Refund policy
TL Spares | Effective 2 November 2026
At TL Spares, we are committed to supplying quality spare parts, automotive accessories and equipment to our customers across Australia.
We understand that occasionally a product may need to be returned. This policy explains the conditions for returns, exchanges, cancellations and refunds, while ensuring your rights under the Australian Consumer Law are protected.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies your statutory rights under the Australian Consumer Law or any other applicable legislation.
2. Change-of-Mind Returns
TL Spares is not required to provide refunds or exchanges where a customer changes their mind, purchases an incorrect item or no longer requires a product.
However, we may accept change-of-mind returns for eligible standard stocked products, subject to the following conditions:
-
The return is requested within 14 calendar days of delivery or collection.
-
The product is unused, uninstalled and in its original saleable condition.
-
All original packaging, labels, accessories, manuals and components are included.
-
The product has not been modified, assembled, fitted, damaged or altered.
-
Valid proof of purchase is provided.
-
Written return authorisation has been issued by TL Spares before the product is returned.
Change-of-mind returns are subject to approval by TL Spares.
Approved returns may be offered as a refund, exchange or store credit, as confirmed by TL Spares during the return authorisation process.
TL Spares reserves the right to decline discretionary returns that do not meet these conditions.
This section does not apply to returns made under the Australian Consumer Law.
3. Products Excluded from Change-of-Mind Returns
The following products are not eligible for change-of-mind returns or exchanges:
- Made-to-order, custom-manufactured or fabricated products.
- Special-order products sourced specifically at a customer's request.
- Products specifically imported or ordered from external suppliers for a customer.
- Products that have been cut, drilled, painted, welded, machined or otherwise modified.
- Custom-sized components or products manufactured to supplied specifications.
- Bulk orders or specially negotiated commercial orders.
- Clearance, discontinued or final-sale products.
- Electrical or electronic components that have been installed or connected.
- Products that have been fitted, used or damaged after delivery.
- Products with missing components, damaged packaging or packaging that prevents resale as new.
These exclusions apply only to discretionary change-of-mind returns. Customers retain all rights to remedies available under the Australian Consumer Law, including for faulty, incorrectly described or otherwise non-compliant goods.
4. Made-to-Order and Special-Order Products
TL Spares supplies selected products that are manufactured, fabricated, modified or sourced specifically for individual orders.
Customers are responsible for reviewing all relevant specifications, dimensions, configurations and order details before confirming a purchase.
Once an order has entered production, fabrication, modification or special procurement, cancellation or change-of-mind returns may not be accepted.
Where TL Spares agrees to a discretionary cancellation, any refund may be reduced by reasonable, documented costs already incurred in fulfilling the order, including non-recoverable supplier charges, materials, fabrication and freight, to the extent permitted by law and any agreed contractual terms.
TL Spares will advise customers of applicable cancellation costs before confirming an agreed cancellation.
Nothing in this section limits a customer's statutory rights where products fail to meet applicable consumer guarantees or TL Spares otherwise fails to meet its legal obligations.
5. Product Compatibility and Fitment
TL Spares supplies components designed for a range of vehicles, trays, canopies, cranes and other equipment.
Before purchasing, customers should verify that the selected product is suitable for their intended application.
This may include confirming:
-
Vehicle make, model and year.
-
Equipment manufacturer, model and serial number.
-
Relevant dimensions, load ratings and mounting requirements.
-
Part numbers and product specifications.
-
Compatibility with existing equipment and installations.
Customers are encouraged to contact TL Spares before purchasing if they are unsure about compatibility.
Where a customer independently selects an incorrect product, without relying on inaccurate information or advice supplied by TL Spares, the purchase will generally be treated as a change-of-mind return.
TL Spares does not guarantee compatibility unless suitability has been expressly represented or confirmed for the customer's intended application.
Where TL Spares has recommended a product for a purpose communicated by the customer, applicable consumer guarantees continue to apply.
6. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged on arrival, incorrectly supplied or does not match its description, please contact TL Spares with:
-
Your order number or proof of purchase.
-
A description of the issue.
-
Clear photographs or video, where reasonably available.
-
Relevant product details or part numbers.
We recommend reporting visible freight damage or incorrect deliveries as soon as practicable, preferably within 48 hours of receipt, so that we can investigate with the freight provider.
The 48-hour reporting recommendation does not limit your rights under the Australian Consumer Law.
TL Spares may inspect or assess products to determine the nature and cause of a reported issue before providing an appropriate remedy.
Depending on the circumstances and applicable law, remedies may include repair, replacement, refund or compensation.
Where a product has a major failure under the Australian Consumer Law, the customer is entitled to choose a refund or replacement, subject to applicable legal requirements.
Where a failure is not major, TL Spares may be entitled to remedy the failure within a reasonable time.
7. Warranty Claims and Product Assessment
Products supplied by TL Spares may include manufacturer warranties in addition to statutory consumer guarantees.
