Return and refund policy

This policy covers returns, cancellations and refunds for orders placed with Parts Online.

All Sales Are Final

At Parts Online, we supply high-quality aftermarket parts at fair prices. To keep our prices low and make sure every customer receives new, unused parts, all sales are final. We do not offer returns, refunds or exchanges for:

Ordering the wrong part
Fitment or compatibility issues
Change of mind or a cancelled project
Missed promotions or price changes

The only exceptions are explained below: parts that arrive damaged or defective, the wrong part shipped by us, parts we can't supply, and special cases we approve in writing.

Check Fitment Before You Order

It is your responsibility to confirm a part fits your machine before you order. Parts can vary by model and serial number. If you're not sure, contact us before ordering at sales@partsonline.com or 1-855-976-4144, and we'll help you find the right part.

Non-Returnable Items

These items can't be returned for any reason other than arriving damaged, defective or wrong:

Glass products. Because of their fragile nature and specialized shipping, all glass is final sale.
Special Order parts (see Special Orders and Backorders below).

Damaged, Defective or Wrong Items

If a part arrives damaged or defective, or isn't the part you ordered:

Email sales@partsonline.com within 3 business days of delivery.
Include your order number, clear photos of the packaging and the part, and a short description of the problem.
Keep the part and all packaging until your claim is resolved. The carrier may need to inspect it.
Glass: inspect glass as soon as it arrives, before you attempt to install it. Report any damage right away, with photos of the glass in its packaging. We can't accept damage claims for glass that has been installed, or that breaks during or after installation.
Freight shipments (skid, pallet or crate): inspect the shipment before you sign. Note any visible damage on the delivery receipt; signing a clean receipt means visible damage can't be claimed. Report hidden damage within 48 hours of delivery, with photos.

Our team will review your claim and contact you with a resolution. If a part was damaged in shipping, is defective, or isn't the part you ordered, we'll work with you to make it right. We may ask you to send the part back for inspection; if we do, we'll provide the return shipping label. Claims without photos, or reported after these deadlines, can't be accepted.

Special Orders and Backorders

Special Order parts: some parts are ordered from our suppliers specifically for you. These are marked Special Order on the product page with an approximate lead time. By placing your order, you accept that lead time. We'll contact you with an ETA for when your part will ship.
Backorders: if a part listed as in stock is unavailable when we process your order, we'll email you its estimated lead time and ask whether you'd like to wait, or cancel for a full refund including shipping. If you confirm you'll wait, or we don't hear back within 5 business days, we'll order the part from our supplier and it becomes a Special Order.
Special Orders are final: once a Special Order is placed with our supplier, the part has been bought specifically for you and can't be cancelled, returned or refunded.
If we can't supply your part: we'll cancel it and refund you in full, including shipping.

Cancelling an Order

Contact us right away. We may be able to cancel an in-stock order that hasn't been processed yet. Once an order has been processed or placed with our supplier, it can't be cancelled.

Refunds

Approved refunds go back to your original payment method.
Shipping charges aren't refundable, except when we refund you in full because we couldn't supply your part, or couldn't replace a damaged, defective or wrong part.
Express shipping: if you chose Express and your part isn't in stock, we'll refund the difference between Express and standard shipping, since we couldn't ship it as quickly as you asked.
We don't cover labour, installation, downtime or any other costs related to a part.

Refused or Undeliverable Shipments

If a package comes back to us because of an incorrect or incomplete address, a refused delivery, or a failure to pick it up from the carrier, you're responsible for any reshipping costs, including freight redelivery and storage charges. No refunds are issued for shipments returned to sender.

Unauthorized Returns

Parts sent back without our written approval will be refused. We aren't responsible for the cost of returning them to you, and unauthorized returns may be discarded without a refund.

Special Cases

Our policy is firm, but every situation is different. If you believe yours deserves a review, email sales@partsonline.com with your order number and a detailed explanation. We can't promise an exception, but we'll review and respond to every request.

Returns: if we approve a return, the part must be unused, uninstalled and in its original packaging. You pay to ship it back, and a 25% restocking fee is deducted from your refund.
Cancelling after your order is processed: we'll check whether our supplier can still cancel it. If they can and we approve the cancellation, a 25% restocking fee is deducted from your refund. If they can't, your order stands and ships to you.

Your Rights

Nothing in this policy limits any rights you have under applicable law.

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