Returns Policy

Returns, Refunds & Exchanges Policy

Effective date: 31 August 2026

At Car-Parts.co.za, we want customers to receive the correct automotive parts in good condition and suitable for the vehicle information supplied to us.

This Returns, Refunds & Exchanges Policy explains how returns, exchanges, defective products and refunds are handled for purchases made through shop.car-parts.co.za.

This Policy must be read together with our Terms and Conditions.

Nothing in this Policy is intended to limit any rights available to consumers under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), or other applicable South African law.

If this Policy conflicts with a mandatory consumer right, the applicable law will prevail.

1. Contact Us About a Return

To request a return, exchange or refund, please contact us at:

Email: orders@car-parts.co.za
Customer support: support@car-parts.co.za
Telephone: 081 378 9914
Website: shop.car-parts.co.za

Please provide, where applicable:

• Your name;
• Order number;
• Product or part number;
• Vehicle make and model;
• VIN or chassis number if relevant;
• Reason for the return;
• Details of the problem; and
• Photographs or videos where these will help us assess the issue.

We may provide return instructions and a return reference before the product is sent back.

Obtaining a return reference is intended to help us process returns efficiently and does not remove any statutory rights you may have.

2. Change-of-Mind Returns

In addition to any statutory rights you may have, Car-Parts.co.za offers a 14-calendar-day change-of-mind return period for eligible products.

The 14-day period starts on the date you receive the product.

To qualify for a voluntary change-of-mind return, the product should:

• Be unused;
• Not have been fitted or installed;
• Not have been damaged;
• Be in a resaleable condition;
• Include all components, accessories and documentation supplied with it; and
• Where reasonably possible, be returned in its original packaging.

You must notify us of your intention to return the product within the 14-day period.

This voluntary return policy does not restrict statutory rights relating to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

3. Online Cooling-Off Period Under ECTA

Where section 44 of ECTA applies to your online purchase, you may cancel a qualifying transaction without reason and without penalty within seven days after receiving the goods.

Where you exercise this statutory cooling-off right:

• You may be responsible for the direct cost of returning the goods;
• You must return the goods to us;
• We will refund qualifying payments in accordance with ECTA; and
• The refund will be made within the period required by law.

Certain transactions are excluded from the ECTA cooling-off right.

Examples may include goods that:

• Were made to your specifications;
• Were clearly personalised;
• By their nature cannot reasonably be returned;
• Are liable to deteriorate or expire rapidly; or
• Otherwise fall within a statutory exception.

A product is not automatically excluded from statutory return rights simply because it is an automotive part, electrical component, special-order item or because its packaging has been opened.

Each statutory return will be assessed according to the applicable law.

4. Incorrect Part Ordered by the Customer

Automotive parts can vary according to:

• Vehicle make;
• Vehicle model;
• Model year;
• Engine size;
• Engine code;
• Vehicle derivative;
• Transmission;
• Production date;
• VIN or chassis number;
• OEM part number; and
• Other vehicle specifications.

If you independently order the incorrect part, we may accept it as a change-of-mind return provided it qualifies under this Policy.

For a voluntary return caused by the customer ordering the incorrect part:

• The customer may be responsible for return delivery costs;
• Original delivery charges may not be refundable where permitted by law;
• The item should be unused and unfitted; and
• The item must otherwise comply with the voluntary-return requirements above.

Where you are uncertain about compatibility, we strongly recommend contacting us with your VIN, vehicle details or existing part number before ordering.

5. Incorrect Part Recommended by Us

If you provide us with complete and accurate vehicle information and we expressly recommend or confirm a particular part as compatible, but the part is materially incorrect for that vehicle, please contact us.

Where the incorrect recommendation is attributable to us, we will arrange an appropriate remedy, which may include:

• Collection of the incorrect product;
• Replacement with the correct product; or
• A refund.

Where applicable, reasonable return and replacement delivery costs arising from our error will be for our account.

This does not apply where the incorrect recommendation resulted directly from materially inaccurate or incomplete vehicle information supplied to us.

6. Incorrect Product Supplied

If we send you a product different from the product you ordered, please contact us as soon as reasonably possible.

Please provide photographs of:

• The product received;
• The product label;
• The packaging;
• The part number; and
• The shipping label where relevant.

Once confirmed, we will arrange an appropriate remedy at our cost.

Depending on the circumstances, this may include:

• Collection;
• Replacement;
• Exchange; or
• Refund.

7. Damaged Products

If your order arrives visibly damaged, please notify us as soon as reasonably possible.

