Returns and Refunds Policy

1. Your rights under New Zealand law

This policy gives you rights in addition to any rights you have under New Zealand law.

If you acquire goods as a consumer, the Consumer Guarantees Act 1993 (CGA) provides guarantees that include acceptable quality, safety, durability, fitness for purpose, correspondence with description, and delivery within the agreed or a reasonable time. The Fair Trading Act 1986 protects you from misleading or deceptive conduct and false representations.

Nothing in this policy excludes, restricts, or modifies a right or remedy that cannot lawfully be excluded. Our voluntary change-of-mind conditions and exclusions do not apply where goods are faulty, unsafe, misdescribed, incorrectly supplied, or otherwise fail a statutory guarantee.

2. Summary

The table is a guide. The law and the detailed terms below determine the available remedy.

3. Voluntary 30-day change-of-mind returns

New Zealand law does not generally require a business to accept a return because a customer changed their mind, ordered the wrong product, no longer needs it, or found it cheaper elsewhere. We nevertheless offer a voluntary return for eligible products.

To request a change-of-mind return:

1. Contact support@carpartsmarket.co.nz within 30 calendar days after delivery or collection.
2. Provide the order number, product, reason for return, and requested outcome.
3. Wait for return instructions and a return-authorisation reference before sending the product.
4. Dispatch or deliver the approved return within 7 calendar days after we issue the instructions, unless we agree otherwise.

An eligible product must be:

• the product supplied by us, with matching serial, batch, security, and identification marks where applicable;
• unused, uninstalled, unconnected, unprogrammed, unpainted, uncut, and unmodified;
• free of mounting marks, tool marks, oil, fuel, coolant, grease, sealant, dirt, odour, or other signs of use;
• complete with all components, manuals, accessories, protective films, and hardware; and
• in its original, undamaged, resaleable packaging, except for reasonable opening needed to inspect a non-sensitive product.

You must provide reasonable proof of purchase. An order confirmation, invoice, receipt, account record, or relevant bank/payment record may be sufficient.

4. Products excluded from voluntary change-of-mind returns

Unless we agree otherwise in writing, the voluntary change-of-mind offer does not cover:

• electrical or electronic components after a product or security seal has been broken, or after the item has been connected, energised, installed, coded, programmed, or tested on a vehicle;
• electronic control units, modules, sensors, relays, switches, actuators, coils, alternators, starter motors, electronic lighting components, cameras, or similar diagnosis-sensitive products that no longer meet the unused and sealed condition;
• special-order, custom-made, custom-cut, painted-to-order, programmed, or personalised products;
• products sold as clearance, final sale, or non-returnable where that condition was clearly disclosed before purchase;
• opened fluids, chemicals, aerosols, adhesives, sealants, filters, gaskets, bearings, seals, service kits, or other contamination-sensitive or consumable products;
• products altered, painted, drilled, cut, disassembled, damaged, or installed after delivery;
• products missing original packaging, labels, accessories, or components where that prevents resale as new; or
• gift cards, delivery charges, and services already fully performed, except where law requires otherwise.

These exclusions apply only to voluntary change-of-mind returns. An opened, installed, electrical, special-order, clearance, or consumable product can still qualify for a remedy if it is faulty, unsafe, misdescribed, incorrectly supplied, or otherwise covered by law.

5. Fitment and customer ordering errors

Choosing the wrong part without relying on our advice is generally treated as a change-of-mind return and must meet sections 3 and 4. Before ordering, check the exact vehicle, VIN or chassis range, build date, engine, transmission, body style, trim, side and position, plug and pin configuration, dimensions, and part numbers.

Before installation, compare the new part with the original. Do not paint, cut, force, wire, program, or install a visibly different part.

If our team confirmed compatibility in writing using complete and accurate vehicle details, or the listing expressly carried our Fitment Guarantee for your exact vehicle, contact us promptly. If the confirmed part does not fit for a reason not excluded by the Fitment Guarantee, we will provide the correct part or a refund and pay reasonable approved return freight. Statutory rights relating to description and fitness for a disclosed purpose apply independently of the voluntary guarantee.

