RETURNS & REFUNDS POLICY – POWERPARTS Direct

Effective Date: 01/02/2026

At POWERPARTS Direct (“we”, “us”, “our”), we want you to shop with confidence. This Returns & Refunds Policy explains how returns, exchanges, and refunds are handled for purchases made through our website.

This policy operates in addition to your rights under Australian Consumer Law.

1. AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under 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.

2. RETURNS ELIGIBILITY (GENERAL CONDITIONS)

To be eligible for a return (where accepted), items must:

• Be unused, unfitted, and in original condition
• Be returned in original packaging with all parts included
• Include proof of purchase (order number / receipt)
• Be returned within the timeframes listed below

If an item has been installed, used, modified, damaged after delivery, or returned incomplete, the return may be refused.

3. CHANGE OF MIND RETURNS

We understand sometimes you may order the wrong item or no longer need it.

Change of mind returns may be accepted at our discretion, provided:

• Return request is made within [Insert Number] days of delivery
• Item is unused, unopened (where applicable), and in original packaging
• Item is not excluded under Section 6 below

Change of mind return costs

• Return shipping is the customer’s responsibility
• Original shipping charges are not refundable
• A restocking fee may apply where applicable (see Section 7)

4. INCORRECT ITEM ORDERED (WRONG PART ORDERED)

If you ordered the incorrect part, we may assist with a return under our Change of Mind policy, as long as:

• The item is unused/unfitted
• It is returned in original packaging
• The request is within the allowed timeframe

Tip: If you are unsure about fitment, contact us before ordering and we’ll do our best to help confirm compatibility.

5. FAULTY, DAMAGED, OR NOT AS DESCRIBED

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible.

We may request:

• Photos of the item and packaging
• A description of the issue
• Your order number
• Return of the item for inspection (where required)

Where a fault is confirmed, we will provide a remedy in line with Australian Consumer Law, which may include:

• Replacement
• Repair
• Refund

6. ITEMS NOT ELIGIBLE FOR RETURN

The following items are generally not eligible for change of mind returns (unless required by law):

• Special order / non-stock items ordered specifically for you
• Clearance items / discounted end-of-line items
• Electrical components that have been opened or fitted (where applicable)
• Items that have been installed, used, or damaged after delivery
• Consumables (e.g. oils, chemicals, sprays) if opened
• Items returned without original packaging or missing parts

If you are unsure whether an item is eligible, please contact us before ordering.

7. RESTOCKING FEES (IF APPLICABLE)

In some cases, a restocking fee may apply for change of mind returns or incorrectly ordered items.

If a restocking fee applies, it will be confirmed with you before the return is processed.

8. RETURN PROCESS (HOW TO RETURN AN ITEM)

Step 1: Contact Us First

Before returning anything, please contact us with:

• Your order number
• The item(s) you wish to return
• The reason for return
• Photos (if faulty or damaged)

Email: [Insert Email Address]
Phone: [Insert Phone Number]

Step 2: Return Approval

If your return is approved, we will provide return instructions including the return address.

Step 3: Pack the Item Securely

Items must be packaged to prevent damage in transit. We recommend using a tracked shipping service.

9. REFUNDS

Once your return is received and inspected, we will notify you of the outcome.

If approved:

• Refunds will be processed back to the original payment method
• Refunds may take 2–10 business days to appear depending on your bank/payment provider

Refunds will cover the item cost only (unless required by law).

10. EXCHANGES

If you would like to exchange an item:

• Contact us and we will confirm stock availability
• Exchanges are subject to return approval and eligibility
• Additional shipping charges may apply

11. SHIPPING COSTS

If the return is due to change of mind / wrong item ordered:

• Customer pays return shipping
• Original shipping is not refunded

If the return is due to a confirmed fault / incorrect supply by us:

• We will cover reasonable return shipping costs where required under Australian Consumer Law

12. LOST OR DAMAGED RETURNS IN TRANSIT

If you are returning an item, you are responsible for the item until it reaches us.

We strongly recommend using:

• Tracked shipping
• Insurance for higher value items

13. CONTACT US

POWERPARTS Direct
Email: info@powerpartsdirect.com.au
Phone: 0448213150
Address: U4 28 Doherty Street Brendale QLD 4500