Refund policy
Returns & Refunds
Last updated: 4 August 2026
We want you to order from TiWorks with confidence. This policy explains how order cancellations, returns, refunds and product issues are handled.
Order Cancellations and Changes
Please contact us as soon as possible if you wish to cancel or change an order.
We will do our best to accommodate your request. However, once an order has been processed or dispatched, we may be unable to cancel it or change its products, colour, specification or delivery address.
Change-of-Mind Returns
You may request a return within 14 days of receiving your order.
After notifying us of your decision to return an order, the products must be sent back within the following 14 days.
Before returning anything, please contact us to receive return instructions. Do not send products to our registered business address or to the address shown on the original parcel unless we have specifically instructed you to do so.
For change-of-mind returns, including products ordered in the wrong colour, size, length, specification or compatible model, the customer is responsible for the return shipping cost.
We strongly recommend using a tracked shipping service and retaining proof of postage.
Condition of Returned Products
Returned products should be in a condition suitable for resale and, where reasonably possible, include their original packaging.
You may inspect a product only to the extent reasonably necessary to check its appearance, dimensions and suitability, as you might in a physical store.
We may reduce the refundable amount to reflect any loss in value caused by handling, installation or use beyond what is reasonably necessary to inspect the product.
Examples include:
- Installation or thread marks;
- Tool, socket or torque marks;
- Scratches, chips or surface damage;
- Lubricant, threadlocker or anti-seize compound;
- Modification, misuse or incorrect installation.
Opening the packaging or visually inspecting a product does not automatically make it ineligible for return.
These conditions do not limit your rights where a product is faulty, damaged or not as described.
Incorrect, Missing, Damaged or Faulty Products
Please contact us as soon as possible if:
- You receive the wrong product;
- An item is missing from your order;
- The parcel or product arrives damaged; or
- You believe a product is faulty or not as described.
Please provide your order number and clear photographs of the product, packaging and shipping label where relevant. We may also request information about the component, installation position or circumstances in which the issue occurred.
If the issue is confirmed, we will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include:
- Sending missing or replacement parts;
- Replacing the product;
- Issuing a partial refund; or
- Issuing a full refund.
Where the problem is caused by a TiWorks error, transport damage or a confirmed product fault, TiWorks will cover reasonable return costs when a return is required.
Damage caused by incompatible sizing, incorrect fitment, excessive torque, modification, misuse or failure to follow appropriate installation practices is not considered a manufacturing fault.
Please do not dispose of a damaged or faulty product until we have completed our review and provided instructions.
Custom-Made Products
The following products cannot normally be returned because of a change of mind:
- Personalised or engraved products;
- Special sizes, finishes or specifications made specifically at the customer’s request.
This restriction does not apply where a product is faulty, damaged or not as described.
TiWorks’ standard colours and regularly stocked compatibility-specific products are not considered custom-made solely because of their colour or compatible model.
Refunds
We will inspect returned products and notify you when the return has been approved or if further information is required.
Where a refund is due, it will be issued to the original payment method without undue delay.
For eligible cancellation returns, the refund will be processed within 14 days of the earlier of:
- Our receiving the returned products; or
- Our receiving satisfactory evidence that the products have been sent back.
Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
For an eligible cancellation of the entire order, we will refund the product price and the cost of the least expensive standard delivery option offered for that order, where required by applicable law.
Any additional amount paid for upgraded or express delivery is not refundable beyond the cost of the least expensive standard delivery option.
Original delivery charges are not normally refunded for partial returns unless required by applicable law or the return results from our error.
Import duties, taxes or customs charges paid directly to a government authority or delivery carrier cannot normally be refunded by TiWorks. You may need to contact the relevant authority or carrier directly.
Return Shipping Responsibility
For change-of-mind returns, the customer is responsible for arranging and paying for return shipping.
The customer is responsible for the returned parcel until it is delivered to the return address provided by TiWorks. We recommend using a tracked and appropriately insured service.
TiWorks is not responsible for products returned without prior approval, sent to an incorrect address or lost during return transit.
Where a return is required because of an incorrect, damaged or faulty product confirmed by us, we will provide instructions regarding reasonable return shipping costs.
Exchanges
We do not currently offer automatic exchanges for change-of-mind returns.
To order a different colour, size or specification, please return the eligible original product and place a new order.
This does not affect replacements provided for incorrect, damaged or faulty products.
Contact Us
To request a return, cancel an eligible order or report an order problem, contact:
Please include:
- Your order number;
- The reason for contacting us;
- The product name or SKU; and
- Relevant photographs, where applicable.
Do not return any products until you have received return instructions from TiWorks.
Nothing in this policy limits or excludes any statutory rights available under applicable consumer law.