Refund Policy

In this document, “Volkswagen”, “we”, “us” and “our” means Volkswagen Group Australia Pty Ltd (ABN 14 093 117 876) trading as Volkswagen Australia. Volkswagen operates the website https://store.volkswagen.com.au/  ("Website").

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 only to the extent legally permissible. 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 in addition to the reasonable cost of return postage.

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

Change of Mind
We do not offer refunds, credits or exchanges for change of mind.

How to return Accessories and Merchandise

Where you wish to return Accessories or Merchandise to Volkswagen, please contact us by emailing volkswagenstore@activgroup.io. Please include the following information in the email:

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

Volkswagen will review your request and assess whether it qualifies for a refund, exchange or store credit. We may also contact you to obtain further information, such as to request photographs of the accessory. Volkswagen reserves the right to assess your request pending receipt of additional information as reasonably requested.

Once your return request has been approved, you will receive a return slip via email and instructions on how to process your return. 

Only items purchased on the Website from Volkswagen can be returned to Volkswagen

The returned item must be unopened, sealed (as applicable), maintain tags and receipts (as applicable) and be in its original saleable condition. You are responsible for the shipping and additional postage charges unless otherwise expressly stated by Volkswagen.

Where an item was purchased at a discounted or promotional price, any refund will be issued based on the amount paid at the time of purchase as stipulated in the proof of purchase.

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

Proof of Purchase

We accept any valid proof of purchase as required under the Australian Consumer Law. This may include a tax invoice, packing slip, order confirmation, bank or credit card statement, or other evidence showing the transaction to process a credit, exchange or refund under this policy.

 

Last updated:  24 March 2026