Refund policy
Refund & Returns Policy
Last updated: 18 September 2026
This policy applies to all goods purchased from AAA Truck Spares (aaatruckspares.com.au), whether ordered online, by phone or over the counter. Please read it together with our Terms of Service.
We want you to end up with the right part. If something has gone wrong with an order, contact us before you send anything back and we will work through it with you.
1. Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you may have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded.
Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
A failure is generally major where the part is unsafe, is significantly different from its description, cannot be used for its normal purpose, or has a problem that cannot be fixed easily or within a reasonable time. Where the failure is major, you may choose between a refund and a replacement. Where the failure is minor, we may choose to repair the part, replace it, or refund you.
Where a part is faulty, we do not require it to be returned in its original packaging, and we will reimburse your reasonable cost of returning it to us.
Please note that consumer guarantees under the ACL generally do not apply to goods bought for the purpose of resupply, or for use or transformation in production or manufacturing, or to repair or treat other goods. Trade customers who purchase parts to on-sell or to fit to a third party's vehicle should read section 9 below.
2. Change of mind and incorrectly ordered parts
In addition to your rights under the ACL, we voluntarily accept returns where you have changed your mind or ordered the wrong part.
To be eligible, all of the following must apply:
- You request the return within 14 days of the date you received or collected the goods.
- The part is unused, unfitted and has not been installed or attempted to be installed.
- The part is in its original, undamaged packaging, complete with all fittings, seals, hardware, instructions and any accessories supplied with it.
- The part is in a condition that allows us to resell it as new.
- You can provide proof of purchase, such as your order number, tax invoice or receipt.
- You have obtained a return authorisation from us before sending the part back (see section 5).
We cannot accept a change of mind return where the part has been fitted or trial fitted, drilled, cut, painted, powder coated, polished, modified, wired in, filled with or exposed to oil, fuel, coolant or grease, marked or labelled, or where the packaging has been damaged, defaced or discarded.
Change of mind returns are offered at our discretion. They are a voluntary addition to your legal rights and do not limit them in any way.
3. Who pays what on a change of mind return
Where we accept a change of mind return:
- We do not charge a restocking or handling fee.
- You arrange and pay the freight to return the part to us. We recommend using a tracked and insured service, because the part remains your responsibility until it reaches us in acceptable condition.
- The original delivery charge you paid is not refunded. Your refund covers the price of the goods only.
- If your order was delivered under a free or discounted freight offer, the actual cost of the outbound freight we incurred may be deducted from your refund.
Where the return is because the part is faulty or because we supplied the wrong item, these costs do not apply — see sections 4 and 6.
4. Faulty parts and our 12 month warranty
In addition to your rights under the ACL, we provide a voluntary warranty of 12 months from the date of your tax invoice on parts supplied by us.
What the warranty covers: repair or replacement of the part, or a refund, where the part fails as a result of a manufacturing or material defect in normal service. This is a parts only warranty.
What the warranty does not cover: labour, fitting, removal or refitting, diagnostic time, towing, recovery, vehicle hire, accommodation, loss of income, downtime or any other cost associated with the failure. Nothing in this paragraph limits any right you may have under the ACL to compensation for reasonably foreseeable loss or damage caused by a failure to comply with a consumer guarantee.
The warranty does not apply where the failure is caused by:
- normal wear and tear, or the expected service life of a wearing or consumable item being reached;
- incorrect installation, or installation other than in accordance with the manufacturer's instructions;
- use of the part outside the application, rating or specification it was supplied for, including overloading, competition or motorsport use, or off-road use of a part rated for on-road use;
- failure to carry out required servicing or maintenance, or use of incorrect or contaminated fluids, filters or lubricants;
- failure of an associated component that was not replaced or repaired at the same time, or damage caused by a pre-existing fault elsewhere in the vehicle;
- continued use of the vehicle after a fault became apparent, where that use made the damage worse;
- accident, impact, fire, flood, corrosion, contamination, or modification or repair of the part by anyone other than us or a person we authorise;
- parts supplied as used, second hand, reconditioned, seconds, clearance or "sold as is", except to the extent the ACL applies.
To make a warranty claim, contact us with your order number, a description of the fault, the vehicle make, model and chassis or VIN, the approximate kilometres or hours since fitting, and photographs where relevant. We may ask you to return the part for inspection or to have it assessed by the manufacturer before the claim is finalised. We will keep you informed of how long this is likely to take.
Where a part is confirmed faulty, we will cover the reasonable cost of returning it to us and the cost of sending out a replacement.
