Shipping Policy – Thor Off-Road

At Thor Off-Road, we proudly offer Australia-wide shipping on all our products.

Shipping Availability:

- We ship to most metro and regional areas across Australia.

- For remote or hard-to-reach locations, shipping will be quoted separately. Please contact us via email at sales@thoroffroad.com.au for a custom freight quote before ordering.

Dispatch Timeframes:

- In-stock items are typically dispatched within 1–3 business days.

- Custom-made fabrications (e.g. trays, canopies) have varied lead times — these will be discussed and confirmed at the time of order.

Delivery Estimates:

- Metro areas: 3–6 business days

- Regional areas: 5–10 business days

- Express shipping is available at checkout (where applicable)

Shipping Costs:

- Shipping costs are weight-based and calculated automatically at checkout.

- For large items (e.g. trays, canopies), shipping will be quoted separately and invoiced based on your location.

Tracking & Freight:

- We use multiple reputable freight companies depending on your location and order type.

- You will receive tracking details once your order has been dispatched.

Damage or Lost Parcels:

- All orders are packed with care, but if your order is damaged in transit, please contact us within 48 hours of delivery with clear photos and details.

- If your order is lost in transit, we will work with the freight provider to locate the parcel or issue a replacement if deemed lost.

- Claims for lost/damaged parcels must be lodged within 7 business days of the estimated delivery date.

Thor Offroad Pty Ltd – Cancellation & Refund Policy

Effective 29/05/2025

At Thor Offroad Pty Ltd, we are committed to providing high-quality 4WD accessories and fabricated parts through our trusted manufacturer, Thorburn & Sons Pty Ltd. As a wholesaler operating under New South Wales law, we comply with the Australian Consumer Law (ACL) and have outlined our cancellation and refund terms below.

1. Change of Mind / Cancellations

- Due to the custom-fabricated nature of our products:

- Orders cannot be cancelled or refunded once production has commenced.

- Requests to cancel an order must be made in writing within 24 hours of the order being confirmed, and may only be accepted if fabrication has not yet begun.

- We reserve the right to charge a cancellation fee of up to 20% of the order value to cover administrative and material preparation costs.

2. Refunds & Returns (Major/Minor Faults)

- Under the Australian Consumer Law:

- You are entitled to a replacement, repair, or refund if the product is faulty, not as described, or unfit for purpose.

- Claims must be made within 7 business days of delivery and include supporting evidence (e.g. photos, written details).

- Thor Offroad reserves the right to inspect and assess any returned products prior to accepting a refund or replacement.

- If the product is found to be defective due to misuse or incorrect installation, the claim may be denied.

3. Custom Fabricated Products

- Products manufactured to specific measurements or requirements are non-refundable unless faulty.

- We do not accept returns or provide refunds for incorrect choices, fitment errors, or change of mind once the product has been fabricated and supplied correctly.

4. Shipping & Handling

- Return shipping costs for warranty or faulty product claims are covered by Thor Offroad once a claim is approved.

- Shipping costs are non-refundable for orders cancelled after dispatch or returned without a valid claim.

5. How to Request a Cancellation or Refund

All requests must be submitted via email to [insert your email address] with:

- Original invoice or proof of purchase

- Order reference number

- Description and evidence of the issue

Need help?

If you're unsure about your rights or have questions, feel free to contact us at [your phone number] or email [your email]. You can also refer to the NSW Fair Trading website (https://www.fairtrading.nsw.gov.au) for further information.

Privacy & Cookie Policy
This Privacy & Cookie Policy explains how Thorburns ("we," "us," or "our") collects,
uses, and discloses your personal information when you visit or make a purchase from
our website, thorburns.com.au.
Information We Collect
We collect personal data to enhance your browsing experience and improve our
website performance. This includes information about your browser, network, device,
IP address, and how you interact with the site, such as pages visited, scrolling
behaviour, searches, and clicks.
How We Use Your Information
This data helps us analyse site traffic, ensure our website functions properly, and
provide a seamless shopping experience. We share this information with our website
analytics provider to monitor site activity and optimise performance.
Customer Data
When you make a purchase, we collect personal information to fulfil your order,
including:
• Billing and shipping address
• Order details (e.g., product selections)
• Email address
• Name
• Phone number

This information is shared with our website hosting and payment processing providers
to facilitate transactions, arrange shipping, communicate order updates, and screen
for potential fraud. If you use autofill at checkout, your shipping and billing address may
be processed through Google Places API for a smoother experience. We retain your
personal information for record-keeping unless you request its deletion.
Website Visitors
Shopify hosts our website. When you visit, our hosting provider collects data such as:
• Browser, network, and device details
• Pages viewed before and during your visit
• IP address
This information is used to maintain, secure, and improve the website. The data is
analysed in a de-personalised form to enhance platform performance.

Marketing & Order Communications
If you subscribe to the Thorburns mailing list, we may send marketing emails, which you
can opt out of at any time via the unsubscribe link.
We also send essential order-related emails, including:
• Purchase confirmations
• Shipping notifications with tracking details
These transactional emails are necessary for order fulfilment and cannot be
unsubscribed from. If you abandon your cart after entering your email, you may receive
an automated reminder within 24 hours, which you can opt out of via the email’s
unsubscribe link.
Minors
We do not knowingly collect personal information from minors. If you believe a minor
has provided us with personal data, please contact us to request its removal.
Cookies & Tracking Technologies
We use cookies and similar technologies to enhance your browsing experience. These
cookies:
• Store preferences and improve functionality
• Track site traffic and user interactions
• Enable personalised content and advertising

Types of Cookies We Use
• Essential Cookies: These cookies are necessary for the website to function
correctly and cannot be switched off. They enable core functionalities such as
security, page navigation, and access to logged-in areas.
• Performance & Analytics Cookies: These cookies help us analyse how visitors
interact with our website, allowing us to measure and improve performance.
• Marketing & Advertising Cookies: Third-party partners may use these cookies
to track browsing behaviour and display relevant ads on other websites.
By acknowledging our cookie banner, you consent to analytics and performance
tracking. You can manage your cookie preferences through your browser settings

Policy Updates
We may update this Privacy & Cookie Policy periodically to reflect changes in our
practices, legal requirements, or operational updates. The "Last Updated" date at the
top of this page indicates the most recent changes.
Contact Us
For any questions about this Privacy & Cookie Policy or to request data removal, please
contact us at sales@thoroffroad

.com.au.