Returns & Refunds

DRAFT — review by client/legal before publishing. This page is a starting template and is not legal advice. Have it reviewed against your final policies and current Australian Consumer Law before going live.

At PitStop Auto we want you to buy with confidence. This policy explains your options for returns and refunds, and how they work alongside your rights under the Australian Consumer Law (ACL).

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or removes these statutory guarantees.

Faulty, damaged or incorrect items

If a product is faulty, damaged in transit, or not what you ordered, we'll sort it out at no cost to you. Please contact us within [timeframe: e.g. 48 hours of delivery for transit damage — ___] at [Support email: ___] with:

• Your order number
• A description of the problem
• Photos of the product and packaging (for damage claims)

Depending on the situation and your rights under the ACL, we'll arrange a replacement, repair or refund, and cover reasonable return postage for faulty items.

Change-of-mind returns

We understand you might change your mind or accidentally order the wrong product. Change-of-mind returns are offered at our discretion (not a legal requirement) and are subject to the following:

• The item must be unopened, unused and in original, resalable condition with all seals and labels intact.
• Requested within [return window: e.g. 30 days — ___] of delivery.
• You are responsible for return postage on change-of-mind returns.
• A [restocking fee: e.g. nil / 10–15% — ___] may apply.
• Proof of purchase is required.

Refunds for change-of-mind returns are for the product price and exclude original shipping costs.

Important: engine oil is a consumable

Because engine oils and automotive fluids are consumable and safety-sensitive products, we generally cannot accept returns of opened or partly used containers for change-of-mind reasons — we can't verify they haven't been contaminated or altered. This does not affect your rights if the product is genuinely faulty.

Please use our Oil Finder or contact us before ordering if you're unsure which product suits your vehicle — we're glad to confirm the right grade and approval so you order correctly the first time.

Non-returnable items

Unless faulty, we cannot accept returns of:

• Opened or used oils, fluids or chemicals
• Special-order or clearance items marked non-returnable
• [Other exclusions: ___]

How to start a return

1. Contact us first at [Support email: ___] — do not send anything back without a return authorisation.
2. We'll confirm whether the item is eligible and give you a Return Authorisation (RA) number and return address.
3. Pack the item securely (original packaging where possible) and include your RA number.
4. Send it to the address we provide. Keep your tracking number.

Returns sent without an RA number may be delayed or refused.

Refund processing

Once we receive and inspect your return, approved refunds are processed to your original payment method within [e.g. 5–10 business days — ___]. Your bank or card provider may take additional time to show the funds.

Questions?

[Email: ___] · [Phone: ___] · [Returns address: ___]

More information on your consumer rights is available from the ACCC at www.accc.gov.au.