Return & Refund Policy

This Return & Refund Policy applies to goods supplied by ROCK TEARR PARTS (“Rock Tearr Parts”, “we”, “us”) in the ordinary course of B2B spare parts trade. It should be read together with our Terms of Service (/terms-of-service). Capitalised terms used but not defined here have the meaning given in the Terms.

Industrial spare parts are often serial-specific, safety-critical, or custom-supplied. We therefore apply strict eligibility rules. We reserve the right to refuse any return or refund request at our sole discretion where the conditions below are not satisfied, where goods cannot be resold in merchantable condition, or where fraud, abuse, or policy circumvention is suspected.

Unless sold and documented as genuine OEM-branded goods from an authorised channel, parts are supplied as OEM-compatible or aftermarket lines. Return eligibility does not extend to claims that a compatible part is “not OEM” if the goods conform to the agreed specification, description, and interchange data on the order confirmation.

You must inspect shipments promptly upon receipt (outer packaging, quantity, visible damage, and basic identity against packing list). Written notice of shortage, incorrect shipment, or transit damage must be given within forty-eight (48) hours of delivery or extraction from carrier custody, with photographs and supporting documents. Failure to notify within this window may void return or compensation claims except where mandatory law provides otherwise.

Subject to our written return authorisation (RMA) and the exclusions below, we may accept return of standard catalogue items that are:

• Unused, in original undamaged packaging, unmarked, and suitable for resale;
• Not installed, torqued, lubricated, painted, modified, or otherwise put into service;
• Within any return window stated on the invoice or, if none is stated, within seven (7) calendar days of delivery unless we agree otherwise in writing;
• Accompanied by our RMA number and a copy of the invoice.

The following categories are generally non-returnable and non-refundable unless we expressly agree otherwise in writing or mandatory law requires:

• Custom-made, made-to-order, or special-import items;
• Cut-to-length hoses, kits assembled to order, or items marked “NCNR” (non-cancellable / non-returnable) on the quote or invoice;
• Electrical, electronic, or sealed components once the factory seal is broken;
• Consumables, lubricants, or hazardous materials where regulations prohibit return;
• Goods purchased on clearance, project close-out, or explicit final-sale terms;
• Goods returned without RMA or with incomplete documentation.

For bulk, container, or high-line-count orders, you may not reject or return the entire consignment solely because a subset of lines is disputed. Conforming goods must be accepted and paid for. Remedies for non-conforming portions are limited to repair, replacement, or credit for those lines as we determine commercially reasonable, unless a separate written project agreement specifies otherwise.

We may refuse a return or refund where: the goods show signs of use or installation; packaging is destroyed; the return window has expired; the claim arises from incorrect ordering by you (wrong part number, model, or specification) without our written error; goods were damaged in your custody; or return would violate safety, customs, or environmental rules. Our decision is final except where mandatory law gives you non-waivable rights.

Approved returns may be subject to restocking fees, inspection charges, and deduction of original outbound freight or insurance where applicable. Refunds, if any, are typically issued as account credit against future purchases unless we agree a cash refund; cash refunds, when offered, are processed to the original payment path within a reasonable period after receipt and inspection of goods (often fifteen (15) to thirty (30) business days).

If a part is alleged defective, you must stop installation immediately, preserve the part and packaging, and notify us with photographs and machine serial/application data. We may require return for analysis. Remedies are limited to repair, replacement, or credit at our option unless a separate written warranty states otherwise. We are not liable for labour, downtime, or consequential costs except as required by law.

No performance or uptime guarantee is given; see Terms of Service regarding limitation of liability and installation responsibility.

You must not initiate a chargeback or payment dispute for amounts properly due for conforming goods. Disputes must follow the payment dispute process in our Terms of Service. We may contest wrongful chargebacks and suspend further supply pending resolution.

Cross-border returns require compliance with customs, duties, and import/export regulations. You are responsible for correct classification, duties recovery where possible, and freight unless we agree otherwise. We may decline returns that cannot be lawfully re-imported or that would attract disproportionate duty or handling cost.

Email info@rocktearrparts.com with invoice number, part numbers, quantities, reason for return, and photos. We will issue an RMA if eligible. Do not return goods without an RMA; unauthorised returns may be refused at your cost.