Guildford Spares Returns & Refund Policy

At Guildford Spares, we want you to be completely satisfied with your purchase. If you need to return an item, our Returns & Refund Policy below outlines the steps and conditions to ensure a smooth, hassle-free process. Please read the following sections carefully. For any return-related queries or assistance, feel free to contact our customer service team – we’re here to help.

1. General Return Guidelines

• Return Window: You may return any product within 30 days from the date of purchase for a refund or exchange. After 30 days, we cannot accept returns (unless covered by warranty or consumer law for faults).
• Return Authorisation: Before sending any item back, contact Guildford Spares customer service to obtain return authorisation (RMA) and instructions. Returns sent without prior authorisation (an RMA number) may be refused or significantly delayed in processing.
• Item Condition: Products must be returned in new, unused, uninstalled condition. This means the item should be in its original packaging with all original components, accessories, manuals, and undamaged packaging. Items that have been installed, used, modified, or missing parts (including broken seals on electronics or opened installation kits) are not eligible for return.
• All Products Eligible: We do not exclude any product categories from return. All parts (including electrical and special-order items) are eligible for return as long as they meet the above condition criteria and are within 30 days of purchase. (If an item is sold as remanufactured with a core charge, see the Core Return Instructions below for returning the core.)
• No Restocking Fees: We do not charge any restocking fees for returns. As long as your returned item meets our policy conditions, you will receive a full refund of the item’s purchase price (see Refund Timelines and Conditions below for details).
• Proof of Purchase: A copy of your original invoice or receipt should be included with your return. This helps us quickly identify your order and process your refund or exchange without delay.

2. Core Return Instructions

For remanufactured parts that include a core charge (deposit), we make it easy to get your core deposit refunded. A “core” is the old part that you return to us to receive your deposit back. Please follow these instructions for returning cores:

Eligibility for Core Returns

1. Matching Part: The core you return must be the exact same type and model as the part you purchased from Guildford Spares. (For example, if you bought a remanufactured alternator, the core should be your old alternator of the same type.)
2. Complete & Assembled: The core must be complete and fully assembled. It should include all major components and not be torn down or in pieces.
3. Undamaged Condition: We accept cores with normal wear and tear, but the core should not have severe damage such as cracks in the housing, heavy corrosion/rust, or missing critical parts. Cores that have been physically broken or extensively damaged may not qualify for a refund.
4. Original Packaging: Whenever possible, please return the core in the same box or packaging that your new/remanufactured part came in. This helps protect the core during shipping and speeds up the inspection process.

Core Return Timeframe

• 30-Day Core Return Period: Cores should be returned to us within 30 days of the original purchase date to qualify for a full core charge refund. We recommend sending the core back as soon as you install the new part.
• Late Core Returns: If a core is returned after 30 days, it may not be eligible for a full refund. We will evaluate late core returns on a case-by-case basis – in some cases a partial refund may be given if the core is still returnable, or the core may be refused entirely if too much time has passed. Always contact us if you expect any delay in returning a core.

Core Charge Refund Process

1. Inspection: Once we receive your core, our technicians will inspect it to ensure it meets the above criteria (correct part, complete, and no severe damage).
2. Approval or Rejection:
   • If the core passes inspection, we will approve it for refund.
   • If the core does not meet the return criteria (for example, it’s the wrong part or it’s badly damaged), we will notify you that the core return is rejected and no refund can be issued. (If a core is rejected and you want it returned to you, we can arrange to send it back at your expense.)
3. Refund Issuance: For approved cores, we will process the core deposit refund to your original payment method. Core refunds are typically issued within 7 business days after we receive and approve the core. We will send you a confirmation once your core refund has been processed.

Non-Refundable Core Situations

• Incorrect or Non-matching Core: If the part you send back is not the same type that was purchased (e.g., a different model or an entirely different part), no core credit will be issued.
• Severely Damaged/Incomplete: Cores that are cracked, broken, inoperative due to physical damage, or missing major components will not receive a refund. For example, a transmission core that has a cracked case, or an engine core missing the cylinder head, would be ineligible.
• Improper Packaging: Cores must be returned in appropriate packaging (ideally the original box). If a core is loose in the box and gets damaged in transit, or if it’s returned without the original manufacturer’s packaging, it may be rejected for refund regardless of its prior condition.
• Late Returns without Approval: Cores returned beyond the 30-day window without prior arrangement or approval from Guildford Spares will typically not be credited. Always reach out to us if you’re having any issue returning a core on time – we’re happy to work with you when contacted in advance.

