Refund policy
Last updated: 22 October 2026
This policy applies to orders placed at backseatco.com. Backseat Co is a trading name of DYOnline, Pasbree 32, 7103 BR Winterswijk, Netherlands. Email us at contact@backseatco.com and a person replies within one business day.
Your rights under the Australian Consumer Law
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.
Nothing in this policy limits those rights. The 30-day change-of-mind return below is something we offer on top of them.
30-day change-of-mind returns
Changed your mind? You can return your order within 30 days of delivery, as long as:
- the item is unused and in the condition you received it, and
- it goes back in its original packaging with everything that came with it.
Email contact@backseatco.com before you send anything back. We will confirm the return and give you the return address. We cannot process returns that arrive without being arranged first.
For a change-of-mind return you pay the return postage. Use a tracked service if you can, because we can only refund items that actually reach us. Once your return arrives and we have checked it, we refund the full price you paid for the item.
Faulty, damaged or incorrect items
If something arrives broken, faulty or not what you ordered, email contact@backseatco.com with your order number and a photo. We will put it right with a repair, a replacement or a refund, as the Australian Consumer Law requires.
You never pay return postage in these cases, and often we will not ask you to send the item back at all.
A fault that shows up later is still covered. The consumer guarantees last for a reasonable period given the price and the nature of the goods, so get in touch and we will work it out with you.
What we cannot take back for change of mind
- Items that have been used or washed, beyond handling them to see what they are.
- The glass cleaning tablets once the sealed pack has been opened, for hygiene and safety reasons.
- Items sent back more than 30 days after delivery.
None of this applies if the item is faulty. Your consumer guarantee rights are unaffected.
If your order has not arrived
If your parcel has not turned up 30 business days after dispatch, contact us. We will chase the carrier, and if the parcel cannot be found we will send a replacement or refund you in full. The same applies if tracking says delivered but nothing arrived: tell us and we will investigate rather than leave you with it.
Cancelling an order
Orders go to our supplier for packing quickly, so email us as soon as you can. If your order has not been dispatched yet we will cancel it and refund you in full. If it has already gone out, treat it as a change-of-mind return once it arrives.
How refunds are paid
Refunds go back to the payment method you used. We process approved refunds within 5 business days; your bank or card issuer may take a few days longer to show it. Shipping was free on your order, so there is no delivery cost to deduct.
Questions
Email contact@backseatco.com with your order number and we will help. If you are not happy with how we have handled something, say so in your email and we will look at it again. You can also contact the Australian Competition and Consumer Commission or your state or territory consumer protection agency at any time.