Refund policy

Returns and Refunds Policy

Last updated: August 2026

We want you to be satisfied with your purchase. If you have received an incorrect, damaged or faulty product, or would like to request a change-of-mind return, please contact Engine Master Australia before returning the product.

This policy does not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law.

Change-of-mind returns

Engine Master Australia accepts eligible new and unused products for return or exchange within 30 days.

To qualify for a change-of-mind return, the product must:

  • be unused, uninstalled and in saleable condition;

  • be complete, with all components, accessories, instructions and documentation;

  • be returned in its original undamaged packaging;

  • have no labels, tape, writing or markings applied directly to the manufacturer’s packaging;

  • include the original order or invoice number; and

  • have an approved return authorisation number.

Please contact us to request return authorisation before sending anything back.

Change-of-mind returns that arrive without authorisation or the required information may take longer to process. Products that do not satisfy the eligibility requirements may be refused or returned to the customer at the customer’s expense.

Approval of a return request does not guarantee a refund or exchange. Returned products are inspected after they arrive.

Products that have been fitted or modified

We cannot accept a change-of-mind return for a product that has been:

  • installed or subjected to an attempted installation;

  • used or operated;

  • disassembled;

  • drilled, cut, welded or painted;

  • altered or modified;

  • damaged through handling or installation; or

  • fitted contrary to the manufacturer’s instructions.

Please check the product carefully before beginning installation or modification.

These restrictions apply to change-of-mind returns. They do not exclude rights that may apply where a product is faulty, unsafe, incorrectly supplied, does not match its description or otherwise fails to meet a consumer guarantee.

Checking compatibility before installation

Before installation, the customer or installer should check that:

  • the product supplied matches the order;

  • the product is suitable for the intended vehicle, engine or application;

  • its configuration and dimensions correspond with the component being replaced;

  • all required components are present; and

  • there is no visible damage or defect.

If anything appears incorrect, incomplete or damaged, stop and contact us before installation or modification.

Damage caused by incorrect installation, misuse, unauthorised modification, improper handling or failure to follow the manufacturer’s instructions may not be covered. This does not affect rights relating to an underlying product fault or other failure to meet a consumer guarantee.

Professional installation may be required for certain products.

Products excluded from change-of-mind returns

Unless we expressly agree otherwise, change-of-mind returns are not accepted for:

  • special-order, custom-made or made-to-order products;

  • clearance products;

  • opened software, videos or copyrighted materials;

  • electronic products or software containing an activated, registered or redeemed licence;

  • products that have been installed, used, modified or damaged;

  • products without their original packaging;

  • products that cannot be resold for hygiene, safety, licensing or regulatory reasons; and

  • restricted goods where return transport cannot lawfully or safely be arranged.

These exclusions do not apply where the product fails to meet a consumer guarantee or where another right to a remedy applies by law.

Change-of-mind return costs

The customer is responsible for the cost and risk of returning a change-of-mind product.

Original shipping charges and any separately disclosed payment surcharge are not refundable for a change-of-mind return, except where required by law.

We may provide access to our capped-price Australia Post return service where the product meets Australia Post’s eligibility, size, weight and transport requirements:

https://return.auspost.com.au/ENGINE_MASTER

Where the capped-price service is unsuitable, we may assist with arranging a courier collection. The agreed return freight cost will be deducted from the refund or otherwise paid by the customer.

Please package the product securely. Engine Master Australia is not responsible for loss or damage caused by inadequate return packaging or the customer’s chosen return carrier.

Restocking fees

An approved change-of-mind return may be subject to a restocking fee of up to 15% of the product’s purchase price.

The applicable fee will depend on the reasonable costs associated with inspecting, testing, repackaging and returning the product to saleable stock. We will advise you of the proposed fee before finalising the return wherever practicable.

Restocking fees do not apply to products returned because they are faulty, damaged in transit, incorrectly supplied or otherwise fail to meet a consumer guarantee.

Exchanges

Eligible change-of-mind products may be exchanged, subject to stock availability.

The customer is responsible for:

  • change-of-mind return freight;

  • delivery charges for the replacement product; and

  • any difference in product price.

If the replacement product costs less, the balance will be handled as part of the approved return. If it costs more, the difference must be paid before dispatch.

Faulty, damaged or incorrectly supplied products

If you believe a product is faulty, damaged, incomplete, incorrectly supplied or not as described, contact us promptly with:

  • your order or invoice number;

  • a description of the issue;

  • photographs or video showing the product, issue and packaging where relevant;

  • vehicle, engine and application details where relevant; and

  • details of any testing, installation or diagnosis already performed.

