Autopartsonline.ie
Operated by Twin Isles Export Ltd.
VAT Number: IE4548222NH
CRO Number: 804995
Registered Address: 6 Fern Road, Sandyford, Dublin D18 FP98, Ireland
1. General Returns Policy
Autopartsonline.ie accepts returns and exchanges for eligible unused items returned in their original condition, with original packaging, labels, and all included parts, manuals, accessories, and components, subject to this Returns and Exchanges Policy.
This Policy does not limit or replace any mandatory consumer rights that apply by law. Where statutory consumer rights apply, those rights will continue to apply in addition to this Policy.
2. Change-of-Mind Returns
If you are a consumer purchasing online and a statutory cooling-off right applies to your order, you may cancel your purchase within 14 days of receiving the goods, subject to applicable legal exceptions.
To exercise this right, you must notify us clearly within the applicable cancellation period. Once you have notified us, the goods must be returned without undue delay and, where applicable law requires, no later than 14 days from the date you notified us of cancellation.
Returned goods must be handled with reasonable care. We reserve the right to inspect returned goods and, where permitted by law, reduce the refund if the goods show handling beyond what is necessary to establish their nature, characteristics, and functioning.
3. Business Customers
Statutory consumer cancellation rights may not apply to purchases made by business customers.
Any return accepted from a business customer is at our discretion unless the goods are faulty, incorrect, not as described, or otherwise covered by mandatory law.
4. Non-Returnable Items
Unless the item is faulty, incorrect, not as described, or otherwise required to be accepted by law, we may refuse returns for:
- Used, fitted, installed, damaged, or modified items;
- Items not returned in their original condition;
- Incomplete returns;
- Goods specially ordered, personalised, or made to customer specification;
- Sealed goods that are not suitable for return once unsealed, where a legal exception applies;
- Opened liquids, chemicals, cleaners, treatments, or similar consumable products;
- Items returned without sufficient proof of purchase;
- Electrical or sensitive parts that have been installed, tested in use, altered, unsealed, or handled in a way that affects resale, inspection, or safety.
EU consumer law recognises exceptions to the right of withdrawal for certain categories of goods, including goods made to the consumer’s specifications and certain sealed goods once unsealed.
5. Incorrect, Damaged, or Faulty Items
Customers should contact us promptly if an item received is:
- Incorrect;
- Damaged in transit;
- Defective;
- Not as described;
- Incomplete.
Customers should contact us before installing, fitting, modifying, or using the product where a fault, damage, or order issue is suspected.
Where goods are faulty, incorrectly supplied, or otherwise covered by statutory rights, those rights are not affected. Where required by law, we will be responsible for reasonable return costs for faulty or incorrectly supplied goods.
6. Condition of Returned Goods
To qualify for a return or exchange, goods should:
- Be unused;
- Be uninstalled and unfitted;
- Be in original packaging where possible;
- Include all components, manuals, labels, accessories, and parts;
- Be adequately packaged for return transit;
- Include sufficient proof of purchase or order information.
We may reject or reduce refunds for returns that are damaged during return transit due to poor or unsuitable packaging by the sender, where permitted by law.
7. Return Procedure
To request a return, customers should contact us with the following information:
- Order number;
- Full name;
- Product details;
- Reason for return;
- Photographs where relevant, especially for damaged, defective, incorrect, or incomplete items.
We may request additional information before approving a return or exchange.
Returns should not be sent until return instructions have been provided. Items returned without prior approval or without sufficient order details may be delayed or refused where we cannot identify or process the return.
8. Return Shipping Costs
For change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise required by law or expressly agreed by us in writing.
For faulty, damaged, incorrect, or not-as-described items, we will handle or reimburse reasonable return shipping costs where required by law or where we confirm responsibility for the issue.
9. Exchanges
We accept exchanges for eligible unused items, subject to approval and stock availability.
If the requested exchange item is unavailable, we may offer an alternative product, store credit, or a refund, depending on the circumstances and applicable law.
10. Refund Timing
Once a returned item has been received, inspected, approved, and stocked back in, any approved refund will be processed within 5 business days.
Refunds are normally issued to the original payment method used at checkout unless otherwise agreed. The time taken for funds to appear in the customer’s account may vary depending on the payment provider or bank.
11. Restocking Fee
We do not charge a restocking fee.
12. Refund Deductions
Where permitted by law, we reserve the right to deduct from any refund for:
- Diminished value caused by handling beyond what is necessary;
- Missing parts, accessories, manuals, labels, or packaging;
- Damage caused by poor return packaging;
- Original delivery costs beyond the standard delivery method, where legally permitted;
- Return-related charges caused by refused delivery, incorrect address details, failed delivery, unclaimed parcels, or customer error.
13. Compatibility and Ordering Errors
Customers are responsible for confirming fitment, compatibility, vehicle details, specifications, and part numbers before placing an order.
Orders placed for the wrong vehicle, wrong specification, incorrect part number, or unsuitable product may be treated as change-of-mind returns unless the product listing was materially inaccurate or the item supplied was incorrect.
14. Contact Information
For returns, exchanges, refunds, or order-related queries, please contact:
Twin Isles Export Ltd.
6 Fern Road, Sandyford, Dublin D18 FP98, Ireland
Website: Autopartsonline.ie
E-Mail: hello@autopartsonline.ie