Where possible, retain:

• The product;
• Original packaging;
• Courier packaging;
• Shipping label; and
• Photographs showing the damage.

We may require photographs or other reasonable information to investigate courier damage.

If the product was damaged before risk lawfully passed to you, we will provide the appropriate remedy required by law.

Do not install a product that appears physically damaged or unsafe.

8. Defective Products — Six-Month CPA Warranty

Goods supplied to consumers are subject to the implied warranty of quality contained in the Consumer Protection Act where the CPA applies.

If goods fail to satisfy the applicable standards of quality within six months after delivery, you may be entitled to return the product without penalty and at the supplier’s risk and expense.

Subject to the requirements of the CPA, the consumer may direct that the defective goods be:

• Repaired;
• Replaced; or
• Refunded.

The choice of statutory remedy belongs to the consumer where section 56 of the CPA applies.

We may reasonably inspect or test the product to determine the nature and cause of the reported defect.

An inspection does not remove the consumer’s statutory rights.

9. Products That Have Been Fitted or Installed

Fitting or installing a product does not automatically remove your statutory rights where the product is genuinely defective, unsafe or otherwise fails to comply with applicable consumer law.

However, a product will generally not qualify for a voluntary change-of-mind return once it has been fitted, installed or used.

A defect or warranty claim may also be affected where the problem was caused after supply by circumstances such as:

• Incorrect installation;
• Negligent installation;
• Incorrect application;
• Misuse or abuse;
• Accident or collision damage;
• Modification of the product;
• Incorrect wiring;
• Incorrect voltage;
• Incorrect polarity;
• Contamination;
• Failure to follow installation instructions;
• Failure to replace required related components;
• Use of incompatible fluids or lubricants; or
• Other external damage not attributable to the product.

Where relevant, we may request reasonable evidence regarding the installation and failure.

10. Electrical and Electronic Parts

Electrical and electronic automotive components can be sensitive to incorrect diagnosis, wiring faults, voltage spikes, coding issues and installation errors.

Examples include:

• Sensors;
• Control modules;
• ECUs;
• Relays;
• Alternators;
• Starter motors;
• Ignition components;
• Electronic switches;
• Pumps;
• Actuators; and
• Other electrical components.

For voluntary change-of-mind returns, electrical products should not have been installed, connected or used.

However, we do not apply a blanket “no returns on electrical parts” rule to statutory defect claims.

If an electrical product is defective and your claim qualifies under the CPA or another applicable law, your statutory rights remain available.

We may reasonably test an electrical component to determine whether the reported problem arises from a manufacturing/product defect or from an external cause.

11. Special-Order Parts

A “special-order” product is generally an item specifically sourced for a customer and not ordinarily held as standard stock.

Special-order items may be excluded from our voluntary 14-day change-of-mind return policy where this was clearly disclosed before purchase.

However, describing an item as a special order does not automatically remove statutory cancellation, defect or warranty rights.

Where ECTA applies, a special-order product will only be excluded from the statutory cooling-off right if the transaction falls within an applicable statutory exception.

For example, goods genuinely manufactured to the customer’s specifications or clearly personalised may fall within an ECTA exception.

Defective special-order goods remain subject to applicable consumer-protection law.

12. Products Made to Customer Specifications

Products genuinely manufactured, modified or configured specifically according to your individual specifications may not qualify for change-of-mind cancellation where an applicable statutory exception applies.

This will not remove rights relating to:

• Defects;
• Incorrect manufacture;
• Failure to meet agreed specifications;
• Unsafe goods; or
• Other rights that cannot lawfully be excluded.

13. Opened Packaging

Opening packaging solely to reasonably inspect a product does not automatically remove statutory rights.

For our voluntary change-of-mind return policy, however, the condition of the packaging may be considered when determining whether the product remains reasonably resaleable.

We will not reject a legitimate defective-product claim merely because the packaging has been opened or is no longer available.

14. Consumables and Sealed Products

For health, safety, contamination or technical reasons, certain products may not qualify for voluntary change-of-mind returns once opened or used.

These may include, where applicable:

• Oils;
• Lubricants;
• Fluids;
• Chemical products;
• Sealants;
• Additives;
• Aerosols; and
• Other consumable products.

This restriction applies to voluntary change-of-mind returns and does not remove statutory rights relating to defective, incorrectly supplied or unsafe goods.

15. Used, Refurbished and Reconditioned Parts

Where a product is sold as:

• Used;
• Refurbished;
• Reconditioned; or
• Remanufactured,

its condition will be identified before purchase.

