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Effective Date: 16 October 2022
 

At OEM Spare Parts, customer satisfaction, product quality and transparent business practices are our priorities. We are committed to providing quality automotive spare parts, reliable customer service and a fair, straightforward returns and refunds process.

This policy outlines the conditions under which customers may return products, request refunds, exchange items or submit warranty claims in accordance with applicable South African consumer protection legislation.
 

1. Our Returns and Refunds Commitment

OEM Spare Parts is committed to ensuring customers receive the correct automotive components in the condition and specification described at the time of purchase.

We aim to resolve eligible returns professionally, efficiently and fairly while respecting customers' statutory rights.
 

2. Return Eligibility

Customers may request a return under the following circumstances:

• The product received is incorrect or different from the item ordered.

• The product is defective, damaged or unsafe.

• The product does not match its advertised description or specifications.

• The product arrives with missing components.

• The customer exercises an applicable statutory cancellation right.

• A voluntary return is approved under our return arrangements.

All return requests are assessed according to the reason for return and applicable consumer protection legislation.
 

3. Return Periods
 

7-Day Online Purchase Cooling-Off Period

For qualifying online purchases under Section 44 of the Electronic Communications and Transactions Act, customers may cancel their purchase within 7 calendar days after receiving the goods, subject to applicable legal exceptions.

Customers may be responsible for the direct cost of returning goods under this cooling-off right.
 

6-Month Statutory Warranty

Under the Consumer Protection Act, qualifying defective goods may be returned within 6 months of delivery.

Where applicable, customers may choose a repair, replacement or refund in accordance with their statutory rights.

Voluntary Change-of-Mind Returns

For purchases outside an applicable statutory cooling-off period, change-of-mind returns are considered upon request and are subject to approval.

Voluntary return arrangements do not restrict customers' legal rights.
 

4. Incorrect or Wrongly Supplied Products

If OEM Spare Parts supplies an incorrect product, customers should contact our support team as soon as reasonably possible.

Where an incorrect item has been supplied, we will arrange an appropriate resolution, including a replacement, exchange or refund.

OEM Spare Parts will cover reasonable return shipping costs where the incorrect product was supplied through our error.
 

5. Damaged or Defective Products

Customers who receive damaged, defective or unsafe products should report the issue promptly.

We may request:

• Order number or proof of purchase

• Photographs of the product

• A description of the reported defect

• Relevant diagnostic information where reasonably necessary

Where the product qualifies for a statutory remedy, OEM Spare Parts will honour the customer's applicable rights.
 

6. Engine, Gearbox and Mechanical Component Returns

This section applies to:

• Complete engine assemblies

• Engine long blocks and short blocks

• Automatic and manual gearboxes

• Transmission assemblies

• Cylinder heads and engine components

• Steering racks and drivetrain components

Customers are encouraged to verify vehicle compatibility, engine codes, gearbox codes and original equipment part numbers before purchasing.

Products must be handled and installed according to appropriate automotive procedures.

Installation or use may affect eligibility for voluntary returns but does not automatically exclude statutory rights for defective or incorrectly supplied products.
 

7. Product Inspection and Installation

We recommend that engines, gearboxes and major mechanical components be inspected and installed by qualified automotive technicians.

Customers should verify compatibility before installation.

Where a defect is reported after installation, reasonable diagnostic information may be requested to assist with the assessment.

Damage directly caused by misuse, negligent installation or unauthorised modifications may fall outside voluntary warranty coverage, where legally permitted.
 

8. Products Excluded From Voluntary Returns

The following products may not qualify for voluntary change-of-mind returns:

• Specially sourced products ordered to an agreed customer specification

• Products customised or modified at the customer's request

• Products damaged through customer misuse

• Products returned incomplete or materially altered

• Products covered by applicable statutory cancellation exceptions

These exclusions do not remove customers' legal rights concerning defective, unsafe, incorrectly supplied or misrepresented goods.
 

9. How to Request a Return

Step 1 – Contact Customer Support

Submit your return request using the official contact details published on our website.
 

Step 2 – Provide Order Details

Include your order number, product name, purchase date and reason for return.
 

