Refund policy

Refund, Returns & Cancellation Policy

Last updated: 13 October 2026

This Refund, Returns & Cancellation Policy applies to purchases made from AUTONEX PARTS.

Please read this policy together with the applicable product description, Warranty Support terms, Shipping Policy and Terms of Service. Nothing in this policy excludes, restricts or replaces any mandatory statutory rights available to consumers under applicable law.

1. Order Cancellations

Customers may submit a cancellation request at any time before an order or item has been fulfilled.

Cancellation requests may be submitted through the AUTONEX PARTS customer account or by contacting us using the details provided in this policy.

A cancellation request does not automatically cancel an order. Where legally permitted, we will review the status of the order and make reasonable efforts to stop processing and shipment.

If sourcing, testing, programming, configuration, packaging or other customer-specific preparation has already started, additional conditions may apply. For genuinely personalised products, applicable statutory exceptions may also apply as described below.

Once an order has been fulfilled or handed to the carrier, it can no longer be cancelled as an unshipped order. The customer may instead submit a return request after delivery or exercise any applicable statutory withdrawal right.

Nothing in this section limits any mandatory cancellation or withdrawal right available under applicable consumer law.

2. Return Request Period

For eligible consumer change-of-mind returns, a return request may generally be submitted within 14 days after delivery, unless a longer period is expressly stated on the product page, quotation, invoice or other written agreement.

Where an order contains multiple goods delivered separately, any statutory withdrawal period will be calculated in accordance with applicable law, including from receipt of the final item where required.

Mandatory rights relating to defective, incorrect, misdescribed or otherwise non-conforming goods are not limited to this 14-day change-of-mind period.

3. How to Request a Cancellation or Return

Customers can submit eligible cancellation or return requests electronically through the AUTONEX PARTS customer account:

https://account.autonex-parts.com

Select the relevant order and follow the available cancellation or return request process.

You may also contact:

AUTONEX PARTS
Email: sale@autonex-parts.com
Phone / WhatsApp: +852 5441 9899

Where relevant to the request, please provide:

Order number;
Full 17-character VIN;
Vehicle make, model, year and transmission information;
Product and OE/reference number;
Reason for the return or cancellation;
Clear photographs of the product, identification label and packaging;
Diagnostic reports, fault codes or installation information where an alleged product fault is involved;
Any other information reasonably required to identify the product or assess the technical issue.

The electronic cancellation and return function is intended to provide a convenient way to exercise applicable rights. Customers may also communicate an unequivocal decision to withdraw or cancel by email or another method permitted by applicable law.

4. Return Instructions and Authorised Return Address

Please wait for return instructions before shipping a product back to AUTONEX PARTS.

Once a return has been accepted or a statutory withdrawal has been acknowledged, we will provide the appropriate return location and any required shipping or customs instructions.

The authorised return location may differ from the original dispatch address. Please do not automatically return products to the sender address shown on the original parcel.

Products sent to an unauthorised address may experience processing delays, customs issues or additional handling costs.

Nothing in this return-instruction requirement invalidates a statutory withdrawal or cancellation right that has been validly exercised under applicable law.

5. Condition of Returned Products

For an eligible change-of-mind return, the product should be returned with all supplied components, accessories, labels, documentation and packaging.

Consumers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functionality.

Where permitted by applicable law, AUTONEX PARTS may reduce a refund only to reflect the actual diminished value caused by handling or use beyond what was reasonably necessary to inspect the product.

Examples that may result in diminished value or affect the assessment include:

Installation marks, tool marks or damaged mounting points;
Broken, removed or altered identification or security labels;
Electrical, hydraulic, oil, water or physical damage occurring after delivery;
Contamination by transmission fluid, oil, chemicals or foreign material;
Unauthorised opening, disassembly, modification or repair;
Incorrect installation, coding, adaptation or programming;
Missing supplied components, accessories or documentation;
Inadequate packaging resulting in return-shipping damage.