Core Return Shipping Instructions

• Return Shipping Cost: Unless we made an error with your order, you are responsible for the shipping costs to return the core. We recommend using a reliable courier/postal service with tracking and insurance, as Guildford Spares is not liable for cores lost or damaged on their way back to us.
• Include Documentation: Place a copy of your original purchase invoice or a note with your order number, name, and contact information inside the core return package. This helps us identify your return.
• Mark the Package: Clearly mark the package as “Core Return” and if you have an RMA number, write it on the outside of the box. This ensures our returns department processes it as a core return for a deposit refund.
• Need Help?: If you have any questions about how to return a core or the status of a core refund, please contact our customer service team. We are here to help make the core return process as straightforward as possible.

3. Return Process Instructions

To return a product (whether it’s for a refund or an exchange), please follow these steps to ensure a smooth process:

1. Obtain Return Authorisation (RMA): Contact Guildford Spares customer service (via phone or email) and inform us of your order number, the item(s) you wish to return, and the reason for the return. Our team will guide you and issue a Return Merchandise Authorisation (RMA) number if the return is approved. (RMA numbers are typically provided within 1-2 business days. Returns will not be accepted without an RMA, so please be sure to complete this step.)
2. Prepare the Package: Safely pack the item you are returning. Use the original packaging if possible, and include all accessories, hardware, manuals, and any materials that came with the product. The item should be secure to avoid damage in transit. Write your RMA number clearly on the outside of the package (or include any return slip we provide).
3. Shipping the Return: Ship the package to the return address provided by our team. We recommend using a trackable shipping service and insuring the package. Unless the return is due to a Guildford Spares error or a defective item (see Section 6), the buyer is responsible for return shipping costs. (If we are at fault or the item was defective, we will provide a prepaid return label or reimburse reasonable return postage.)
4. Provide Tracking (Optional but Recommended): Once you have shipped the item, consider sending us the tracking number for your return. This allows us to monitor the shipment and speeds up the refund or exchange process. While optional, providing tracking information helps ensure we receive the item and can quickly identify your return in our system.
5. Inspection & Processing: After your returned item arrives at our facility, we will inspect it within a few business days. We verify that the item is in acceptable condition (per the guidelines above). Approved returns are then processed promptly. For refunds, see Section 5 for timeline details – generally, we issue refunds within 7–10 business days of receiving the return. For exchanges, we will process the exchange as described in Section 4. You will receive an email confirmation once your return has been processed (either confirming your refund or details of your exchange shipment).

Note: If at any point you are unsure of the return procedure or need assistance, please reach out to our customer service. We’re happy to walk you through the process to make it as easy as possible.

4. Exchange Policy

We understand that sometimes you may need a different part or a replacement. Guildford Spares offers an exchange option for your convenience:

• Eligibility for Exchange: Exchanges are accepted for 30 days from purchase, just like returns. The item being exchanged must meet the return conditions (unused, undamaged, complete in original packaging). You can exchange for the same product (if yours was defective) or a different product altogether (for example, if you ordered the wrong part and need a different one).
• How to Initiate an Exchange: To start an exchange, please contact our customer service team with your order details and let us know which item you would like in exchange. Our team will verify the availability of the new item and provide you with return instructions for the original item (including an RMA number).
• Exchange Process: In most cases, we will ask you to send back the original item first (following the Return Process in Section 3). Once we receive and inspect the item, we will promptly ship out the replacement item to you. If timing is critical (for instance, you need the new part immediately), you may choose to purchase the new item outright and we will ship it right away; then we will process a refund for the original item once that is returned. Our team will coordinate the best approach with you.
• Shipping Costs for Exchanges: If the exchange is needed due to a mistake on our part or because the original item was defective, we will cover all shipping costs for returning the item and sending the replacement. If you are exchanging because you ordered the wrong part or changed your mind, you will be responsible for the cost of shipping the item back to us. We will normally ship the replacement item to you at our standard shipping rate; you would be responsible for that shipping charge as well. (We’ll let you know any shipping fees upfront during the exchange process.)
• Price Differences: If the item you want in exchange has a different price, we will work out the difference with you.
  • If the new item is more expensive than the returned item, we will charge the difference (we’ll contact you for payment before sending the new item).
  • If the new item is less expensive, we will issue a refund of the difference to your original payment method when we process the exchange.
• No Additional Fees: We do not charge any restocking or exchange fees for processing an exchange. Our goal is to get you the correct part. You’ll only be responsible for any applicable price difference or shipping, as noted above.
• Product Availability: All exchanges are subject to the replacement item being in stock. If your requested item is not available, we will inform you and offer alternatives or a full refund. We’ll work with you to ensure a satisfactory resolution.

