Returns & Warranty Policy – AWA Parts Australia

At AWA Parts Australia, we are committed to providing quality products and customer satisfaction. This policy explains our warranty coverage, change of mind returns, and your rights under the Australian Consumer Law (ACL).

  1. Warranty Period

    AWA Parts Australia provides a 12–36 month warranty (depending on the product) from the date of purchase on products supplied by us, covering manufacturing defects under normal use.

  2. What the Warranty Covers

    This warranty applies where:

    • A defect in design or manufacture prevents the product from performing as described in our authorised product information.
    • At our discretion, we will repair or replace the product.

    This warranty is offered in addition to your rights under the Australian Consumer Law, and does not limit or override those rights.

  3. What the Warranty Does Not Cover

    The warranty does not apply to:

    • Damage caused by incorrect use or misuse.
    • Faulty installation or modifications not carried out by AWA Parts Australia.
    • Damage caused by weather, pests, mould, accidents, neglect, or fair wear and tear.
    • Costs or expenses such as:
      • Removal and reinstallation of the product,
      • Freight or transport (including any damage in transit),
      • Travel or other costs due to remote location,
      • Losses or damages resulting from the product not operating.

    Customers are responsible for the cost of returning items for assessment. We recommend using insured and trackable freight.

  4. Your Rights Under Australian Consumer Law

    Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to:

    • A replacement or refund for a major fault, and compensation for other reasonably foreseeable loss or damage; and
    • A repair or replacement if goods fail to be of acceptable quality but the issue is not considered major.
  5. How to Make a Claim

    To lodge a claim:

    • Visit our website or contact our customer service team via the contact page on our website.
    • Proof of purchase (e.g. receipt or order confirmation) is required.

    ⚠️ Please note: Cash refunds will not be issued in-store. All faulty products must be assessed by our warranty team before a claim can be finalised.

  6. 30-Day Change of Mind Policy

    In addition to your rights under the ACL, AWA Parts Australia offers a 30-day change of mind return option. Eligible products can be returned for store credit to the full amount, but in some cases an administration fee will be charged.

    Eligibility

    • Products must be unused, unopened, in original packaging, and in resalable condition.
    • Proof of purchase is required.
    • Some items (see exclusions below) are not eligible.

    Process

    1. Contact us to request Return Approval before sending back products.
    2. Once approved, items may be returned:
      • In-store at a company-operated AWA Parts outlet, or
      • By post, at your own expense and risk (using a trackable shipping method).
    3. Our team will inspect the returned goods to confirm eligibility.
    4. If approved, a refund will be issued.

    Exclusions

    • Products without original packaging or proof of purchase,
    • Used or damaged items not in resalable condition,
    • Clearance stock, factory seconds, and gift cards,
    • Delivery fees paid on online orders.
  7. Faulty Product Returns

    Under the ACL, you are entitled to a refund or exchange if an item has a major problem, for example:

    • The product would not have been purchased if the fault was known,
    • It is unsafe,
    • It is significantly different from its description,
    • It does not perform as promised and cannot be easily fixed.

    If the issue is minor, we will repair the item within a reasonable timeframe. If we cannot repair it in that time, you may request a refund or replacement.

    Please retain your proof of purchase for all warranty and return claims.

  8. Policy Amendments

    AWA Parts Australia may update this policy at any time. The version published on our website at the time of purchase will apply.

  9. Important Notes
    • This policy applies only to purchases made directly from AWA Parts Australia. Items purchased from authorised dealers or independent resellers must be returned to the place of purchase.
    • Nothing in this policy affects your statutory rights under the Australian Consumer Law.