These provisions do not remove any mandatory remedy where a product was defective, damaged, incorrectly supplied, not as described or otherwise non-conforming when delivered.

6. Professionally Refurbished Products

Products described as Professionally Refurbished are previously used components that have undergone professional refurbishment, inspection and/or testing as described on the applicable product page.

Such products may show reasonable cosmetic signs associated with previous use, handling, refurbishment or testing.

Minor cosmetic variation that does not materially affect the stated function of the product does not, by itself, constitute a product defect.

Returned products must be the same units supplied by AUTONEX PARTS. We may verify serial numbers, OE/reference numbers, identification labels, security markings and other traceability information when assessing a return, replacement or warranty claim.

7. Pre-Programmed, Configured and Personalised Products

Certain eligible products may be programmed, configured, cloned or otherwise prepared using the customer's VIN, original-unit data, hardware/software information or other customer-supplied specifications.

Where a product is genuinely made to the customer's specifications or is clearly personalised, a statutory change-of-mind withdrawal right may not apply where the relevant legal exemption and disclosure requirements have been properly satisfied.

VIN verification or an ordinary compatibility check alone does not automatically make a product personalised.

Likewise, the fact that an item was selected after receiving vehicle information does not automatically mean that the item qualifies as a personalised product.

Orders involving programming or customer-specific preparation will therefore be assessed individually.

Where a pre-programmed, configured or personalised product is defective, incorrectly supplied, not as described or otherwise non-conforming, the customer retains any rights and remedies available under applicable law and the applicable AUTONEX Warranty.

8. Compatibility and Customer-Supplied Information

Compatibility assessments may rely on information supplied by the customer, including:

VIN;
OE/reference number;
Transmission code;
Hardware and software version;
Vehicle specifications;
Photographs or identification information from the original unit.

Customers are responsible for providing accurate and complete information.

If an incorrect product was supplied because the customer provided inaccurate, incomplete or misleading compatibility information, the customer may be responsible for reasonable return shipping, inspection, reprogramming or other directly related costs to the extent permitted by applicable law.

Where AUTONEX PARTS confirmed compatibility using complete and accurate information supplied by the customer before purchase, we will support the customer in accordance with this policy, the applicable warranty terms and mandatory law.

9. Installation, Coding and Vehicle Diagnosis

Automotive mechatronic, valve-body, TCU, TCM, ECU and transmission-control components can form part of a complex vehicle system.

A fault code or vehicle symptom does not by itself establish that the supplied component is defective.

Similar symptoms may result from:

Vehicle wiring or connectors;
Incorrect voltage supply;
Sensors or actuators;
Software or coding;
Basic settings or adaptation;
Hydraulic problems;
Mechanical transmission faults;
Other vehicle systems.

We may request reasonable diagnostic evidence before determining whether a case should be handled as a change-of-mind return, compatibility issue, warranty claim or non-conforming-goods claim.

Automotive mechatronic and transmission-control components should be installed, programmed, adapted and diagnosed by appropriately qualified professionals using suitable tools and procedures where applicable.

10. Damaged, Incorrect or Defective Products

Please inspect the shipment promptly after delivery. Contact AUTONEX PARTS as soon as reasonably possible if:

The parcel or product arrives damaged;
The supplied product differs from the product ordered;
Parts or accessories are missing;
The product appears defective;
The product is materially different from its description.

Please retain the product, packaging, shipping labels and relevant supporting evidence while the matter is investigated.

Where a product is confirmed to have been damaged before delivery, incorrectly supplied, defective, not as described or otherwise non-conforming, AUTONEX PARTS will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include repair, replacement, refund or another agreed solution.

AUTONEX PARTS will bear reasonable return-shipping costs where required by applicable law or where we confirm that the return resulted from our error.

11. Change-of-Mind Return Shipping

For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the goods unless AUTONEX PARTS agrees otherwise in writing or applicable law requires otherwise.

We recommend using a tracked and appropriately insured shipping service.

