Returns and Refunds Policy

Cancellations

A cancellation request may be eligible only before the supplier has confirmed the order and before the part has shipped. A cancellation is not effective until AutoNeed Solutions acknowledges it to you.

Once an order has been supplier-confirmed or shipped, the request is handled under the return rules in this policy rather than as a cancellation.

Where a cancellation is eligible, a cancellation fee applies. The fee starts at 30% of the order value and does not exceed 50% of the order value. The specific fee is based on documented supplier, freight, sourcing, processing or handling costs already incurred, and is disclosed to you before purchase wherever it can be determined at that point.

To request a cancellation, call or email us with your order number.

Return window

A return request must be made within 15 calendar days after the delivery date recorded by the carrier.

Return authorisation is mandatory

Prior return authorisation is required for every return. Do not ship anything back before you receive authorisation and instructions from us.

Do not return products to our business mailing address. AutoNeed Solutions or the designated fulfilment partner provides the correct return destination and instructions as part of the authorisation.

Restocking fees

Approved returns may carry a restocking fee of up to 30%. The fee applied depends on the reason for return, the condition of the returned item and the charges applied by the supplier, and it is disclosed to you during the authorisation process.

Who pays return shipping

• You pay return shipping where the return is due to a change of mind, an ordering error on your side, or vehicle or VIN information supplied by you that was inaccurate or incomplete.
• We pay reasonable approved return shipping where AutoNeed Solutions or its fulfilment partner supplied an incorrect item, where the item was damaged in shipping, or where a defect claim has been approved.

Damaged or incorrect items

Visible shipping damage or an incorrect part must be reported to us within 24 hours of the recorded delivery time.

Please retain all packaging and provide your order number together with clear photographs of the part, the part labels and the outer packaging. These are needed for the carrier or supplier claim.

Inspection and refunds

An authorised returned product must be received and inspected before a refund is approved.

Once a return is approved after inspection, the refund is processed within 4 to 5 business days. Your bank or financial institution may require additional time to post the credit to your account.

Refunds are normally issued to the original payment method once a payment processor is in place. Treatment of original shipping charges and any other non-refundable amounts follows your quotation, the reason for the return and applicable law.

Non-returnable items

The following are non-returnable, except where a valid incorrect, damaged or defective claim applies, or where applicable law provides a remedy:

• Parts that have been installed, modified or altered
• Opened electrical and electronic components
• Special-order or specifically sourced parts
• Opened fluids
• Used tools

Legal rights

Nothing in this policy limits or waives rights that cannot be limited or waived under applicable federal or state consumer law.