Reasonable characteristics associated with the expressly disclosed condition of a used product will not necessarily constitute defects.

However, used or refurbished status does not permit us to conceal material defects or exclude statutory rights that apply to the transaction.

16. Normal Wear and Tear

A warranty does not ordinarily cover normal deterioration resulting from reasonable use where the product has performed as it should for an appropriate period.

Wear items may include products such as:

• Brake pads;
• Brake discs;
• Clutch components;
• Wiper blades;
• Filters;
• Belts;
• Bushes;
• Bulbs; and
• Similar service items.

Whether a failure constitutes normal wear or a defect will depend on the product, circumstances, mileage, installation, use and applicable consumer law.

17. Installation Costs and Consequential Expenses

Unless required by applicable law or expressly agreed beforehand, the sale price of a product does not include:

• Removal costs;
• Installation labour;
• Diagnostic charges;
• Programming;
• Coding;
• Calibration;
• Towing;
• Vehicle hire;
• Storage;
• Loss of use; or
• Other third-party expenses.

This provision does not exclude any liability that Car-Parts.co.za may have under mandatory consumer-protection law.

Please contact us before incurring substantial expenses relating to a suspected defective product so that we have a reasonable opportunity to assess the issue.

18. Return Shipping Costs

Who pays for return shipping depends on the reason for the return.

Where we supplied the wrong or defective product

Where the return is due to:

• Our fulfilment error;
• A qualifying product defect;
• Goods that do not comply with applicable statutory standards; or
• Another circumstance in which the law requires us to bear the return costs,

Car-Parts.co.za will bear the reasonable return costs as required by law.

Change-of-mind returns

For voluntary change-of-mind returns, the customer may be responsible for return courier costs.

ECTA cooling-off returns

Where the statutory seven-day ECTA cooling-off right applies, the consumer may be charged the direct cost of returning the goods, as permitted by ECTA.

Customer ordered the incorrect product

Where the correct product was supplied but the customer independently ordered the incorrect item, the customer will generally be responsible for return delivery costs, subject to applicable law.

19. How to Package a Return

Please package returned products securely to prevent damage during transport.

Where reasonably possible, include:

• The product;
• Manufacturer packaging;
• Accessories;
• Components;
• Documentation; and
• Your order or return reference.

Please do not attach courier labels directly to manufacturer retail packaging where avoidable.

Products damaged because of unreasonable or inadequate return packaging may be assessed accordingly where permitted by law.

20. Inspection of Returned Products

Returned products may be inspected before a voluntary refund or warranty claim is finalised.

Inspection may include checking:

• Product identity;
• Part number;
• Serial number;
• Condition;
• Installation marks;
• Electrical damage;
• Physical damage;
• Missing components;
• Signs of contamination;
• Alteration;
• Manufacturing defects; and
• Other information relevant to the return.

For an alleged defect, an inspection is intended to determine whether the reported failure is attributable to a product defect or another cause.

We will conduct inspections within a reasonable period.

An inspection cannot be used to remove a remedy to which a consumer is legally entitled.

21. Warranty Claim Information

For some technical warranty claims, we may reasonably request information such as:

• Proof of purchase;
• Vehicle VIN;
• Vehicle mileage;
• Diagnostic report;
• Fault codes;
• Installation invoice;
• Installer details;
• Photographs;
• Videos;
• Test results; or
• Details of related components replaced.

The information requested will depend on the nature of the claimed defect.

We will not require unnecessary information merely to frustrate or delay a legitimate claim.

22. Repairs Under Warranty

If a product is repaired under the CPA’s implied warranty and, within the applicable statutory period following that repair, the failure has not been remedied or another qualifying failure occurs, the remedies provided by the CPA will apply.

Where section 56(3) of the CPA applies, this may entitle the consumer to a replacement or refund rather than another repair.

23. Exchanges

Where stock is available, an eligible product may be exchanged for another product.

If the replacement product:

• Costs more, the customer must pay the difference where applicable;
• Costs less, the applicable difference will be refunded; or
• Is unavailable, we may offer another lawful remedy.

Where the exchange arises because we supplied an incorrect or qualifying defective product, the customer’s statutory rights will apply.

24. Refunds

Once a refund has been approved, it will generally be processed using the original payment method.

Where this is not reasonably possible, another suitable refund method may be agreed.

Depending on the payment method and financial institution, there may be a delay between us processing a refund and the funds appearing in your account.

