STORE POLICY

RETURNS, REFUNDS AND ORDER CANCELLATIONS

Our returns and cancellations policy lasts 30 days. The 30-day period commences from when the order is placed. If it has past 30 days, we can no longer accept returns, offer you a refund or cancel your order.

Within the 30-day period, any reason, as long as determined by us to be fair and reasonable will be accepted. We reserve the right and are backed by Australian consumer law to determine what is fair and reasonable, as well as deny returns, refunds or order cancellations.

All returns, refunds or order cancellations will incur a restocking or service and handling fee. The restocking or service and handling fee is a flate rate of 25% of the total price of the order.

Returns must remain sealed and packaged in the original packaging, in other words the same way that you received it.

Please be aware that you are responsible for shipping and handling, including costs. It is highly recommended that anything being sent is sent via express and with tracking. Please provide the tracking to us either via our website or our support email support@europartshaus.com.au.

We do not take responsibility and reserve the right to deny any form of support if the appropriate shipping methods are not used.

To return or cancel an order you will be required to contact us via our support email, support@europartshaus.com.au. It is a mandatory requirement that all requests are made using the same email which was used to place the order. A receipt or proof of purchase will also be required and must be attached in the email.

Please do not send your order directly to manufacturers or suppliers. We do not take responsibility and reserve the right to deny any form of support or refund if this is done as we have no control over manufacturers or suppliers.

In certain cases partial refunds may be offered. Reasons include item/s found to be used, damaged or incomplete.

Once your return is received and inspected, we will notify you of this. You will also be notified if your return is approved or denied. If your return is denied the order will be returned to you.

If you are approved for a refund please note that processing times may take up to 30 business days or longer. Refunds are made to the original method of payment and may take up to an additional 15 business days.

WARRANTY

All Items listed on our website come with a minimum of 12 months warranty.

If you believe your item/s are faulty, damaged or broken you will be required to contact us via our support email, support@europartshaus.com.au. You are required to use the same email the order was placed with. A receipt or proof of purchase will also be required.

Once we have received the item/s we will begin to diagnose and determine if the item/s are faulty and if an exchange or refund is warranted. We reserve the right and are backed by Australian consumer law to determine if you are entitled to either a refund or exchange for your faulty item/s.

We will keep you updated via email on the progress of your warranty claim including the outcome.

SHIPPING

Depending on where you live, the time it may take for your order to arrive will vary. Most metropolitan areas can take up to 2 weeks while non-metropolitan areas may take up to 4 weeks. Whether an item is in stock may also affect the time it may take for your order to arrive.

If an order is taking longer than average to be sent out or is taking longer than average while in transit, we will notify you via email.

All orders are provided with tracking numbers and links, sent via email only after the order has been sent out.

Euro Parts Haus is not responsible for lost or stolen packages. If packages are confirmed to be successfully delivered, you will need to file a claim with the shipping provider. We are unable to offer any support in this situation.

STOCK AND AVAILABILITY

The term 'in stock' or 'available to order' is not limited to what we have within our inventory. The term 'in stock' or 'available to order' may also refer to if our suppliers have the item/s available.

In some cases, we will arrange your order to be sent directly from the supplier. In most cases if this is to happen, the turnaround times are no different to if we were to send out the item/s from our own facilities. We do this to minimise wait times and ensure your order is received as soon as possible. You will be provided with tracking, regardless of where your order is coming from.

Unless asked we will not tell you where your order is coming from.

Not all items listed on our website are stocked within Australia. It is not uncommon for us or our suppliers to stock items abroad. In most cases turnaround times are no different if your order is coming from abroad as opposed to somewhere within Australia.

We aim to update the website as frequently as possible, including the status of stock and availability for any items listed.

ORDERING AND PROCESSING

All orders made are to be made using accurate and truthful information including name, address, contact information and more.

Payment is for your order is to be made in full via the payment methods we have available and depending on the payment method used, proof of payment must be provided before your order can be sent out.

Processing orders can take anywhere up to 10 business days for first time customers and up to 5 business days for return customers. In some cases, processing times may take longer. We will contact you via email regarding any order processing issues or delays.

We reserve the right and are backed by Australian consumer law to cancel and refund your order if not yet shipped for any reason.

PRICING

Prices for our products are subject to change, sometimes without notice or reason at any time. We will endeavour to inform you of any changes via email, social media, our website or other means.

We reserve the right and are backed by Australian consumer law to at any time change pricing or discontinue items without notice or reason at any time.

We are not responsible, nor required to hold prices on items.

We reserve the right and are backed by Australian consumer law to cancel an order if a price change occurs during the processing period of an order.

FRAUDULENT ACTIVITY AND CHARGEBACKS

We are protected under Australian and international law when it comes to criminal activities, namely fraud and more specifically, chargebacks. We will use these laws to protect ourselves and ensure business operations are carried out at the highest level of professionalism in order for customers to have a positive and seamless experience when placing an order or making an enquiry.

We reserve the right and are backed by Australian consumer law to cancel and refund orders that we we believe are fraudulent.

We reserve the right and are backed by Australian consumer law to engage with legal entities, financial institutions and law enforcement agencies to protect and prevent ourselves, customers and any other relevant party from being a victim of fraudulent activity.

We reserve the right and are backed by Australian consumer law to protest chargebacks, including officially filing reports with law enforcement agencies and legal entities if we believe the nature of the chargeback to be fraudulent. This will include the handover of order information and customer information such as payment credentials, IP addresses, names, physical addresses, email addresses and contact numbers.

CONTACT INFORMATION

Questions about our store policy should be sent to support@europartshaus.com.au.