B2B spare parts operations
Returns & Refund Center
Structured return authorisation, inspection windows, and credit handling for industrial aftermarket and OEM-compatible lines — built for fleet buyers, exporters, and workshop procurement.
Last updated: · Terms of Service
Receipt inspection
48 hours
Written notice for shortage, wrong shipment, or transit damage
Standard return window
7 days
From delivery unless your invoice states a different period
Return authorisation
RMA required
Do not ship goods back without our written RMA number
Credit / refund timing
15–30 days
Business days after we receive and inspect approved returns
Return eligibility
Industrial parts are often serial-specific or safety-critical. Use this summary before requesting an RMA — full legal conditions are in the policy sections below.
Returns we may accept
Subject to written RMA and exclusions in section 5.
- Unused standard catalogue items in original undamaged packaging
- Not installed, torqued, lubricated, painted, or put into service
- Within the return window on your invoice (default 7 calendar days from delivery)
- Accompanied by our RMA number and a copy of the invoice
Generally non-returnable
Unless we agree otherwise in writing or law requires.
- Custom-made, made-to-order, or special-import items
- NCNR lines, cut-to-length hoses, or kits assembled to your order
- Electrical or sealed components after factory seal is broken
- Consumables, lubricants, or hazardous goods where regulations prohibit return
- Clearance, project close-out, or explicit final-sale terms
- Goods returned without RMA or incomplete documentation
We reserve the right to refuse any return that does not meet these conditions, cannot be resold in merchantable condition, or appears fraudulent or abusive.
How returns work
Follow this sequence for standard catalogue returns, damage claims, and defect notifications.
- Step 1
Inspect on receipt
Check packaging, quantity, and identity against the packing list within 48 hours of delivery.
Policy detail - Step 2
Document the issue
Photographs, packing list, carrier notes, and machine serial data where relevant.
Policy detail - Step 3
Request RMA in writing
Email invoice number, part numbers, quantities, reason, and photos. We issue an RMA if eligible.
Policy detail - Step 4
Ship only with RMA
Return unused goods in original packaging. Unauthorised returns may be refused at your cost.
Policy detail - Step 5
Inspection & resolution
Approved lines may receive credit, replacement, or repair. Restocking and freight may apply.
Policy detail
Key deadlines
Day 0
On delivery
Unpack and inspect. Note carrier damage on POD where possible.
Within 48 hours
Damage / shortage claim
Written notice with photos to [email protected]
Typically 7 calendar days
Standard unused return
Request RMA before shipping; window may differ per invoice
15–30 business days
After approved return received
Inspection, then account credit or agreed cash refund path
Documents to prepare
Include these with your RMA request to avoid delays.
- Invoice or order confirmation number
- Part numbers, quantities, and line references
- Written reason for return or claim type
- Date and time of delivery / carrier receipt
- Photographs of outer packaging, labels, and any visible damage
- Packing list and carrier POD where available
- RMA number (once issued) on all return cartons
- For defects: machine serial, application data, and proof installation was stopped
Request support before you ship
Email [email protected] with invoice number, part numbers, quantities, reason, and photos. We will issue an RMA if eligible. Do not return goods without an RMA number.
Common questions
Full Return & Refund Policy
Complete legal text for B2B spare parts trade. Expand any section for the authoritative wording.
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 [email protected] 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.