MY SHOUT INDUSTRIES PTY LTD (ABN 50 687 658 519) trading as Wide Bay Trailers

Effective Date: 01/10/2025
Last Updated: 02/07/2026

IMPORTANT: YOUR CONSUMER RIGHTS

Under the Australian Consumer Law, you have automatic rights (called Consumer Guarantees) that cannot be excluded, restricted, or modified by this policy or any other agreement.

If the products or services you purchase from us have a problem, you may be entitled to a free repair, replacement, refund, or compensation under the Australian Consumer Law. These rights apply regardless of any voluntary warranty we or the manufacturer provides.

This Returns and Refunds Policy operates in addition to your Consumer Guarantee rights, not instead of them.

For full details of your Consumer Guarantee rights, please see Section 4 of our Terms and Conditions.

1. RETURNS UNDER AUSTRALIAN CONSUMER LAW

1.1 When You Can Return Products

You are entitled to a remedy (repair, replacement, or refund) if the products you purchase from us:

  • Are faulty or defective
  • Do not match the description we provided
  • Are not fit for their intended purpose
  • Are not of acceptable quality
  • Do not match the sample or demonstration model
  • Have any other failure to meet the Consumer Guarantees

1.2 Major Failures

If there is a major failure with your product, you can choose either a replacement or refund, plus compensation for any other reasonably foreseeable loss or damage.

A major failure occurs when:

  • The product has a problem that would have stopped you from buying it if you had known about it
  • The product is significantly different from the description or sample
  • The product is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time
  • The product is unsafe

1.3 Minor Failures

For minor failures, we will repair the product or resolve the problem within a reasonable time at no cost to you. If we fail to do so within a reasonable time, you can choose a refund or replacement.

1.4 How Long Do These Rights Last?

Your Consumer Guarantee rights last for a reasonable time based on the nature and price of the product. For trailers and trailer parts, this is typically several years, depending on:

  • The price you paid
  • The quality and durability we represented or you could reasonably expect
  • Whether the product is new or second-hand
  • The nature and extent of any problem

These rights may extend well beyond any manufacturer’s warranty period.

1.5 How to Make a Consumer Guarantee Claim

If you believe your product has failed to meet a Consumer Guarantee:

Step 1: Contact Us

  • Email: [email protected]
  • Phone: 1300 237 887
  • In Person: 68 Mulgrave Street, Gin Gin, Queensland 4671

Step 2: Provide Information

  • Your proof of purchase (invoice, receipt, or order confirmation)
  • Description of the problem
  • Photos or evidence of the defect (if applicable)
  • Details of when the problem was discovered

Step 3: Assessment We will assess your claim and determine the appropriate remedy. We may need to inspect the product.

Step 4: Remedy We will provide the appropriate remedy within a reasonable time-frame. For major failures, you choose between replacement or refund. For minor failures, we will repair or replace the product.

1.6 Return Costs for Consumer Guarantee Claims

If your product fails to meet a Consumer Guarantee, we will cover all reasonable costs associated with the return, including:

  • Freight/shipping costs to return the product to us
  • Freight/shipping costs to send the replacement product to you
  • Any reasonable costs you incur in arranging the return

You will not be charged any restocking fees or other penalties for legitimate Consumer Guarantee claims.

1.7 Products We Supplied Incorrectly

If we supplied you with the wrong product due to our error (for example, wrong size, wrong model, or incorrect item shipped), this is our mistake and we will:

  • Arrange collection of the incorrect product at our cost
  • Send you the correct product at our cost
  • Provide a full refund if you no longer want the product
  • Cover all freight costs both ways

There are no restocking fees or penalties when we make an error.

2. CHANGE OF MIND RETURNS (VOLUNTARY POLICY)

IMPORTANT: We are not required by law to provide refunds, exchanges, or returns if you simply change your mind, made a wrong choice, or found the product cheaper elsewhere. However, as a gesture of goodwill, we may accept change of mind returns at our discretion under the conditions below.

2.1 Eligibility for Change of Mind Returns

We may accept a change of mind return if:

  • You contact us within 7 days of the original purchase date
  • The product is in its original condition, unused, and with all original packaging, accessories, and documentation
  • You provide your original invoice or receipt
  • The product was not custom-made, special order, or made-to-order for you
  • The product has not been installed, modified, or assembled
  • Management approves the return (approval is at our complete discretion)

2.2 Custom-Made and Made-to-Order Products

Change of mind returns are NOT accepted for:

  • Custom-built trailers made to your specifications
  • Special order items ordered specifically for you
  • Modified or customised products
  • Products made to order based on your requirements

These exclusions do not affect your Consumer Guarantee rights if the product is faulty or doesn’t meet the Consumer Guarantees.

2.3 Change of Mind Return Process

Step 1: Request Approval Contact us within 7 days:

Provide:

  • Your order number and proof of purchase
  • Reason for the return
  • Confirmation the product is unused and in original condition

Step 2: Wait for Approval We will review your request and notify you within 2 business days whether your return has been approved.

Step 3: Return the Product (if approved) Return the product to: Wide Bay Trailers
68 Mulgrave Street
Gin Gin, Queensland 4671
Australia

Important:

  • You are responsible for all return shipping costs
  • We recommend using a tracked and insured shipping method
  • Products damaged in return transit are your responsibility
  • Products must be received by us in original condition

2.4 Change of Mind Restocking Fee

If your change of mind return is approved, we will charge a 35% restocking fee to cover:

  • Original postage and handling costs
  • Administrative costs
  • Inspection and repackaging costs

Example: If you purchased a product for $1,000 (including $100 freight), your refund would be calculated as:

  • Original purchase price: $1,000
  • Less 35% restocking fee: $350
  • Refund amount: $650

2.5 Change of Mind Refund Method

Approved change of mind refunds will be processed to your nominated bank account within 10 business days of us receiving and inspecting the returned product.

3. INCORRECTLY ORDERED PRODUCTS

3.1 Your Responsibility to Check Orders

You are responsible for ensuring you order the correct products. Please carefully check:

  • Product specifications, dimensions, and capacity
  • Compatibility with your vehicle or intended use
  • Quantities and models

We strongly recommend:

  • Reviewing product specifications on our website
  • Contacting us if you’re unsure: 1300 237 887
  • Visiting our showroom to inspect products in person
  • Seeking professional advice if needed

3.2 Returns for Incorrectly Ordered Products

If you ordered the wrong product due to your own error (not a failure to meet Consumer Guarantees):

  • Returns are not automatic and require prior management approval
  • If approved, this would be treated as a change of mind return (see Section 2)
  • The 35% restocking fee applies
  • You pay all return shipping costs
  • Custom-made or special order items cannot be returned

3.3 Our Obligation to Provide Accurate Information

While you are responsible for selecting the correct product, we are legally required to provide accurate information about our products. If we provided incorrect or misleading information that caused you to order the wrong product, this is a Consumer Guarantee issue and Section 1 applies (not Section 2 or 3).

4. RETURN TIME-FRAMES

4.1 Notifying Us of Problems

For Consumer Guarantee issues: You should notify us as soon as you become aware of a problem. While there is no specific time limit for notifying us of Consumer Guarantee failures, you should contact us within a reasonable time of discovering the issue.

For change of mind returns: You must contact us within 7 days of the original purchase date.

4.2 Returning Products to Us

Once we have authorised a return, you must return the product within:

  • 7 days for change of mind returns
  • 30 days for Consumer Guarantee claims (or as otherwise agreed)

If you fail to return the product within the specified time-frame, we may withdraw our return authorisation.

5. HOW TO RETURN PRODUCTS

5.1 Return Address

Unless we direct you otherwise, return products to:

Wide Bay Trailers
68 Mulgrave Street
Gin Gin, Queensland 4671
Australia

5.2 In-Person Returns

You may return products in person during business hours:

Monday to Friday: [Insert Hours]
Saturday: [Insert Hours if applicable]
Sunday: Closed

Please call ahead to ensure someone is available to process your return: 1300 237 887

5.3 Shipping Returns

For products returned by freight:

  • Use the original freight delivery company if possible
  • Contact us if you’re unsure which shipping method to use: 1300 237 887
  • Pack the product securely to prevent damage in transit
  • Use tracked and insured shipping (especially for valuable items)
  • Retain proof of shipping

Who pays for return shipping:

  • Consumer Guarantee claims: We pay all reasonable return costs
  • Our error (wrong product supplied): We pay all costs
  • Change of mind returns: You pay all costs

5.4 Packaging Requirements

Products must be returned:

  • In original packaging where possible
  • If original packaging is unavailable, use similar suitable packaging that adequately protects the product
  • With all accessories, parts, documentation, and components
  • Clean and in the condition you received them (unless the issue is a defect)

5.5 Proof of Purchase Required

All returns must include proof of purchase:

  • Original or copy of invoice
  • Receipt
  • Order confirmation email
  • Bank/credit card statement showing the transaction

Returns without proof of purchase cannot be processed.

6. REFUND AND REPLACEMENT PROCESSING

6.1 Inspection

Upon receiving your returned product, we will:

  • Inspect the product within 5 business days
  • Verify the product matches your return authorisation
  • Assess the condition of the product
  • Determine the appropriate remedy

6.2 Refund Method

Refunds will be processed:

  • To your nominated Australian bank account, or
  • Using the original payment method (if you prefer and it’s practical)
  • Within 10 business days of approving your return

We will not provide refunds as cash or store credit unless you specifically request it.

6.3 Replacement Products

If you are entitled to a replacement:

  • We will send the replacement product within 5-10 business days of approving your return
  • We will cover freight costs for Consumer Guarantee replacements
  • You pay freight for approved change of mind replacements

6.4 Repairs

For minor Consumer Guarantee failures, we may repair the product:

  • Repairs must be completed within a reasonable time
  • Repairs must be at no cost to you
  • If we cannot repair the product within a reasonable time, you can choose a refund or replacement

7. WARRANTIES AND GUARANTEES

7.1 Manufacturer’s Warranties

Many products we sell include manufacturer’s warranties. Manufacturer’s warranties are in addition to your Consumer Guarantee rights under the Australian Consumer Law.

Warranty information is provided:

  • On product packaging
  • In product documentation
  • On manufacturer websites
  • By request from our sales team

7.2 Our Warranty

We may provide our own warranty on certain products. Details of any Wide Bay Trailers warranty will be provided to you at the time of purchase.

7.3 Making a Warranty Claim

All warranty claims should be directed to Wide Bay Trailers first:

  • Email: [email protected]
  • Phone: 1300 237 887
  • In Person: 68 Mulgrave Street, Gin Gin, Queensland 4671

Even if we are not the manufacturer of the product, you must seek remedies from us (the seller), not directly from the manufacturer. We will handle warranty issues with the manufacturer on your behalf.

7.4 Mandatory Warranty Notice

Where products come with a manufacturer’s warranty against defects, the following mandatory text applies:

“Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”

7.5 What Warranties Don’t Cover

Warranties (including manufacturer’s warranties) typically do not cover:

  • Normal wear and tear
  • Damage from misuse, abuse, neglect, or accidents
  • Failure to maintain the product as recommended
  • Modifications or unauthorised repairs
  • Use contrary to instructions or for abnormal purposes
  • Damage from corrosion, rust, or environmental factors (unless the product was represented as resistant to such damage)

However, these warranty exclusions do not limit your Consumer Guarantee rights. Even if a warranty has expired or doesn’t cover a particular issue, you may still have rights under the Consumer Guarantees.

8. WHAT WE WILL NOT ACCEPT FOR RETURN

We cannot accept returns in the following circumstances:

8.1 No Consumer Guarantee Failure

We are not required to provide a remedy if:

  • You simply changed your mind (unless we approve under Section 2)
  • You found the product cheaper elsewhere
  • You decided you don’t like the colour, size, or style (unless it doesn’t match the description we provided)
  • You no longer have a use for the product

8.2 Problem Caused by You

  • You misused the product or used it abnormally
  • You failed to follow operating or maintenance instructions
  • You damaged the product through negligence or accident
  • You modified the product or had it repaired by an unauthorised person

8.3 Product Condition

  • The product has been installed, assembled, or used (for change of mind returns only)
  • Original packaging, parts, or accessories are missing (for change of mind returns only)
  • The product has been damaged after purchase (unless due to a defect)

8.4 Other Circumstances

  • You cannot provide proof of purchase
  • The product was not purchased from Wide Bay Trailers
  • The product is a custom-made or special order item (for change of mind returns only)
  • You are returning the product outside the permitted time-frames

These exclusions do not apply to legitimate Consumer Guarantee claims where the product is faulty or fails to meet the Consumer Guarantees.

9. IMPORTANT INFORMATION

9.1 You Cannot Waive Your Consumer Guarantee Rights

Nothing in this policy, our Terms and Conditions, any invoice, receipt, or other document can take away or limit your Consumer Guarantee rights under the Australian Consumer Law.

Any term that attempts to exclude, restrict, or modify the Consumer Guarantees is void and unenforceable.

9.2 “No Refunds” Signs

We do not display “no refunds” signs because such signs are misleading and potentially illegal. You always have Consumer Guarantee rights regardless of any policy or signage.

9.3 Extended Warranties

We may offer optional extended warranties on certain products. Extended warranties:

  • Are entirely optional – you are not required to purchase them
  • Operate in addition to Consumer Guarantees
  • Cannot replace or limit your Consumer Guarantee rights
  • May provide benefits beyond what the Consumer Guarantees cover

Before purchasing an extended warranty, understand what it covers and whether it provides any benefit beyond your existing Consumer Guarantee rights.

9.4 Business Purchases

If you purchase products for business use and the products are not “consumer goods” under the ACL (generally goods over $100,000 or not ordinarily acquired for personal, domestic, or household use), different rules may apply. Please contact us to discuss your rights for business purchases.

10. DISPUTES AND COMPLAINTS

If you are not satisfied with how we have handled your return, refund, or warranty claim:

10.1 Contact Our Management

Step 1: Escalate to management

We will review your complaint and respond within 7 business days.

10.2 External Dispute Resolution

If we cannot resolve your complaint, you can contact:

Office of Fair Trading Queensland
Phone: 13 QGOV (13 74 68)
Website: www.qld.gov.au/fairtrading

Australian Competition and Consumer Commission (ACCC)
Website: www.accc.gov.au
Phone: 1300 302 502

Queensland Civil and Administrative Tribunal (QCAT)
Website: www.qcat.qld.gov.au
Phone: 1300 753 228

These agencies can provide information about your rights and may offer dispute resolution services.

11. CONTACT US

If you have any questions about this Returns and Refunds Policy or need to make a return:

Wide Bay Trailers
MY SHOUT INDUSTRIES PTY LTD (ABN 50 687 658 519)

Address: 68 Mulgrave Street, Gin Gin, Queensland 4671
Email: [email protected]
Phone: 1300 237 887
Website: www.widebaytrailers.com.au

Business Hours:
Monday to Friday: 8:00am – 4:00pm, Saturday: 8:00am – 12:00pm.

This Returns and Refunds Policy was last updated on 02/07/2026.