Refund policy

Last updated: 30 October 2026

This policy explains how returns, refunds and exchanges work for orders placed with Spares Expert (SPARES EXPERT PTY LTD, ABN 69 703 672 628). Nothing in this policy limits your rights under the Australian Consumer Law.

Change-of-mind returns

If you change your mind, or ordered a part for a model that isn't listed on its product page, you can return it within 30 days of delivery as long as:

  • the item is unused and has not been fitted to a vacuum;
  • it is in its original, undamaged packaging with every piece included; and
  • you contact us first and receive return instructions.

For change-of-mind returns, return postage is paid by you and the original shipping charge is not refunded. We recommend a tracked postage service, because we can't refund items that don't reach us.

Filters, mop pads, brushes and dust bags collect dirt in use, so we can't accept change-of-mind returns of these items once they have been used or fitted.

Faulty, damaged or incorrect items

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If your item arrives damaged, is faulty, or is not the item described on its product page, contact us with your order number, a short description of the problem and a photo. We'll arrange a replacement, refund or repair as appropriate and cover reasonable return postage.

Normal wear of consumable parts through use — for example a filter becoming clogged or brush bristles wearing down — is not a fault.

Parts that don't fit

Each product lists the vacuum models it is made to fit. If a part doesn't fit a model listed on its product page, please contact us: we treat this as an item that doesn't match its description. If the part was ordered for a model that isn't listed, the return is handled as a change-of-mind return.

How to start a return

  1. Contact us through our contact page or at sales@sparesexpert.com.au with your order number and the reason for the return.
  2. We'll reply with return instructions and the return address. Please don't send items back before you receive these instructions.
  3. Pack the item securely, include your order number, and keep your proof of postage.

Refunds

When your return arrives we'll check it and let you know whether the refund is approved. Approved refunds are made to your original payment method. Your bank or card provider may take a few business days to show the credit.

Exchanges

If you need a different part, return the original item as described above and place a new order for the part you need.

Contact

Questions about a return? Contact us or email sales@sparesexpert.com.au.