5. Refund Timelines and Conditions

When you return an item for a refund, here is what you can expect in terms of timing and what will be refunded:

• Inspection and Approval: Refunds are processed after we receive your returned item and verify its condition. This usually takes a few days after the package arrives. If there are any issues with the returned item (e.g., missing components or signs of use), we will contact you to discuss options (such as a possible partial refund or return of the item to you).
• Refund Processing Time: Once your return is approved, we typically issue the refund within 7 business days. In many cases it is faster, but we advertise 7 business days to account for busy periods or any necessary inspection time.
• Refund Method: Refunds will be credited to the original payment method used for the purchase. If you paid by credit/debit card, the refund goes back to that card. If you paid via PayPal or bank transfer, the refund will be sent to the same account. (For cash on pickup transactions, we will arrange an alternative, such as bank transfer or store credit, if applicable.)
• Notification: We will send you an email confirmation once your refund has been processed on our end. This email will detail the refund amount and the item(s) refunded. If you don’t receive a refund notification within two weeks of sending in your return, please contact us for an update.
• Refund Amount: Assuming the item was returned in accordance with our policy, you will be refunded the full purchase price of the item (including GST).
  • Original Shipping Charges: If you paid for shipping when the item was originally sent to you, please note that shipping costs are not refundable except in cases where we shipped you the wrong item or the item arrived defective (see Section 6). For example, if you return an item because you changed your mind or ordered the incorrect part, the refund will not include the original delivery fee.
  • Core Charges: If your order included a core deposit, that amount will be refunded separately once we process your core return (as described in Section 2). Essentially, you’ll first get the refund for the part itself (minus shipping if applicable), and later the core refund once your returned core is approved. Both will go back to your original payment method.
  • Partial Refunds: In the rare case that an item is returned not in fully resalable condition (e.g., missing minor pieces or slightly damaged packaging) but we choose to accept it, we may issue a partial refund. This would be communicated with you during the return process. We generally aim for full refunds where possible, and will discuss any deductions with you in advance.
• Exchange to Refund: If you initially opted for an exchange but later decide you just want a refund, we can accommodate that as long as you let us know before the exchange item ships. The timeline for the refund in that case will be similar – within 7–10 business days after the decision or receiving back any products, depending on the situation.

6. Damaged or Defective Items

Your satisfaction is our priority. If you receive an item that is damaged in transit or arrives defective, please let us know right away so we can make it right:

• Contact Us Quickly: Inspect your items upon delivery. If you find any damage or defect, contact Guildford Spares customer service within 7 days of receiving the item (the sooner, the better). You can reach us by phone or email. Provide your order number and details about the issue; photos of the damage or defect are very helpful and may be requested to assist with our quality control and any carrier claims.
• No-Cost Resolution: In cases of confirmed damage or defects, we will offer you the choice of a replacement (exchange) at no extra cost or a full refund for the affected item. If a replacement part is available and you want one, we will ship it to you as soon as possible.
• Return of Defective Item: We will also provide instructions for returning the defective or damaged item to us. Typically, Guildford Spares will cover all return shipping costs for items that arrived defective or were damaged in transit. We may send you a prepaid return label or arrange a pickup. Please return the item in the condition it was received (if possible, use the original packaging).
• Installed and Failed Parts: If a part appears to be defective after it’s been installed (for example, it fails shortly after installation), please contact us immediately. These cases may be handled as warranty issues. We will work with you to determine the best solution under the product’s warranty or the Australian Consumer Law, which may include a replacement or refund. Do not continue to use a part that is not functioning correctly, as this could lead to further damage.
• Carrier Damage: If the package was visibly damaged on arrival, please keep all packaging materials and the item, and if possible take photographs. This will help when we file a claim with the courier. Regardless, we will expedite your replacement or refund.
• Our Commitment: Rest assured, you will not pay for shipping or any fees for returns or replacements of items that were damaged or defective upon arrival. Your only responsibility is to inform us promptly so we can assist you. We aim to resolve these issues with top priority to minimise any inconvenience to you.

