Online Ordering
Can I change my order once I have received a confirmation email?
Generally once your order has been dispatched we are unable to add to, remove from or modify your selection.
Can I have an item purchased online fitted at one of your stores?
Yes, provided we offer a fitment service for the item in question. Conditions do apply for fitments please contact your local store for details.
Can I order online and pick up from my local store?
Yes, We offer a Click & Collect service.
How long will it take to receive my order?
We process and dispatch most orders within 1-2 business days. Delivery times can vary from 1-5 business days after dispatch for smaller items, and 3-6 business days for larger items, depending on your delivery location.
Shipping & Delivery
Can I have my order sent to my place of work?
Yes, when you place an order you are asked to enter your contact details along with the delivery address.
How much does shipping cost?
Your delivery charge will vary depending on the size, weight and location of the products you choose to purchase as well as your delivery location of choice. Once you enter your shipping address at the checkout your postage will be automatically calculated for you.
Where is my order coming from?
We currently have online order processing facilities located in Sydney and Perth, However at times products may be dispatched from one of our local Auto One stores depending on stock availability.
Click and Collect
Are there any extra fees or charges to use your ‘Click & Collect’ service?
No, our click and collect service is free!
Can I go to the store to pick up the item before I receive the confirmation?
Visiting the store prior to receiving the email or SMS alert may result in your items not being ready for collection when you arrive.
Can someone else collect my order?
To protect our customers, only the person specified on the order details is able to collect the order and they will be required to provide appropriate identification at the time of collection..
How do I cancel my order?
How long do I have to collect my order?
Your order must be collected within 14 days, we will send you a friendly reminder if you havent collected your item in 7 days. If you are unable to collect within this period of time we recommend contacting your collection store and advising when you will be able to collect your item. Uncollected orders will be cancelled and refunded after this period of time.
How will I know my order is ready for collection in store?
You will receive a notification either by SMS or email (depending on what you selected when you placed your order) to confirm your order is ready to be collected.
What are your store opening hours?
Store trading hours are displayed online on our store locator page and can vary by location.
What do I take into the store to pick up my order?
Your order confirmation and ID are required to pick up your order. A driver’s license is required for collection of orders over $100 value.
Where is Click & Collect available?
Click & Collect is available at all Auto One stores - subject to stock availability in your selected store.
Returns & Refunds
Auto One will only collect, use and disclose your personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Cth). If you cannot find the answer to your question here, we recommend you to call our Customer Care Team and let the advisor know the details of your order and / or about your question. Click here for their details.
Bulky and fuel operated products
For safety reasons, please contact your nearest local Auto One store before returning any bulky or fuel operated products, such as: - Engine cranes
- Gas cylinders
- Generators
If you feel that your rights under consumer law or our Returns Policy have not been met, please forward your concerns in writing to:
Company Secretary U 1/40 Carrington Road, Castle Hill NSW 2154
In some cases a refund, replacement, or repair may not be offered if you:
- Substantially modify the product;
- Misuse the product contrary to user instructions or packaging labels; or
- Simply change your mind.
Certain products are excluded under our Returns Policy unless they are faulty, these include:
- Tailor made customer orders (seat covers, dash mats and floor mats);
Expenses relating to the return of a product
Any expenses relating to the return of your product to store will normally have to be paid by you. For online store purchases, we will pay for return freight for any product assessed as having a major failure.
For your nearest store details
Store locator here or phone (02) 8845 1111.
For updates to this Returns Policy please visit our Auto One website. At any time you can discuss our policy with your local Auto One Store Manager.
How long does it take for a refund to be processed?
Your refund will be processed once your product has been successfully returned and inspected by our team. Please allow 3-5 business days for your refund to then be processed back to your payment service provider (e.g. AfterPay, Credit Card, etc).
Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
Returning a product that may require assessment
We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment, such as: - Sound, electrical and motor driven products
- Compressors
- Power tools; and
- Customer orders – non store stock items
Special procedures for the return of certain products
The repair of your goods may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
What information do I need to return a product?
To complete a return in store we request that you: - Show your receipt or proof of purchase.
- Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).
- Provide us with any extra information we may need to process your return.
When to return a product?
We offer you a replacement, credit or refund where products have a major failure, such as: - When they are faulty
- Wrongly described
- Different from a sample shown to you; or
- Do not do what they are supposed to do
Where to return a product? - In-store Purchases
Products purchased in store must be returned to the front service desk of your nearest Auto One store. This includes products that carry a manufacturer’s warranty, which may need to be assessed by the manufacturer. Click here to find your closest store!
Where to return a product? - Online Purchases
Please fill in the returns form here. Once we have been notified of your return we will advise the best method of getting the item back to us for refund or replacement. Alternatively to be collected via post or courier, liaise with our Customer Care Team on the below contacts:
- Email: onlinesales@AutoOne.com.au
- Phone: (02) 8845 1111 between the hours of 9:00am and 5:00pm AEST (Sydney) Monday to Friday.
Auto One will only collect, use and disclose your personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Cth). Our Privacy Policy can be located here.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Payment & Pricing
Are your online prices the same as in stores?
Our online pricing is based on our Metropolitan store pricing, variations due to regional pricing or local promotions may occur.
Can I use my Trade Account for discounts on products bought online?
We currently only offer the Trade Account program for purchases in stores, this service is not available online.
Is AfterPay available in my local store?
Yes! Auto One now accepts in store payment from AfterPay at most stores check here to see if your local store takes AfterPay: Auto One Store.
AfterPay can be used for purchasing products In Store and can be redeemed during the normal payment transaction process at the checkout.
Is ZipPay available in my local store?
Yes! Auto One now accepts in store payment from ZipPay at all stores. ZipPay can be used for purchasing products In Store and can be redeemed during the normal payment transaction process at the checkout.
Gift Cards
Can I use an Auto One Gift Card to purchase online?
Yes you can use a Gift Card to purchase in store and online.
Can I use multiple gift cards to purchase In-Store?
Yes, multiple gift cards can be redeemed in store during the same transaction.
Can I use multiple gift cards to purchase Online?
Unfortunately at this stage we are only able to accept one gift card online in the same transaction.
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