Refund & Returns Policy

Refund & Returns Policy main image Refund & Returns Policy image

Refunds, Returns, Cancellation and Exchanges Policy

We want your experience with us to be simple and hassle-free. If something isn’t right, we’re here to help. Don't hesitate to reach out to our dedicated customer support team.

What can be returned?

You can return any new, unused item within 30 days of purchase if:

  • It’s in original, resalable condition
  • It’s uninstalled, undamaged, and in original Ford packaging

Return shipping costs are the customer’s responsibility unless we made an error with your order.

Items that cannot be returned (unless faulty or damaged):

  • Electrical parts
  • Batteries
  • Liquids
  • Special-order items

How to return an item

If you’d like to return an item, follow the steps below.

Returning by post

  1. Request approval
    Contact us within 30 days via Webchat or text 0488 852 451 to request a return. We’ll provide a Return Authorisation Number.
  2. Complete the returns form
    Fill out and submit the online returns form after receiving your authorisation.
  3. Create your return label
    Use our returns portal to create your shipping label. A flat-rate return shipping fee of $18.95 (via Aus Post) applies.
    • If the error is ours, we’ll cover this cost.
  4. Pack your item
    Securely pack your item in its original Ford packaging to avoid delays or refusal.
  5. Send your return
    • Attach the provided shipping label
    • Post your item within 10 days
  6. Processing
    • Allow up to 14 business days for your return to arrive
    • We’ll process it within 5 - 7 business days of receiving it

Returning in person

  1. Request approval
    Contact us within 30 days to obtain a Return Authorisation Number.
  2. Complete the returns form
    Submit the online returns form.
  3. Bring your item
    Return your item to our Click & Collect location with:
    • Your invoice
    • Return Authorisation Number
    • Item in its original Ford packaging
  4. Processing
    We’ll process it within 5 -7 business days of receiving it

For more information, please click here to visit our Returns page.

Faulty items

If you believe your Genuine Ford items are faulty, you may be eligible for a refund, repair, or replacement under the Ford Australia parts warranty. For more information about the Ford warranty and our claim process, please visit our Warranty page.

Shipping costs

Shipping costs are non-refundable if:

  • You ordered the wrong item
  • You changed your mind

Refunds

Once your return has been received and approved, your refund will be issued to the original payment method used for the purchase.

Refund Process

  • Returned items must be received before refunds can be processed.

Refund Timing

  • Please allow up to 14 business days for returned items to arrive.
  • Refunds are processed within 5–7 business days after the return has been received and approved.
  • Funds may take up to 7 business days to appear in your account, depending on your payment provider.

Exchanges

  • Exchanges are only available where an incorrect item has been supplied, the item is faulty, or the exchange is required due to an error on our part.
  • To request an exchange, please fellow the return process. Once the returned item has been received and assessed, we will arrange a replacment where applicable. 
  • If you wish to exchange an item for any other reason, please return the original item in accordance with the return process and place a new order. Please note that a new shipping fee will apply to the replacement item. 

Cancelling or Modifying an Order

  • Orders that have already been dispatched cannot be cancelled or changed. A return request must be submitted once the order has been received.

If you need to cancel or modify your order, please contact us as soon as possible by phone or text on 0488 852 451.

Orders are typically processed and dispatched quickly. Requests received before 1:30pm (AEST) on business days (Mon - Fri) can usually be accommodated if the order has not yet been packed or dispatched.

After 1:30pm, orders may already be in the dispatch process, and while we will make every effort to assist, changes or cancellations cannot be guaranteed and are unlikely to be possible once an order has been packed or shipped.

For the best chance of successfully modifying or cancelling your order, please contact us immediately after placing it.