Returns & Refunds Policy

Frazys Auto Parts — New Zealand

Last updated: 17 October 2026

At Frazys Auto Parts, we are committed to supplying quality automotive parts and accessories at competitive prices through our network of trusted New Zealand and international suppliers.

We encourage all customers to carefully review product descriptions, specifications and vehicle compatibility before purchasing.

This policy applies to purchases made through frazysautoparts.com and operates in accordance with applicable New Zealand consumer protection legislation.

1. Change of Mind and Incorrect Purchases

Frazys Auto Parts does not accept returns, exchanges or refunds for change of mind or incorrect product selection, except where required by New Zealand law.

This includes, but is not limited to:

• Ordering the wrong product or part number

• Purchasing an item that is incompatible with your vehicle due to incorrect selection

• Deciding that you no longer want or need the product

• Finding the same or a similar product cheaper elsewhere

• Purchasing a part without checking its specifications or compatibility

• Ordering duplicate or unnecessary items

• Changing your mind after an order has been placed

• Purchasing a product that is unsuitable for your intended application where that suitability was not represented or confirmed by us

Due to the specialist nature of automotive components and our local and international supplier network, we are generally unable to accommodate returns for these reasons.

Customers are encouraged to verify all product details before completing their purchase.

This policy does not limit your rights where a product is faulty, incorrectly described, or otherwise fails to meet the requirements of the Consumer Guarantees Act 1993.

2. Vehicle Fitment and Compatibility

Automotive parts can differ significantly between vehicles of the same make, model or production year.

Variations may include:

• Engine type and displacement

• Chassis and VIN specifications

• Production dates

• Transmission type

• Trim levels and vehicle variants

• Electrical connections and plug types

• Mounting points and dimensions

• Previous vehicle modifications

• OEM and aftermarket part number variations

Customers are responsible for reviewing product descriptions, photographs, measurements and reference numbers before purchasing.

Where possible, we recommend comparing the advertised product with the existing component and confirming compatibility using OEM or manufacturer reference numbers.

General vehicle compatibility information is provided as a guide and should be checked against the specific vehicle before ordering.

If Frazys Auto Parts supplies an incorrect product, makes an inaccurate compatibility representation, or a product fails to meet applicable consumer guarantees, customers retain their rights to an appropriate remedy.

If you are uncertain about compatibility, please contact us before purchasing.

3. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrect or materially different from its advertised description, please contact our customer support team as soon as reasonably possible.

We will assess the circumstances and determine an appropriate resolution in accordance with applicable New Zealand consumer law.

Depending on the nature of the issue, remedies may include:

• Repair of the product

• Replacement with an equivalent product

• A refund

• Another remedy required under applicable legislation

For faults that can be remedied and are not substantial, Frazys Auto Parts may choose whether to repair, replace or refund the product, as permitted under the Consumer Guarantees Act.

Where a failure is substantial, customers may be entitled to reject the product and choose a refund or replacement in accordance with the Act.

4. Reporting an Issue

To help us investigate and resolve problems efficiently, we request that customers report any visible damage, incorrect items or immediately apparent faults within 7 calendar days of delivery, where reasonably possible.

When contacting us, please provide:

• Your order number

• A clear description of the issue

• Photographs or videos showing the reported problem

• Relevant part numbers or product identification details

• Photographs of packaging and shipping labels where applicable

• Vehicle details if the issue relates to compatibility or fitment

Additional information may be requested where reasonably necessary to assess the claim.

The 7-day reporting period is a request for prompt notification and does not exclude or limit statutory consumer rights.

Faults that develop or become apparent after this period may still be covered by the Consumer Guarantees Act 1993.

5. Products Damaged During Delivery

If your order arrives damaged, please notify us as soon as reasonably possible.

We recommend retaining the product and its packaging while the issue is being assessed.

Photographs of the following may be requested:

• Damaged components

• External shipping packaging

• Internal protective packaging

• Courier labels

• Visible damage to the parcel

This information assists us in investigating damage with our suppliers and freight providers.

Where an item is damaged in transit, Frazys Auto Parts will arrange an appropriate remedy in accordance with applicable consumer law.

Customers will not be required to resolve valid consumer guarantee claims directly with our suppliers or couriers.

6. Return Authorisation and Conditions

Before returning an item, please contact Frazys Auto Parts to discuss the issue and obtain return instructions.

Returns should not be sent to an address without prior instructions, as products may require assessment by different suppliers or fulfilment facilities.

