Refund policy

This page is the document which has the full text of the Bossco Auto Parts and Accessories Pty Ltd return policy. This policy does not apply to trade customers buying for resale because the terms of trading are governed by different legislation and the contract between us and a trade customer signed at the time of creating the trade account. If you are a trade customer please contact your account manager for assistance. If you are not a trade customer and would like to know how to make a return, request a refund, or seek remedy from us related to a minor or major failure as set out in the Australian Consumer Law then please read this policy in it's entirety. We have tried to make it clear and easy to read as well as provide instructions for how to easily and quickly lodge a return request.

Definitions

To keep this document as brief, clear and easy to read as possible we will use the following terms and definitions:

• 'ACL','the ACL' is used to refer to The Australian Consumer Law, being Schedule 2 to the Competition and Consumer Act 2010
• 'professional fitter' means a company or individual operating a business which is appropriately qualified and licensed to perform automotive repair work in the customer's state or territory.
• we”, “us” and “our” means Bossco Auto Parts & Accessories Pty Ltd ABN 54 1581926 475;
• “you” and “your”is used to refer to the customer in relation to any order, return or dispute as set out in this policy.

Returns Timeframe and Process

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return except in where any provision of the ACL grants you more time. 30 days after receiving the item is a reasonable period of time to find any defects and request a remedy from us in most cases. If you're requesting a return outwith the time window and believe that you are entitled to a remedy under the ACL then please contact us at sales@bosscoauto.com.au with your order number and as much information as you can provide about your situation.

To be eligible for a return, your item must be unused and in the same condition in which you received it. You’ll also need the receipt, invoice or proof of purchase. We will only accept a return for an order made online or over the phone from the person named on the original invoice that was e-mailed to the customer's e-mail address upon purchase. We will only accept a return for an order made instore if the original receipt or other proof of purchase showing the time and date of the purchase is provided.

To start a return for an order which was made via the website, you should:

• Locate your order confirmation e-mail.
• Click on the button marked 'View Your Order'.
• In the Email field, enter your email address, and then click Continue.
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store, and then enter a six-digit verification code.
• Click the button marked 'Request a Return' on the order that you want to submit the return for.
• If your order has more than one item, then select the items that you want to return.
• Select a return reason and add a note for the store.
• Click Request return. 
• E-mail us images of any damage or discrepancy related to your return request and put your invoice number in the subject line so that we can link your images to your order and return if needed.

To start a return for an order which was made over the phone please contact sales@bosscoauto.com.au with your order number and return reason from the below list in the subject line. Please provide as much information as you can about your situation in the e-mail body and please attach any images which support your return. This standardised return process helps us make the return process smoother for you. If you do not provide the relevant information then it will delay your return because we will have to contact you to obtain the information required for us to help you.

To return an item which was purchased in our store please bring it back and speak to our staff at the counter. Please have your proof of purchase ready. If you do not have your receipt or invoice then please be prepared for a delay while we verify your proof of purchase. If we are unable to verify your proof of purchase then we may not accept your return. If you paid by card then will need the card which you paid with to process your refund. PLEASE NOTE: our staff have the right to work without the fear of abuse. Any abusive or anti-social behaviour on our premises is not tolerated, you will be asked to leave regardless of your right to a return, the incident will be reported to police and CCTV images will be shared with the police to assist in their investigation. If you are unable to return to our store because you do not live in Sydney but made your purchase here while visiting Sydney or if you are unable to return to our store for any other reason outwith your control or if you have been asked to leave our store for unacceptable behaviour and you believe that you are entitled to a remedy from us under the terms of the ACL then please contact us at sales@bosscoauto.com.au with your proof of purchase showing the time and date that you made the purchase in store and as much information as you can provide about your situation. Your refund may be delayed significantly if we cannot process it to your original payment card.

Please use the appropriate return process for your initial order method. We may not act upon any return requests made via any process inappropriate to the order method or not set out in this document. We will endeavour to point you in the right direction if we come across an incorrectly made return request. If your return is accepted, we’ll send you a return shipping label, and/or instructions on how/where to send your package. Items sent back to us without first requesting a return will not be processed or returned to you unless you arrange for their collection at your cost.

Damage in transit
If you are present for your delivery and the item is damaged when you receive it please notify the driver, reject the delivery so that it gets sent back to us at no cost to you and file a return request by using the appropriate method using the 'Damaged in Transit'reason from the list below. If you have had to reject a delivery then please mention that in your return request becasue you will not be able to supply us with images of the item. Otherwise, if you are not present for the delivery then please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Use the correct returns process from the list above and also e-mail us images of any damage or discrepancy related to your return request, put your invoice number in the subject line so that we can link your images to your order and return if needed. This helps us make the return quick and easy. If you do not provide the relevant information then it will delay your return because we will have to contact you to obtain the information required for us to help you.

