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FAQ

FAQ

Buying a car from CARS24

CARS24 is transforming the way Australia buys used cars. We know that buying a car is an important life decision, and our goal is to put our customers in total control of the purchase.

Buy your car entirely online, and complete your purchase from the comfort of your home. We’ll deliver the car right to your door for a full handover with one of our team.

Each car has passed a 300 point inspection and is quality certified by CARS24.

It’s okay to change your mind. If you don't love your car, return it within 7 days and get a 100% money-back guarantee, just like anything else you order online.

We'll help with the documentation and ownership transfer to ensure the process is as easy as possible. Each car comes with a comprehensive 6 month warranty, as close to the manufacturer warranty as possible, with unlimited claims up to the value of the car.


1. Choose your favourite car

Browse through quality cars on our website and check out the finer details and any imperfections, which are all clearly documented in the car’s image gallery.

2. 100% online payment and documentation

Complete the full payment and documentation process online with our friendly team here to help if you need us. We take care of everything that is required to register the car in your name.

3. 7 day returns

Once the car is delivered to your door at a time and place of your choosing, you have 7 days to make sure you love it. If you don’t, simply let us know and get a 100% refund, just like anything else you order online. We’ll even come and collect it!

We procure high quality cars from auctions, partnered dealerships, wholesale car sellers and directly from customers who sell their vehicles to CARS24.

It’s important to note, we own every car we sell, so we’re responsible for the quality - giving you peace of mind.

All our cars undergo a 300 point inspection, roadworthy checks and are refurbished to the best condition possible to meet our quality standards.

We also perform a PPSR check to ensure there’s no loans outstanding on the car, and that it has not been written off. This PPSR check is provided to you free of charge.

Yes, each of our cars have passed a 300 point technical inspection and comes with roadworthy certification, checks on vehicle background and service history.

The PPSR checks if a car has been reported as stolen, written-off or if it has a registered interest against it.

During the 300 point inspection, our refurbishment team thoroughly inspect every part of the car and the details go into an inspection report.

At CARS24, we pride ourselves on having high refurb standards. Any imperfections which are bigger than a certain size and located in a highly visible area of the the car are worked on as a priority.

When we list the car on our website, we’ll call out in as much detail as possible, any reportable imperfections which are remaining so that you have a complete picture of the condition of the car.

As you’d expect from a second-hand car, there may be other small imperfections which come with fair wear and tear.

After the car has been refurbished, the remaining small fair wear and tear marks aren’t listed on the car’s profile page. We hold ourselves to high refurb standards and will always report any mark that we feel should be brought to your attention, in line with our refurbishment standards guide.



Choosing the right car

We want you to find the car that’s right for you.

Each car listed on our platform comes with a 300 point inspection which gives a detailed description about multiple car parameters to ensure you take an informed buying decision.

You can also check the car's finer details online with extensive photography of the exterior and interior of the car.

The car's listed price depends on several factors, such as:

Car's basic details: make, model, trim, age, kilometers driven.

Car’s special features: any manufacturer or after-market upgrades.

Car's condition: any imperfections are noted and considered.

Market conditions at the time: the going price for similar cars from other sources.

We include all on-road costs for one easy price so there’s no hidden charges, including stamp duty and transfer fees.

We’ve priced our cars competitively and fairly for their condition and quality.

Negotiating can be a stressful process for buyers, so we believe in no haggle - no hassle to make purchase as streamlined as possible.

We use ‘drive-away price’, which means the absolute final price including the car, all government fees, charges and taxes.

It will include the listed price of the car (inclusive of GST), stamp duty and transfer fees (varies depending on the state).

Your warranty and registration is complimentary as your gift from CARS24.

We want your car to be perfect for you. If it isn’t, you can absolutely return it at any point during the first 7 days.

Simply call or text the same Customer Service Carcierge who delivered your vehicle and we’ll arrange collection for you within 24 hours.

We’ll arrive on time, perform a brief inspection to ensure the car is in the same condition and take care of any paperwork.

Your refund will be processed shortly after collection. The 100% refund will include the price you paid for the car, including all charges like government fees and taxes.

Yes, online! With our 360º view, you can see the car inside and out, allowing you to check the car from every angle.

We do better than that - our 7 day returns means you can enjoy your car for a week instead of a few minutes.

