circumstances of the reported problem. After assessment, we will explain the findings and the next step. If transport or return arrangements are needed, discuss these with us first so the practical arrangements and any applicable obligations are clear.

Manufacturer warranty enquiries

Tyre and product brands may offer their own warranties with particular terms, assessment processes and coverage. We will explain any relevant manufacturer process when reviewing your request. Keep the purchase record and any warranty documentation that came with the product.

Manufacturer warranty terms are considered where relevant, but they are separate from your Australian Consumer Law rights. Contact EBM about a product purchased from us even if you are unsure whether a manufacturer warranty applies.

Refunds and replacement outcomes

Once the request has been assessed, we will let you know the status and explain the available remedy. Where a refund is due, it will be provided in the same form as the original payment, unless we agree another method with you. Where a replacement is the agreed or applicable remedy, we will discuss the replacement arrangements with you.

We will take your preference into account together with your legal rights and the assessment outcome. Processing and replacement timing will be explained for your request; this policy does not promise a fixed turnaround for every product or payment provider.

A concern about workshop services

If you have a concern about servicing, repairs or an inspection carried out by EBM, tell us what happened and provide the relevant invoice or booking details. Our Springvale team can review the service record, discuss the reported concern and explain the next step.

Consumer guarantees can also apply to services. Any remedy depends on the nature of the problem and the circumstances. Please contact us so the matter can be assessed rather than assuming that a product warranty process is the only option.

Other return requests

If the product is not faulty but your plans or preferences have changed, contact us to discuss the request. The outcome may depend on the product, its condition and any terms agreed at purchase. This policy does not create a general change-of-mind return promise, and it does not limit remedies for a product that fails a consumer guarantee.