Returns & Refunds Policy

Effective date: 9 September 2026

This Returns & Refunds Policy applies to products purchased from Big Power Parts, operated by ML GROUP BUSINESS PTY LTD (ABN 52 669 512 449) through https://bigpowerparts.com.au or directly from us.

Contact details:

• Email: support@bigpowerparts.com.au
• Phone: +61 435 187 868
• Address: 38 Stephen Road, Dandenong South VIC 3175, Australia

1. Your Australian Consumer Law rights

Nothing in this Returns & Refunds Policy excludes, restricts or modifies your rights under the Australian Consumer Law.

If a product has a major failure and you are entitled to reject it under the Australian Consumer Law, you can choose a refund or replacement. If a product has a minor failure, we may choose to repair, replace or refund the product within a reasonable time. If we cannot remedy a minor failure within a reasonable time, you may have further rights, including a refund, replacement or reimbursement of reasonable repair costs. You may also be entitled to compensation for other reasonably foreseeable loss or damage where required by law.

You are not entitled to a remedy under the Australian Consumer Law where the issue was caused by misuse, abnormal use, incorrect installation, incorrect operation, lack of correct maintenance, accidental damage, modification, failure to follow instructions, or because you changed your mind after purchase.

2. Change of mind returns

We may accept change of mind returns within 14 days of delivery, but only if we approve the return before the product is sent back.

For a change of mind return, the product must:

• be unused, uninstalled, undamaged and in as-new condition
• be in its original packaging with all labels, manuals, accessories, seals and parts included
• not have been fitted, programmed, modified, assembled, marked, painted, contaminated or used
• be safely packed for return transport
• be accompanied by proof of purchase.

Change of mind returns are not available for:

• pre-order, special-order, custom, made-to-order or non-stock products sourced specifically for you, unless we expressly approve a change-of-mind cancellation or return
• electrical, electronic, programmed or control modules once opened or supplied
• installed, used, damaged, incomplete or marked products
• clearance, final sale or discontinued products
• products sold by the metre, cut to length, modified or prepared to your request
• hazardous, dangerous, oversized or bulky products where return transport is impractical or restricted
• products that cannot be resold as new.

For approved change of mind returns, you are responsible for return freight, insurance and safe packaging. Original shipping, handling and payment fees are not refundable unless required by law. We do not charge a restocking fee for products supplied from our own stock. A restocking fee applies only where we approve a change-of-mind cancellation or return of a pre-order or non-stock product that we have ordered specifically for you from a local or overseas manufacturer or supplier. The fee is the lower of 20% of the price paid for the affected product (including GST and excluding separately charged freight) and our reasonable, documented cancellation or restocking costs actually incurred for that product. We do not recover the same cost twice through this fee and any separate charge. This calculation must be disclosed before purchase, and we will confirm the fee and explain its basis before you proceed with the cancellation or return. A product being imported does not by itself attract a restocking fee if it was supplied from our own stock. Restocking fees do not apply to remedies you are entitled to under the Australian Consumer Law.

3. Faulty, incorrect or incompatible products

Please report delivery and fitment issues within 30 days where practical so we can investigate promptly. Contact us if a product is faulty, damaged in transit, not as described, incomplete, different from what you ordered, or not compatible with the machine, equipment or vehicle where:

• the product page stated that it was compatible
• we confirmed compatibility before purchase based on accurate and complete information from you, including where you reasonably relied on our advice
• the product supplied does not match the product ordered
• the compatibility issue is caused by a product fault or incorrect supply.

The 30 day reporting request is not a deadline for Australian Consumer Law claims. Consumer guarantees can continue beyond any stated return or warranty period.

Please provide:

• proof of purchase
• order number or invoice number, where available
• photographs or video showing the issue, where practical
• product part number, serial number, machine model and fitment details, where relevant and available
• a clear description of the issue and how it occurred.

We may need to inspect or test the product before confirming the appropriate remedy. Some products may need to be assessed by the manufacturer, supplier or an authorised repairer.

4. Installation, operation and maintenance

A claim may be declined to the extent the problem was caused by incorrect installation, incorrect operation, lack of correct maintenance, contamination, overheating, overloading, incorrect fluids or filters, unsafe use, modification or failure to follow instructions. An unrelated installation or maintenance issue does not remove your consumer guarantee rights.

For machinery parts, we may request installation records, service records, photos, diagnostic reports, fluid or filter details, or evidence that the part was installed and operated correctly before approving a return.

This does not limit any rights you have under the Australian Consumer Law.

5. Products damaged in transit

Please inspect delivered products as soon as possible. If packaging or products appear damaged, take photographs before unpacking further and contact us within 48 hours of delivery where practical.

Delay in reporting transit damage may affect our ability to make a freight claim, but it does not limit any rights you have under the Australian Consumer Law.

6. Incorrect product selection

If you order the wrong product, or the product is not suitable because incorrect or incomplete information was provided to us, this will usually be treated as a change of mind return unless the Australian Consumer Law requires otherwise.

We strongly recommend confirming part numbers, machine model, serial number, dimensions and compatibility before ordering. A product will not be treated as incompatible simply because it is not suitable for an application, modification or machine detail that was not disclosed to us before purchase.

7. Product condition and returns

We sell new, used and reconditioned products. Used and reconditioned products may show wear, marks, previous use, repair history, cosmetic differences or shorter remaining service life compared with new products. These characteristics are not faults if they were disclosed or are reasonably expected for the product condition.

Return eligibility may differ for new, used and reconditioned products, subject to the Australian Consumer Law and any specific terms shown on the product page, quote, invoice or written confirmation from us.

8. How to request a return

Before returning any product, contact us for return approval and return instructions. We may issue a return authorisation number. Contacting us first helps us arrange safe transport and assessment. Not obtaining a return authorisation does not remove your Australian Consumer Law rights.

Return products must be packed safely and securely. For change-of-mind returns, you are responsible for arranging safe return transport. For faulty goods, we will reimburse reasonable return costs once a fault covered by consumer guarantees is confirmed. Where goods cannot be easily returned because of their size, weight or the nature of the fault, we will arrange collection at our expense where required by law.

9. Refunds

Approved refunds will usually be processed to the original payment method within 10 business days after we receive and assess the returned product. Your bank, card provider or payment platform may take additional time to make funds available.

A product refund under our voluntary policies does not reimburse labour costs you incur for diagnosis, removal, fitting or reinstallation. This does not limit compensation or reimbursement required by the Australian Consumer Law.

Deductions for approved change-of-mind returns are limited to lawful charges disclosed under section 2. We do not deduct restocking fees, amounts for use or depreciation, or unrelated debts from a refund owed for a failure of consumer guarantees.

10. Exchanges and replacements

Where a replacement is available and appropriate, we may provide a replacement product. If the same product is unavailable, we may offer a suitable alternative or refund where required.

For an accepted warranty or Australian Consumer Law claim, we pay the freight to send a repaired or replacement product back to you.

Replacement products are subject to the same Australian Consumer Law rights and any applicable warranty terms.

11. No return of unsafe or contaminated products

For safety reasons, we may refuse to handle products that are contaminated, contain fluids, fuel, oil, chemicals, sharp materials, biological matter or other hazards unless they have been cleaned, drained and made safe for transport and inspection.

This does not limit any rights you have under the Australian Consumer Law, but we may require reasonable safety steps before assessment.

12. Relationship with Warranty Policy

If your return relates to a product fault after use or installation, our Warranty Policy may also apply. We will assess the claim under this Returns & Refunds Policy, our Warranty Policy, and the Australian Consumer Law.