At PartsBox.com.au we want to you be completely satisfied with our products and our service. We also understand there may be times that you need to return an item. Our Returns Policy has been designed to assist you in returning a product and to help you make informed decisions on the products you are purchasing.
We want to be transparent in all our dealings with you and would like to quickly mention that all the benefits outlined in our Returns Policy are in addition to other rights and remedies you may have under the Australian consumer law.
Your rights under the Australian Consumer Law.
Our products come with guarantees that cannot be excluded from the Australian Consumer Law. This means you’re entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have your products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
When to Return a Product.
At PartsBox.com.au we offer a replacement, store credit or refund where products have a major failure, such as:
- When they are faulty
- Wrongly described
- Incorrect item sent
- Different from a sample shown to you; or
- Does not do what it is supposed to do
If a product is received damaged or is incorrectly shipped by us please contact our friendly Customer Service team immediately. Any products that are shipped defective from us or products that you did not order but have received from us will qualify for a refund, replacement or a store credit or we can simply correct our error and send your original order. In this case any additional shipping costs will be covered by PartsBox.com.au.
Change of Mind.
At PartsBox.com.au we want you to be completely satisfied with our products and our service, we also know that sometimes you may need to return something that wasn’t quite what you needed. We want to make your shopping experience a pleasant and easy one so we allow the following in regards to refunds, exchanges and store credits, providing the other returns guidelines & requirements are met;
- Full Refund (Less original shipping costs)
- Exchange (Less original shipping costs)
- Store Credit (Less original shipping costs)
All shipping costs for Change of Mind returns, exchanges or store credits are the responsibility of the customer and accordingly any new shipping costs will be deducted from your original payment method if a replacement item is required. The only exception to this is if the item is a replacement of the original product which was received damaged or was faulty, in this case all shipping costs will be covered by PartsBox.com.au and at no cost to the customer.
How to Return a Product
Please refer to our FAQ's Page.
Return Guidelines & Requirements
We Will Accept a product for a Return, Exchange or Store Credit Providing it meets the following guidelines;
- You have received confirmation that your return request has been accepted by PartsBox.com.au
- Your products have been returned within 14 days of receiving your order
- The products are returned in the same condition they were received including the original packaging plus any manuals or warranty information. Any clothing items must be unworn, unwashed, unused and have all the original tags and labels attached.
- All returns must be sent to 199 Jubilee Highway West, Mount Gambier SA 5290
Shipping Returns within Australia
If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance as unfortunately PartsBox.com.au cannot be responsible for any loss or damage to any orders being returned to us.
Once we have received your return, we’ll check the item has been returned and complies with our Returns Policy. If accepted we will arrange for the refund, exchange or store credit request to be completed. Please note it may take up to 48 hours of us receiving your return (excluding weekends) for us to notify you if your return has been accepted.
Refunds, Exchanges and Store Credits
For all refunds of an accepted return we will arrange for the total amount, less shipping costs (unless your order was originally shipped to you free) to be refunded to you. All refunds will be made using the same payment method that was used when you originally placed your order. Once we have processed your refund you will receive a confirmation email. Your refund will be credited to you within 1 – 5 business days, depending on your original payment method and/or financial institution.
For all exchanges of an accepted return we will arrange for the replacement product to be sent to you within 48 hours of your return being accepted. Please refer to our shipping information for details of when you can expect to receive your replacement order. All shipping costs are the responsibility of the customer and accordingly the new shipping costs will be deducted from your original payment method. However if this exchange is for a replacement item in which the original product was received damaged or was faulty all shipping costs will be covered by PartsBox.com.au and at no cost to the customer.
For all store credits of an accepted return we will arrange for the total amount, less shipping costs (unless your order was originally shipped to you free) to be credited to your PartsBox.com.au account. Your store credit will be processed within 48 hours of your return being accepted and should show in your account within 24 hours after you have received confirmation of your credit being processed.
If any item returned does not meet our Returns Policy guidelines for a return, exchange or store credit you will be contacted and your order will be sent back to you.
For all returns please ship back to;
199 Jubilee Highway West
Mount Gambier SA 5290
Please do not send your purchase back to the manufacturer.
We regret that there are several types of goods that are exempt from being returned. Please look over this list prior to placing an order as these products include;
- Auto electrical components
- Hazardous materials or flammable liquids or gases
- Gift vouchers
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Sale items - only regular priced items may be refunded, unfortunately sale items cannot be refunded.
- Misused product contrary to user instructions or packaging labels
- Tailor made customer orders are also excluded under our Returns Policy (unless they are faulty). This includes seat covers, dash-mats and floor-mats etc.
Bulky and fuel operated products
For safety reasons, please contact our Customer Service team before returning any bulky or fuel operated products, such as:
- Engine cranes
- Gas cylinders
Product Assessment for Damaged or Faulty Products
We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Particular technical products may also need to be sent to the manufacturer or their repair agent for assessment, such as:
- Sound, electrical and motor driven products
- Power tools; and
- Customer orders – non-store stock items
If a product assessment is required you will be notified and at this time we will also advise you of an estimated assessment completion time for your product, and when you may expect to be contacted with the findings. It can be expected that if your product is sent to the manufacturer additional time may be required that our normal assessment time frames. In this instance we will endeavor to continually keep you informed about the assessment process and provide you with the findings as soon as possible.
Liaising with the Manufacturer
For some product assessments, we may have to liaise directly with the manufacturer, or their repair agent. Products assessed as having a minor fault may be repaired by the manufacturer and returned to you within a reasonable time. We offer a refund or replacement if the product is assessed as having a major failure.
If you feel that your rights under the Australian consumer law or our Returns Policy have not been met or if you have a complaint, please contact our team by using the Get In Touch form. All complaints will be taken seriously and handled impartiality and with discretion.