Refund policy

In this document, “Audi”, “we”, “us” and “our” means Volkswagen Group Australia Pty Ltd (ABN 14 093 117 876) trading as Audi Australia. Audi operates the website ("Website").

Audi Store offers free returns for all products.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our Refund Policy is not intended to exclude, limit or replace your rights under the Australian Consumer Law.

How to return Accessories and Merchandise

Where you wish to return Accessories or Merchandise to us, please contact us by completing the form on the Contact Us page of the website. Please include the following information in the form:

  • the order number; and
  • a description of the accessory and the reason(s) why you wish to return the accessory.

Once your return request has been approved, you will receive a return slip via email and instructions on how to process your return.  We may also contact you to obtain further information, such as to request photographs of the accessory.

Only items purchased on the website can be returned to us for refund or exchange. Audi dealerships are unable to process returns or provide refunds or credits for items purchased on the website.

Should you make an error when ordering online, we will gladly exchange your item for the item you intended to purchase. The returned item must be unopened and in its original saleable condition. You are responsible for the shipping and additional postage charges and providing us with suitable proof of purchase (see below).

We will ensure that we pack your order with the greatest of care and consideration of safety.  However, if your order arrives in a damaged state or there is an error with the goods received, contact us immediately to discuss the remedies which are available to you. We will require proof of the damage, eg, photographs.

Change of Mind
If you have changed your mind, we may offer you an exchange or refund provided that:

  • the exchange or refund is made within 30 days of purchase;
  • you are able to provide satisfactory proof of purchase (see below); and
  • the merchandise is in saleable condition, that is it is unused with all original packaging or tags.

Any refunds will be given using your original payment method. Please allow up to 10 days to receive your refund.

Proof of purchase
We accept the following as proof of the transaction:

  • online Tax Invoice (order confirmations will not be accepted)
  • packing slip included in all online purchases
  • credit card statement

Last updated:  21 July 2023