Do not continue using, installing, dismantling or modifying a product after discovering a possible problem, as doing so may cause additional damage or make assessment more difficult.

We may inspect or test the product before confirming the appropriate remedy. An inspection does not limit your rights under the Australian Consumer Law.

Consumer guarantees

Products sold by Engine Master Australia may come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, an eligible consumer may be entitled to choose a refund or replacement.

If a product has a minor problem, Engine Master Australia may choose to provide a repair or another appropriate remedy. If the problem cannot be remedied within a reasonable time, further rights may apply.

Consumer guarantees may also provide rights where a product:

  • is not of acceptable quality;

  • is unsafe;

  • does not match its description, sample or demonstration model;

  • is not fit for its usual purpose;

  • is not fit for a purpose made known before purchase; or

  • was supplied incorrectly.

Consumer-guarantee rights are not limited to 30 days and may continue beyond any manufacturer’s or voluntary warranty period.

A remedy may not be available where the problem was caused by misuse, incorrect installation, abnormal use, unauthorised modification, accidental damage or failure to follow supplied instructions. Each claim will be assessed on its circumstances.

Return freight for faulty products

Please contact us before returning a product for assessment. We will provide return instructions and confirm whether the product should be posted, delivered to a nominated location or collected.

For products that can be returned easily, you may initially be asked to pay reasonable return costs. Where the product is confirmed to have a fault or other failure covered by the Australian Consumer Law, we will reimburse reasonable return costs.

Please obtain written approval before using an unusually expensive or expedited return service. If a more expensive service is used without approval when a suitable lower-cost option was available, reimbursement may be limited to the reasonable cost of the suitable service.

Where a product is large, heavy or difficult to return and returning it would involve significant cost, contact us so that we can arrange an appropriate inspection, collection or freight service.

The capped-price Australia Post amount does not limit reimbursement of reasonable return costs where the Australian Consumer Law requires those costs to be reimbursed.

Assessment results

If testing confirms that the product is not faulty or that the problem resulted from incorrect installation, misuse, modification, accidental damage or another excluded cause, we will contact you with the assessment outcome.

In those circumstances, reasonable testing, return freight, collection or redelivery costs may be payable by the customer where permitted by law. We will explain any proposed charge before proceeding.

If the product is covered by a consumer guarantee, no restocking or assessment fee will be deducted from the applicable remedy.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will generally be made to the original payment method unless we and the customer agree otherwise.

For an eligible change-of-mind return, the refund may be reduced by:

  • the applicable restocking fee;

  • an agreed courier collection cost;

  • non-refundable original shipping charges; and

  • any separately disclosed payment surcharge,

except where otherwise required by law.

Where a refund is provided because a product fails to meet a consumer guarantee, deductions will not be made where doing so would be inconsistent with the customer’s legal rights.

Your bank or payment provider may require additional processing time before the refund appears in your account.

Products damaged during delivery and order shortages

Please inspect the external packaging before signing for a delivery where reasonably possible. Any visible damage should be recorded on the carrier’s delivery receipt or proof of delivery.

After delivery, inspect the goods and check them against your order promptly.

To help us investigate and make a freight claim, please notify us:

  • of damage within 48 hours of delivery; and

  • of missing products or shortages within 7 days of delivery.

Include your order number and clear photographs of the goods, labels and packaging. Keep the product and all original packaging while the matter is being assessed.

These notification periods help us pursue carrier claims. They do not exclude or limit rights or remedies that cannot lawfully be excluded.

Missing or discarded packaging

Original packaging is required for change-of-mind returns.

If you believe a product is faulty, damaged or incorrectly supplied but no longer have the original packaging, contact us before returning it. Send photographs of the product and the packaging available so we can provide appropriate instructions.

Missing packaging does not automatically remove rights that may apply under the Australian Consumer Law, although suitable packaging will still be required to protect the product during return transport.

How to request a return

Before sending anything back:

  1. Contact Engine Master Australia with your order or invoice number and the reason for the return.

  2. Provide photographs, video and product or application details where requested.

  3. Wait for return approval, a return authorisation number and delivery instructions.

  4. Package the product securely and include the requested documentation.

  5. Send the product only to the return address provided by our team.

Do not send returns to an address shown on an invoice without first confirming the current return instructions.

We are happy to work with you to understand the issue and reach an appropriate outcome.