Returns, Refunds & Exchanges

Last updated: 6 October 2026

At Part Direct, we understand that buying used automotive parts online can sometimes require extra care. Vehicle parts can differ by make, model, year, engine, transmission and specification, so we want to make the buying and returns process as clear and straightforward as possible.

Our returns policy explains how we handle change-of-mind returns, incorrect orders, damaged parts, faulty parts, exchanges and refunds.

1. Change-of-Mind Returns

If you change your mind about a purchase or no longer require the part, you may request a return within 14 days of receiving your order.

For a change-of-mind return to be accepted:

  • The return request must be made within 14 days of delivery.
  • The part must be returned in the same condition in which it was supplied.
  • The part must not have been installed, fitted, modified, dismantled or damaged.
  • Any identification labels, tags, markings or security markings must remain intact.
  • All components, accessories and items supplied with the part must be returned.
  • The item must be securely packaged to prevent damage during return transport.
  • Proof of purchase may be required.
  • The return must be approved by Part Direct before the item is sent back.

We recommend contacting us before arranging the return of any large, heavy, fragile or specialist automotive component.

2. Checking Your Part Before Installation

Used automotive parts can vary significantly between vehicles, even when the vehicles have the same make and model.

Compatibility can depend on factors such as:

  • model year;
  • build date;
  • engine type;
  • transmission;
  • vehicle variant;
  • trim level;
  • part number;
  • vehicle specification; and
  • VIN or chassis information.

We strongly recommend checking the part number, photographs, description and vehicle compatibility before purchasing.

If you are unsure whether a part is suitable for your vehicle, please contact our team before placing your order.

We are happy to assist with identifying parts and checking available information where possible.

3. Incorrect Part Ordered by the Customer

If you have ordered the wrong part, provided incorrect vehicle information or discover that the part is not suitable for your vehicle, please contact us as soon as possible.

Where the return is approved, the item must meet our change-of-mind return conditions.

Return freight in these circumstances will generally be the customer’s responsibility.

4. Incorrect Part Supplied by Part Direct

If we have supplied a different part from the one ordered, please contact us as soon as possible.

To help us resolve the issue quickly, we may ask you to provide photographs of:

  • the part received;
  • the packaging;
  • the shipping label;
  • the part number or identification label; and
  • the original item ordered.

We will review the order and work with you to arrange an appropriate solution.

5. Parts That Have Been Installed

Please confirm that a part is suitable for your vehicle before installation.

Once a part has been installed, modified, dismantled or altered, it may no longer qualify for a change-of-mind return.

This is particularly important for:

  • engines;
  • gearboxes;
  • transmissions;
  • electrical components;
  • ECUs and control modules;
  • sensors;
  • suspension components;
  • steering components; and
  • other mechanical or electronic parts.

If you believe a part has developed a fault after installation, contact us before removing, dismantling or attempting to repair the component so that we can advise you on the next step.

6. Electrical and Electronic Parts

Electrical and electronic automotive components require particular care because faults can sometimes be caused by vehicle wiring, incorrect installation, incompatible components, programming, coding, voltage issues or other vehicle-related problems.

For this reason, electrical and electronic components may have specific return conditions.

These may include:

  • ECUs;
  • modules;
  • computers;
  • sensors;
  • instrument clusters;
  • audio systems;
  • navigation systems;
  • switches;
  • cameras;
  • electronic control units; and
  • other electrical components.

Please contact us before purchasing if you are unsure about compatibility.

Do not modify, open, dismantle, reprogram or attempt to repair an electrical or electronic component before contacting us.

7. Sale, Clearance and Discounted Items

Products marked as Sale, Clearance, Special or Discounted may have different change-of-mind return conditions.

Where special return conditions apply, these will be identified on the product listing or communicated before purchase.

A discounted price does not automatically mean that a product is faulty or damaged. Customers should carefully review the product description, photographs and any specific conditions before completing their purchase.

8. Return Shipping

For approved change-of-mind returns, the customer is generally responsible for the cost of returning the item to Part Direct.

This includes situations where:

  • you changed your mind;
  • you ordered the incorrect part;
  • you no longer require the item;
  • incorrect vehicle information was provided; or
  • the part is not suitable for your vehicle due to information supplied by the customer.

We recommend using a tracked and appropriately insured delivery service when returning an item.

Part Direct is not responsible for items that are lost or damaged while being returned by a customer using their own transport arrangements.

9. Large and Heavy Parts

Some automotive parts require specialist transport because of their size, weight or fragility.

This may include:

  • engines;
  • gearboxes;
  • transmissions;
  • doors;
  • tailgates;
  • bonnets;
  • bumpers;
  • guards or wing panels;
  • dashboards;
  • subframes;
  • axles;
  • differentials; and
  • other large or heavy components.

Please contact us before returning a large or heavy item so we can provide the appropriate return instructions.

Do not send large or heavy items back without first confirming the return arrangements with our team.

10. Handling and Restocking Charges

A handling and restocking charge of up to 25% may apply to approved change-of-mind returns.

The applicable charge may depend on:

  • the condition of the returned item;
  • whether the item has been repackaged;
  • whether packaging or accessories are missing;
  • whether additional inspection or preparation is required; and
  • whether the item can be returned to stock.

We will advise you of any applicable charge where reasonably possible before the return is finalised.

