Refund policy

Refund policy

Refund & Returns Policy

Nothing in this policy limits or waives any right a customer may have under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or any other applicable law. Where this policy conflicts with a non-waivable statutory right, the law prevails.

Velocity Auto Spares supplies new parts only. We only supply new parts and do not sell used or second-hand components.

Proof of Purchase

We cannot process a return, supplier-error report, or defect/warranty claim without reasonable proof of purchase (for example: invoice, order confirmation email, payment confirmation, or delivery note).

1. Discretionary / Courtesy Returns (Change of Mind / Incorrect Order)

This section applies only to discretionary / courtesy returns for items that are unused, uninstalled, complete, and in original saleable condition. Installed, used, test-fitted, contaminated, incomplete, or altered items are not eligible for a discretionary return and must be handled through the relevant section below.

Kits and sets must be returned complete. We do not accept partial returns on kits or sets. If any component in a kit or set has been installed, used, test-fitted, contaminated, or is missing, the kit/set is not eligible for a discretionary return.

Return Window & Handling Fee

Items are eligible for a discretionary return within 7 days of delivery, provided that they remain in their original saleable condition, including the original product packaging.
Items returned after 7 days but within 30 days of delivery may, at our discretion, be considered subject to a 15% handling fee.

Condition of Returned Goods (Discretionary Returns)

Returned products must:

  • Be unused and uninstalled.
  • Be complete and not disassembled, altered, or modified.
  • Have all seals, protective films, and inner packaging intact and unbroken where applicable.
  • Where applicable (kits/sets), be returned complete with all included components, inserts, and packaging.
  • Be returned in a sealed outer shipping box (for example, the original outer shipping box or a suitable equivalent). The product box itself must not have courier labels, markings, or damage.

Items that do not meet these discretionary-return requirements may be returned to the customer at the customer’s cost, unless the return or remedy is required by law.

Return Packaging Requirements (Outer Box Required)

All discretionary returns must be packaged in a sealed outer box. Do not hand the item to the courier in the product’s original packaging. Couriers may apply waybills, labels, and stickers directly onto what they receive. If labels are placed on the product box, it can damage the packaging and make it unsellable.

The courier label/waybill must be attached to the outer box only. The product packaging must remain clean, unmarked, and saleable. This packaging rule does not override any return or remedy required by applicable law for defective or incorrectly supplied goods.

Courier Charges

Courier fees for outbound and return shipments are non-refundable for discretionary returns, except where applicable law requires us to bear the cost or risk.

Non-Returnable Items (Discretionary / Courtesy Returns)

The following items are not eligible for a discretionary return (they may still be handled as a supplier-error or defect/warranty matter where applicable):

  • Clutch kits and clutch components (including clutch plates, pressure plates, release bearings and CSCs) that have been installed, test-fitted, handled, contaminated (for example grease/oil/dirt), or show any signs of fitment.
  • Clutch kits and sets that are incomplete or have missing components.
  • Fuel pumps that have been fitted.
  • Electrical goods (unless defective or incorrectly supplied).
  • Automotive batteries that have been fitted, connected, activated, charged, test-fitted, or show terminal marks, clamp marks, handling marks, or any signs of installation are not eligible for a discretionary return. Suspected battery faults must be handled as a defect/warranty claim under the section below.
  • Lubricants or chemicals with broken seals.
  • CV joints, shafts, and boots that are greasy, used, or incomplete.
  • Engine parts where any inner packaging/protective film has been opened, torn, or damaged, or where the part has been handled, test-fitted, oiled, or installed.
  • Gaskets and gasket sets where the seal has been broken or packaging opened.

Note: These restrictions apply to discretionary returns only. If you believe an item is defective, incorrectly supplied, or affected by another issue required by law, the relevant section below applies.

Engine Parts & Gaskets (Discretionary Returns – Important Notice)

Engine parts and gaskets are sensitive components. For discretionary returns (change of mind / incorrect order), the following applies:

  • If the inner packaging, protective film, or seal is opened, broken, torn, or damaged in any way, the item is not eligible for a discretionary return.
  • This includes items that have been handled, test-fitted, oiled, installed, or returned with signs of contamination (for example oil/grease/dirt).
  • This is especially strict for gasket sets: once opened or separated, gasket sets are not eligible for a discretionary return.
  • Where we supplied the incorrect item, the Incorrectly Supplied Goods / Delivery Issues section below will apply instead of this discretionary-return rule.

Inspection, Testing & Refund Timeline (Discretionary Returns)

All returned goods are subject to inspection and testing. Approved discretionary-return refunds will be processed within 3 business days after the item has been received and approved.

Refund Method

All refunds will be made using the original payment method used at checkout (for example PayFast, Payflex, PayJustNow, Mobicred, etc.). If refunding through the original method is not possible, we will contact you via email to request your banking details for manual refund processing.

2. Incorrectly Supplied Goods / Delivery Issues

If we supplied the wrong product, wrong quantity, damaged-in-transit goods, or an item materially different from what you ordered, please notify us as soon as reasonably possible.

  • Visible transit damage, shortages, or obvious supply errors: please report these within 5 business days of delivery.
  • Incorrectly supplied goods not reasonably discoverable on delivery: please report these within 30 days of delivery or, if the issue could not reasonably have been discovered earlier, within 5 business days after discovery, provided notice is given no later than 60 days after delivery.

We may request photographs of the goods, packaging, shipping label, and the goods being returned. Where possible, incorrectly supplied goods should remain unused, uninstalled, unaltered, and complete until we have assessed the issue.

Where the CPA or other applicable law requires us to collect, replace, refund, or bear the cost or risk of return, we will do so in accordance with that law.

