Refund and Returns Policy

Frankies Auto Electrics – Returns, Refunds & Warranty Policy

We want you to shop with confidence. If something isn't quite right with your order, we'll work with you to achieve a fair and timely resolution.

🔁 Change of Mind Returns

We understand that circumstances can change. For change-of-mind returns:

  • Store credit only will be issued
  • A 10% administration fee applies (calculated on the original purchase total)
  • Original shipping and return shipping costs are non-refundable
  • Store credit is issued as a digital voucher, valid for 3 years
  • Store credit is non-transferable and not redeemable for cash

📦 14-Day Return Window

You have 14 business days from the date of delivery to request a return for eligible items. Returned items must be:

  • Unused and in original condition
  • In original packaging, including all accessories supplied (e.g. wiring, power cords, batteries)
  • Accompanied by valid proof of purchase (invoice or receipt)

This timeframe applies to change-of-mind returns only and does not limit your rights under the Australian Consumer Law.

⚠️ Incorrect, Damaged or Faulty Items

If you receive an incorrect item or your order arrives damaged or faulty:

Notify us within 24 hours of delivery:

  • Provide clear photos of the item and both internal and external packaging
  • Please retain the item, as the courier or supplier may require it to be returned for assessment
  • Where the issue is confirmed as our error, return shipping will be covered

Depending on the circumstances, you may be offered a refund, replacement, or repair, in line with warranty terms and Australian Consumer Law.

Notification timeframes for delivery issues do not limit your rights in relation to faulty goods under Australian Consumer Law.

❌ Items We Cannot Accept for Return

Returns cannot be accepted for:

  • Items without original packaging or proof of purchase
  • Used, damaged, or non-resalable items (excluding faults covered by Australian Consumer Law)
  • Factory seconds, clearance items, or gift cards (unless faulty)
  • Shipping or delivery fees
  • Products altered, modified, or damaged during installation

🛡️ Your Consumer Rights (Australian Consumer Law)

This policy does not limit or override your rights under the Australian Consumer Law (ACL).

You are entitled to a refund, repair, or replacement if goods are:

  • Faulty or unsafe
  • Significantly different from their description or sample
  • Not fit for purpose and cannot be fixed within a reasonable time

Major vs Minor Failures

A major failure occurs when a product:

  • Would not have been purchased had the fault been known
  • Is unsafe
  • Is significantly different from its description or sample
  • Cannot be repaired within a reasonable time

In the event of a major failure, you are entitled to choose a refund or replacement.

For minor failures, we may offer a repair or replacement within a reasonable timeframe.

🔧 Warranty Return Guidelines

We remain committed to supporting our customers beyond the point of sale. If your product develops a fault, please follow the process below.

✅ Warranty Returns (Within and Beyond 30 Days)

If a fault occurs within the applicable warranty period, you may be eligible for a repair, replacement, or refund, subject to inspection.

Return Shipping Responsibility

  • Within 30 days of delivery: Frankies Auto Electrics will cover return shipping if the fault is confirmed.
  • After 30 days (within warranty period): The buyer is responsible for return shipping costs (sending the item to us).

Reasonable return shipping costs may be reimbursed if a fault is confirmed, subject for approval.

📦 How to Return Your Item

  1. Package the item securely

    • Please use a sturdy box or padded packaging to prevent damage during transit.

  2. Include the following details inside the parcel:

    • Your full name
    • Order number
    • A clear description of the fault or issue
    • Your return address
    • All accessories originally supplied (e.g. wiring, power cords, batteries)

  3. Send the item to the return address below:

    Frankies Auto Electrics & Car Audio
69 Princes Highway
Albion Park Rail NSW 2527
Australia

  4. After dispatch, email us at sales@frankiesautoelectrics.com.au with:

    • A photo of the shipping label
    • The return tracking number

🔍 Inspection & Outcome

Upon receipt, the item will be inspected by our team or supplier:

  • If the item is confirmed faulty: We will proceed and send the faulty item to our supplier for repair or replacement in line with warranty terms.

  • If no fault is found, or the issue is due to misuse, modification, or incorrect installation: The item will be returned at the buyer's cost.

Inspection and supplier assessment are conducted in accordance with Australian Consumer Law and will not be used to delay or deny valid consumer claims.

⏳ Processing Time

Please allow up to 21 days or longer for supplier assessment and resolution, depending on the product and fault type.

❗ Out-of-Warranty Products

For items outside the warranty period, assistance is provided on a case-by-case basis.

If the issue relates to a known or recurring fault acknowledged by the supplier, we may:

  • Accept the item for diagnostic assessment
  • Assist with return to the supplier, even if out of warranty

This does not guarantee a free repair. Approval and cost coverage remain subject to supplier assessment.

📌 Additional Notes

  • Buyers may be responsible for return shipping costs unless stated otherwise
  • Items must be returned in safe, original packaging to prevent transit damage
  • Proof of purchase is mandatory
  • Returns with missing documentation or inadequate packaging may be declined
  • Installation by a qualified auto technician is strongly recommended. Damage caused by incorrect installation, misuse, or modification is not covered under warranty

💬 Need Help?

Our team is here to help with any return or warranty enquiries:

  • Phone: (02) 4257 2636
  • Email: sales@frankiesautoelectrics.com.au
  • Website: Contact – Frankies Auto Electrics

📣 Heads Up

This policy may be updated from time to time without notice. Any changes will apply to future orders once published on our website.