List of Return Reasons
This is a list of the return reasons where we accept a return via the automated process on our website. We also require a reason from this list to be chosen when returning an item which was ordered over the phone. We have provided an explanation of the circumstances in which any of these reasons may apply and any extra information you would have to supply. This standardisation of our returns process helps us provide a fair, smooth and timely resolution by following the same predictable process every time for every customer.  Please select the correct return reason from these choices and enter it in the return comment along with a quick explanation of your case:

• Change of Mind - Use this if you have ordered by mistake, ordered the wrong item or simply changed your mind. You will need to pay the return postage and we may charge a 10% restocking fee and/or deduct from your refund based on the condition of the item when it arrives. We will only accept this return if the item has not been fitted. This covers any return reason not set out below and not explicitly relating to a minor or major failure as defined by the ACL.
• Damaged in Transit - Please send images of the item and packaging. We will only accept this return if the item has not been fitted. 
• Not What I Ordered/Not as Described - Please send images of the item which you received as well as the paper invoice which you received with the item. Let us know whether you would like a refund or an exchange. We will only accept this return if you have not used the item or tried to have the item fitted to your vehicle. It is reasonable that any customer would not want to try to fit items which arrive not as described or items which are not what was ordered for their vehicle as a reasonable step to prevent the risk of damage to the item or their vehicle.
• Couldn't Figure out How to Fit - If you have been unable to fit your item or engage the services of a professional fitter then you can return the item. You will need to pay the return shipping and we will deduct from your refund based on the condition of the item when it arrives. This return reason does not apply to suspension items or electrical items unless they are still sealed in their unopened original packaging. For more information about suspension or electrical items please see the first bullet point under the heading "Exceptions / Non-Returnable Items" below.
• Defective/Missing Component - Please send as many images of the defect or let us know in the return note which component is missing. If there is a missing component then please provide an image of everything which you have received laid out in an organised manner. This is so that we can make sure that we're sending you the correct part and that there are no other components missing. We will endeavour to send you a replacement part so that you can complete your fitment. Sometimes parts may take an unreasonably long time to deliver to you for reasons outwith our control. If this is the case then we will contact you by phone to discuss a suitable resolution on a case by case basis.

Exceptions / Non-Returnable Items
There are several circumstances where we will not accept a return.

• We will not accept a return on any electrical or suspension items which require fitting unless you are able to provide an invoice for the fitment labour from our fitment workshop or a professional fitter as defined above. The invoice has to clearly show the license/tradespersons certificate number of the fitter or accurate and up-to-date contact details for the business which carried out the fitting including their ABN. This clause explicitly deals with the Competition and Consumer Act 2010, Vol. 4, Schedule 2, Part 3-2, Division 1, Subdivision A, No. 54, Point (6) which states:

  
  

  "(6) Goods do not fail to be of acceptable quality if:

   (a) the consumer to whom they are supplied causes them to become of unacceptable quality, or fails to take reasonable steps to prevent them from becoming of unacceptable quality; and

   (b) they are damaged by abnormal use."

  Any fitment of an electrical or suspension item that isn't caried out by a professional fitter is considered by us to be abnormal use and failure to take reasonable steps to prevent the goods from becoming of unacceptable quality. If the failure of a returned electrical or suspension item is deemed upon inspection by our team to have been caused by the poor workmanship of your chosen professional fitter then we will inform you, return the item to you and advise that you seek compensation from the fitter. If we have to return the item to you because it's been found that your fitter was responsible for the damage then you may have to pay for the cost of the freight or arrange collection of the item from us at your cost. We will not accept returns when the item fails as a result of poor workmanship by a third party even in cases where the third party was recommended by us. If you did not use a professional fitter, cannot locate the fitment invoice or the failure of your item has been deemed to be the result of poor workmanship but you believe that you are entitled to a remedy from us under the terms of the ACL then please contact us at sales@bosscoauto.com.au with your order number and as much information as you can provide about your situation.

• We will not accept a return on any item that is past it's warranty period. We comply with the ACL and our items are priced, described and warrantied so that they meet any reasonable consumer's expectations with regards to longevity when fitted and used correctly. If your item is out of warranty but you believe that you are entitled to a remedy under the ACL then please contact us at sales@bosscoauto.com.au with your order number and as much information as you can provide about your situation.
• We will not accept a return on any item which has not been purchased from us directly. If you purchased one of our items from a stockist, fitter or dealer then please refer to them to do a return with them. The stockist, fitter or dealer may reach out to us for assistance and we will support them in supporting their customers by fulfiling our obligations as a manufacturer as set out in the ACL. If you purchased one of our items secondhand then it is not eligible for a return.
• If you are unable to return the item because it has been lost or destroyed then we cannot help you in most cases. If this is the case but you believe that you are entitled to a remedy under the ACL then please contact us at sales@bosscoauto.com.au with your order number and as much information as you can provide about your situation.
• Where items have been listed in our Clearance Items collection accessible by clicking the link marked Clearance Items in the site's main navigation menu. These products are sold on the understanding that there are limited quantities of these products remaining and they will not be restocked in the foreseeable future. This means that support for these products will be extremely limited and they have been priced accordingly. We will not accept any change of mind returns on these items. If you believe that you are entitled to a remedy under the ACL with regards to an item listed in our clearance colection at the time of purchase then please contact us at sales@bosscoauto.com.au with your order number and as much information as you can provide about your situation.
• We will not reimburse you for any third party fitment costs incurred unless they relate directly to a major or minor failure as set out in the ACL.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process the refund after we have sent it. We will refund only to the original method of payment except in circumstances set out elsewhere in this policy.

If more than 15 business days have passed since we’ve approved your return, please contact us at sales@bosscoauto.com.au quoting your order number.

If you're a customer with a trade account please contact your account manager instead of using this returns system.