The customer is responsible for suitable protective packaging and, to the extent permitted by applicable law, for the returned product until it reaches the authorised return location.

Where applicable, the original standard delivery charge will be refunded in accordance with consumer law.

Additional amounts paid for express, premium or upgraded shipping do not need to be refunded beyond the cost of the least expensive standard delivery method offered for the order, where permitted by law.

AUTONEX PARTS does not charge a fixed restocking fee for statutory change-of-mind returns.

12. Oversized, Heavy and Cross-Border Returns

Some transmission, mechatronic and hydraulic components are heavy or oversized and may not be suitable for return through ordinary postal services.

Where required by applicable law, the customer will be informed before purchase of the estimated direct return cost, or a reasonable estimate of that cost, for goods that cannot normally be returned by post.

The authorised return location may vary depending on the product, destination and nature of the return.

Do not return a product to the sender address shown on the original shipment unless AUTONEX PARTS has specifically confirmed that address in writing.

Returned products should not be declared to customs as a new commercial sale. We will provide reasonable return-documentation instructions where required.

Additional charges resulting from inaccurate customs declarations or failure to follow reasonable return instructions may be the customer's responsibility where permitted by applicable law.

13. Inspection and Testing of Returned Products

Returned products may be professionally inspected and tested to confirm:

Product identity and traceability;
Physical condition;
Installation history;
Programming or coding status;
Reported symptoms;
Functional condition;
The likely cause of any alleged fault.

Technical inspection may take a reasonable period depending on the product, complexity of the reported issue and information supplied.

If inspection or testing indicates that the product functions correctly, or that the reported issue resulted from an external vehicle fault, incorrect installation, incorrect programming or coding, contamination, unauthorised modification or inaccurate customer-supplied information, the matter may not qualify as a product-defect claim.

Any remaining cancellation, return or statutory rights will continue to be assessed under this policy and applicable law.

14. Refunds

For ordinary returns, once the returned product has been received and assessed, AUTONEX PARTS will notify the customer of the outcome and the applicable refund amount.

Approved refunds will normally be issued to the original payment method unless another method is agreed or legally permitted.

Where a consumer validly exercises a statutory withdrawal or cancellation right, reimbursement will be processed within the period required by applicable law.

Where legally permitted, reimbursement may be withheld until:

We receive the returned goods; or
The customer provides sufficient evidence that the goods have been returned,

whichever occurs first where applicable.

Bank, card issuer, PayPal or other payment-provider processing times are outside the direct control of AUTONEX PARTS.

Where legally permitted, reasonable deductions may be made for:

Actual diminished value caused by handling beyond what was reasonably necessary to inspect the product;
Missing components or accessories;
Customer-caused damage;
Unauthorised modification or repair;
Return-shipping charges that the customer was responsible for;
Other documented costs directly caused by failure to follow reasonable approved return instructions.

No deduction will be made where doing so would conflict with mandatory consumer law.

15. Exchanges and Replacements

If you would prefer an exchange or replacement, please contact AUTONEX PARTS before returning the product.

Exchange and replacement availability depends on inventory, compatibility, technical assessment and the nature of the request.

Where an exchange is unavailable, another appropriate remedy may be offered in accordance with applicable law.

16. European Union Consumers

If you are a consumer in the European Union purchasing goods online, you generally have a statutory right to withdraw from the contract without giving a reason.

For goods, the ordinary withdrawal period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods , unless a lawful exception applies.

For an order containing multiple goods delivered separately, the withdrawal period generally runs from receipt of the final item where required by applicable law.

You may also exercise an applicable withdrawal right before delivery.

AUTONEX PARTS provides an electronic cancellation and return function through the customer account:

https://account.autonex-parts.com

You may also exercise your right of withdrawal by sending us any clear and unequivocal statement confirming your decision to withdraw from the contract. The model form below may be used but is not mandatory.

After notifying us of your withdrawal, you must normally send the goods back within a further 14 days.

