Returns, Cancellation & Refund Policy

1. Purpose

This policy explains the operational process for cancellations, wrong parts, returns and refunds. It does not reduce any right a consumer has under South African law.

2. Before supplier order / purchase order release

If the customer asks to cancel before AutoSourceSA has committed to the supplier, AutoSourceSA should cancel the transaction and refund any amount paid, subject only to lawful deductions that were clearly disclosed and actually applicable.

3. Advance orders and special-order goods

The Consumer Protection Act allows cancellation of many advance orders subject to a reasonable cancellation charge, but the statutory advance-order cancellation provision does not apply to special-order goods. AutoSourceSA will assess whether a part is genuinely special-order in the circumstances rather than treating every VIN-sourced item as automatically non-returnable.

4. Electronic cooling-off rights

For electronic transactions, a statutory seven-day cooling-off right may apply to goods after receipt. The Electronic Communications and Transactions Act contains exceptions, including certain goods made to the consumer's specifications, clearly personalised goods and goods that by their nature cannot be returned. Where a statutory cooling-off right applies, AutoSourceSA will process it accordingly.

5. Wrong, mixed or non-conforming goods

If the delivered part is not the item agreed, is mixed with goods not ordered, or does not conform to the agreed description/specification, contact AutoSourceSA promptly and do not install or alter the part. Where the return falls within statutory rights, collection/return costs will be handled as required by law.

6. Suitability for a disclosed purpose

Where the customer specifically communicated the intended purpose and relied on AutoSourceSA/supplier expertise, statutory rights may apply if the supplied goods are unsuitable for that purpose. The CPA provides a return route in certain circumstances within 10 business days.

7. Defective or unsafe goods

If goods fail the statutory quality standards, the CPA provides an implied warranty of quality. Within six months after delivery, a consumer may return qualifying defective/unsafe goods without penalty and at the supplier's risk and expense and direct the supplier to repair, replace or refund, subject to the Act.

8. Installed, altered or damaged parts

Certain ordinary return rights may not apply once goods have been installed, affixed, altered, combined or disassembled. This is not a blanket exclusion of defective-goods rights. Defect/warranty claims will still be assessed under the applicable law and warranty terms.

9. Customer ordering error

If AutoSourceSA supplied exactly the part/condition agreed based on inaccurate or incomplete information supplied by the customer, a discretionary return may depend on whether the supplier accepts the part back and whether law grants a return right. Any restocking or return charge must be reasonable and lawful and will be disclosed before being deducted.

10. Return condition and evidence

Keep packaging, labels and the part in its received condition where reasonably possible. Do not erase part numbers or serial numbers. AutoSourceSA may request photographs, diagnostic evidence, proof of installation/removal and the order number to assess a claim, provided those requirements are reasonable and do not unlawfully obstruct statutory rights.

11. Refund method

Approved refunds will ordinarily be made to the original payment method or another verified account in the customer's name, subject to payment-provider and fraud-control requirements. Processing times may depend on the payment provider or bank.

12. How to start a return

Contact and provide the AutoSourceSA request/order number, part details, reason for return and supporting photographs/documents. Do not send a part directly to a supplier unless AutoSourceSA has issued return instructions.