Really get to know your car in different driving conditions to ensure it’s a perfect match.

Buying a car

Once you’ve selected the car you want, you pay for the car online with a checkout process similar to anything else you might buy online.

CARS24 accepts direct debit, bank transfer, debit card, or credit card, as well as accepting car loans or helping you through our own car financing process.

Yes, we've partnered with Driva for financing, and you can apply for this directly from our website.

Once you apply for pre-approval you will see options from suitable lenders. Please note pre-approval will not affect your credit score, and most lenders settle the loan within 72 hours.

No. Getting your rates with Driva doesn't impact your credit score!

Only once you've chosen your preferred lender, submitted your final application to Driva and it’s been vetted by the Driva team to ensure approval confidence, will your application be shared with a lender.

When you finance a purchase through CARS24, your funds from your lender will not be scheduled to transfer until the end of your 7 day return period.

If you choose to return your car during this period, your deposit will be refunded directly to you.

Yes, Driva also offers comprehensive insurance - which lenders require you to take out in order to finalise your loan.

The Driva team will prompt you to take this out as part of the financing process once your approval comes through. To learn more visit driva.com.au/insurance

Absolutely! When you are exploring your finance options on the CARS24 website you are asked how you plan to use your vehicle.

If you’re using the vehicle for business use more than 50% of the time, you will be shown commercial lending options.

Lenders look at a number of factors when determining your loan eligibility, including your credit score, residency status and current employment situation.

If you aren’t eligible for any options, we’ll let you know upfront and will be transparent with you on the reason why your finance request was not approved.

If you still want more details as to why your particular finance request was not approved, you can always connect with a Driva finance specialist by calling 1300 755 494.

While exact documentation requirements vary from lender to lender, all finance providers in Australia will require that you provide some supporting documentation before your loan can be finalised.

Our finance partner Driva will tell you upfront exactly what documentation is required, and why.

If you don’t have this documentation to hand, you can always return to your Driva customer portal to upload it at any time.

If you’re having trouble finding a particular document, you can speak to your Driva account manager who might be able to assist with alternative supporting documentation that you can provide to get your loan finalised.

CARS24’s partnership with Driva means we have access to Australia’s best digital lenders. These lenders have a great mix of fast application processes and competitive low rates - so it’s unlikely you’ll find a better option elsewhere.

In the unlikely event that you have found a better rate elsewhere, let your dedicated Driva account manager know as many of the lenders we work with will offer rate matches.

Driva’s insurance partner has a 14 day cooling off period, which means you can cancel your policy at any time throughout the 7 day test drive without charge (provided you haven’t made a claim yet).

Most of the lenders CARS24 has access to through their partnership with Driva provide you the flexibility to pay weekly or fortnightly - but the default repayment frequency is monthly.

If you would like to set-up fortnightly or weekly billing, you will need to ask your dedicated finance account manager directly to see if the lender you have chosen will facilitate weekly or fortnightly repayments.

3, 4, 5 or 7 year loan terms are the most commonly available.

The majority of the lenders CARS24 has access to through their partnership with Driva do not charge early termination fees, which means you can pay off your loan as quickly as you like, in most cases.

The vast majority of the lenders CARS24 has access to via their partnership with Driva do not have early payout fees.

If you have chosen a lender that does have early payout fees, the payout fee amount will be available to you in your Product Disclosure Statement (PDS).

Warranty

If your car isn't already covered by the manufacturer's warranty, we cover it with a complimentary 6 month comprehensive service warranty which starts on the day we deliver your car.

We've got you covered so that you won't have to spend anything on repairs and maintenance in the first 6 months of owning your car.

The warranty is as close to the manufacturer’s warranty as possible, and has unlimited claims up to the value of the car.

You can read through the Product Disclosure Statement for more information.

If anything goes wrong with your car during the warranty period, call us on , 7 days a week, 8am to 8pm.

You can also email us at [email protected]

If your car is still covered by the manufacturer's warranty we recommend starting any claim with them.

We partner with the best providers all across the country who provide quality parts and components which are covered under a quality guarantee. If one of our preferred repairers can't be found in your area, we will work with your repairer to assess the issue before carrying out any repair work.

Yes, if you sell your car within the first 6 months, the remaining warranty can be transferred to the new owner.