For an eligible withdrawal, AUTONEX PARTS will reimburse:

The product price; and
The cost of the least expensive standard delivery method offered for the order.

Additional amounts paid for express or premium shipping do not have to be refunded beyond the standard-delivery amount where permitted by law.

We may withhold reimbursement until we receive the returned goods or sufficient evidence that they have been sent back, whichever occurs first, where permitted by law.

The customer is responsible for the direct cost of returning goods following an eligible change-of-mind withdrawal where this responsibility was disclosed before purchase.

AUTONEX PARTS remains responsible for return costs where required by law for defective, incorrect or otherwise non-conforming goods.

The customer may be responsible for diminished value resulting from handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.

The statutory withdrawal right may not apply to goods genuinely made to the customer's specifications or clearly personalised, where the applicable legal requirements for the exemption have been satisfied.

17. United Kingdom Consumers

If you are a consumer in the United Kingdom purchasing goods through a distance contract, you generally have a statutory right to cancel the contract.

For goods, the ordinary cancellation period begins when the contract is entered into and generally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods , unless a lawful exception applies.

If multiple goods from one order are delivered on different days, the cancellation period generally ends 14 days after receipt of the final item, where applicable.

After notifying us that you wish to cancel, you must normally return the goods within a further 14 days.

For an eligible cancellation, AUTONEX PARTS will refund the product price and the cost of the least expensive standard delivery method offered.

Additional amounts paid for express or premium delivery do not have to be refunded beyond the cost of standard delivery where permitted by law.

The customer is responsible for the direct cost of a change-of-mind return where this was disclosed before purchase.

This does not affect the customer's legal rights concerning defective, incorrect, misdescribed or otherwise non-conforming goods.

The statutory cancellation right may not apply to goods made to the consumer's specifications or clearly personalised where the applicable legal requirements are satisfied.

18. Business Customers

Mandatory consumer cancellation and withdrawal rights described above do not apply to customers purchasing wholly or mainly for business, trade or professional purposes.

Returns from workshops, transmission specialists, distributors and other business customers require prior written approval unless otherwise agreed in writing.

Business transactions may also be subject to separate quotation, invoice, supply, warranty, inspection or return terms.

Nothing in this section limits any rights that cannot lawfully be excluded or any individually agreed written terms.

19. 12-Month AUTONEX Warranty

The standard 12-Month AUTONEX Warranty is a commercial warranty provided by AUTONEX PARTS for eligible products in accordance with the applicable Warranty Support terms.

It is not a vehicle-manufacturer, OEM or authorised-dealer warranty.

The AUTONEX Warranty is additional to, and does not replace, any mandatory statutory rights concerning defective or non-conforming goods.

A return requested because of an alleged product fault may therefore be handled under the applicable Warranty Support process in addition to any statutory rights.

20. Payment Disputes and Chargebacks

Please contact AUTONEX PARTS if you believe that a legitimate refund, return, compatibility or warranty matter remains unresolved.

We will make reasonable efforts to investigate and resolve valid concerns.

Submitting a chargeback does not remove any obligation to preserve the product, provide accurate information, cooperate with reasonable technical assessment or return the product where required by the payment provider, applicable law or an agreed resolution.

21. Model Withdrawal / Cancellation Form

This form may be used by consumers wishing to exercise an applicable statutory withdrawal or cancellation right. Use of this exact form is not mandatory.

To: AUTONEX PARTS
Email: sale@autonex-parts.com

I hereby give notice that I wish to withdraw from / cancel my contract for the sale of the following goods:

Product(s): ______________________________

Order number: ____________________________

Date ordered: ____________________________

Date received: ___________________________

Customer name: ___________________________

Customer address: ________________________

Email address: ___________________________

Date: ___________________________________

Customers submitting the request electronically through their AUTONEX PARTS customer account do not need to complete this form separately.

22. Contact

For cancellations, returns, exchanges, refunds, compatibility questions, damaged shipments or warranty support, contact: