Refund & Returns Policy

Please confirm your vehicle details, MMI system, selected upgrade and installation requirements carefully before making payment.

Audi CarPlay Australia does not provide refunds, exchanges or order cancellations where a customer:

• Changes their mind
• No longer wants or needs the product
• Finds another product or price elsewhere
• Selects the incorrect product without obtaining compatibility confirmation
• Decides not to proceed after the product has been ordered, allocated or dispatched
• Decides not to proceed with a confirmed installation for reasons unrelated to our product or service

Many products are ordered or configured specifically for the customer’s vehicle, MMI system and selected options. Payment may also be used to allocate stock and reserve installation time.

Nothing in this policy excludes or limits any rights or remedies available under the Australian Consumer Law.

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

A customer may be entitled to a repair, replacement, refund or another appropriate remedy if a product or service:

• Is faulty, unsafe or not of acceptable quality
• Is materially different from its description
• Is not fit for its normal purpose or a purpose communicated to us before purchase
• Does not function with a vehicle after we confirmed compatibility using accurate information supplied by the customer
• Was not supplied or installed with due care and skill

The remedy available will depend on whether the problem is major or minor and will be provided in accordance with the Australian Consumer Law.

If a product arrives damaged or appears to be faulty, please contact us as soon as reasonably possible at support@audicarplayau.com.

Please provide:

• Your name and order number
• A description of the problem
• Photos or video showing the issue
• Your vehicle model, year and MMI version
• Any relevant diagnostic information requested by our support team

We may need to inspect or test the product before determining the appropriate remedy.

For a minor problem, we may first offer a repair or replacement within a reasonable time. For a major problem, customers may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

Customers must provide complete and accurate vehicle information when requesting a compatibility check, including the vehicle model, year, MMI version and any relevant factory options.

If we confirmed compatibility before purchase using accurate information supplied by the customer and the product is subsequently found to be incompatible, we will provide an appropriate remedy under the Australian Consumer Law.

A return will not be treated as a compatibility failure where:

• Incorrect or incomplete vehicle information was supplied
• The customer purchased without completing the requested compatibility check
• The vehicle contains undisclosed aftermarket modifications
• The product is compatible but has been installed or configured incorrectly
• The issue is caused by an existing vehicle fault rather than the supplied product

We will still assess each claim fairly and in accordance with the Australian Consumer Law.

We are not responsible for faults or damage caused by:

• Incorrect installation by the customer or an unauthorised third party
• Failure to follow the supplied instructions
• Misuse, accidental damage or unauthorised modification
• Damage to wiring, connectors or vehicle components during third-party installation
• Existing faults in the vehicle, MMI system, wiring, display, amplifier or other factory equipment

This does not limit any rights relating to a fault that existed when the product was supplied.

Installation bookings may require payment or a deposit to secure the appointment and order or allocate the correct equipment.

If a customer cancels or changes their mind, any amount retained will be limited to the reasonable costs and losses already incurred, including specially ordered equipment, payment-processing costs where permitted, reserved appointment time and other non-recoverable expenses.

If Audi CarPlay Australia cancels an installation and cannot provide a suitable alternative, the customer will receive an appropriate refund for any product or service not supplied.

Products must not be returned without first contacting us and receiving return instructions.

Unless the product is faulty or another remedy is required under the Australian Consumer Law, unauthorised returns, change-of-mind returns and returns of correctly supplied special-order products will not be accepted.

Products returned for assessment should include all supplied cables, accessories and packaging where reasonably available.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Audi CarPlay Australia will cover or reimburse reasonable return-shipping costs.

If assessment finds that the product is functioning correctly and the problem was caused by incorrect installation, vehicle faults, misuse or inaccurate compatibility information, the customer may be responsible for reasonable inspection and return-delivery costs. These costs will be explained before the product is returned.

Where a refund is approved, it will be issued to the original payment method. Processing times are generally 5–10 business days after approval, although the customer’s bank or payment provider may require additional time.

For a return, warranty or compatibility claim, contact:

support@audicarplayau.com

Please include your order number and sufficient information for us to assess the request.