1. Contact MOD5 before returning film
Contact MOD5 before returning any product. Tell us your business name, invoice or order number, the product and affected quantity, and what has happened.
For a product concern, include the batch or roll details where available, installation date, vehicle and surface details, and clear photos or video. Keep the affected film, remaining material and packaging where possible.
2. Freight damage or an incorrect order
Inspect deliveries promptly. Let MOD5 know as soon as possible if film arrives damaged, short or different from the accepted order. Photos of the carton, label, film and delivery condition will help us resolve the issue with the carrier.
Reporting visible damage within two business days, or concealed damage within five business days, gives us the best chance of recovering the loss from the carrier. These timeframes do not remove rights that cannot lawfully be excluded.
3. If you suspect a film problem
Stop using the affected roll and isolate the remaining material. Contact MOD5 before removing installed film unless immediate action is reasonably required to prevent damage or address a safety issue.
We will review the product details, packaging, installation information and evidence supplied. MOD5 may ask to inspect or test the film, or request further information from Topshield.
4. Topshield product guarantee claims
The Topshield guarantee period shown on the product packaging or confirmed with the order applies to that specific film. See the Topshield film warranty page for the current range and guarantee periods.
MOD5 will help the original trade customer manage a valid product claim with Topshield. Any outcome or remedy will follow the applicable Topshield guarantee and Australian law.
The product guarantee relates to the film itself. Installation workmanship, incorrect storage or preparation, unsuitable or damaged surfaces, accident, impact, misuse and unauthorised applications are not film manufacturing issues.
5. Change-of-mind returns
MOD5 is not required to accept a return because a customer changes its mind, over-orders or no longer requires the product.
MOD5 may approve a return requested within 14 days of delivery when the film is standard stock, unopened, unused, undamaged, correctly stored and suitable for resale. Return authorisation is required before dispatch.
The customer pays return freight. A restocking charge of up to 15% may apply to cover reasonable inspection and handling costs. This does not apply to film that is defective or incorrectly supplied.
6. 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 procedure excludes, restricts or modifies a right or remedy that cannot lawfully be excluded.
7. If we disagree
If you disagree with a claim or return decision, ask MOD5 to review it and provide any additional information you want considered. The dispute process in the MOD5 Wholesale Supply Terms applies if the issue remains unresolved.