Refund policy

Return and Refund Policy

At Offroad Juniors, we want you to be satisfied with your purchase. This policy explains how returns, refunds, exchanges, damaged deliveries and product faults are handled.

This policy applies to purchases made through offroadjuniors.com.au.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Customers may be entitled to a repair, replacement or refund when a product does not meet the applicable consumer guarantees.

Change-of-mind returns

We accept eligible change-of-mind returns when:

You contact us within 14 days of receiving your order.
The product has not been assembled, used, ridden, charged or damaged.
The product is in its original, unopened and undamaged packaging.
All accessories, chargers, remote controls, manuals, tools and parts are included.
You provide valid proof of purchase.
We approve the return before the product is sent back.

Because our ride-on vehicles are large products requiring specialised freight, customers are responsible for all return shipping costs for change-of-mind returns.

Original delivery charges are not refundable.

We may deduct reasonable costs for missing items, damaged packaging or a reduction in the product’s value caused by handling beyond what was reasonably necessary to inspect it.

We do not guarantee a change-of-mind return after a product has been opened, assembled, charged or used.

Australian Consumer Law does not automatically require a business to provide a refund because a customer changed their mind, ordered the wrong product or found the product cheaper elsewhere.

Products that cannot be returned for change of mind

Change-of-mind returns are not accepted for:

Products that have been assembled, charged, tested or used.
Products with scratches, marks, dirt, tyre wear or other signs of use.
Products returned without their original packaging.
Products missing parts, accessories, instructions, chargers or remote controls.
Clearance, customised, special-order or pre-order products, unless otherwise agreed.
Products damaged after delivery through misuse, incorrect assembly, accidents, neglect or improper storage.
Gift cards.

These exclusions do not affect your rights where a product is faulty or otherwise fails to meet a consumer guarantee.

Order cancellations

Please contact us immediately if you need to cancel an order.

An order may be cancelled for a full refund before it has been processed, packed, dispatched or specially ordered from a supplier.

Once an order has been dispatched, it will be treated as a change-of-mind return. Delivery, redirection and return freight charges may be deducted from the refund.

Special-order, customised or pre-order products may not be cancelled after the order has been placed with the supplier, except where required by law.

Damaged deliveries

Please inspect all cartons and products as soon as possible after delivery.

If the packaging or product appears damaged:

Take clear photographs of the packaging before opening it.
Take photographs or videos showing the product damage.
Keep all cartons, packaging, labels and accessories.
Contact us within 48 hours of delivery.

When signing for delivery, please note any visible damage on the driver’s delivery record where possible.

Do not assemble, charge or use a product that appears seriously damaged or unsafe.

Reporting delivery damage within 48 hours helps us investigate the matter with the freight provider. However, this reporting period does not limit any rights you may have under Australian Consumer Law.

Missing or incorrect items

Please contact us as soon as possible if:

You receive the wrong product.
Parts or accessories are missing.
The quantity delivered is incorrect.

Send us your order number and clear photographs of everything received. Once confirmed, we will arrange the appropriate replacement, missing part or other remedy.

Faulty products

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

Products must be of acceptable quality, safe, durable, free from defects, match their description and be reasonably fit for their intended purpose.

If you believe your product is faulty, please stop using it where continued use may cause further damage or create a safety risk.

Your name and order number.
The product model.
A clear description of the problem.
Photographs or videos demonstrating the fault.
Details of when the issue first occurred.
Confirmation that the product was assembled and used according to the instructions.

We may ask you to complete basic troubleshooting or inspect connections, batteries, chargers, fuses or controls. This helps identify whether a replacement part, repair or another remedy is appropriate.

Minor problems

Where a product has a minor problem, we may choose to:

Repair the product within a reasonable time.
Supply a replacement component.
Replace the product.
Offer another remedy permitted under Australian Consumer Law.

If we cannot repair a minor problem within a reasonable time, you may be entitled to have the product repaired elsewhere and recover reasonable costs, or reject the product and request an appropriate remedy.

Major problems

A problem may be major when, for example:

A reasonable customer would not have purchased the product if they had known about the problem.
The product is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time.
The product is unsafe.
The product is significantly different from its description or demonstration model.

For a major problem, you may be entitled to choose between a refund or replacement, subject to Australian Consumer Law. The available remedy generally depends on whether the problem is major or minor.

Product assessment

We may need to inspect or assess the product before confirming the cause of a reported fault and the appropriate remedy.