Where legislation requires a refund to be completed within a specified period, the statutory period will apply.

Under the applicable ECTA cooling-off provisions, qualifying payments must be refunded within the legally prescribed period.

25. Delivery Fees

Whether an original delivery charge is refundable depends on the nature of the return and applicable law.

Where:

• We supplied the incorrect product;
• The goods qualify as defective under applicable law; or
• Applicable legislation requires us to refund delivery-related charges,

we will comply with those requirements.

For a purely voluntary change-of-mind return, original delivery charges may not be refundable where permitted by law.

26. Refund Deductions

We will not impose deductions or restocking fees where doing so would unlawfully limit a statutory consumer right.

For voluntary returns falling outside statutory return rights, a reasonable deduction may apply where a returned product:

• Has been unnecessarily handled;
• Is missing accessories;
• Has damaged packaging that materially affects resale value; or
• Has otherwise been reduced in value through customer handling beyond what was reasonably necessary to inspect it.

Any deduction will be reasonable and assessed according to the circumstances.

27. Non-Returnable Items Under Our Voluntary Policy

Subject always to statutory rights, the following may be excluded from our voluntary change-of-mind return policy:

• Products that have been fitted or used;
• Products damaged after delivery by the customer;
• Opened consumables or chemicals;
• Products genuinely customised or manufactured to customer specifications;
• Special-order products where the voluntary-return exclusion was disclosed before purchase;
• Products missing material components; and
• Products altered or modified after delivery.

These exclusions do not apply where doing so would remove a statutory right relating to defective, unsafe, misrepresented, incorrectly supplied or otherwise non-compliant goods.

28. Cancellation Before Dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible.

If the order has not yet been processed or committed to a supplier, we will generally attempt to cancel it without unnecessary cost.

Where a special order has already been placed with a supplier or material costs have already been incurred, a reasonable cancellation charge may apply only where permitted by law.

Nothing in this section removes any applicable ECTA or CPA cancellation right.

29. Orders Already Dispatched

If an order has already been dispatched when you request cancellation, it may need to be treated as a return.

The applicable return rules and delivery costs will depend on:

• Whether a statutory cooling-off right applies;
• Whether the product is defective;
• Whether we supplied the incorrect product; or
• Whether the return is a voluntary change-of-mind return.

30. Refused Deliveries

Refusing delivery does not automatically cancel an order or determine who is responsible for courier costs.

Please contact us before refusing delivery unless the parcel appears seriously damaged, unsafe or materially incorrect.

Any return costs will be determined according to the reason for the refusal and applicable law.

31. Manufacturer Warranties

Some products may include an additional warranty offered by the:

• Manufacturer;
• Importer;
• Distributor; or
• Original supplier.

Those warranties may contain additional procedures or conditions.

A manufacturer warranty is additional to any statutory warranty and does not replace consumer rights that cannot legally be excluded.

32. Proof of Purchase

Please retain your:

• Order confirmation;
• Invoice;
• Payment record; or
• Other reasonable proof of purchase.

We may request reasonable proof that the product was purchased from Car-Parts.co.za before processing a return or warranty claim.

33. Abuse of the Returns Process

We reserve the right to investigate suspected:

• Fraudulent warranty claims;
• Product substitution;
• Serial-number substitution;
• Return of products not purchased from us;
• Intentional product damage; or
• Other abuse of the returns process.

This does not affect legitimate consumer rights.

34. Disputes and Complaints

If you disagree with the outcome of a return or warranty assessment, please contact us so that the matter can be reviewed.

Email: support@car-parts.co.za
Telephone: 081 378 9914

Nothing in this Policy prevents a consumer from exercising any right to approach a competent:

• Consumer-protection authority;
• Ombud;
• Tribunal;
• Alternative dispute-resolution body; or
• Court.

35. Changes to This Policy

We may update this Returns, Refunds & Exchanges Policy from time to time.

The version applicable to a transaction will be determined subject to applicable law and the terms in force when the relevant transaction occurred.

Changes to this Policy will not retrospectively remove statutory rights that have already accrued.

36. Contact Details

For returns, exchanges, refunds or warranty claims, contact:

Car-Parts.co.za

Legal entity: [REGISTERED COMPANY NAME]
Registration number: [COMPANY REGISTRATION NUMBER]
Physical return address: [RETURNS ADDRESS]

Returns and orders: orders@car-parts.co.za
Customer support: support@car-parts.co.za
Telephone: 081 378 9914
Website: shop.car-parts.co.za