Refund and Returns Policy

Frankies Auto Electrics – Returns, Refunds & Warranty Policy

We want you to shop with confidence. If something is not right with your order, we’ll do our best to resolve the issue.

📦 14-Day Return Window

You have 14 business days from the date you receive your order to request a return. Items must be:

  • Unused and in original condition

  • In original packaging, including all out-of-the-box accessories (e.g., power cords, batteries)

  • Accompanied by proof of purchase (invoice or receipt)

🔁 Change of Mind Returns

We get it, sometimes things change. If you’ve had a change of mind:

  • Store credit only will be issued

  • A 10% admin fee applies (based on your original purchase total)

  • Original and return shipping costs are non-refundable

  • Credit is issued as a digital voucher, valid for 3 years

  • Credit is non-transferable and cannot be exchanged for cash

⚠️ Incorrect or Faulty Items

If we’ve sent the wrong item or it arrives damaged/faulty:

  • Notify us within 24 hours of receiving your order

  • Provide clear photos of the item and packaging

  • We’ll cover return shipping if the issue is our fault

  • You may choose a refund, replacement, or repair, depending on the situation

❌ Items We Can’t Accept Back

We are unable to accept returns for:

  • Items without original packaging or proof of purchase

  • Used, damaged, or non-resalable items

  • Factory seconds, clearance stock, or gift cards

  • Shipping or delivery fees

  • Products altered during installation

🛡️ Your Consumer Rights

This policy does not override your rights under the Australian Consumer Law. You are entitled to a refund or replacement for products that are:

  • Faulty or unsafe

  • Significantly different from the description or sample

  • Not fit for purpose and can’t be fixed in a reasonable time

🔧 Warranty Return Guidelines

We’re committed to supporting our customers beyond the sale. If your product experiences an issue, please refer to the relevant section below:

✅ 1. Returns Within 30 Days of Purchase

If your item develops a fault within 30 calendar days of delivery:

  • You may request a refund, replacement, or repair

  • Frankies Auto Electrics will cover return shipping if the fault is confirmed

To process your return:

  1. Secure the item in a protective box or bag

  2. Include a paper note inside with:

    • Your Name

    • Order Number

    • Reason for Return

    • Return Address

  3. Email us a photo or screenshot of the return label and tracking number

Return Address:
 Frankies Auto Electrics
 69 Princes Highway
 Albion Park Rail NSW 2527

 

🕐 2. Returns Within Warranty Period (After 30 Days)

If the fault occurs after 30 days but still within the product’s warranty period:

  • You may be eligible for repair or replacement, subject to inspection

  • The buyer is responsible for the return shipping cost (sending the item to us)

What to include:

  • Your Name

  • Order Number

  • Description of the fault

  • Return Address

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

  • A photo of the shipping label

  • The return tracking number

We will inspect the item upon arrival:

  • If faulty, we’ll proceed with repair or replacement

  • If the item is not faulty or the fault was caused by misuse/incorrect installation, the item will be returned at your cost

Processing time:
 Up to 21 days for supplier assessment and resolution

❗ 3. Out-of-Warranty Products

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

  • If the fault is associated with a known or recurring issue acknowledged by our supplier, we may still:

    • Accept the item for diagnostics

    • Assist with return to the supplier, even if out of warranty

Note: This does not guarantee a free repair. Approval and coverage are subject to the supplier’s decision.

📌 Additional Notes

  • Buyers are responsible for the cost of returning warranty items

  • Items must be returned in safe, original packaging to avoid transit damage

  • Proof of purchase is required

  • Returns with missing documentation or inadequate packaging may be declined

💬 Need Help?

We’re here to help with any questions or return requests:

  • Phone: (02) 4257-2636

  • Email: sales@frankiesautoelectrics.com.au

  • Website: Contact Us

📣 Heads Up

We may update this policy without notice. Any changes will apply to future orders once published on our website.