7. Refused Orders and Unauthorised Returns

We highly encourage customers to follow our return process to avoid complications. Below is how we handle situations involving refused deliveries or returns sent without proper authorisation:

• Refused Delivery: If you refuse to accept an order upon delivery (for example, you tell the courier to send it back or do not pick up the package), please contact us immediately to let us know. When an order is refused, it will typically be returned to our warehouse by the shipping carrier. We will treat a refused delivery as a return, but be aware of a few points:
  • Processing Delays: Refused orders often take longer to reach us (as shipping them back is out of our direct control). Refund processing for refused orders may take longer than normal, sometimes up to 2–3 weeks from the refusal date, because we must wait for the package to arrive and be processed.
  • Shipping Charges: If the refusal was not due to an error on our part (e.g., you refused the package without prior arrangement or due to change of mind), we may deduct the outbound shipping cost from your refund. (Carriers still charge us for the original delivery and return transport.) You will be refunded the item price (and core deposit if applicable), minus any shipping fees that we incurred. We do not charge any restocking fee for refused orders.
  • Communication: It’s important you notify us about a refusal. If we are unaware, the package may arrive without identification, which can delay your refund. Simply send us a quick call or email if you decide to refuse a delivery so we can note it on your order.
• Unauthorised Returns (No RMA): Any return that arrives without an RMA or prior approval is considered unauthorised. We strongly advise against sending a product back without contacting us first. Here’s why:
  • Identification Issues: Packages that arrive without clear identification (like an RMA number or order info) can be very difficult to match to a customer, especially if the return address or name doesn’t clearly link to your order. This can lead to major delays in processing your refund or even the item getting lost in our warehouse.
  • No Guarantee of Credit: If we receive a return with no accompanying information and we cannot determine the origin, we cannot issue a refund. In cases where we eventually track it down, we will process the return, but this could take a long time (several weeks).
  • Return to Sender: In some cases, an unauthorised return may be refused upon receipt at our warehouse and sent back to the sender, especially if no order details are present. This is why obtaining return authorisation is crucial.
  • How to Avoid Issues: Always reach out to us first – we will never refuse a legitimate return as long as it meets the policy, and getting an RMA number ensures your return is handled efficiently. If you accidentally sent a return without authorisation, please contact us with the tracking number and details as soon as possible so we can try to locate and process it.
• Summary: To guarantee you receive your refund or exchange without unnecessary delay or complication, always use the authorised return process. We’re here to help and make exceptions if needed, but communication is key.

8. Liability Disclaimer

While we strive to provide high-quality parts and a great customer experience, Guildford Spares must outline the limits of our liability in relation to returns and our products:

• Limited Liability: Guildford Spares’ liability for any product you purchase is limited to the purchase price of that product. In the event of any issue with a part, our responsibility is to provide a suitable remedy – either a refund, repair, or replacement for that item, as we determine appropriate. We are not responsible for any losses beyond the value of the item itself.
• No Consequential Damages: Under no circumstances will Guildford Spares be liable for any indirect, incidental, or consequential damages resulting from the use of our products or from delays or issues in the return process. This includes, for example, labor costs for installation or removal of parts, vehicle downtime, towing charges, rental car fees, or any other expense that is not the direct cost of the part purchased. By purchasing from us, you acknowledge and agree that our liability is restricted to the remedies stated in this policy.
• Australian Consumer Law: This policy is governed by and operates in addition to your rights under the Australian Consumer Law (ACL). 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this returns policy limits or replaces any rights you have under the ACL.
• Policy Updates: Guildford Spares reserves the right to update or modify this Returns & Refund Policy at any time without prior notice. Any changes will be posted on our website. The version of the policy in effect at the time of your purchase will generally govern your return. We encourage you to review this policy periodically to stay informed of any updates.

Need Help? If you have any questions about our Returns & Refund Policy or need assistance with a return, please contact Guildford Spares Customer Service.

• Email: contact@guildfordspares.com
• Phone: +61489981682
• Address: 242 Guildford Rd, Guildford NSW 2161, Australia
• Website Contact Form: https://guildfordspares.com/contact-us/

We appreciate your business and are committed to ensuring your satisfaction with Guildford Spares. Thank you for shopping with us!