Refund policy

Introduction

By visiting, viewing, or ordering from the CyberMetals website, you acknowledge and agree to be bound by the Terms and Conditions outlined in this agreement. This agreement governs all transactions conducted with CyberMetals, operated by VASTY ALPHA CORPORATION PTY LTD (ABN: 20 645 380 721), including but not limited to orders placed online, by phone, by email, or through any other approved sales channel.

The terms “we”, “us”, and “the Company” refer to CyberMetals. The terms “you”, “your”, and “customer” refer to website users, customers, resellers, partners, or any visitors to our website.

We reserve the right to amend this agreement from time to time by publishing updated terms on our website. Unless otherwise specified, changes take effect upon publication and apply to orders placed after the updated terms take effect.

Governing Law

• The Terms and Conditions of this agreement are governed by the applicable laws and regulations of the Commonwealth of Australia and the relevant State or Territory applicable to the supply of goods.
• Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available to customers under the Australian Consumer Law where those rights cannot lawfully be excluded, restricted, or modified.

Intended Use

• All materials on this website, including but not limited to text, images, multimedia, advertisements, and downloadable content, are published by CyberMetals and made available to a global audience. If this website is accessed from outside Australia, such access is undertaken at the user’s own risk and in compliance with the laws of the relevant jurisdiction.
• By using this website, you acknowledge that different terms and conditions may apply to Australian and international customers.
• All publicly available content may be viewed by the general public and may only be copied for personal, non-commercial use. Commercial use of any material is strictly prohibited unless prior written consent has been obtained from CyberMetals.
• Registered users may include, but are not limited to, members of the general public, employees, or representatives of companies, associations, government bodies, or other legal entities.

Disclaimer and Limitation of Liability

• All material on our website is provided on an “as is” and “as available” basis. While we take reasonable care in preparing website content, we do not warrant that all information will always be complete, current, or free from errors.
• To the maximum extent permitted by law and unless otherwise stated, we do not provide any warranty, guarantee, or representation beyond those that cannot lawfully be excluded.
• Whilst we actively seek to protect our website from malicious activity, we do not warrant or guarantee that the website will be free from viruses, hackers, denial of service attacks, or other forms of technical interference. We also do not warrant uninterrupted or continuous accessibility to the website.
• To the maximum extent permitted by law, CyberMetals is not liable for indirect or consequential loss arising from the use of, or inability to use, this website, except where such liability cannot lawfully be excluded.

Custom Orders – Not Eligible for Change-of-Mind Return

• Custom-made and special-order products are not eligible for cancellation, exchange, or return for change-of-mind reasons once the order has been confirmed and production or procurement has commenced.
• This does not affect any rights or remedies that may apply under the Australian Consumer Law in relation to faulty or non-compliant goods.
• For full details, please refer to our Custom Order Policy.

Order Cancellation Policy

We understand that customers may occasionally need to cancel an order. Whether an order can be cancelled depends on its processing status at the time the cancellation request is received.

• Standard in-stock orders may be cancelled before they enter the dispatch or pickup preparation process. A 2.5% payment processing fee will be deducted from the refund for customer-requested cancellations.
• For delivery orders, once a shipping label and tracking number have been generated, the order is considered to have entered the dispatch process. Any cancellation requested after this point will be subject to a 10% restocking fee plus a 2.5% payment processing fee.
• For warehouse pickup orders, once a Pickup Confirmation email and Pickup Ticket have been issued, the order is considered prepared and ready for collection. Any cancellation requested after this point will be subject to a 10% restocking fee plus a 2.5% payment processing fee.
• For delivery orders, this applies even if the parcel has not yet been physically collected by the carrier or the carrier’s first tracking scan has not yet appeared.
• Carrier tracking information may not always update in real time. The date or time of the first carrier scan therefore does not determine when an order entered CyberMetals’ dispatch process.
• If an order has already been collected or delivered and is no longer required, it will be handled under our standard return conditions. Applicable return freight and return fees will apply.

Pre-order, custom-made, and special-order products are subject to their own cancellation conditions as outlined in the relevant policy.

Refund Policy

• Refunds for returned goods are processed only after the returned product(s) have been received and inspected and confirmed to meet the applicable return conditions.
• Following inspection, approved refunds enter the finance processing workflow. Processing typically requires 5–10 business days from the date the warehouse confirms receipt of the returned item(s). An automatic email notification is issued once the refund has been completed. Processing times may vary during peak periods.
• Fees paid for optional services, including but not limited to the Express Warehouse Pickup Service and Shipping Protection, are generally non-refundable once the relevant service has commenced or been provided. Once pickup preparation has commenced, Express Warehouse Pickup Service fees are non-refundable. Shipping Protection fees are non-refundable once the order has entered the dispatch process.
• Products that have been mounted, installed, used, damaged after delivery, or otherwise returned in a condition that prevents resale as new are not eligible for change-of-mind return.
• Return requests based solely on a spare tyre not fitting within the vehicle’s spare wheel well will be treated as a non-defective or change-of-mind return where the product is otherwise mechanically compatible with the stated vehicle application. Spare wheel well dimensions vary significantly between manufacturers, models, model years, and trim levels, and CyberMetals cannot guarantee that every spare tyre will fit within the vehicle’s original storage compartment unless expressly stated otherwise.
• For non-defective returns, the customer is responsible for arranging and paying the return freight unless otherwise agreed by CyberMetals.
• Orders paid using finance or payment plan options are not eligible for refund.
• Wheel and tyre packages that have been mounted, fitted, balanced, installed, or otherwise prepared specifically for the customer are not eligible for change-of-mind return.
• Pre-order items are subject to separate cancellation and return conditions due to inventory allocation. Cancellations prior to dispatch may incur a 5% cancellation fee. Once the order has entered the dispatch process, non-defective returns may incur restocking and processing fees, with return freight at the buyer’s expense. For full details, please refer to our Pre-Order Policy.