6. Faulty, unsafe, misdescribed, or incorrect products

Contact us within a reasonable time if a product:

• is faulty, unsafe, or not of acceptable quality;
• is not reasonably durable;
• does not match its description, sample, or model ordered;
• is unfit for its normal purpose;
• does not achieve a particular purpose you made known to us where you reasonably relied on our skill or judgment; or
• is not the product you ordered.

Stop using the product and vehicle if continued use could be unsafe or cause further damage. Take reasonable steps to reduce loss. Do not arrange a third-party repair before giving us a reasonable opportunity to inspect and remedy the issue, unless urgent action is reasonably necessary for safety or to prevent further loss.

We may reasonably ask for:

• proof of purchase;
• make, model, year, build date, VIN or chassis, registration, and odometer details;
• a description of the issue and when it appeared;
• photographs, video, scan codes, or a diagnostic report;
• installation details and an invoice where relevant; and
• the product for inspection or testing.

We will request only evidence reasonably relevant to the claim. A missing receipt or original packaging does not automatically defeat a statutory claim, and evidence requirements will not be used to unreasonably delay or deny your rights.

7. Remedies under the Consumer Guarantees Act

The available remedy depends on the facts and seriousness of the failure.

7.1. Failure that can be remedied and is not substantial

We may choose to repair the product, replace it with an identical product, or provide a full refund. The remedy must be provided free of charge and within a reasonable time.

If we refuse or fail to remedy the issue within a reasonable time, the CGA may allow you to have it remedied elsewhere and recover reasonable costs, or reject the product and seek a refund or replacement.

7.2. Failure of substantial character

A failure may be substantial if, for example, a reasonable consumer would not have bought the product had they known of it, the product is significantly different from its description, it is substantially unfit for purpose and cannot easily be fixed within a reasonable time, or it is unsafe.

Where the failure is substantial, you may reject the product and choose a refund or replacement, or keep it and claim compensation for its reduced value, as the CGA provides.

7.3. Other reasonably foreseeable loss

The CGA may also entitle you to compensation for additional loss or damage that was reasonably foreseeable as a result of the failure. You must take reasonable steps to minimise loss and provide evidence of the amount claimed.

Nothing in this policy predetermines a statutory remedy before the facts are assessed.

8. Damage, missing items, and freight issues

Inspect the parcel and product promptly after delivery. If packaging is crushed, punctured, wet, open, or tampered with, note this with the carrier where practicable and take clear photographs before unpacking.

If a product is damaged, incomplete, or missing:

• contact support@carpartsmarket.co.nz as soon as reasonably possible and, if practicable, within 48 hours;
• provide the order number, package label, a description, and photographs of the outer packaging, internal packaging, and product;
• keep the product and packaging until we give instructions; and
• do not install, repair, paint, or modify the product.

Prompt notice helps us preserve carrier evidence, but a failure to contact us within 48 hours does not remove a right that cannot lawfully be excluded. When we arranged the freight, we will manage the carrier claim. We will not require you to pursue our carrier as a condition of receiving a remedy from us.

9. Return freight and collection

9.1. Change-of-mind returns

You are responsible for change-of-mind return freight and for the product until it is delivered to 11A Akatea Road, Glendene, Auckland. Use suitable packaging and a tracked, insured service. Original delivery charges are not refunded for a change-of-mind return, unless we agree otherwise or the law requires it.

For an international voluntary return, you are also responsible for correct return-export and New Zealand import documentation and any duty, tax, brokerage, or customs charge arising from an incorrectly documented return. Contact us before shipping so we can provide return instructions.

9.2. Faulty or incorrect products

Contact us before returning a product. We may provide a label, arrange collection, nominate a local return point, or ask you to send it using an agreed service.

If returning a faulty product would be difficult or expensive because of its size, weight, installation, or transport requirements, tell us so we can arrange an appropriate method. Where a fault or our error is confirmed, we will reimburse reasonable return costs you incurred in accordance with our instructions. We will also cover reasonable redelivery costs for a replacement.

We are not required to pay an unnecessarily expensive or unapproved freight method where a reasonable alternative was available, unless urgency was reasonably necessary for safety or to prevent further loss.

