Policies & Fees

Platform Fees

• Customer Service Fee: 2.7% of the quoted price is charged when you accept a quote on requested items. 0% fee on new direct listing items. This fee is non-refundable.
• Seller Service Fee: Starts at 11% (Bronze), reduces based on tier and rating: Silver 10%, Gold 9%, Platinum 8%. New sellers get a 30% discount on their first 3 sales.
• Seller Return Fee: A 2.10% non-refundable fee is charged to the seller on any return or where the seller has posted an incorrect product. If a customer returns for change of mind, the customer is charged the 2.10% fee instead.
• Currency Conversion Fee: A 1% non-refundable fee is charged on any transaction requiring currency conversion.
• Stripe Dispute Fee: A $25 non-refundable fee applies to any bank-initiated dispute claim (including "didn't receive", "fraud", or "not as described" claims). This fee is charged by our payment provider and is non-refundable regardless of dispute outcome.
• Posting a request is FREE for all customers.
• Joining is FREE for both customers and sellers — no membership or registration fees.
• Fees are only charged when a transaction is completed.
• All fees are exclusive of GST. AutoPart Connect is not currently registered for GST. This may change if annual turnover exceeds the ATO registration threshold.
• All platform fees listed above are non-refundable once the service has been rendered, except where required by Australian Consumer Law.

Stripe Secure Payment Protection

• When you accept a quote and pay, your funds are processed securely via Stripe and held until you confirm delivery.
• Payment is only released to the vendor after you confirm delivery and are satisfied with the part received.
• Disputes may delay the release of funds until the matter is resolved.
• If there is a dispute, lodge a complaint through the platform before confirming delivery.
• Nothing in this policy prevents either party from pursuing remedies through a court or tribunal.

Your Rights Under Australian Consumer Law (Buyers)

All goods sold on AutoPart Connect come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). These rights apply regardless of any seller's stated return policy.

When you can request a return or refund

• The item is faulty or defective
• The item is unsafe
• The item is incorrect (you received something different from what you ordered)
• The item does not match the description or specifications
• The item was damaged in transit

Major vs minor failure

• Major failure (unsafe, substantially different from description, or unfit for purpose): you can choose a refund or replacement, plus compensation for any reasonably foreseeable loss.
• Minor failure: the seller may repair, replace, or refund (refund if repair isn't possible within a reasonable time).

Change of mind

Some sellers may accept change-of-mind returns at their discretion. When accepted: the item must be unused, original packaging may be required, and return shipping is typically at the buyer's cost. The 2.7% Customer Service Fee is non-refundable on change-of-mind returns.

How to request a return

1. Contact the seller through the AutoPart Connect messaging system
2. Provide proof of purchase (your order ID)
3. Provide clear photos and a description of the issue
4. If the seller does not respond within 7 days, lodge a complaint and we will mediate

Seller Return Obligations (ACL)

Every seller on AutoPart Connect must comply with the Australian Consumer Law. The following is built into the platform and cannot be disabled when you create a quote or listing.

Mandatory return reasons (always accepted)

• Faulty or defective
• Wrong item received
• Not as described
• Damaged in transit
• Unsafe

For any of the above, the seller must offer a repair, replacement, or refund, and the seller is responsible for return shipping costs.

Optional return reasons (seller choice)

Sellers may choose to also accept change of mind, ordered by mistake, or incorrect fit/spec selected by buyer. If enabled, the seller must define:

• Return window (e.g. 7, 14, or 30 days)
• Item condition required (unused, original packaging)
• Who pays return shipping (buyer or seller)

Prohibited seller practices

• Stating "no refunds" or "all sales final" for faulty goods
• Excluding, restricting, or misrepresenting ACL consumer guarantees
• Requiring original packaging for faulty or incorrect-item returns
• Charging unlawful fees or restocking fees on valid ACL claims
• Refusing valid returns or unreasonably delaying resolution

Warranty requirements

Sellers must honour ACL consumer guarantees automatically. Any additional warranty offered through the quote wizard must state a clear duration and coverage (repair, replacement, or refund). Warranty is always in addition to — never a substitute for — the buyer's ACL rights.

Dispute response window & enforcement

• Sellers must respond to a buyer return request within 7 days. Non-response triggers automatic escalation to AutoPart Connect mediation.
• Violations follow a 3-tier penalty framework: warning → 7-day account restriction → permanent suspension.
• Repeated non-compliance with ACL may also be reported to Fair Trading or the ACCC.

Cancellation Policy

• Before shipping: A Customer may request cancellation at any time before the Vendor dispatches the part.
• Vendor responsible (inability to supply, unreasonable delay, non-response): Full refund of the Quoted Price to the original payment method.
• Customer responsible (change of mind): Customer Connection Fee retained as a Cancellation Fee; remaining Quoted Price refunded.
• After shipping: Cancellation requests may not be accepted unless required under Australian Consumer Law. Any returns are subject to the Vendor's return conditions and the Customer's rights under ACL.
• Faulty/damaged/incorrect parts: The Vendor is responsible for providing a repair, replacement, or refund under Australian Consumer Law, and the Vendor must cover return shipping costs for these ACL-mandatory returns.
• Change of mind: Refunds are at the Vendor's discretion. The Customer Connection Fee (2.7%) is non-refundable. The customer is charged a 2.10% return fee for change of mind returns. Restocking or return shipping costs may also apply.
• Inactive transactions: If a transaction remains inactive beyond the delivery timeframe and contact attempts fail, AutoPart Connect may cancel the transaction.
• Refunds are processed within 5-10 business days to the original payment method, subject to payment provider processing times.