More information about this is included in your Product Disclosure Document.

No, CARS24 offer a complimentary 6 months comprehensive warranty for every car that isn’t already covered by the manufacturer's warranty.

If the manufacturer's warranty expires during that first 6 months, we'll cover your car up until 6 months after your car is delivered.

You can reach out to directly to the servicing department of the manufacturer.

You can also contact us and our team will guide you through the process and liaise with the manufacturer directly if needed. Our team will do their best to solve your warranty problem and ensure you’re back on the road quickly.

If the manufacturer's warranty expires during that first 6 months, we'll cover your car up until 6 months after your car is delivered.

We'll pay the repair costs for Mechanical Breakdown to the Components and Parts that were originally covered by the Manufacturers Warranty except those components and parts as described under Section 10 “Exclusions” of the Product Disclosure Statement.

These details can be found in the Product Disclosure Statement which outlines what the warranty covers or excludes. Any accidental or consequential damages will not be covered under the warranty.

Yes, you can. We'll offer this service on our website soon. For now, contact us and we can arrange extended warranty over the phone.

Yes, all CARS24 customers receive 12 months of complimentary Roadside Assistance. Please call the 24/7 line: 1800 422 722 in case you need to access Roadside Assistance.

For more details on what your Roadside Assistance Policy covers, please refer to the Product Disclosure Statement.

There is no limit on the number of claims during the warranty period however there is a limit to how far you can travel and still make a claim. There is a limit of 10,000km during the 6 month period, if you have travelled over 10,000km in the 6 months you won't be eligible to make a claim.

The warranty is only limited up to the value of the car, for example if you purchase a car for $27k you could claim up to $27K.

Documentation, Insurance, and Ownership Transfer

You will need the following: your Driver Licence at the time of purchase.

Yes. We recommend that you take out insurance on your car immediately to ensure you're completely protected from the moment we've delivered it to you.

If you've arranged finance, your lender will likely insist that you have arranged insurance before releasing funds.

If you are financing a car through our finance partner Driva, you may need insurance before the car can be delivered to you based on the lender’s requirements. If this is required, Driva will let you know.

CARS24 will take care of the entire registration process for you.

We will get all the relevant documents from you during the purchase process and complete the registration and transfer with the relevant state authorities.

We charge the state government fee for ownership transfer. This will vary per state and is estimated on your drive-away price breakdown.

We take care of this as part of our integrated end-to-end service.

Car Delivery

Within the checkout process, you’ll be provided an estimated delivery date.

Don’t worry - this is completely flexible but gives you a guide as to when you might expect your new car delivered.

We wait for funds to be received and then we initiate the delivery process.

A personal Carcierge based locally will take care of you from start to finish.

They will prepare your car for delivery, and liaise with you to confirm your delivery time slot. On the day, they’ll keep in touch to ensure you know exactly when they’ll arrive.

We generally expect your delivery handover to take about 30 minutes but we can spend as little or as much time with you as you need to get to know your car.

Yes! You’ll have to be present and show us your Driver Licence for verification.

This is a really important security requirement to ensure that your car is handed over to the right person.

Yes, you will need to present your physical Driver Licence at the time of delivery.

Your car will include all items and accessories mentioned on our website.

Additional items, such as an owner's manual or spare keys will be included if it was present when CARS24 purchased the car.

You will also receive the sales agreement, sales contract, invoice, registration certificate, Warranty Booklet and Insurance Certificate.

Your health and safety are our highest priority. All of our cars are thoroughly cleaned before delivery.

After your car is delivered our Carcierge will sanitise and wipe down high-touch areas such as the steering wheel, gear stick and door handles.

The handover will be done from a safe distance and while our Carcierges wear a protective mask and gloves.

We deliver our cars to wherever you live on the Australian continent. Our delivery process will differ based on where you live.

Unfortunately, if you live more than 100km outside of the metropolitan area, our Carcierge won’t be able to personally deliver and hand over your new used car. We’ll partner with one of our trusted delivery partners to get the car from us all the way to you.

For more details see our delivery to regional areas page.

7 Day Return

We understand that buying a car is an important decision.

That is why when you're buying a car from CARS24, it’s ok to change your mind. If the car doesn’t suit you, return it within 7 days and get 100% of your money-back, just like anything else you order online.

