Warranty Claims

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 reasonably 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.

Warranties are in addition to your rights under the Australian Consumer Law. For the full Warranty Policy, please refer to either:

Warranty Policy
Terms & Conditions Section 8:Consumer Guarantees & Warranty

Warranty Claim Form

This form is divided into four sections and should take 5 minutes to complete. Please provide as much detail as possible to assist us in resolving the issue as swiftly as possible.

Download the PDF form here. 

You will need the following information:

Couplemate™ Invoice/Reference Number
Trailer/Caravan Specifications (VIN Number, ATM, Ball Weight, and Registration Number).
Tow Vehicle GVM

You will also need photos of:

Issue/s identified
Trailer VIN plate

N.B. The form asks if “the Customer has a recent Weighbridge Certificate.” This certificate is not required to submit a claim form, but our Engineers may request one at a later stage to assist with diagnosis.

Warranty Claim Submission

Please email the claim form and photos to sales@couplemate.com.au.

Couplemate™ aims to review claims within 48 hours* of being submitted. In busy times, this time frame may vary. If you require urgent parts, please contact sales to purchase via phone: 07 3348 3822.

* Operating hours are Monday through Friday, from 8:00 to 17:00 (excludes public holidays).

What To Expect After Submission

One of our sales team members will send an email notifying you that your claim has been received.

Your claim will then be forwarded to relevant Couplemate™ departments, mainly Engineering and Manufacturing, to investigate the issue. There may be additional delays if the component is not a Couplemate™ Core product, as we will need to contact the original manufacturer regarding the issue.

While we hope that we can provide a resolution based on the claim form alone, there may be some instances where more information is required – such as a Weighbridge Certificate or visual inspection.

Regardless, the team member handling your claim will inform you.

If a fault is found:

Couplemate™ will issue a remedy under the ACL.
If a component was returned to Couplemate™ for visual inspection, we will reimburse you for any reasonable return post costs.
- Please keep a copy of your receipt for reimbursement.

If a fault is not found:

Couplemate™ will be unable to provide a remedy.
If a component was returned to Couplemate™ for visual inspection, Couplemate™ can return the product at the customer’s expense. (Estimated return costs will be provided prior to accepting.

ACCC Resources

Couplemate™ firmly believes in “Our Care, Your Warranty.” Goods and Workmanship are guaranteed to be free of defects for the service life of the product when used as intended.

For your reference, see below some relevant guidelines from the ACCC.

Consumer Rights & Guarantees: https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

Repair, Replace, Refund, or Cancel: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel

Warranties: https://www.accc.gov.au/consumers/buying-products-and-services/warranties

Claiming Compensation: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/claiming-compensation