Cold Air Intake System - Volkswagen Polo GTI AW / MQB Tiguan

Shop with confidence at Zero Offset. If there is something wrong with the item, or the item isn't right for you, then tell us and we will do our best to assist. Before you get in contact, see our policy below.

How do I return or exchange my order?

If you have placed an order with us, and you decide that the item you have purchased from Zero Offset is not for you based on one of the following reasons below, you can return or exchange it within 30 days of receiving the product once approved by our team.

Factory fault or manufacturing defect

Sometimes things may go wrong during production, and that is okay. If your item arrives with a factory fault or manufacturing defect, please email photos to support@zerooffset.com.au with your order number. We urge you to get in contact within 7 days of delivery for our team to best assess the item. If the item is deemed defective, we will issue a replacement sent to you. If a replacement is unavailable, we will issue store-credit, refund or initiate an exchange for another item from our store.

Change of mind

We are confident you will love your new Zero Offset products. However, if you decide that this is not the product for you, then you may return the item if the product(s) meet the conditions set out in this policy. The products must be unused, in their original condition and in their original packaging.

We cannot accept a return if:

• Used items - products must be unused, in their original condition and in their original packaging
• The item has been fitted – screwed, drilled, cut etc.
• You have already returned or exchanged the item once previously (an item can be returned once per order. This does not apply if the original return or exchange was due to a factory fault or manufacturing defect)
• The order was purchased during a promotion where T & C's specified that the item is excluded from the returns policy
  
  

Is Packaging Required?

Zero Offset requires all returns & exchanged items to be re-packaged in its original packaging, including any hardware or promotional items such as stickers, booklets etc. If the returned item is not packaged accordingly, Zero Offset reserves the right to withdraw the order for refund or exchange. You will need to pay for any subsequent re-shipping fees.

Please note: Refunds will not include any original shipping fees and handling fees. Buyer will also be responsible for the return shipping charge. All change of mind returns will be processed with a 20% restocking fee. This will be deducted from your final refund.

Pre-order Cancellation

If you have secured an item(s) through our pre-order service and would like to cancel, we will offer a full refund if the expected time of delivery is delayed by more than two months from its original expected delivery date. For example, if the item was scheduled for mid-late July, you will be eligible for a full refund if the expected delivery date is pushed past the start of October. If our team does notify you of the delay within this period, to which you agree to keep the order with us, the period will then restart two months from the new expected delivery date.

However, if you would like to cancel a pre-order within this new period, the pre-order will be subject to a 20% cancellation fee if the item was paid in full. Please also be advised, if a deposit was made to secure an item(s) and you choose to cancel, you will forfeit that deposit.

Warranties

Shop with confidence knowing you’re covered. Our Warranty Policies at Zero Offset cover manufacturing faults on our products for either a repair or replacement. In the event a repair or replacement is unavailable, you will be issued with store-credit in the purchase amount.

If there is an issue with your Zero Offset product and you believe it may be covered under the specific product's Warranty Policy, please reach out to our team via the contact us page.

Please note: Proof of purchase must be provided (i.e. #XXXXX order number), without this we will not be able to process your claim. Cosmetic damage and general wear and tear from product use are not covered under our policies. Improper maintenance of the product will not be covered. This includes the use of acid-based cleaning supplies which adversely affect all automotive products. For maintenance direction, please seek advice from our team.

Parts & Accessories Warranty

We offer a one-year warranty on all Zero Offset body kits and accessories. This warranty also extends to all pre-painted products. This is limited to manufacturing defects only and does not extend to Zero Offset items bought second hand.

This warranty does not apply if the product(s) fall under the following:

• Improper handling and installation
• General wear and tear
• Breakages, scuffs, scratches and other forms of damage caused from external impacts
• Improper care and maintenance

All other branded items that we sell fall within the same warranty parameters listed on their company website. If you are unsure of the policy, please get in touch with our team prior to purchase and we will be able assist. Zero Offset cannot be held to the warranty restrictions and limitations offered by other brands.  

Installation Warranty

If you choose us to fit your parts in-store, we offer one-year complimentary warranty on our work. This covers the work we do to fit the item. If we have fitted your item, and you believe something is not right, contact us immediately. We urge you not to try and fix it yourself as any subsequent tampering will void this warranty policy.

This warranty does not apply if the product(s) fall under the following:

• Improper handling, care and/or maintenance
• General wear and tear
• Breakages, scuffs, scratches and other forms of damage caused from external impacts
• Has been handled by a third party, including yourself after the installation (i.e. been removed or tampered with by another shop).
• Natural Disasters

If you have purchased extended care, the same conditions above will apply.

We are just as keen as you to start your new modification journey. Our team works tirelessly on getting all your orders fulfilled as soon as possible.

When will I receive my item?

Dispatch Times

All orders are usually processed and dispatched within 1-3 business days of the order being confirmed and contingent to stock availability. Please note, during high sales periods, there may be some delays. For more accurate shipping times, please get in contact with us.

Delivery Times

Once dispatched, delivery time will vary dependent on its destination. For most states including VIC, NSW, QLD and SA, we expect delivery times ranging between 1-5 business days. For WA, NT and TAS we do expect slightly longer freight times. Zero Offset cannot be held accountable to reasonable shipping delays incurred by the freighting company.

While we do our best to have your order delivered within the listed timeframes above, we're not able to guarantee an exact delivery date.

Please note items from your order may be delivered separately. You can keep up to date with delivery times via the tracking link sent to you.

Why is my item taking longer than usual?

Sometimes things go astray, and it is completely out of our control. However, we are here to help the best we can. If your item has not been delivered and the ETA for delivery has well and truly passed (more than 10 business days past the expected delivery date), get in contact with the courier and lodge claim. Then contact us and let us know what is happening so we can monitor it on our end as well. If the item is deemed ‘lost’ we will send out a replacement to you. If a replacement is unavailable, we will issue store-credit, refund or initiate an exchange for another item from our store. Please note, that the courier must officially deem the package as "lost" before we can send out a replacement.

My package arrived damaged

We are sorry to hear this. Don’t panic, we are here to help. To resolve any claims as quickly as possible, please send us photos of the items damaged in transit. You must notify us of the damages within 7 days of delivery. This will ensure that the claim damages fall within the warranty window. Please contact our team through the Contact Form. Our team will then request photos and other evidence to progress the claim.

The tracking says delivered, but I have not received the item

Unfortunately, this can occur for many reasons including parcel mishandling, theft or system error made by the Courier. In this event, we urge you to contact the courier service immediately. For those who have selected our package protection at checkout, we will send out a replacement to you without delay. If a replacement is unavailable, we will issue store-credit.

Please note: Each claim is assessed by our team and reviewed thoroughly to ensure a timely resolution for any of the delivery issues. Zero Offset reserves the right to reject any claims that do not meet the criteria, therefore the customer will need to seek resolution through the courier or local authorities in the event of delivery theft.

Rural Areas Shipping

Our shipping prices are fixed for Metro areas in each state. However, additional shipping charges may apply if the postal address is in a rural area.