Step 3 – Submit Supporting Information

Provide relevant photographs, part numbers or diagnostic information where necessary.
 

Step 4 – Receive Return Instructions

Our customer support team will provide the applicable return procedure and return address.
 

Step 5 – Return the Product

Securely package the product and follow the return instructions provided.
 

Step 6 – Refund, Replacement or Resolution

Following the applicable assessment, we will process the refund, replacement, repair or other agreed resolution.
 

10. Return Shipping Costs

Defective Products: OEM Spare Parts covers reasonable return costs where required by applicable consumer protection legislation.

Incorrect Products: Where an incorrect product was supplied through our error, reasonable return shipping costs will be covered by OEM Spare Parts.

Change-of-Mind Returns: Customers may be responsible for direct return shipping costs where permitted by law.

Voluntary Returns: Applicable return shipping arrangements and costs will be communicated before acceptance.

Large automotive components may require specialised freight arrangements.
 

11. Refund Processing

Approved refunds will be processed according to applicable South African legislation.

For qualifying cancellations under Section 44 of the Electronic Communications and Transactions Act, refunds will be processed within 30 days of cancellation.

Other refunds will be processed within the relevant statutory timeframe.

Refunds will generally be issued through the original payment method where practical.

Where a bank transfer is required, verified banking information may be requested.

Customers entitled to a monetary refund under applicable law will not be required to accept store credit instead.
 

12. Exchanges and Replacements

Customers may request exchanges for incorrectly supplied, defective or unsuitable products.

Exchange requests will be assessed according to applicable consumer rights and product availability.

Where a replacement product is unavailable, an appropriate alternative resolution will be offered.

Any additional charges for voluntary exchanges will be communicated before processing.
 

13. Order Cancellations

Customers may request cancellation before their order has been dispatched.

Cancellation requests should be submitted through our official customer support channels.

Approved cancellations will be refunded in accordance with applicable legislation.

Any lawful and reasonable cancellation charges will be disclosed where applicable.
 

14. Product Warranty Claims

OEM Spare Parts recognises statutory consumer warranties and any additional warranties expressly offered with individual products.

Product-specific warranty periods and conditions will be stated in the relevant product listing or sales documentation.

Where the Consumer Protection Act's six-month statutory quality warranty applies, it remains effective regardless of a shorter voluntary warranty.

Customers requesting warranty assistance should provide proof of purchase and relevant information about the reported fault.
 

15. Refunds for Unavailable Products

If an ordered product becomes unavailable and we cannot fulfil the order, the customer will be informed.

Customers may choose an alternative product where offered but are not required to accept a substitute.

Where the order cannot be fulfilled, payments received will be refunded within the applicable legal timeframe.
 

16. Proof of Purchase

Customers should retain invoices, order confirmations and payment records.

Proof of purchase assists with verifying transactions and processing returns or warranty requests.

Other reasonable evidence of purchase may be considered where an original receipt is unavailable.
 

17. Customer Rights

OEM Spare Parts respects the rights of customers under applicable South African consumer protection legislation.

Nothing in this policy is intended to waive, limit or exclude statutory consumer rights.

Where a policy provision conflicts with mandatory legislation, the applicable law will prevail.
 

18. Complaints and Dispute Resolution

We are committed to addressing customer concerns fairly and professionally.

Customers dissatisfied with a return or refund decision may request a review through our customer support team.

Where a dispute cannot be resolved directly, customers retain the right to approach relevant consumer protection authorities or competent courts.
 

19. Policy Updates

OEM Spare Parts may update this policy to reflect changes in business operations, customer service procedures or applicable legislation.

Updated policies will be published on our website with the relevant effective date.

Changes will not retrospectively remove rights acquired under an existing purchase agreement.
 

20. Contact Us

For assistance with returns, refunds, exchanges, warranty claims or cancellations, please contact OEM Spare Parts using the official contact information published on our website.

Our customer support team will provide assistance and the appropriate return instructions.
 

OEM Spare Parts

Quality Parts. Reliable Performance. Trusted Service.