This Refunds and Returns Policy is designed to comply with Australian Consumer Law and align with ENCOPARTS’ Terms and Conditions of Sale. It outlines the rights and responsibilities of both the buyer and ENCOPARTS regarding the return of goods and processing of refunds.
General Policy
- Consumer Rights: Under Australian Consumer Law, consumers are entitled to a remedy if a product fails to meet consumer guarantees. Remedies include repair, replacement, or refund, depending on the severity of the problem.
- Proof of Purchase: To process a return or refund, proof of purchase is required. This could be a receipt, bank statement, or any other form of evidence showing the purchase from ENCOPARTS.
Conditions for Returns
- Major Problems: If a product has a major problem, such as being unsafe, significantly different from the description, or not performing as expected, customers can choose between a refund, replacement, or repair.
- Minor Problems: For minor issues, ENCOPARTS may offer a free repair instead of a replacement or refund. If repairs are not possible within a reasonable time, customers may choose a replacement or refund.
- Change of Mind: Returns for change of mind are not accepted unless otherwise specified by ENCOPARTS.
Return Process
- Notification: Customers must notify ENCOPARTS of any issues within 14 days of receiving the goods to be eligible for a return.
- Return Authorisation: Before returning any goods, customers must obtain authorisation from ENCOPARTS. Unauthorised returns may not be accepted.
- Condition of Goods: Returned goods must be in their original condition and packaging unless they were received damaged or faulty.
- Restocking Fee: A restocking fee may apply for returns made after 28 days from delivery but within 42 days. This fee will be either $100 or 15% of the purchase price, whichever is greater.
Refunds
- Processing Time: Refunds will be processed within 10 business days once the returned goods have been received and inspected.
- Form of Refund: Refunds will be issued in the same form as the original payment unless otherwise agreed upon.
- Deductions: No deductions will be made from refunds except where applicable restocking fees apply.
Exclusions
- Custom-made goods cannot be returned unless they are faulty or do not meet consumer guarantees.
- Goods that have been damaged due to misuse or neglect by the consumer are not eligible for return.
Liability
ENCOPARTS is not liable for any loss incurred due to delays in processing returns or refunds unless caused by negligence on its part. Consumers are responsible for ensuring that returned goods are securely packaged to prevent damage during transit.