For an international faulty-product or incorrect-product return, contact us before shipping. We will provide the approved carrier, customs description, declared-value, and return instructions. Where applicable law requires us to bear reasonable return costs, that obligation also applies to an approved international return.

10. Inspection and refused returns

Receiving a product does not itself approve a refund. We will inspect it within a reasonable time and tell you the outcome.

For a voluntary change-of-mind request, we may decline the return if the eligibility conditions are not met. With your agreement, we may instead offer a reduced refund reflecting the actual reduction in resale value. We do not charge a restocking fee for an eligible change-of-mind return of a new product. A handling fee applies to used parts, as set out in section 14.

For a rejected voluntary return, you must arrange collection or pay reasonable return-delivery costs within 14 calendar days after our rejection notice. We will contact you before taking any further step. We will not dispose of the product or charge storage fees unless a separate process, timeframe, and reasonable fee have been clearly notified and are lawful.

These rules do not allow us to reduce or refuse a remedy for a valid statutory claim.

11. Refunds

Approved refunds are submitted to the original payment method unless another lawful method is agreed or the original method is unavailable. A statutory refund will not be limited to store credit.

We aim to submit an approved refund within 5 business days after approval. Payment providers and banks may take additional time to make funds available. We will not describe a refund as completed until it has been submitted to the relevant payment provider or otherwise paid.

For an eligible change-of-mind return, the refund is limited to the price paid for the returned product, less any handling fee that applies under section 14. Original delivery charges, premium delivery upgrades, installation, and change-of-mind return freight are not refunded.

For a faulty, misdescribed, damaged, or incorrectly supplied product, refund and cost reimbursement will be determined under the CGA and other applicable law.

Import duties, taxes, and fees paid directly to an overseas carrier or authority were not collected by us and cannot be refunded by us. You may need to apply to that carrier or authority. Amounts collected by CPM will be refunded where required by applicable law.

If a bundle, kit, “buy one get one,” or discounted group is partly returned, we may recalculate the voluntary refund to reflect the price that would have applied to the products kept. This does not reduce a statutory refund.

12. Exchanges

An exchange depends on product availability. For a voluntary exchange, you are responsible for any price difference and applicable delivery costs. If the replacement costs less, we will refund the difference.

Where the CGA gives you a right to replacement, the replacement will be an identical product where reasonably available and will be provided without extra charge. If an identical replacement is unavailable, we will discuss another lawful remedy.

13. When a remedy may not be available

A remedy may not be available to the extent the issue was caused by:

• accidental damage after delivery;
• incorrect diagnosis, selection, DIY work, installation, wiring, programming, calibration, use, maintenance, or storage;
• misuse, abuse, racing, overloading, unauthorised modification, or failure to follow instructions;
• another defective or incompatible vehicle component, contamination, corrosion, or an external event; or
• continuing to use the product after it was reasonable to stop.

We will consider causation and the evidence. Opening or installing a product does not, by itself, eliminate a statutory remedy for an unrelated inherent fault.

14. Used parts

A used part is a part previously fitted to or supplied for a vehicle and resold in its second-hand condition. A used part is sold as a second-hand item. It is not new, it is not covered by a manufacturer's warranty, and its expected life is not the same as a new part's.

Your rights under the Consumer Guarantees Act apply to used parts. The guarantee of acceptable quality takes account of the way a product is described and the price paid, so what is acceptable for a clearly described second-hand part differs from what is acceptable for a new one. It does not mean the guarantee does not apply.

14.1. How we describe a used part

We sell the specific item we hold. Each used-part listing states its condition and identifies any fault, damage, wear, missing component, or cosmetic defect we are aware of.

A fault we disclose in the listing, or point out to you before you buy or collect, is part of what you agreed to buy and is not a basis for a later claim about that fault. This does not affect your rights in respect of a fault we did not disclose, including a fault that would not be apparent on inspection.

You are welcome to inspect or test a used part at collection, and we encourage it. Inspecting a part, or choosing not to, does not reduce your rights in respect of a fault that was not disclosed.

