Returns

This policy covers returns, refunds and cancellations for orders from hfm.parts, operated by HFM DOT PARTS (ABN 31 489 472 505) trading as HFM.Parts. It sits alongside our Terms & Conditions. The full policy below is what applies.

Your options depend on why you are returning an item and where you are. Nothing in this policy excludes or limits the consumer guarantees you have under the Australian Consumer Law, or any other rights that cannot lawfully be excluded.

1. Faulty, damaged or not as described

If an item arrives faulty, is damaged in transit, or does not match its description, you are entitled to a remedy under consumer law. This applies wherever you are, and is not limited by the 30-day change-of-mind window below.

• Contact us within a reasonable time of finding the problem, with photos or a short video of the fault.
• For a major failure you choose a replacement or a full refund. For a minor problem we may repair or replace the item first.
• We pay the return shipping and send you a prepaid label.
• Faulty returns are always refunded in full, to your original payment method. We never deduct a restocking fee or any payment-processing fee from a faulty return.
• We may decline a claim where the fault results from misuse, neglect, accident, or incorrect installation rather than the product itself.

2. Change of mind (Australia and rest of world)

If you simply change your mind, we accept returns within 30 days of delivery. This section applies outside the EU and UK; EU and UK cancellations are covered in section 3.

• The item must be new, unused and unopened, with all seals and original packaging intact.
• Any handling beyond what is needed to inspect the item, including test-fitting, installation attempts, or opening sealed packaging, means we cannot accept a change-of-mind return.
• A 15% restocking fee applies.
• You pay the return shipping. We recommend a tracked service, as the item is your responsibility until it reaches us.
• Original shipping is not refunded. If your order shipped free, the cost we paid to ship it is deducted from your refund.
• You can choose a refund to your original payment method or store credit.

3. Additional cancellation rights in some countries

Some countries require us to give consumers extra statutory cancellation rights. If you are a consumer based in the European Union or the United Kingdom, the following applies in addition to everything above. It does not apply to products made to order or personalised for you.

• You have 14 days from the day you receive the goods to tell us you are cancelling, and a further 14 days to return them.
• You may cancel for any reason. You do not need to show a fault.
• Return shipping is at your cost. We recommend a tracked service, as the goods remain your responsibility until they reach us.
• Once we receive the goods (or proof you have sent them), we refund the price you paid plus the standard outbound delivery cost, within 14 days.
• We may reduce your refund to reflect any loss in value from handling the goods beyond what is needed to establish their nature and function. Fitting, test-fitting or installing a part goes beyond this and may significantly reduce your refund.
• No restocking fee applies to a cancellation made under this statutory right.

4. Items we cannot accept for change-of-mind returns

The following are not eligible for a change-of-mind return. Your consumer-guarantee rights in section 1 still apply if the item is faulty:

• Items that have been used, fitted or installed.
• Custom, made-to-order or personalised items.
• Final-sale or clearance items clearly marked as non-returnable.
• Items returned without proof of purchase.

5. Warranty

Most products carry a 2-Year Manufacturer's Warranty unless otherwise specified. This warranty is in addition to your rights under consumer law and does not limit them. Depending on where you live, your statutory rights may last longer than this warranty. Full details are on our Warranty page.

6. Refunds

• Approved refunds go to your original payment method, or to store credit if you choose it for a change-of-mind return.
• We do not deduct payment-processing fees from any refund.
• We process refunds within 10 business days of approving your return, and always within 14 days for EU and UK statutory cancellations. Your bank or payment provider may take a few extra days to show it.

7. International orders

Import duties and taxes charged by the destination country are your responsibility and are not refundable.

8. How to start a return

Start a return using the Start a Return link on this page, or email help@hfm.parts with your order number. For a faulty item, include photos or a short video of the problem.