Dispute Resolution

All payments are processed securely via Stripe and held by AutoPart Connect. If a dispute arises, the following process applies:

1. Inspection & Complaint

• Inspection: When you receive the part, check it matches the description, condition, and details provided by the vendor.
• Direct resolution first: If a part is defective or not as described, buyers must first try to resolve the issue directly with the vendor.
• Lodge a Complaint: If the issue remains unresolved, submit a complaint through the platform. We may be able to assist. As we only provide the platform services, we are not responsible for the dispute.
• The vendor will have 7 days to respond and agree to a resolution (refund, replacement, or partial credit).

2. AutoPart Connect Mediation

• If the vendor disagrees or does not respond, AutoPart Connect will mediate the dispute.
• We will review evidence from both the customer and vendor (photos, descriptions, communications).
• AutoPart Connect will make a determination on how funds should be allocated (full refund, partial refund, or payment release to vendor).
• During mediation, funds remain securely held — neither party can access them until resolution.

3. External Resolution

• If you are not satisfied with AutoPart Connect's mediation outcome, you may escalate the matter to the relevant Ombudsman or government dispute resolution agency.
• Australian Consumer Law (ACL): You are always protected by law. The ACL provides automatic guarantees that products must be of acceptable quality and fit for purpose.
• Remedies: If the product fails a consumer guarantee, you are entitled to a repair, replacement, or refund directly from the vendor.
• Government Agencies: You may file a claim through Fair Trading NSW, your state consumer protection agency, or the ACCC.
• Buyers may choose to escalate the matter to a court or tribunal at any time. Nothing in this policy prevents either party from pursuing remedies through a court or tribunal of competent jurisdiction.

Ratings & Complaints

• After a transaction is completed, Customers are encouraged to rate their Vendor (1-5 stars) and leave a review.
• Ratings help other Customers evaluate Vendors and contribute to the Vendor's Tier ranking.
• Customers may raise formal complaints against Vendors through the Platform's complaint system.
• AutoPart Connect will investigate complaints and may take action including suspension of Vendor accounts.
• Ratings and reviews must be honest and accurate. AutoPart Connect reserves the right to remove fraudulent reviews.

Customer Responsibilities

• It is the customer's responsibility to provide exact and accurate details of the parts required.
• This includes: correct vehicle registration, VIN, make, model, year, registered state, body colour, engine size, fuel type, transmission, and part number where available.
• AutoPart Connect will not be held liable for incorrect parts ordered due to wrong information provided by the customer.
• We strongly recommend double-checking all details before confirming your order.
• Customers must not request payments outside of the Platform from Vendors.
• If you are unsure, use our AI Chat assistant or call us and we will help verify the correct part for your vehicle.

Delivery & Shipping

• Parts are shipped directly from our seller partners to your address.
• Typical delivery time is 2-5 business days after payment confirmation.
• Delivery charges (if any) will be included in the quoted price.
• Please ensure someone is available to receive the delivery at the provided address.
• Any damage during transit should be reported within 24 hours of delivery with photographic evidence.

Mandatory Delivery Proof Requirements

Sellers and their delivery partners must comply with the following strict proof-of-delivery requirements for every shipment:

• Tracking Number: A valid tracking number must be provided upon dispatch and entered into the platform.
• Delivery Confirmation: The delivery organisation must obtain and record a signed delivery confirmation or equivalent proof of receipt.
• Photographic Evidence: The delivery organisation must take photos of the delivered package at the delivery location as evidence of successful delivery.
• Communication Logs: All communications between the seller, delivery organisation, and the platform regarding the shipment must be retained and available for dispute resolution.
• Failure to provide adequate delivery proof may result in a dispute being resolved in the customer's favour.

Payment & Refund Policy

• All payments are processed securely via Stripe. AutoPart Connect facilitates payments between Customers and Vendors and does not hold funds in its own account.
• Full payment of the Quoted Price and applicable Customer Service Fee is required upon acceptance of a Quote.
• If a part is faulty, damaged, unsafe, or not as described, the full purchase amount (including fees) will be refunded to the original payment method as required under Australian Consumer Law.
• Change of mind: Refunds are at the Vendor's discretion. The Customer Connection Fee (2.7%) is non-refundable. The customer is charged a 2.10% fee for change of mind returns. Processing fees and restocking costs may be deducted.
• All refunds are processed to the original payment method unless the Customer agrees to receive Platform Credits.
• Refunds are generally processed within 5-10 business days, subject to payment provider processing times.
• If a payment is reversed, disputed, or subject to a chargeback, AutoPart Connect may suspend the relevant transaction and/or accounts while investigated.
• Nothing in this policy excludes, restricts, or modifies any rights under Australian Consumer Law.

Sourcing Timeline

• Vendors aim to provide quotes within 1-3 business days of a Part Enquiry being posted.
• Some rare or specialist parts may take longer to source.
• You will be notified if no vendor can source your requested part.
• Quotes are valid for 7 days from the date of issue.