14.2. Telling us the right vehicle and the right problem

We supply the part you ask for. We do not diagnose your vehicle, and we cannot tell from a description whether a part will solve a particular symptom. Before ordering a used part, identify the cause of the problem and give us complete vehicle details: make, model, year, build date, VIN or chassis, engine, transmission, body style, side and position, and the original part number where you have it.

Where we have confirmed compatibility in writing from complete and accurate details you supplied, sections 5 and 12 apply in the ordinary way.

14.3. Voluntary change-of-mind returns of used parts, and the handling fee

The voluntary 30-day change-of-mind return in section 3 also applies to used parts, on the conditions in sections 3 and 4, with one difference: a handling fee of 15% of the product price is deducted from the refund. The fee reflects the cost of inspecting, re-testing, re-photographing and re-listing an individual second-hand item, which cannot be returned to stock as a sealed new product can.

The 15% handling fee applies where the return arises from a change of mind, an incorrect choice made without relying on our written advice, or a diagnosis that turned out to be wrong. It is stated on each used-part listing before purchase.

The handling fee is never deducted from a refund you are entitled to by law. It does not apply where a used part is faulty in a way we did not disclose, is unsafe, does not match its description, or is not the part you ordered. A part that fails a statutory guarantee is not a change of mind, however the request is described.

14.4. Used parts that cannot be returned to their original state

A used part that has been cut, drilled, trimmed, painted, dismantled, or otherwise altered so that it cannot be returned to the condition in which it was supplied is not eligible for a voluntary change-of-mind return.

This exclusion applies only to voluntary change-of-mind returns. A used part that was faulty in a way we did not disclose, unsafe, misdescribed, or incorrectly supplied can still qualify for a remedy under the law, and altering it does not by itself remove that right.

14.5. Telling us about a problem with a used part

If something is wrong with a used part, tell us as soon as reasonably possible and in any case within 30 days after delivery or collection. Within that period we will assess the issue under our voluntary used-part terms as well as under the law.

The 30-day period is a voluntary commitment, not a limit on your legal rights. A right under the Consumer Guarantees Act or another law may continue after 30 days, and we will not refuse a valid statutory claim because it was raised later. Raising an issue promptly does, in practice, make it easier to establish what caused it.

14.6. Return freight and costs for used parts

Section 9 applies to used parts without change. You pay return freight on a voluntary change-of-mind return; where a fault or our error is confirmed, we pay reasonable return and redelivery costs.

Our voluntary remedies for a used part are limited to the price paid for that part. They do not extend to installation or removal labour charged by a third party, diagnosis, freight, or servicing costs. This voluntary limit does not exclude any right to recover reasonably foreseeable loss available under the Consumer Guarantees Act or another law, which is assessed on the facts of each claim. Contact us before incurring substantial cost, and allow us a reasonable opportunity to inspect and remedy the issue, unless urgent action is reasonably required for safety or to prevent further loss.

15. Business purchases

If products are acquired in trade and for business purposes, the business-customer provisions in our Terms and Conditions may apply, including a written agreement to contract out of the CGA where doing so is legally permitted, fair, and reasonable.

Where the CGA has been contracted out of on that basis, our liability for a product, including a used part, is limited at our option to repair, replacement, resupply, or the price paid for that product, and does not extend to third-party installation or removal labour, diagnosis, freight, servicing, or other consequential cost. This paragraph does not apply to a consumer acquisition.

16. How to start a return or refund request

Contact:

Car Parts Market (CPM) Returns Team

Email: support@carpartsmarket.co.nz

Phone: 09 243 1350

Returns address: 11A Akatea Road, Glendene, Auckland

Do not send a product to a supplier, manufacturer, store, or warehouse until we confirm the correct return location. Clearly include the return-authorisation reference with the parcel, but do not write directly on retail product packaging.

17. Complaints

If you disagree with an outcome, ask us to review it and provide any additional evidence. We will respond within a reasonable time.

You may seek independent guidance from Consumer Protection, Citizens Advice Bureau, or Community Law, and may be able to take a claim to the Disputes Tribunal.

This policy incorporates and should be read together with our Shipping and Delivery Policy and Warranty Policy.