5. How to request a return
Please do not send anything back before contacting us. Returns received without a return authorisation may be delayed or declined.
- Contact us by phone on (03) 9308 0712 or by email at sales@aaatruckspares.com.au.
- Tell us your order number or invoice number, the part number, and the reason for the return.
- We will confirm whether the return is accepted and issue you a return authorisation number and the return address.
- Pack the part securely, including all original packaging and accessories, and write the return authorisation number clearly on the outside of the carton. Please do not write on or attach labels to the product packaging itself.
- Send the part to us, or bring it in to our counter during trading hours.
All returns are inspected on arrival. If a part does not meet the conditions in this policy, we will contact you to discuss the options. If no resolution is reached, we may return the part to you at your cost.
6. If we sent the wrong part
If we supplied a part that does not match what you ordered, that is on us. Contact us within a reasonable time of receiving the order and we will arrange and pay for the return, then either send the correct part or refund you in full, including the original delivery charge. Please leave the part unfitted and in its packaging so we can process this quickly.
7. Damaged or missing on arrival
Please check your order as soon as it arrives. If anything is damaged in transit or missing from the consignment, contact us within 48 hours of delivery and keep all packaging and pallets until the matter is resolved. Photographs of the outer carton, the packaging and the damage help considerably with freight claims. Reporting outside this period may limit what we can recover from the carrier, but it does not affect your rights under the ACL.
8. Parts we cannot accept for change of mind return
The following are not eligible for change of mind return, though your ACL rights and any applicable warranty still apply if they are faulty:
- electrical and electronic components where the sealed packaging has been opened, including ECUs, sensors, senders, switches, relays, looms, globes and gauges;
- parts made, cut, assembled, modified or ordered in specially to your specification or measurements, including hoses, pipes, glass, seats and tanks made to order;
- special order and indent items not normally held in stock, where we have brought the part in specifically for you — we will tell you at the time of order if an item falls into this category;
- fluids, oils, coolants, adhesives, sealants, paints and aerosols where the seal has been broken;
- used, second hand, reconditioned, clearance and "sold as is" items;
- gift cards.
9. Trade and repairer customers
If you buy parts from us to resupply, or to fit to a vehicle you are repairing for someone else, the ACL consumer guarantees generally do not apply to that purchase. Our voluntary 12 month parts warranty and our change of mind policy in section 2 still apply to you on the terms set out above, and any manufacturer's warranty is passed through to you.
We do not accept claims for labour, rework, downtime, loss of profit, or costs you incur with your own customer, unless we have agreed to that in writing beforehand.
10. How refunds are processed
Once we have received and inspected the return, we will process your refund within 5 business days and email you to confirm.
- Refunds are made to the original payment method used for the order. We cannot refund to a different card or account.
- Refunds are made in Australian dollars and include GST where GST was charged.
- Your bank or payment provider may take a further 3 to 10 business days to show the funds. That part is outside our control.
- Where an order was paid partly with a gift card or store credit, that portion is refunded as store credit.
- Buy now pay later and PayPal refunds are processed back through the same provider and are subject to that provider's timeframes.
Where you would prefer an exchange or a credit note instead of a refund, let us know and we will arrange it.
11. Click and collect orders
Click and collect orders may be returned to our counter under the same conditions as above. Please bring your order confirmation or tax invoice with you. Where a change of mind return relates to a collected order, no freight charge applies in either direction.
12. Cancelling an order before it ships
If you need to cancel an order, contact us as soon as possible. If the order has not yet been picked, packed or dispatched, we will cancel it and refund you in full. If it has already been dispatched, the change of mind terms in sections 2 and 3 will apply. Special order and made to order items may not be able to be cancelled once we have placed the order with our supplier.
13. Problems and complaints
If you are not happy with how a return or warranty claim has been handled, please raise it with us directly first — most things are sorted out with a phone call. Ask to speak with the manager, or put it in writing to the email address below and we will respond within 5 business days.
If we cannot resolve it between us, you can seek assistance from Consumer Affairs Victoria on 1300 55 81 81 or the Australian Competition and Consumer Commission at accc.gov.au.
14. Contact us
AAA Truck Spares
AM MERHI PTY LTD · ABN 33 646 916 609
[INSERT STREET ADDRESS], Campbellfield VIC 3061
Phone: (03) 9308 0712
Email: sales@aaatruckspares.com.au
Trading hours:
Monday to Friday 8AM-5PM
Saturday 9AM -12PM