Refund policy
| PLEASE CONTACT our team at Customer Support. |
We will then discuss with you any issue with the product & ascertain the reason for your return.
Products may be returned for refund or replacement.
| WHEN TO RETURN A PRODUCT |
We have a 30 day return policy, from the date of your order you have 30 days to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, undamaged, has not been fitted to a vehicle, unaltered, returned with any accessories or manuals & preferably in it's original packaging.You will also need the invoice & receipt for proof of purchase.
You can always contact us for any return question at Customer Support.
| EXCEPTIONS/Non Returnable Item |
| ⛔ In some cases a replacement or refund, may not be applicable or void: |
| Substantially modified product |
| Misuse of the product |
| Goods have been altered, tampered with |
| Goods have been installed incorrectly to the manufacturers instructions/ documentation supplied with the goods , or have not been fitted by a qualified mechanic, or fitted to a non original vehicle application |
| stolen or lost products |
| Fuel Pumps - once sealed bag has been opened the product cannot be returned. Actual photo of the fuel pump and packaging is shown on the products listing when completing your purchase. |
| DAMAGES & ISSUES |
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Packaging on products may vary - new, faded , marked, shop/shelf worn carton quality & is NOT considered to be damaged goods.
| REPLACEMENT OR REFUND |
Once we approve your product for a return via Customer Support, we will conduct a product assessment. This will enable us to detemine whether a replacement or refund is appropriate.
| EXCHANGES |
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Some products are one-offs or " hard to find " parts & may no longer be obtainable, if this is the case we will try to source a replacement, we cannot guarantee that the replacement will be the same brand or at the same original price, we will advise you of any difference in brand, price. Or alternatively, a refund will be offered, minus the freight charge.
We may substitute an exchanged product for an alternate brand to suit your vehicle. We will try to match the original purchase price & will advise you of any difference in brand, price. Or alternatively, a refund will be offered, minus the freight charge.
| REFUNDS |
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, the refund is for the price paid by the customer for the purchased product/s only & does not include the shipping/freight costs.
If the product was incorrectly sent by Auto Hardparts & we no longer have stock, we will refund the original price paid by the customer plus the shipping/freight cost.
If we replace an incorrectly sent product with the correct product, Auto Hardparts will cover the return shipping/freight cost.
If approved, you’ll be automatically refunded on your original payment method within 3-5 business days ( depending on your bank or credit card provider ) it may take longer to process a refund. If more than 7 business days have passed since we’ve approved your return, please contact us at support@autohardpartsonlinestore.com.
| CANCELLATION OF ORDER |
Once your order has been dispatched & has left our premises for delivery it cannot be cancelled.
If you wish to return your order for a refund please see information above under "Returning your product".
Sometimes, stock levels may change and a product ordered may not be available, in this instance we will refund the price paid by you & any shipping/freight charged.
Click & Collect: If you change your mind, you can cancel your "Click & Collect" order. We will cancel & refund your order.
Please contact Customer Support to arrange cancellation.
Returns must be approved, before any claim can be assessed.
PRIOR TO RETURNING ANY PRODUCT for assessment, CONTACT our Team at Customer Support.
| WARRANTY |
Warranty against defects or " Manufacturers Warranty ", is limited by time.
Our goods come with guarantees that cannot be excuded under the Australian Consumer Law. You are entitled to a replacement or refund for major failure and compensation for any other reasonable 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 major failure.
WHAT CONSTITUTES A " MAJOR FAILURE"?
We offer a replacement or refund (including freight charge) if the product is assessed as having "Major Failure".
| ⚠️ A Product has been identified as having a "Major Failure" if: |
| it's unsafe |
| is significantly different from the sample or description |
| doesn't do what it is supposed to do, or what you asked for |
| can't be easily fixed |
| product does not meet "fitness of purpose" |
Warranty on goods varies by Manufacturer. For the majority, warranty on goods applies for at least 12 months or 20,000 kilometres, whichever comes first. If a fault has been identified through no fault of you own, a warranty claim can be processed through the manufacturer, the faulty item, once returned to us will be forwarded to the manufacturer for assessment & testing, it is the manufacturers decision on the result of the items status & if to replace, repair or reject the item is applicable. The customer can choose to either purchase a new replacement part or wait for the item to be assessed by the manufacturer.
The warranty on goods is a manufacturer's warranty & any decision made by the manufacturer in regards to the assessment of the item, is as follows:
- The manufacturers assessment is to replace - the item will be replaced. Generally, a customer would purchase the replacement part, while the item returned is being assessed by the manufacturer, if a customer has purchased the new replacement part then a refund will be given.
- The manufacturers assessment is to repair - the repaired item will be returned to the customer.
- The manufacturer rejects the claim - no refund given, the item will be returned to the customer if they choose, this will incur a freight charge which will be at their expense.
➡️ Please provide the following information, required to assess your product for a major failure: |
| Nature of issue, fault in relation to your claim. |
| Photo evidence of the defect, issue, damage. |
| Proof of purchase. |
THE ABOVE INFORMATION IS A REQUIREMENT |
PLEASE INCLUDE WITH YOUR CLAIM |
PRIOR TO RETURNING ANY PRODUCT for assessment, CONTACT our Team at Customer Support.