No handling or restocking charge will be applied where the return is being processed as a Part Direct product issue requiring a replacement or other appropriate resolution.

11. Damaged Items on Delivery

If your order arrives damaged, please contact us as soon as possible.

To help us investigate the matter, please provide clear photographs showing:

  • the outside of the package;
  • the shipping label;
  • the packaging material;
  • the damaged area; and
  • the complete part.

Please keep the original packaging until we have completed our assessment, as it may be required to investigate the cause of the damage.

12. Faulty or Problematic Parts

If you believe that a part is faulty or is not functioning as expected, please contact Part Direct before attempting repairs, modifications or dismantling.

We may ask for:

  • photographs or videos;
  • vehicle details;
  • part numbers;
  • installation information;
  • diagnostic information;
  • details of the symptoms or fault; and
  • other information needed to assess the issue.

Depending on the circumstances, we may arrange an inspection, testing, replacement, exchange or refund.

13. Return Assessment

All returned items are inspected before a change-of-mind refund or exchange is approved.

We may check:

  • the condition of the part;
  • identification numbers and markings;
  • whether the item has been installed;
  • whether components are missing;
  • whether the item has been modified or damaged;
  • whether the returned item matches the item originally supplied; and
  • whether the item is suitable to be returned to stock.

Please do not remove identification labels or markings from a part.

14. Refunds

Once an approved return has been received and assessed, we will process the applicable refund.

Refunds will generally be made to the original payment method used for the purchase.

Depending on your bank or payment provider, it may take several business days for the refunded amount to appear in your account.

We will notify you once your refund has been processed.

15. Exchanges and Replacements

Where available, we may offer an exchange or replacement instead of a refund.

For change-of-mind purchases, exchanges are subject to availability.

If the replacement part has a different price, the difference may need to be paid or refunded as applicable.

Please contact us before returning an item if you would prefer an exchange rather than a refund.

16. Items Not Eligible for Change-of-Mind Returns

The following items may not qualify for a change-of-mind return:

  • parts that have been installed;
  • parts that have been modified or dismantled;
  • parts damaged after delivery;
  • parts missing components or accessories;
  • parts with removed or damaged identification markings;
  • specially sourced items where return conditions were advised before purchase;
  • certain electrical or electronic components;
  • clearance items where specifically stated;
  • customised or modified items; and
  • items that cannot reasonably be returned to saleable stock because of their condition.

Please contact us before purchasing if you are unsure whether an item can be returned.

17. Shipping and Delivery

We aim to dispatch orders as quickly as possible.

For eligible standard-sized parcels, our general delivery target is approximately 48 hours, depending on the destination and courier service.

Delivery times may vary due to:

  • location;
  • courier availability;
  • weekends and public holidays;
  • regional or remote delivery areas;
  • parcel size and weight;
  • freight availability; and
  • circumstances outside our control.

The 48-hour timeframe is a delivery target and is not guaranteed for every location or product.

18. Free Shipping

Free shipping may be available on selected orders depending on the delivery location, product type, parcel dimensions, weight and applicable shipping offers.

For eligible standard parcels within Victoria, free shipping may be available where:

  • the parcel weighs less than 25 kg; and
  • the parcel is less than 1 metre in size;

subject to the applicable delivery area and shipping conditions.

Free shipping does not generally apply to oversized, heavy, fragile or specialist automotive components.

These may include:

  • doors;
  • tailgates;
  • bonnets;
  • bumpers;
  • guards or wing panels;
  • engines;
  • gearboxes;
  • subframes;
  • axles;
  • dashboards; and
  • other large or fragile parts.

Where standard delivery is not available, customers may choose from the delivery options available for the order.

19. Collection

Customers may be able to collect eligible parts directly from our premises.

Collection arrangements must be confirmed with Part Direct before attending.

For large or heavy parts, customers collecting the item are responsible for ensuring that their vehicle or transport arrangement is suitable for safely carrying the item.

20. Customer-Arranged Courier

Customers may arrange their own courier or freight service where agreed with Part Direct.

Please contact us before booking your courier to confirm:

  • collection location;
  • collection hours;
  • part dimensions;
  • approximate weight;
  • loading requirements; and
  • any special handling requirements.

The courier must have suitable equipment to safely collect and transport the part.

21. Before You Place an Order

To reduce the chance of ordering an unsuitable part, we recommend checking:

✓ Make and model
✓ Model year
✓ Engine type
✓ Transmission
✓ Part number
✓ Vehicle specification
✓ Photographs
✓ Product description
✓ VIN/chassis information where relevant

If you are unsure, contact Part Direct before placing your order.

Our team can help you review the available information and identify the most suitable part where possible.

22. Our Commitment to Customers

We want buying used automotive parts to be straightforward.

If something doesn’t go according to plan, contact us and give us the opportunity to investigate the issue. Our team will review the circumstances and work with you towards an appropriate solution.

We aim to provide clear product information, competitive pricing and responsive customer service to help you get the parts you need and get your vehicle back on the road.

23. Contact Us

For returns, refunds, exchanges, delivery enquiries or assistance identifying a part, please contact Part Direct.

Part Direct
Website: https://partdirect.com.au/
Contact: https://partdirect.com.au/contact-us

When contacting us about an order, please include your order number, vehicle details and photographs where relevant. This will help our team investigate your enquiry more quickly.