Warranty & Returns

For Online returns which are being posted back to our Online department use the following procedure

Contact our customer service team via our contact us page. We will lodge your request and provide information with instructions on how to proceed with your return

Customer Contact Hours

Monday – Friday from 9.00am - 5.00pm AEST

Make sure the item is unused, undamaged, and in the original packaging with all accessories included. Do not attach the return shipping label to the product packaging. Doing so will void your return.

Securely place the items into your IllusionMoto delivery packaging (or a similar sized box if you no longer have it). Please ensure that your item is packed safely and securely to prevent damage in transit.

Drop the parcel off at your local Australia Post outlet

Can I return my products?

We can only accept returns for items that are unused, undamaged, and in original packaging with all accessories. You have 30 days from the date of delivery to return items for an exchange, refund, or store credit.

Exchanges can be done over the counter at your local IllusionMoto store also. Please provide evidence of online purchase (email of order from IllusionMoto website etc) for instore staff to process the exchange at the counter.  

Am I eligible for free shipping?

If the item supplied us is a warranty or faulty, we’ll happily pay for return shipping and provide a full refund or exchange. Change of mind purchases or size exchanges require the customer to pay for any return postage costs.

Returns from metro areas usually reach us within 2-6 business days and longer from regional or remote areas. Once your parts have been received, we will process your exchange, refund, or store credit. One of our Customer Service Team will be in touch once your return is complete.

Unless otherwise stated on the Site, all products sold by IllusionMoto are sold under the manufacturer’s warranty and conditions from the date of purchase.

Replacement products or refund (including shipping) will be provided by IllusionMoto where:

a) The product is faulty or not of acceptable quality; or

b) The product is not fit for its intended purpose; or

c) The product does not match the sample or the IllusionMoto descriptions; or

d) The product was damaged during delivery; and

e) You can provide proof of purchase with the IllusionMoto receipt

Replacement product or refund will only be completed upon receipt and inspection of items that are deemed faulty or incorrectly supplied.

Where a warranty fault has been recognized and accepted by us, shipping expenses will be refunded. For any replacements where the shipping expense is being covered by IllusionMoto, the original shipping address will be used.

Exchanges will only be provided on products that are clean, unused and in a saleable condition. This means that the product must be in its original packaging, including manuals and all accessories, and the product(s) is unopened, unused and in its original condition. All electrical components cannot be returned if packaging seal is broken.

If you receive an incorrect or faulty product, please contact us within 30 days of delivery