3. Defect / Warranty Claims (Installed / Used Items or Suspected Defects)

If you believe an item is defective, it must be submitted as a defect/warranty claim. Because fitted, used, or suspect parts often require inspection, testing, or technical assessment, this claims procedure is administrative only. It exists to allow proper investigation and does not limit any statutory remedy available under the CPA or other applicable law.

No refund, replacement, repair, or credit will be issued on allegation alone. The goods may need to be returned or made available for inspection, testing, and/or assessment by the supplier or manufacturer before an outcome can be determined.

Automotive battery claims are testing-based and not automatic exchange-based. A battery will not be exchanged, refunded, or credited merely because it is alleged to be faulty, flat, or not holding charge. The battery may need to be inspected, charged, tested, and/or assessed together with the vehicle application and charging system before any outcome can be confirmed. This administrative process does not limit any statutory remedy available under the CPA or other applicable law where a qualifying defect is confirmed.

Where a qualifying defect is confirmed, the customer may elect to have the goods repaired, replaced, or refunded in accordance with section 56 of the CPA and applicable law.

Additional Claim Requirements (Where Relevant)

The following additional information may be required for specific product categories:

  • Clutch kits: proof that the flywheel was skimmed before installation.
  • Fuel pumps: proof that the fuel tank was cleaned before installation of the new pump.
  • Automotive batteries: a clear photo of the vehicle licence disc, or other reasonably acceptable vehicle-identifying information, to confirm the vehicle/application in which the battery was used; clear photos of the battery label and terminals; and, where reasonably relevant, test results or supporting information relating to the vehicle charging system, alternator, or installation.

Failure to provide reasonably relevant supporting information may delay the assessment and may result in the claim being declined where the missing information prevents proper diagnosis or indicates an excluded cause of failure.

Assessment Outcomes / Exclusions

A claim may be declined where assessment determines that the failure was caused by incorrect installation, misuse, accident damage, contamination, modification, tampering, wrong application, normal wear and tear, or failure to follow instructions.

In the case of automotive batteries, claims may also be declined where assessment shows the battery was used in the wrong vehicle or application, or where the issue was caused by charging-system faults, alternator faults, poor wiring/earth, parasitic drain, misuse, neglect, or prolonged discharge rather than a manufacturing defect in the battery itself.

Proof of Professional Fitment

Defect/warranty claims on mechanical or electrical components may require proof of installation by a qualified mechanic or fitment centre. Incorrect or improper installation may result in the claim being declined.

Claim Timeline

We aim to acknowledge receipt of defect/warranty claims within 2 business days. Once all reasonably required information and/or the part has been received, the claim will be reviewed and may be referred to the supplier, manufacturer and/or a technical assessor for evaluation. We aim to provide a substantive update within 15 business days.

The final outcome will depend on the nature of the claim and any required technical testing or supplier/manufacturer assessment, which can take 2 to 3 weeks and, in some cases, longer. We will make every reasonable effort to resolve claims within 30 days after receipt of all reasonably required information and/or the part and, if that is not possible because technical testing or supplier/manufacturer assessment is still ongoing, we will keep you informed.

Where a defect claim is approved and the selected remedy is a refund, we aim to process the refund within 7 business days after approval.

Guarantee / Warranty Coverage

  • A 12-month guarantee applies from the date of delivery against defects arising from faulty materials or workmanship, subject to assessment and applicable exclusions.
  • This guarantee is in addition to any rights the customer may have under the CPA.
  • Some products may also carry supplier or manufacturer warranties. Any such warranty applies in addition to, and does not replace, non-waivable rights under applicable law.
  • Velocity Auto Spares is not liable for indirect or consequential loss, or delay/failure to perform caused by circumstances beyond our reasonable control (including courier delays, strikes, supply chain disruptions, or natural disasters), except to the extent that liability cannot lawfully be excluded or limited (including liability under section 61 of the CPA, gross negligence, or any other applicable law).

Delivery Guidance

We recommend accepting deliveries and contacting us promptly if you identify a problem. Rejected parcels can be delayed or lost in transit, which may complicate resolution. This guidance does not limit any right you may have under applicable law to reject, return, or cancel in appropriate circumstances.

Cooling-Off Rights for Online Transactions (ECTA)

In accordance with section 44 of the Electronic Communications and Transactions Act, natural persons who conclude an electronic transaction may cancel the transaction within 7 days of receipt of the goods, without reason or penalty, subject to the exclusions in that Act.

The only charge for a valid section 44 cancellation is the direct cost of returning the goods. This statutory right exists independently of our discretionary / courtesy return policy. Any refund due under a valid section 44 cancellation will be processed within the period required by applicable law.

Business-to-Business (B2B) Sales

The CPA may not apply where the customer is a juristic person whose asset value or annual turnover equals or exceeds the applicable statutory threshold at the time of the transaction (currently R2 000 000). In such cases, discretionary returns and cooling-off rights may not apply except to the extent required by law. Nothing in this section limits any rights or liabilities that continue to apply by law, including product safety and product liability obligations where applicable.

Fraud Prevention

All returns and claims are subject to verification. Any attempt to return counterfeit, used, swapped, non-matching, or non-supplied products will be rejected and may be reported to the relevant authorities.

Return Abuse Policy

We reserve the right to refuse discretionary returns or impose reasonable additional verification measures where there is repeated abuse, suspicious activity, or attempted fraud. This does not limit any return, remedy, or right required by applicable law.

Internal Review & External Escalation

If you are dissatisfied with the outcome of a return or claim, you may request an internal review by emailing velocitysparessa@gmail.com

You may also refer the matter to the Motor Industry Ombudsman of South Africa (MIOSA) or the National Consumer Commission (NCC), where applicable.