Refund and Returns Policy
We strive to ensure our customers are satisfied with their purchase, and advise that all products sold from this website carry the manufacturer’s warranty against faults and or defects, and in the unlikely event that goods need to be returned, our return policy is as follows:
Conditions of return
You are entitled to cancel your order within 7 days from date of receiving the product or goods provided that:
- You log a return on our website to inform us within 7 days of delivery
- It is still in its original packaging and not damaged or used
- Is not missing any parts or accessories
- You have a valid invoice proving purchase of the product.
The following Products, however, cannot be returned:
- Products due to the perishable or hazardous nature or past their expiry dates
- Products specifically ordered to your personalised specifications
- Electrical products
- Products which are by their nature nseparable from other items
- Products that have not been used for their intended use, or misused
Products that are purchased fitted:
These products must be returned to the original fitment centre for evaluation and assessment to approve a product return or exchange with the manufacturer.
Products will only be considered for exchange, for the same product, if they are accepted by the manufacturer as defective or damaged. We reserve the right to withhold a refund until the returned part has been examined and tested, or approved with the manufacturer.
AutoXtra’s liability excludes any consequential loss from failure of our products, and any claim shall be limited to the supply of its replacement only.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days from receiving the returned products.
Only regular priced items may be refunded. Sale or Promotional items cannot be refunded.
Please be aware that your return may be subject to handling and collection fees between 15-35%. If applicable, these will be deducted from your refund credit except electrical parts where the cost of testing them to ensure their re-saleability as well as the cost of repackaging will also be deducted from the credit.
Products to be fitted by a suitably qualified technician
All products must be fitted or installed by a qualified technician, to ensure the product is properly fitted /installed. Proof of compliance may be required by the customer prior to any claim under the warranty being submitted for approval.
If the product was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the product was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
Once a return has been accepted by us we will advise you of the address for the product to be shipped to. You will be responsible for the paying of your own shipping costs of any product returned, and will be at your sole cost and risk. Shipping costs are non-refundable, and we cannot be held responsible for any products damaged or lost in return shipment.