Customers experiencing an issue should contact TL Spares directly to initiate a claim.
TL Spares may request reasonable information to assist with assessment, including photographs, installation details, product identification and a description of the issue.
Where necessary, products may be referred to the manufacturer, supplier or an appropriately qualified technician for assessment.
A manufacturer warranty does not replace or limit the consumer guarantees available under Australian law.
Warranty claims may not be accepted under a voluntary manufacturer's warranty where damage has resulted from:
-
Incorrect installation or modification.
-
Misuse, abuse or use outside the product's specified operating limits.
-
Accidental damage.
-
Normal wear and tear.
-
Inadequate maintenance.
-
Unauthorised repairs or alterations.
These exclusions do not affect remedies required under the Australian Consumer Law. Each claim will be assessed based on the circumstances and cause of the reported failure.
8. Return Authorisation Procedure
For change-of-mind returns, customers must obtain written authorisation from TL Spares before sending products back.
To request a return:
-
Email sales@tleng.com.au with your order number and reason for return.
-
Provide photographs or product details if requested.
-
Wait for written confirmation of return eligibility and instructions.
-
Securely package the approved item and include the return reference provided.
-
Send the product to the designated return address within the timeframe specified in the authorisation.
Return authorisation does not automatically guarantee a refund for discretionary returns. Products remain subject to inspection upon receipt.
TL Spares may decline unsolicited change-of-mind returns or returns sent without approval.
The authorisation requirements in this section do not restrict customers from exercising their statutory consumer rights.
9. Return Freight and Shipping Costs
Change-of-mind returns
For approved change-of-mind returns, customers are responsible for return freight costs unless otherwise agreed in writing.
Original delivery charges are generally non-refundable for discretionary change-of-mind returns.
Customers are responsible for securely packaging returned items and are encouraged to use a tracked and insured freight service.
Faulty or incorrectly supplied products
Where a product fails to meet an applicable consumer guarantee, TL Spares will meet its legal obligations concerning reasonable return costs.
This may include reimbursing reasonable return freight costs or arranging collection where required by law.
Customers should contact TL Spares before arranging freight for large, heavy or difficult-to-transport products so that appropriate arrangements can be made.
Non-faulty products
Where an item is assessed and found not to have a fault or other issue for which TL Spares is legally responsible, reasonable inspection and return freight charges may apply where permitted by law. Any applicable charges will be communicated before they are incurred.
10. Refunds and Processing
Once an approved return has been received and inspected, TL Spares will notify the customer of the outcome.
Where a refund is approved, it will generally be issued to the original payment method unless otherwise agreed or required by law.
Processing times may vary depending on the payment provider or financial institution.
For discretionary returns, reasonable deductions expressly agreed as a condition of accepting the return may apply, including agreed freight or handling charges.
No discretionary return charges or deductions will be imposed in a way that limits statutory entitlements under the Australian Consumer Law.
11. Order Cancellations
Requests to cancel an order should be submitted as soon as possible.
For standard stocked products that have not been dispatched, TL Spares may approve a cancellation at its discretion.
If an order has already been dispatched, the applicable change-of-mind return conditions will apply.
Special-order, made-to-order or custom products may be ineligible for discretionary cancellation once procurement or production has commenced.
Any agreed cancellation costs will be assessed according to Section 4 of this policy.
These provisions do not affect statutory cancellation, refund or other rights that may apply.
12. Commercial and Trade Orders
TL Spares supplies products to individual consumers, tradespeople, workshops, fleet operators and commercial organisations.
Commercial customers are responsible for reviewing quoted specifications, quantities, product configurations and compatibility requirements before approving orders.
Specially negotiated, bulk and trade orders may be subject to additional written terms agreed before purchase.
Where the Australian Consumer Law applies to a commercial purchase, the customer retains all applicable statutory rights.
Where the Australian Consumer Law does not apply, the rights and obligations of the parties are governed by their agreed contractual terms and other applicable laws.
13. Exchanges
Exchanges for change-of-mind purchases are subject to the same eligibility requirements as returns.
Where an exchange is approved, customers may be responsible for freight charges and any difference in product pricing.
TL Spares does not guarantee the availability of replacement stock for discretionary exchanges.
Exchanges required as a remedy under the Australian Consumer Law will be handled in accordance with applicable statutory requirements.
14. Contact and Returns Address
For assistance with returns, refunds, exchanges or warranty claims, please contact:
TL Spares
Email: sales@tleng.com.au
Phone: (08) 9279 5466
Address: 463 Bushmead Road, Hazelmere WA 6055, Australia
Please contact us before sending a product to this address to obtain the appropriate return instructions.
15. Policy Updates
TL Spares may amend this policy from time to time.
The version applicable to discretionary returns will generally be the version communicated or made available at the time of purchase, subject to any subsequent agreement and applicable law.
Nothing in this policy limits rights or remedies that cannot lawfully be excluded under Australian law.