Refund Policy

1. Returns and Refunds

1.1 Change of Mind and Incorrectly Ordered Items

a. Change of Mind: We understand that preferences can change. Unfortunately, we’re unable to process returns for change of mind purchases.

b. Incorrectly Ordered Items: While returns for products ordered in error may be considered, it’s essential to discuss and agree upon such cases beforehand. Please note that if Automotive Warehouse agrees to a return, a 20% restocking fee will apply to orders shipped within New Zealand.

c. Replacement for Incorrectly Ordered Products: In the event of an incorrect order, we reserve the right to replace the product with the correct one. To facilitate this process, the original product must be returned at the buyer’s expense. Additional charges, such as shipping costs and any differences in product cost, may apply. Any surplus funds, if the correct product is less expensive, will be allocated towards additional shipping costs or refunded to the customer.

2. Procured Products or Backordered Products

Regrettably, we are unable to accept returns or offer refunds for procured products or orders placed on backorder with our supplier(s).

3. Return Conditions

a. We kindly request customers to communicate and obtain approval for return requests before initiating the process.

b. Returned products should be in their original packaging (if applicable) and in pristine, unused condition.

c. For tracking purposes, please use a reliable shipping service for returns. We cannot be responsible for lost or damaged returns.

d. Include a copy of the invoice, which is accessible via email upon order placement or under the “My Account > Orders” section on our website, with the returned product.

4. Shipping Charges

a. Shipping charges are non-refundable unless the return is due to an error on our part, such as sending the wrong product.

b. All other instances, the cost of returning products is the responsibility of the purchaser.

5. International Orders

For international orders (where the product is shipped outside of New Zealand), refunds are not offered, except in specific cases:

• Lost parcels where the shipping provider accepts responsibility.
• Dispatch of an incorrectly sent product, requiring return at our expense (at our discretion, covering freight carrier costs and any additional packaging costs). 

6. Refund Process

a. Refunds will be processed promptly upon the safe receipt and inspection of the returned product.

b. If, due to our error, it may be more economical to destroy the product to which the decision to allow the destruction of the original product rests solely with Automotive Warehouse Limited. This option is applicable exclusively to instances where Automotive Warehouse is at fault, having sent the incorrect product, and deems it more economical to have the product destroyed rather than shipped back. Only an authorized employee of Automotive Warehouse may provide instructions for the destruction of the product. Customers are required to provide clear and unequivocal proof of the products destruction. The decision to refund in such instances, including the choice of destruction, remains within the purview of Automotive Warehouse Limited.

c. Refunds will not be issued without the submission of proper or adequate proof.

d. Refunds will be issued based on the original method of payment.

7. Consumers Guarantee Act

For our retail customers in New Zealand, please be aware that the Consumers Guarantee Act applies to your purchases.