Where a return is arranged, customers should take reasonable care to package the item securely and include any relevant components or accessories.

For returns outside statutory consumer rights, we may decline items that have been:

• Installed or used

• Modified or altered

• Damaged after delivery

• Incorrectly installed

• Returned incomplete

• Returned without necessary accessories or components

Where a customer has a valid claim under New Zealand consumer law, installation, use or the absence of original packaging will not automatically disqualify the claim.

Each issue will be assessed according to its circumstances and applicable legal requirements.

7. Incorrect Installation, Misuse and Modifications

Frazys Auto Parts is not generally responsible for damage or faults caused by:

• Incorrect installation

• Improper handling

• Vehicle modifications affecting compatibility

• Misuse or use outside the product's intended application

• Unauthorised alterations

• Failure to follow applicable installation instructions

• Damage caused after delivery by the customer or a third party

Customers are encouraged to have safety-critical or technically complex automotive components installed by appropriately qualified technicians.

Where necessary, we may request reasonable supporting information about installation or the reported fault.

These exclusions apply only where the circumstances justify them and do not remove any rights available under the Consumer Guarantees Act 1993.

8. Return Shipping Costs

Where a product fails to meet applicable consumer guarantees, Frazys Auto Parts will cover or reimburse reasonable return shipping costs as required by New Zealand law.

For large, heavy or difficult-to-remove products, we will arrange appropriate collection where legally required.

Customers should contact us before arranging return freight so that suitable shipping instructions can be provided.

Where a discretionary return is specifically approved outside statutory requirements, return shipping costs will generally be the customer's responsibility unless otherwise agreed.

9. Refunds

Where a refund is approved or required under applicable consumer law, it will generally be processed using the original payment method.

Please note:

• Refund processing times may vary depending on the payment provider or financial institution.

• Products may require reasonable inspection or assessment before a remedy is determined.

• Original shipping charges are generally non-refundable for discretionary returns, unless otherwise agreed.

• Where consumer law requires reimbursement of shipping charges or other costs, those amounts will be refunded.

• Refunds are not generally available for incorrect purchases, change of mind, misuse or customer-caused damage unless required by law.

Where a customer is legally entitled to a refund, store credit will not be substituted without their agreement.

10. Replacements

Where a replacement is agreed or required, we will arrange supply within a reasonable timeframe.

As some products are sourced through local or international suppliers, replacement availability and shipping times may vary.

We will communicate relevant delivery information where possible.

If a suitable replacement cannot be provided, another appropriate remedy will be arranged in accordance with applicable New Zealand consumer law.

11. Product Warranties and Assessments

Some automotive components may include a manufacturer's or supplier's warranty.

These warranties operate in addition to, and do not replace, customers' rights under the Consumer Guarantees Act 1993.

Where a product fault is reported, a reasonable assessment may be required to identify the cause.

This may involve reviewing:

• The reported fault or defect

• Product specifications and part numbers

• Installation details

• Photographs or videos

• Signs of damage, modification or misuse

• Supplier or manufacturer technical information

If a fault is confirmed, we will provide the remedy required by applicable law.

An expired manufacturer warranty does not automatically mean that a customer's rights under the Consumer Guarantees Act have ended.

12. Order Cancellations

If you wish to request cancellation of an order, please contact us as soon as possible.

Once an order has entered processing, been submitted to a supplier or been dispatched, cancellation may not be possible.

Frazys Auto Parts does not generally accept cancellations for change of mind or incorrect product selection.

Where an order cannot be fulfilled, an agreed delivery obligation is not met, or another legal right to cancellation arises, we will provide the appropriate remedy required under New Zealand law.

13. New Zealand Consumer Guarantees

All applicable consumer purchases are protected by the Consumer Guarantees Act 1993 and other relevant New Zealand consumer protection legislation.

These protections include guarantees that goods must:

• Be of acceptable quality

• Be reasonably fit for their intended purpose

• Match their description

• Comply with applicable representations and guarantees

• Be supplied in accordance with other applicable legal requirements

The remedy available depends on the nature and seriousness of the failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

14. Contact Information

For returns, refunds, warranty enquiries or product concerns, please contact:

Frazys Auto Parts

New Zealand

Email: sales@frazysautoparts.com

Website: https://frazysautoparts.com

Please include your order number and a description of your enquiry so our team can assist you efficiently.

New parts. Fair prices. Real support.