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Last updated: January 2025
At Imperial Shinez and Shinez Car Care, we stand behind the quality of our services and products. This Refund Policy outlines your rights and our procedures for returns, refunds, and exchanges.
This policy applies to Imperial Shinez (mobile detailing services) and Shinez Car Care (car care products sold through our online store).
1. Return Policy Overview
We offer a 30-day return policy on all Shinez Car Care products. If 30 days have passed since your purchase, we are unable to offer a refund or exchange.
2. Eligibility for Returns
To be eligible for a return, your item must be unused and in the same condition you received it, in the original packaging with all labels intact, and accompanied by proof of purchase (receipt or order confirmation).
The following items are not eligible for return: products that have been opened or used, products without original packaging, products purchased more than 30 days ago, products damaged through misuse or improper storage, sale or clearance items (unless faulty), and gift cards.
3. How to Return a Product
Step 1: Contact us at info@imperialshinez.com.au with your order number, the product(s) you wish to return, reason for return, and photos if the product is damaged or faulty.
Step 2: We will review your request and provide a return authorisation within 2 business days.
Step 3: Once approved, securely package the item(s) and ship to the address we provide.
Step 4: Include your order number and return authorisation inside the package.
Important: Do not send returns to any address other than the one we provide. Do not return products to the manufacturer.
4. Return Shipping
For standard returns, you are responsible for return shipping costs. For faulty or incorrect items, we will cover return shipping costs. Shipping costs are non-refundable. We recommend using a trackable shipping service.
5. Refund Process
Once we receive and inspect your return, we will email you to confirm receipt. We will notify you of approval or rejection within 3 business days. If approved, your refund will be processed to your original payment method. Refunds typically appear within 5 to 10 business days depending on your bank.
Partial refunds may apply if the item is not in original condition, the item is damaged or missing parts (not due to our error), or the item is returned more than 30 days after delivery.
6. Late or Missing Refunds
If you haven't received your refund within 10 business days, check your bank account again, contact your credit card company (processing can take time), and contact your bank. If you've done all this, contact us at info@imperialshinez.com.au.
7. Exchanges
We only exchange products if they are defective or damaged on arrival, or if we sent the incorrect item. To exchange an item, email us at info@imperialshinez.com.au with photos of the issue.
8. Damaged or Faulty Products
If you receive a damaged or faulty product, contact us within 7 days of receiving your order, provide photos of the damage and packaging, and we will arrange a replacement or full refund at no cost to you. Do not dispose of the damaged item until we confirm.
9. Gifts
If the item was marked as a gift, you will receive a store credit for the value of the return. The gift credit will be emailed to you once the return is processed.
If the item was not marked as a gift, the refund will be issued to the original purchaser's payment method.
10. Service Guarantee
We take pride in our work and want you to be 100% satisfied. Our service guarantee includes quality assurance (if you're not satisfied with our work, contact us within 24 hours of service completion), free re-service (we will return to address any issues at no additional charge), and no questions asked (we believe in making things right).
11. Service Cancellations
If you cancel more than 48 hours before your appointment, you will receive a full refund of any deposit.
If you cancel between 24 and 48 hours before your appointment, you will receive a 50% refund of your deposit.
If you cancel less than 24 hours before your appointment, no refund is available.
If you do not show up without notice, no refund is available.
To cancel or reschedule, contact us at info@imperialshinez.com.au or 0432 226 615.
12. Weather-Related Cancellations
If we need to cancel or reschedule due to weather, we will reschedule at a mutually convenient time. No cancellation fees apply for weather-related changes. Refunds are not available for weather cancellations (reschedule only).
13. Service Refunds
Full or partial refunds may be offered if we fail to arrive at the scheduled time without notice, the service provided significantly differs from what was booked, or there are quality issues that cannot be rectified with a re-service.
Refunds are not available for pre-existing damage to your vehicle, results that depend on vehicle condition (heavily oxidised paint, permanent stains), change of mind after service completion, or issues not reported within 24 hours.
14. Ceramic Coating and PPF Services
Due to the nature of these services:
Deposits: A deposit of 30 to 50% is required at booking. Deposits are non-refundable within 48 hours of the appointment.
Warranty: Ceramic coatings include a warranty as specified at booking. PPF includes the manufacturer's warranty (STEK 10-year warranty). Warranty claims must be submitted in writing with photos.
Refunds: Once ceramic coating or PPF is applied, refunds are not available. If you're unsatisfied with the result, we will work to rectify any issues. Warranty covers product failure, not general wear or damage.
15. Your Consumer Rights
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For Products, you are entitled to a replacement or refund for a major failure, compensation for any other reasonably foreseeable loss or damage, and repair or replacement if products fail to be of acceptable quality and the failure does not amount to a major failure.
For Services, you are entitled to cancel the service and obtain a refund for any unconsumed portion, and compensation for the drop in value of services provided compared to the price paid.
A major failure includes situations where the product is unsafe, the product is significantly different from description or sample, the product is substantially unfit for its normal purpose and cannot be easily fixed, or the product does not do what you asked for and cannot be easily fixed.
16. Manufacturer Warranties
Some products may come with manufacturer warranties in addition to consumer guarantees. These warranties are provided by the manufacturer, not Imperial Shinez. Contact details for warranty claims will be included with the product.
17. Processing Times
Refund approval takes 2 to 3 business days. Refunds to bank accounts take 5 to 10 business days. Exchange dispatch takes 3 to 5 business days. Store credit is issued within 1 to 2 business days.
18. Exceptions
We reserve the right to refuse returns or refunds if the return request is fraudulent, products have been tampered with, the customer has a history of excessive returns, or the request does not meet the criteria in this policy.
19. Contact Us
For all returns, refunds, and warranty enquiries:
Imperial Shinez / Shinez Car Care
Email: info@imperialshinez.com.au
Phone: 0432 226 615
ABN: 83 726 212 469
Business Hours:
Monday to Friday: 8:00am - 5:00pm
Saturday: 9:00am - 5:00pm
Sunday: By Appointment
20. Policy Updates
We may update this Refund Policy from time to time. Changes will be posted on our website with an updated "Last updated" date. Your continued use of our Services constitutes acceptance of any changes.
This Refund Policy was last updated in January 2025.
