Refund policy

Car Parts Collective sells automotive parts and accessories online to customers in Australia and internationally. We want you to get the right part, in good condition, the first time. Where that doesn't happen, this policy explains exactly what you're entitled to and how to sort it out quickly.

Nothing in this policy limits, excludes, or attempts to contract out of your rights under the Australian Consumer Law that isn't legally possible, and we wouldn't want to anyway.

When you buy from us, your purchase comes with automatic consumer guarantees under the ACL. These guarantees exist regardless of any manufacturer warranty and cannot be excluded, restricted, or waived by this policy, a store credit note, or anything a staff member says.

In short, goods we sell must be:
- Of acceptable quality -bsafe, durable, and free from defects
- Fit for the purpose we told you it would serve, or that you made known to us
- As described - matching the listing, specification and fitment data shown

Major failure - the part is unsafe, significantly different from the listing, doesn't work and can't easily be fixed, or wouldn't have been bought if the problem was known → your choice of a full refund or a free replacement (subject to stock - see Section 6).

Minor failure - a problem that can be fixed within a reasonable time we choose to repair, replace, or refund.

Ordered the wrong thing, found it cheaper elsewhere, or simply don't need it anymore? You can return most items for a refund, exchange, or store credit within 14 days of delivery, provided:

- The item is unused, unfitted, and unmarked, in as-new condition

- It's in its original packaging with all manuals, hardware, and accessories included

- You have proof of purchase (order number or receipt)

If a part arrives faulty, not as described, or damaged in transit:

1. Contact us within 48 hours of delivery with your order number and clear photos of the fault, damage, or incorrect item - including the packaging if it arrived damaged. For all items listed as 'NOS', this does not include damage to boxes that are already worn.

2. We'll confirm the fastest fix: replacement or refund, at your choice for major failures. Return postage is on us, and we'll send a prepaid label or arrange a courier pickup for bulky items.

Reported after 48 hours? You're still covered — the guarantees in Section 2 don't disappear — it just means we'll ask for more detail to establish the fault wasn't caused by fitting, use, or an accident after delivery.

Many of the parts we sell - particularly specialist, discontinued, or low-volume lines - are stocked as single units. If your item qualifies for a replacement under Sections 4 or 5 (wrong part, faulty, or damaged) and we don't have another unit in stock to send you, you're covered by the guarantee below.

If you'd prefer to wait for restock or take a store credit instead of a refund, just let us know - but a cash refund is always available on request in this situation.

Some products sold by Car Parts Collective are New Old Stock (NOS). NOS products are unused parts that may have remained in manufacturer, distributor, dealer or other storage for an extended period.

Because these products may come from different production batches, factories and storage locations, items sold under the same part number or SKU may vary in:

• country or location of manufacture;
  
• packaging design, branding, labels and printed information;
  
• box colour and condition;
  
• production markings, date codes or batch numbers;
  
• minor cosmetic finish or presentation.
  

The packaging condition of NOS products can vary significantly, including between units listed under the same SKU. Packaging may show shelf wear, fading, dust, creasing, dents, tears, tape, writing, removed labels, opened flaps, outdated information or previous handling. Some items may be supplied in replacement packaging or without their original retail packaging.

Unless a listing specifically states that pristine, collector-grade or original packaging is included, general age-related packaging wear is expected and is not, by itself, considered damage to the part.

NOS parts may also show conditions associated with long-term storage, including dust, storage residue, light marks or minor superficial oxidation. We only offer a part for sale where we reasonably consider that its disclosed condition does not affect its safety, fitment or intended function. Any known deterioration, corrosion, damage or other condition that may materially affect a customer’s purchasing decision will be disclosed in the product listing where reasonably identifiable.

Product photographs may show either:

• the exact unit being sold; or
  
• a representative unit from the same product line.
  

The listing will state where photographs are representative. Where multiple units are available, the packaging, manufacturing location, labels or cosmetic condition of the unit supplied may differ from the photographs unless the listing states otherwise.

Customers who require a particular country of manufacture, packaging design, date code, batch, label or cosmetic condition should contact us before ordering so that we can confirm the available unit.

Nothing in this section excludes or limits your rights under the Australian Consumer Law. A customer may still be entitled to a remedy where a product is unsafe, faulty, materially different from its description, unsuitable for a disclosed purpose or otherwise fails to meet an applicable consumer guarantee.

We ship to customers outside Australia, and the guarantees in Sections 2, 4, 5 and 6 apply to every order we ship, wherever it's going — the ACL is a floor we apply globally, not just an Australian entitlement we limit to Australian addresses.
- Faulty, wrong, or damaged items: same as Section 4 — we cover return postage and offer repair, replacement, or refund.
- Change of mind: same 14-day window as Section 3, but return postage from outside Australia is at your cost and can take longer — we recommend a tracked, insured service.
- Customs duties, import taxes, and brokerage fees*charged by your country on the original shipment are non-refundable, as these are collected by your local customs authority, not by us.
- Refunds are issued in the original payment currency to the original payment method; we're not responsible for exchange rate movement between purchase and refund.

1. Email hello@carpartscollective.com.au with your order number, the item(s), and the reason for return.
2. We'll reply within 2 business days with a return authorisation, instructions, and — for faulty, wrong, or fitment claims — a prepaid label or courier booking.
3. Pack the item securely (original packaging where possible) and send it to the address we provide. Please don't send returns to our warehouse without an authorisation first — unannounced parcels can get lost or delayed.
4. Once received and checked against the conditions in this policy, we'll process your refund, replacement, or store credit and email you a confirmation.

Refunds are issued to your original payment method (card, PayPal, Afterpay, etc.) within 5 business days of us receiving and checking the returned item, or immediately where no return of goods is required (e.g. a refund under Section 4). Depending on your bank or provider, funds can then take a further 3–10 business days to appear.

Store credit, where chosen, is issued instantly by email once your return is approved.

Many parts also carry a separate manufacturer's warranty, run directly by the brand rather than us, which may cover a longer period than this policy. Manufacturer warranty terms sit alongside - not instead of - your ACL rights and this policy. In these instances, we may point you to the manufacture, where appropriate.

Car Parts Collective ABN 76 680 133 455
Croydon South, Victoria
Email: hello@carpartscollective.com.au

This policy is governed by the laws of Victoria, Australia. If you're not satisfied with how we've handled a return or refund, you can escalate a complaint to Consumer Affairs Victoria or, for unresolved disputes, the Victorian Civil and Administrative Tribunal - VCAT .