Refund policy

Last Updated: 23 July 2026

At Parts House, we take pride in supplying quality new and used automotive parts. If something isn't right, we're here to help.

This policy operates alongside your rights under the Consumer Guarantees Act 1993 (CGA) and other applicable New Zealand consumer laws. Nothing in this policy limits or excludes any rights you may have under the CGA.

Incorrectly Supplied Parts

If we have supplied the wrong part, we will resolve the issue by providing one of the following, at our discretion:

  • A replacement part;
  • A full refund; or
  • Store credit.

To be eligible, you must:

  • Contact us as soon as reasonably possible after receiving the part;
  • Return the part in the condition it was supplied (unless the issue could not reasonably have been discovered before installation);
  • Provide proof of purchase.

Where we have supplied the incorrect part, Parts House will cover reasonable return freight costs.

Change of Mind

We do not offer refunds or returns for:

  • Change of mind;
  • Ordering the wrong part;
  • No longer requiring the part;
  • Purchasing the part elsewhere;
  • Incorrect diagnosis of a vehicle fault.

Please ensure you have confirmed the correct part before placing your order. If you are unsure, we encourage you to contact us with your VIN and vehicle registration (licence plate) so we can assist with compatibility.

Incorrect Vehicle Information

We cannot accept returns or provide refunds where:

  • Incorrect or incomplete vehicle information was supplied;
  • The wrong part was ordered by the customer;
  • The vehicle has been modified in a way that affects part compatibility;
  • A part is incompatible due to aftermarket modifications or non-standard components.

Faulty Parts

If a part is faulty, your rights will be determined in accordance with the Consumer Guarantees Act 1993.

Where a product does not meet the guarantees provided by the CGA, we will provide an appropriate remedy, which may include:

  • Repair;
  • Replacement;
  • Refund,

depending on the nature of the fault and the requirements of the CGA.

We may inspect or test the returned part before determining the appropriate remedy.

Used Parts

Used parts are supplied with reasonable wear and cosmetic imperfections consistent with their age and previous use.

Normal wear and tear, cosmetic marks, surface corrosion, fading, or similar age-related characteristics are not considered faults.

Labour & Associated Costs

Unless required by law or agreed by us in writing before purchase, Parts House is not responsible for:

  • Labour or installation costs;
  • Diagnostic costs;
  • Towing expenses;
  • Vehicle recovery;
  • Hire vehicles;
  • Accommodation or travel expenses; or
  • Any consequential or indirect losses arising from the use of a part.

How to Request a Return

Before returning any item, please contact Parts House with:

  • Your order details;
  • A description of the issue;
  • Photographs where applicable; and
  • Your vehicle's VIN and registration number (if relevant).

Returns sent without prior approval may be refused.

Consumer Guarantees Act

Nothing in this Returns & Refunds Policy excludes, restricts, or modifies any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand legislation.