The above cancellation and return fees apply to customer-requested cancellations and non-defective returns. They do not limit any rights or remedies available under the Australian Consumer Law in relation to faulty or non-compliant goods.

Non-Defective Returns

Eligible non-defective products may be returned within 60 days of delivery or pickup, subject to the conditions outlined in this policy.

• The product must be unused, uninstalled, and in its original condition and original packaging.
• All accessories, complimentary items, components, manuals, packaging, and other items originally supplied with the product must also be returned.
• The customer is responsible for return freight.
• Eligible non-defective returns will incur a 10% restocking fee + 2.5% payment processing fee (if applicable).
• Original shipping charges and fees for services already provided are non-refundable.
• No change-of-mind returns are accepted after 60 days from delivery or pickup.

The restocking fee contributes to the additional handling involved in receiving, inspecting, processing, repackaging where required, and returning eligible products to saleable inventory.

Exchange Policy

CyberMetals may approve exchange requests for eligible products that are unused, uninstalled, and returned in accordance with this policy. All exchange requests are subject to product availability, inspection, and approval by CyberMetals.

Where an exchange is approved, the following conditions apply:

• If the replacement product has a higher selling price than the original product, the customer must pay the price difference before the replacement order is dispatched.
• If the replacement product has a lower selling price than the original product, no refund, store credit, or reimbursement of the price difference will be provided.
• Any applicable freight, restocking, processing, or administrative charges may still apply.

Exchange requests are treated as a replacement arrangement rather than a cancellation and repurchase. Product pricing may vary due to promotions, inventory levels, supplier costs, freight costs, or market conditions. For this reason, price differences are not refundable when exchanging to a lower-value product.

CyberMetals reserves the right to assess and approve exchange requests at its discretion.

New Zealand Returns & Refund Conditions

Orders delivered to New Zealand are subject to the following additional return and refund conditions due to the nature of international shipping and handling.

Non-Defective Returns
Returns for change of mind or other non-quality-related reasons may be accepted in accordance with this policy; however, the buyer is responsible for all return shipping costs, including freight, duties, taxes, and any associated clearance fees. Standard restocking and processing fees continue to apply.

Faulty or Incorrect Products
If a product is received in a faulty or incorrect condition, CyberMetals will review the matter and provide an appropriate resolution in accordance with the circumstances and any applicable consumer rights.

To assist us in assessing a claim, customers may be asked to provide clear photos or videos together with relevant order and product information.

Once the issue has been assessed, the appropriate solution may include repair, replacement, refund, partial refund, supply of replacement components, or another suitable remedy depending on the circumstances and applicable consumer law.

Due to the cost and complexity of international return logistics, CyberMetals may determine that physical return of the product is not required before providing an appropriate resolution, where permitted by applicable law.

By placing an order for delivery to New Zealand, you acknowledge that these additional international shipping and return conditions apply to your order, subject to any rights that cannot lawfully be excluded.

Submit a Qualified Return Request

• Change-of-mind return rights under this policy are available only to the original buyer and are not transferable to second-hand purchasers.
• Offline retail customers should submit their return or warranty request through the retailer from whom the product was originally purchased, unless otherwise required by applicable law.
• For a non-defective return, the product must be unused, uninstalled, and in its original condition and original packaging, including any complimentary parts or accessories supplied with the order.
• Eligible non-defective returns made within 60 days of delivery or pickup will incur a 10% restocking fee and a 2.5% payment processing fee where applicable.
• No change-of-mind returns are accepted after 60 days from delivery or pickup.

Procedures to Follow While Making a Claim / Return

• Contact CyberMetals or your assigned account manager to notify us of the issue or return request.
• Depending on the nature of the request, we may ask you to provide the following information:

1. A copy of the original invoice or your CyberMetals order number.
2. A written statement or email explaining the issue encountered and the circumstances in which it occurred.
3. Where vehicle compatibility is relevant, the year, make, model, and variant of the vehicle.
4. Clear photo(s) showing the product, relevant issue, laser-marked serial number, product information, or packing box label where applicable.
5. If more than one product is affected, clear photos or supporting information for each affected item.
6. Video evidence may also be requested where reasonably required to demonstrate or assess the reported issue.

• Providing information, photographs, videos, or returning a product for inspection does not by itself confirm that a product is faulty or that a particular remedy has been approved. The information is used to assess the claim and determine the appropriate next step.
• Where inspection of a returned product is required, CyberMetals will assess the product in accordance with the reported issue and applicable consumer rights before determining the appropriate resolution.
• If a product issue is verified and CyberMetals is responsible for arranging its return, we will arrange collection through an appointed freight provider where appropriate. The customer must prepare and label the product in accordance with the provided instructions and make it available for the scheduled pickup.
• If a customer independently arranges return freight without prior agreement from CyberMetals, responsibility for the returned goods remains with the customer until the goods are received by CyberMetals. Reimbursement of independently arranged freight is not guaranteed unless agreed in advance or otherwise required by law.
• CyberMetals is not responsible for third-party removal, installation, balancing, vehicle downtime, loss of use, or other associated costs except where reimbursement or another remedy is required under applicable consumer law.
• Retention of Title: Goods supplied by CyberMetals remain the property of CyberMetals until payment has been received in full.

This policy may be updated from time to time. Please refer to the latest version published on our website. Updates do not retrospectively alter the terms that applied to an order where doing so would be inconsistent with applicable law.