Refund policy
Returns and Refunds Policy
Last updated: 2 October 2026
At Perth Appliance Spares we want you to get the right part, working, first time. This policy explains how we handle faulty items under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights.
At a Glance
- Faulty, damaged in transit, or wrong item sent by us: returnable. Contact us as soon as possible. We pay return postage. No fees.
- Change of mind, including a part ordered for the wrong appliance: not returnable.
Faulty, Damaged or Incorrect Items
If an item is faulty, arrives damaged, or is not what you ordered, we will put it right at no cost to you.
- Tell us as soon as you notice the problem. If your parcel arrives damaged, please let us know within 2 business days of delivery where possible, so we can lodge a claim with the carrier. This request does not affect your rights under the Australian Consumer Law.
- Send us the details: your order number, photos or video of the item and the problem, and your appliance's brand and model number.
- Assessment: we may need to inspect or test the item, or have it assessed by the manufacturer or supplier, before a remedy is decided.
- Remedy: for a major failure you can choose a refund or a replacement. For a failure that is not major, we may choose to repair, replace or refund.
- Costs: we pay return postage for approved claims, and refund the original delivery fee when you receive a full refund.
Wrong Item
If we sent the wrong item, or our website listing was wrong (incorrect photo, description or compatibility information), we treat it as our error. If you ordered a part that does not suit your appliance, please see Change of Mind.
When a Claim Is Not Covered
The Australian Consumer Law does not cover problems caused after the item left us. A claim is not covered where the problem was caused by:
- incorrect installation, wiring or connection
- misuse, accidental or physical damage after delivery
- a fault elsewhere in the appliance, such as a shorted motor, damaged wiring or a water leak
- lightning strikes or faults in the electrical supply
- fitting the part to an appliance it is not listed as compatible with
A part that works correctly but does not fix your appliance is not faulty. This usually means the fault lies elsewhere in the appliance.
If our assessment finds an item is not faulty, we will explain why and send it back to you. In that case we may charge reasonable inspection or testing costs and the postage to return it to you. We will give you an estimate of those costs before you send the item.
Electrical Parts
Electrical parts are covered for genuine faults in the same way as every other item. Because they are easily damaged by incorrect installation or by a fault elsewhere in the appliance, we assess every claim carefully.
Electrical parts include any part that connects to mains power or the appliance's wiring, such as control boards, PCBs, timers, motors, pumps, fans, elements, thermostats, sensors, switches, solenoids, igniters, relays, capacitors and wiring harnesses.
Fault Claims on Electrical Parts
We test every returned electrical part before deciding a remedy. A claim is not covered if the part shows signs of installation damage or tampering, including:
- burn or scorch marks, or melted, bent or modified terminals
- cut, altered or re-terminated wiring
- missing, removed or damaged labels, serial numbers or seals
- liquid damage or physical damage
We strongly recommend electrical parts are fitted by a qualified appliance technician or licensed electrician, with the power isolated. Damage caused by incorrect installation is not a fault in the part.
Change of Mind
We do not accept returns or exchanges for change of mind. This includes a part that is no longer needed, a part found cheaper elsewhere, and a part ordered for the wrong appliance, unless our listing was wrong.
Please check your appliance's model number before ordering, or call us on
(08) 6390 7132 and we will confirm the right part for you.
This does not affect your rights if an item is faulty, which are covered under Faulty, Damaged or Incorrect Items.
How to Return an Item
Please contact us before sending anything back, so we can match the item to your order and assess it quickly.
- Contact us at spares@perthappliancespares.com.au or (08) 6390 7132 with your order number, the reason for the return, and photos of the item.
- Receive a Return Authorisation. We reply with a Return Authorisation (RA) number and return instructions, usually within 3 business days.
- Send or drop off the item. Pack it securely and write the RA number on the parcel. Post it to the address we give you, or drop it off at our store at [STORE ADDRESS] during opening hours.
- We inspect the item and confirm the outcome by email.
Items sent without an RA number may be delayed while we identify the order. Please use a tracked postage service, as we cannot process an item we have not received.
Refunds and Return Costs
Approved refunds are processed within 5 business days of us receiving and inspecting the item, to your original payment method. Your bank may take a further 3 to 5 business days to show the funds.
For a faulty item or our error, we refund the full price paid and the original delivery fee, and we pay return postage.
We offer store credit instead of a refund only if you choose it.
Order Cancellations and Special Orders
Stock Items
You can cancel an order before it is dispatched or collected. A 5% administration fee applies to cover payment processing costs. Once an order has been dispatched it cannot be cancelled or returned for change of mind.
Special Order Items
Special order items cannot be cancelled or returned for change of mind once we have ordered them from our supplier. If we agree to an exception, a 30% restocking fee applies.
Special Order Lead Times
Special order items usually arrive within 7 to 10 business days. Lead times depend on our suppliers and can be longer, and we will keep you updated. If we cannot obtain a part, we will refund you in full.
How to Cancel
To cancel an order, please call us on (08) 6390 7132 as soon as possible. Email requests can take 3 to 5 business days to answer, and an order may be dispatched in that time.
Questions?
Contact our team at spares@perthappliancespares.com.au or (08) 6390 7132.
Thank you for choosing Perth Appliance Spares.