If we cannot find the part
A single part search that turns up nothing gets the sourcing fee credited in full against the next order, or refunded on request. We tell you which factories we approached and what each one said, so the empty result is documented rather than assumed.
Where a search is part of a monthly programme, an unsuccessful month is not billed as a used month.
If the component is wrong or does not fit
Send photographs of the component beside the one it replaces and the fault report from the workshop. If our buyer ordered the wrong revision against the VIN or serial you supplied, we refund the part price and the return freight, and we run the replacement on our own account.
- Claims must reach us within 10 days of delivery.
- Parts must stay in their original packaging with labels intact.
- Do not fit a suspect part, because a fitted component is treated as accepted.
- Machining or modification of a supplied part ends the return option.
Damage in transit
Photograph the carton before opening it if the outside is crushed, then photograph the component itself. Our consignments are insured, and the claim is filed by our broker rather than by you. Replacement stock is ordered as soon as the claim is registered, without waiting for the insurer to settle.
Factory backorder and cancellation
If a confirmed factory date slips past 45 days and we cannot find the same part from another audited source, you can cancel for a full refund of the part price and freight. Once the manufacturer has started a special press run or a custom machining job, the deposit is not recoverable, and we say so in the quote before you pay.
How refunds are paid
Refunds go back to the account or card that paid for the order, in Australian dollars, within five business days of approval. Bank charges from an overseas intermediary are not refunded because they are charged by the banks, not by us.
Nothing in this policy limits the consumer guarantees you hold under the Australian Consumer Law. Send every claim to novalogisticsshop@gmail.com with the order number in the subject line.