FAQ

Support

Once you’ve got an AuzGrip tool, we’ve got you covered.
If you believe the item supplied is defective or faulty, we can assess it within the warranty period, subject to the following conditions:

An original invoice must be provided.

  • All return postage costs are to be paid by the customer.
  • The item has been used within the manufacturer’s guidelines as per the product manual and instructions.
  • The item has not been misused, opened, or adjusted by an unauthorised person.

To the extent permitted by law, all other warranties, implied or otherwise are excluded, and we will not be liable to compensate the customer beyond the conditions stated above.

Submit a warranty claim here

Yes, we cover our tools no matter where or when you bought them. But if you just want to return a tool you don’t need anymore, please return it to the store you got it from.

We understand that sometimes you might change your mind, and we’re happy to help where possible. However, change-of-mind returns or cancellations must meet the conditions outlined below and may be declined if these requirements aren’t satisfied.

Please note:

• Requests to cancel an order due to a change of mind are not always guaranteed and will be reviewed on a case-by-case basis.

• If your order has already been shipped, it will need to be returned to us at your own cost. Please ensure it’s securely packed and sent via registered post so you can track it.

• You are responsible for the item until it is received by us. Products that have been tampered with cannot be refunded.

Postage costs are non-refundable.

• Special orders cancelled at the customer’s request may incur a fee of $10 or 10% of the order value (whichever is greater), at management’s discretion.

** Posting Your Returns: **

AuzGrip Tools
5-6 Orsmby Place, Wetherill Park NSW 2164, Australia

If the ordered item are not of an acceptable quality or have arrived damaged, then you may be eligible for:

• Legal rights & remedies in Australia under the Refund Policy, the Competition & Consumer Act 2019 and other consumer laws applicable within each state or territory

• A full refund, replacement or repair of the items

We will offer a replacement or refund if any product delivered to you is faulty or incorrect.

Incorrect Product: In such a scenario where the product you received is not what you placed an order for then please get in touch with our customer service team within 7 days of parcel delivery. Please keep your receipt or order number handy while contacting us as it will help us locate your purchase. 

Our customer support team, upon looking into the issue will help you with a pre-paid shipping label to return the product. You can then choose to either have the correct product re-delivered at our cost or receive a full refund.

Faulty Product: In such a scenario where the product you received is damaged or defective please contact our customer service team within 7 days of delivery with your order number and a description of the condition of the damaged or defective item. Our customer support team, upon careful consideration and depending on the Manufacturer’s Policy for the product in question might offer to provide one of the below resolutions:

• Place you in contact with the manufacturer (warranty support)

• Replacement

• Refund you for the product

• Exchange the product

Rewards

Any purchase you make through your Auzgrip.com account automatically earns you 10% back in Rewards. No additional steps are necessary. Just be sure to log in to your account each time you purchase something on Auzgrip.com.

Spend your Rewards like cash on any Auzgrip.com order. You can apply them any way you'd like at Checkout, all at once or a little at a time.

No. Rewards can only be earned and redeemed on Auzgrip.com.

Rewards are added to your balance within 2 hours of your order being shipped. If your order was billed to an invoice, you'll receive your Rewards after paying it off.

Your Rewards only expire if you don’t purchase anything through your Auzgrip.com account for two years.

Discounts

Typically no. You can subscribe to emails and texts using the Subscribe button at the bottom of any page to stay informed. See any ongoing offers and our philosophy on our Discounts page.

Orders and Shipping

Orders are typically dispatched within 3–10 business days after payment has been processed. Once your order has been shipped, you’ll receive a tracking number via email so you can follow its progress.

Delivery times may vary depending on your location and the courier service. For the most accurate estimate, please check the courier’s website using your tracking number.

Yes, you can download an invoice for a previous order in My Account, or contact us with the order number and we'll send a copy of the invoice to you.

If you need to place a tax exempt order, please create an Auzgrip.com account and then email your tax exempt form to support@auzgrip.com.

Other

Other sellers, including Amazon, carry legitimate Auzgrip tools, but they may be selling an older model. It’s also possible that some people are selling fake or used Auzgrip tools. The best way to know you are purchasing a current, new Auzgrip product is to buy from us at Auzgrip.com.

Possibly. We accept a limited number of authorized dealers. Learn more or apply here.