OVERVIEW
This policy explains how returns, refunds, order cancellations, and warranty claims work for orders placed with Euro Parts Haus. Nothing in this policy limits any right or remedy you have under the Australian Consumer Law (ACL) that cannot lawfully be excluded.
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a repair, replacement, or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of the timeframes set out below, and are never subject to a restocking or handling fee. Change-of-mind conditions apply only where you simply change your mind — they do not limit your rights where an item is faulty, not as described, or doesn't do what it's supposed to do.
CHANGE OF MIND RETURNS
We offer change-of-mind returns within 30 days of your order being placed, at our discretion. Offering change-of-mind returns is a courtesy — it is not required under the ACL — so the following conditions apply:
- approval is at our discretion, assessed reasonably and in good faith;
- the item must be unused and returned in its original packaging;
- a restocking and handling fee of 25% of the item price applies to approved change-of-mind returns;
- you are responsible for return shipping costs — we recommend a tracked, insured shipping method, with tracking details provided to us; and
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a partial refund may apply if the returned item is used, damaged, or incomplete
To start a change-of-mind return, email support@europartshaus.com.au from the address used to place the order, with your receipt or proof of purchase attached. Once we receive and inspect the item, we'll confirm by email whether the return is approved. If approved, we aim to process your refund within 20 business days, to your original payment method — please allow additional time for your bank or payment provider to complete the transfer.
FAULTY, DAMAGED OR INCORRECT ITEMS
All items come with a minimum 12-month warranty, in addition to your rights under the Australian Consumer Law. If you believe an item is faulty, damaged, or not as described, email support@europartshaus.com.au from the address used to place the order, with your receipt or proof of purchase attached.
We may ask you to return the item to us for inspection. Where a genuine fault is confirmed (and it isn't the result of misuse or normal wear and tear), we will cover reasonable return shipping costs and will repair, replace, or refund the item as required under the ACL, depending on whether the fault is a major or minor failure. We'll keep you updated by email throughout the process, including the outcome.
Please contact us before sending an item back for a warranty claim — and please don't send items directly to manufacturers or suppliers, as this can delay resolution.
PROOF OF PURCHASE
We require reasonable proof of purchase to process a return, refund, or warranty claim — usually your order confirmation or receipt. If you no longer have these, contact us and we'll try to verify your order another way, such as via payment records.
SHIPPING & DELIVERY
Delivery times vary depending on your location and stock availability. As a guide, metro areas typically take up to 2 weeks and regional areas up to 4 weeks, though this can vary. We'll email you if your order is taking longer than expected.
Tracking details are emailed once your order has been dispatched.
If your order is lost or significantly delayed in transit, please contact us. We'll work with the shipping carrier to investigate, and where appropriate, arrange a replacement or refund in line with your consumer guarantee rights.
STOCK & AVAILABILITY
“In stock” or “available to order” may reflect availability with our suppliers as well as our own inventory. Some orders are shipped directly by our suppliers — including from overseas — to minimise delays; you'll still receive tracking regardless of where your order ships from. We aim to keep stock information on the website current, but availability can change without notice.
ORDER PROCESSING
Please provide accurate details (name, address, and contact information) when ordering. Payment must be made in full via an available payment method before we process your order.
Typical processing times are up to 10 business days for first-time customers and up to 5 business days for returning customers, though this can occasionally take longer — we'll contact you by email if there's a delay.
If we need to cancel your order before it has shipped (for example, due to a stock issue or pricing error), we will notify you and provide a full refund.
PRICING
Prices may change at any time without notice, including after you've viewed an item. The price you pay is the price confirmed at checkout for your order. If a pricing error is identified before your order ships, we may correct it or cancel the order with a full refund, as set out in our Terms & Conditions.
FRAUD PREVENTION & CHARGEBACKS
We take reasonable steps to identify and prevent fraudulent transactions, including cancelling and refunding orders we reasonably believe to be fraudulent. Where we suspect fraud, or receive a chargeback we reasonably believe to be unwarranted, we may share relevant order and account information (such as payment details, IP address, and contact details) with financial institutions and law enforcement, consistent with our Privacy Policy.
COMPLAINTS & CONTACT
If you have any questions, concerns or complaints about our store policy, please contact us at support@europartshaus.com.au
Last updated: 15/09/2026