Return & Refund Policy
Return & Refund Policy
Transparent Guidelines for Your Peace of Mind
Effective: January 2025 | Last Updated: January 2025
Policy Overview
At NW Auto Body Spares, we are committed to your complete satisfaction. Due to the specialized nature of automotive parts, we have established clear guidelines to ensure fair and transparent transactions for all our customers. Please read our policy carefully before making a purchase.
Return Eligibility Summary
| Part Type | Return Window | Condition Required | Restocking Fee | Refund Method |
|---|---|---|---|---|
| New Parts | 14 Days | Unused, original packaging | 15% | Original payment |
| Stripped Parts | 7 Days | Uninstalled, no damage | 20% | Store credit |
| Mechanical Parts | 3 Days | Uninstalled, sealed | 25% | Store credit only |
| Electrical Components | 7 Days | Uninstalled, original packaging | 20% | Store credit |
Detailed Return Conditions
New Parts (14-Day Return Window)
- Parts must be in original, undamaged packaging with all labels intact
- Proof of purchase (original invoice) required
- 15% restocking fee applies to all returns
- Refunds processed within 5-7 business days to original payment method
- Customer responsible for return shipping costs
Stripped Parts (7-Day Return Window)
- Must be returned in the same condition as sold
- No installation marks, scratches, or modifications allowed
- 20% restocking fee applies
- Returns accepted as store credit only
- All sales are final after 7 days
Mechanical Parts (3-Day Return Window)
- Seals must be intact and unbroken
- No signs of installation or attempted installation
- 25% restocking fee applies
- Store credit issued only - no cash refunds
- Special order mechanical parts are NON-RETURNABLE
Non-Returnable Items
Important Notice
The following items cannot be returned under any circumstances:
- Electrical components showing signs of installation or testing
- Special order parts (clearly marked at time of purchase)
- Parts that have been modified, painted, or altered in any way
- Safety-critical components (airbags, seatbelt pretensioners, brake master cylinders)
- Any part sold "as-is" or with disclosed faults
- Opened containers of fluids, adhesives, or sealants
Return Process
1
Contact Us
Visit our contact page to initiate a return request
2
Get Authorization
Receive Return Authorization Number (RMA) and shipping instructions
3
Package & Ship
Pack securely with original packaging and include all documentation
4
Inspection & Refund
We inspect within 2 business days and process refund/store credit
Defective Parts Warranty
- New parts come with 6-month warranty against manufacturing defects
- Stripped parts have 30-day warranty for functionality as described
- Report defects immediately upon discovery
- Photos/videos of defective parts required for warranty claims
- Warranty does not cover improper installation or accident damage
Frequently Asked Questions
1. What is your return policy for new auto parts?
New auto parts can be returned within 14 days of purchase if they are unused, in original packaging, and accompanied by proof of purchase. A 15% restocking fee applies.
2. Can I return stripped/used auto parts?
Yes, stripped parts can be returned within 7 days if they are uninstalled and in the same condition as sold. Returns are accepted as store credit with a 20% restocking fee.
3. Do you offer refunds or only store credit?
New parts receive refunds to original payment method. Stripped and mechanical parts receive store credit only. All returns are subject to applicable restocking fees.
4. How do I initiate a return?
Visit our Contact page and fill out the return request form. Our team will provide you with a Return Authorization Number (RMA) and shipping instructions within 24 hours.
5. What information do I need for a return?
You'll need your invoice number, part numbers, reason for return, and photos of the parts. Please keep all original packaging and documentation.
6. Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong part shipped, defective part, etc.).
7. How long does the return process take?
Once we receive your return, inspection takes 2 business days. Refunds are processed within 5-7 business days. Store credits are issued immediately after inspection.
8. What if I receive a damaged part?
Contact us immediately with photos of the damaged part and packaging. We will arrange a replacement at no extra cost or provide a full refund.
9. Can I return special order parts?
No, special order parts are non-returnable unless defective. This is clearly stated at the time of ordering.
10. What if the part doesn't fit my vehicle?
We recommend confirming compatibility before purchase. If a part doesn't fit and is returned uninstalled in original condition, standard return policies apply.
11. What warranty do you offer on parts?
New parts: 6-month warranty against manufacturing defects. Stripped parts: 30-day functionality warranty. Warranties require proof of purchase and don't cover improper installation.
12. How do I make a warranty claim?
Contact us with your invoice number, photos/videos showing the defect, and installation details. Our technical team will assess the claim within 48 hours.
13. Why is there a restocking fee?
Restocking fees cover inspection, repackaging, and restocking costs. Fees vary by part type: 15% for new, 20% for stripped, 25% for mechanical parts.
14. Are there any return exceptions?
Yes, safety items (airbags, seatbelts), fluids, adhesives, electrical components showing installation marks, and "as-is" parts cannot be returned.
15. How does store credit work?
Store credit is issued as a unique code valid for 12 months. It can be used for any purchase on our website or in-store, and is transferable.
16. Can I exchange a part instead of returning?
Yes, we allow exchanges for the same value part. Exchange requests must be made within the return window and parts must be in returnable condition.
17. Can I test a part before returning?
New parts cannot be installed/tested for returns. Stripped parts can be visually inspected but not installed. Once installed, parts cannot be returned unless defective.
18. What if I installed the wrong part?
Parts showing installation marks cannot be returned. We recommend professional consultation or contacting us for compatibility advice before installation.
19. Can I return parts in person?
Yes, you can return parts to our Orange Grove location during business hours. Please bring the parts, original packaging, and invoice.
20. How should I package parts for return?
Use original packaging if possible. For stripped parts, wrap in bubble wrap and use a sturdy box. Include all bolts, screws, and accessories originally provided.
21. What if a stripped part fails immediately?
Contact us within 48 hours of discovery. We'll require photos/videos of the issue and may request the part back for testing before issuing replacement or credit.
22. Are electrical parts returnable?
Electrical parts can be returned within 7 days if uninstalled and in original packaging. Once installed or tested, they cannot be returned unless defective under warranty.
23. Can I cancel an order?
Orders can be cancelled within 2 hours of placement if not yet processed. After processing, standard return policies apply once items are received.
24. What if I receive the wrong part?
We cover return shipping and send the correct part immediately. Please contact us with photos of the received part and your invoice.
25. Do workshops/panel beaters have different return terms?
Registered businesses with accounts may have extended return windows. Contact our business sales department for specific commercial terms.
26. Can I return bulk orders?
Bulk orders (5+ identical parts) have special return terms negotiated at time of purchase. Standard policy applies unless otherwise agreed in writing.
27. What about international returns?
International returns are accepted but customer pays all shipping and customs fees. Return must be initiated within 7 days of receipt.
28. How do I check my return status?
Email us with your RMA number or check your account on our website. We provide updates at each stage of the return process.
29. What happens if my return is denied?
If a return doesn't meet our policy, we'll explain why and may offer repair options or discounted replacement. Photos of the condition help avoid disputes.
30. Where can I find your full terms and conditions?
Complete terms are available on our website or in-store. This FAQ summarizes key points but the full policy document governs all transactions.