Where practical, we may first provide replacement parts or arrange remote troubleshooting. Large ride-on vehicles may not need to be returned in full when the issue can be resolved by replacing a battery, charger, controller, motor, switch or another component.

We will cover reasonable return or collection costs where the product is confirmed to have a fault covered by Australian Consumer Law.

If the assessment determines that the product is not faulty, or that the issue resulted from misuse, incorrect assembly, accidental damage or another excluded cause, the customer may be responsible for reasonable inspection, collection, return or repair costs. We will advise you before carrying out chargeable work.

Problems not covered

A repair, replacement or refund may not be available where the problem was caused by:

Incorrect assembly or installation.
Failure to follow the operating or charging instructions.
Using an incorrect charger or electrical supply.
Overcharging, undercharging or improper battery storage.
Water exposure where the product is not designed for wet conditions.
Collision, impact, rollover or accidental damage.
Excessive rider weight or use outside the recommended age, weight or terrain limits.
Commercial, rental or unauthorised use.
Unauthorised modifications or repairs.
Normal wear and tear.
Cosmetic damage that does not affect operation.
Failure to maintain the product.
Misuse, neglect or unsafe operation.
A fault that was clearly disclosed before purchase.

Consumer guarantees generally do not apply where a customer caused the problem through misuse or knew about the relevant fault before purchasing.

Batteries and normal wear

Rechargeable batteries naturally lose capacity over time. Battery operating time can vary depending on rider weight, terrain, speed, temperature, charging practices and product use.

A gradual reduction in battery performance caused by normal use and ageing is not necessarily a manufacturing fault.

Tyres, wheels, seats, body panels, stickers and other components may also experience normal wear through use.

This section does not exclude claims relating to premature failure, manufacturing defects or other rights under Australian Consumer Law.

Return authorisation

Do not return a product without contacting us first.

To request a return, email:

sales@offroadjuniors.com.au

Please include your order number, reason for the return and supporting photographs or videos.

If approved, we will provide return instructions and the correct return address. Products sent without approval may be refused or may experience processing delays.

Preparing an approved return

The customer must:

Drain or secure the product as instructed.
Disconnect the battery where requested.
Pack the product safely.
Use the original packaging where available.
Include all parts, accessories and documentation.
Clearly display the return reference provided by us.
Use a trackable and appropriately insured freight service.

Offroad Juniors is not responsible for loss or damage occurring during customer-arranged return freight.

Return freight for large products

Ride-on cars, buggies, ATVs, dirt bikes and similar products are bulky and cannot usually be returned through standard parcel post.

Return freight costs depend on the product’s size, weight and collection location.

For approved change-of-mind returns, the customer must arrange and pay for return freight unless we agree otherwise.

For confirmed faulty, damaged or incorrectly supplied products, we will arrange or reimburse reasonable transport costs where required under Australian Consumer Law.

Refund processing

Once an approved return is received and inspected, we will notify you of the outcome.

Approved refunds will generally be processed within 5–10 business days using the original payment method.

Your bank, credit-card provider or payment platform may require additional time to display the refund.

Refunds cannot normally be issued to a different card, account or person.

Exchanges

Eligible exchanges are subject to product availability.

For change-of-mind exchanges, the customer is responsible for:

Returning the original product.
Return freight costs.
Delivery costs for the replacement product.
Any difference in product price.

Where a replacement product costs less, the difference will be refunded after applicable charges have been deducted.

Sale and clearance products

Sale and clearance products have the same rights under Australian Consumer Law as full-priced products.

A product cannot be excluded from a remedy merely because it was sold at a discounted price. However, a customer may not be entitled to a remedy for a fault that was clearly disclosed before purchase.

Proof of purchase

We may request proof of purchase before processing a return or claim.

Proof of purchase may include:

An order confirmation.
A tax invoice or receipt.
A payment record.
Another document showing the purchase date, supplier and amount paid.

A receipt is not necessarily the only acceptable proof of purchase.

Original packaging

Original packaging is required for voluntary change-of-mind returns.

However, a customer’s rights regarding a faulty product are not automatically lost merely because the original packaging has been discarded.

Contact us

For return, refund or warranty enquiries, contact:

Offroad Juniors
Email: sales@offroadjuniors.com.au
Phone: 0431 489 878
Pickup & Returns Location: 2/493 Hammond Rd, Dandenong South VIC 3175
ABN: 36 665 639 341

Please include your order number in all correspondence.

Last updated: 19 September 2026