REFUNDS AND RETURNS

This policy is effective as of January 2025.

Auto One Returns & Refund Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, we offer returns on eligible items within the timeframes and conditions outlined below.

1. Standard Returns (Change of Mind / Incorrect Item Ordered)

We will refund eligible items within 14 days of delivery, provided all return conditions are met.

To qualify for a standard return, the following conditions must be satisfied:

  • A return request must be submitted via our online Returns Form within 14 days of delivery.

  • Returned goods must be received within 28 days of delivery.

  • The goods must include the original receipt or proof of purchase.

  • Items must be in original, unopened, unused, and re-sellable condition, including all packaging, accessories, and components.

  • Items must be standard stock items (custom or made-to-order products are excluded).

  • Returns must be authorised by Auto One prior to items being sent back.
    Unauthorised returns may be refused or returned to the customer at their cost.
    Please complete the Returns form at the bottom of this page to request a return.

Postage Costs

  • Postage and delivery charges are non-refundable for all online orders.

  • Customers are responsible for the cost of returning items to us unless the return is due to an error on our part.

2. Exchanges

Auto One does not offer direct exchanges for online orders.

If you wish to exchange your item (for example, for a different size, variation, or model):

  • You will need to submit a return request for a refund via our online Returns Form.

  • Once your return is approved and processed, you can re-purchase the correct item as a new order.

Exception – Incorrect Item Sent by Auto One

If we have accidentally sent you the wrong item, we will arrange an exchange at no cost to you.
In this case, please submit a return request and our Customer Service team will assist you with the correct replacement.

3. Returns Not Meeting the Above Conditions

We reserve the right to refuse, partially refund or offer a store credit for returns if:

  • Packaging is opened, damaged, taped, stapled, torn, or otherwise not in original condition

  • Items show signs of installation, use, wear, or handling

  • Components, accessories, or packaging are missing

  • The return was sent without authorisation or without submitting a Returns form

Where returns do not meet our resale requirements, a restocking fee may apply, or the return may be rejected.

4. Faulty, Incorrect, or Misrepresented Items (Major Faults)

You are entitled to a refund or replacement if the item has a major fault, including if:

  • The item has a problem that would have prevented purchase had it been known

  • The incorrect item was supplied and is not usable

  • The product is significantly different from the description or sample shown

If you believe your item has a manufacturer fault, please refer to our Warranty Policy.

5. Warranty Claims

Warranty conditions vary by product. Please refer to specific product pages for warranty details.

If you believe your item has a manufacturing defect:

  1. Submit a warranty request through our online Returns Form, including all required information and images.

  2. All items must be returned with complete packaging, accessories, and components.

  3. Faults caused by misuse, incorrect installation, modification, abuse, or normal wear and tear are not covered.

Our Customer Service team will assess the claim and advise on next steps.

6. Refund Processing

  • Refunds are issued once returned goods have been inspected and approved.

  • Once approved, refunds take 3–5 business days to be processed back to your payment provider (PayPal, Afterpay, credit card, etc).

  • Processing times may vary depending on your payment provider.

7. Exclusions

A refund, replacement, or repair may not be offered if you:

  • Change your mind

  • Found the item cheaper elsewhere

  • Ordered the wrong item without seeking advice

  • Misused, modified, or installed the product incorrectly

  • Returned the product outside the required timeframes

  • Returned the product in a non-resellable condition

  • The return was sent without authorisation or without submitting a Returns form
Further Assistance

If you have questions not covered above, please contact our Customer Care Team on 1300 222 010 or submit an enquiry through our website. We generally respond within 24 hours.