Drive the car for 7 days to make sure it meets your requirements.

If, for whatever reason, you're not satisfied with it, drop an email to [email protected] within 7 days of your car delivery date to initiate the return process.

The CARS24 team will check to ensure that the car is in the same condition as it was at the time of delivery and then initiate the return. When all details are verified, the refund will be processed within 3 to 5 working days.

Your refund will be processed within 7 days, provided there is no damage to the car. The refund will be the price you paid CARS24 for the car, but your lender may charge you certain fees you'll need to consider.

7 Day Return is only applicable for return requests raised within 7 days of delivery.

It's not applicable if the car is modified/altered from the condition delivered or damaged due to an accident or has missing parts.

To be eligible for the refund, the car must be in the exact condition as during delivery. The CARS24 team will re-inspect your car during return before initiating a refund.

Note: Cars that have clocked more than 500km from the delivery date are not eligible for return.

The refund is initiated within 3 to 5 working days if the car meets all the above-mentioned terms and conditions.

On processing your return under the 7 Day Return, you can choose to buy another car from CARS24.

We would love to deliver another vehicle to you. However, you can return only 3 cars for a full refund under the 7-Day Return.

All refund payments will be made electronically to the buyer's account, irrespective of the payment mode you chose at the time of purchase.

In case of a missing part or item, we will deduct the respective amount and refund the rest of the payment.

CARS24’s technical team reserves the right to decide on the deduction amount for the missing part/item from the car.

All our cars undergo rigorous technical inspection to make sure they are delivered in top condition to you.

In case of an issue with the cars after 7 days, you are covered under warranty for 6 months (12 months for our first 100 customers).

You will only be eligible for any tolls or infringements such as speeding tickets or parking fines while the car is in your possession, so from the time the car is delivered to you, until the time the car is collected by CARS24.

Roadside Assistance

Your car is covered by roadside assistance for 12 months from the day it's delivered. If you need roadside assistance call 1800 422 772.

4 free service calls are included for the year and can be used for jumpstarts, battery replacement, emergency fuel and towing (20km in metropolitan areas and 50km in regional areas).

Trade-Ins

We'll need to verify that you're theowner of the car being traded, so we'll need copies of:

  1. The front and back of your drivers licence
  2. Registration documentation for the car in your name
  3. Service log books and Roadworthy Condition (RWC)if available. (These will be looked at on the day of delivery)

This list doesn't include other documents you'll need to provide as part of the purchase of your new car.

We're happy to take cars with personalised number plates. We’ll need all owners of the personalised plates to be at the inspection to sign the transfer papers. If you want to keep your personalised number plate, you'll need to visit a local registration office to swap your personalised plates for a generic number plate before trading in your car with CARS24.

The car’s registration certificate must match the new number plate when we inspect your car.

We do, but you'll need to pay out the amount owing on the vehicle before we can pick up the car you're trading in.

As long as the finance check clears before the scheduled pickup, we will accept your car as part of a tradein

We do but we'll need to see prior Australian registration documents in your name.

The trade-in value you receive from CARS24 is valid for 3 days. The appraisal will not change as long as the information you entered was accurate.

We'll accept the vehicle as long as:

  1. You're the registered owner of the car and have a valid copy of the registration papers
  2. Your vehicle was first registered in Australia
  3. Your vehicle is in a 'roadworthy' condition
  4. It doesn't have mechanical faults (like noticeable problems with the steering, transmission, cluth, gearbox, suspension or brakes)
  5. All electrical functions are in working order
  6. Its appearance or performance hasn't been modified
  7. It mileage is accurate to the best of your knowledge
  8. No warning lights show on the dashboard
  9. The tyres are safe and legal

We’ve priced our cars competitively and fairly based on their condition and quality. Negotiating can be a stressful process for buyers, so we believe in no haggle - no hassle to make buying our cars as streamlined as possible. That's why we provide our best offer up front.

We'll inspect and pick up your trade-in car at the same time and location that we deliver your new car.

If you decide to return the car you purchased from us within the 7-day return period, we will no longer have the car you traded in and can only offer a refund of the trade in amount.

We pay directly to your bank account. Funds will normally clear within 24 hours of pickup of the returned car.