Return & Refund Policy

JAPAN ENGINE & MARINE PTY LTD
103A Leveson Street, North Melbourne, VIC 3051
Phone: +61 480 804 439
Email: sales@japanengineandmarine.com.au
Last Updated: August 2026

At Japan Engine & Marine Pty Ltd, customer satisfaction and quality service are important to us. We source our engines and marine motors directly from Japan and take care to provide accurate product information and condition details. If there is a problem with your order, we are committed to assessing the matter fairly and providing an appropriate resolution in accordance with Australian Consumer Law and this policy.

90-Day Return Window

Customers may contact us to request a return within 90 days from the date of delivery. Return requests submitted after 90 days may still be considered where applicable rights and remedies under Australian Consumer Law apply.

1. Eligible Returns

A return, replacement, repair, or refund may be available where:

• The product received is incorrect or substantially different from the item ordered.
• The engine or marine motor has a major mechanical defect that was not disclosed in the listing.
• The item arrives damaged due to shipping or transport.
• The product has a defect or is not in working condition upon delivery, where applicable.
• The product does not substantially match the specifications or description advertised.
• The product has a failure covered by the consumer guarantees under Australian Consumer Law.

2. Change-of-Mind Returns

Where applicable, we may accept change-of-mind return requests within 90 days provided that:

• The item has not been installed, modified, dismantled, or damaged.
• The item remains in substantially the same condition as supplied.
• All accessories, documentation, and components supplied with the product are returned.
• The engine or marine motor is securely packaged to prevent damage during return transportation.

For approved change-of-mind returns, the customer is responsible for reasonable return shipping costs. Any applicable refund will be assessed based on the condition of the returned product.

3. Items and Circumstances Generally Not Eligible for Return

• Damage occurring after delivery as a result of misuse, improper installation, neglect, overheating, lack of lubrication, accident, or other customer-related causes.
• Products modified, dismantled, repaired, or altered without our approval.
• Damage resulting from incorrect wiring, tuning, installation, setup, or operation.
• Normal wear and cosmetic imperfections reasonably associated with used engines or marine motors.
• Consumable components such as seals, gaskets, belts, filters, spark plugs, fluids, and similar items, where applicable.
• Products intentionally damaged or materially altered after delivery.

These exclusions do not limit any rights or remedies that cannot legally be excluded under Australian Consumer Law.

4. How to Request a Return

1. Email sales@japanengineandmarine.com.au within 90 days of receiving your order, where applicable.
2. Please include:
   • Order number or invoice number.
   • A clear description of the issue.
   • Photos and videos showing the problem, where applicable.
   • Your name and contact information.
3. Our team will review the request and aim to respond within 1–2 business days.
4. If the return is approved, we will provide the relevant return instructions.
5. Returned items should be securely packaged to minimise the risk of damage during transportation.

5. Return Shipping Costs

• If the return is due to an incorrect item, a product defect, or an error on our part, we will cover reasonable return shipping costs or arrange collection where appropriate.
• For approved change-of-mind returns, the customer is responsible for reasonable return freight charges.

6. Restocking Fees

Japan Engine & Marine Pty Ltd does not ordinarily charge restocking fees on approved returns. Any refund will be assessed according to the circumstances of the return, the condition of the product, and applicable Australian Consumer Law requirements.

7. Refund Processing

• Where a refund is approved, it will generally be processed after the returned item has been received and assessed.
• Where possible, refunds will be made using the original payment method.
• We aim to process approved refunds within 3–7 business days after the refund has been authorised.
• Bank and payment-provider processing times may vary.
• Where applicable, reasonable shipping charges may be refundable when the return results from our error or a product failure covered by Australian Consumer Law.

8. Exchanges, Repairs & Replacements

Where appropriate and where stock is available, customers may be offered a replacement product instead of a refund. Replacement products are subject to availability and suitability. Depending on the circumstances, a repair or other appropriate remedy may also be available.

Nothing in this policy limits any repair, replacement, refund, or other remedy that may be required under Australian Consumer Law.

9. Damaged Shipments

If your order arrives visibly damaged, please notify us as soon as reasonably possible and, where possible, within 48 hours of delivery. Please provide photographs of the packaging, shipping condition, and product damage.

We will assess the circumstances and, where appropriate, work with the relevant carrier to resolve the matter and arrange an appropriate remedy.

10. Contact Information

JAPAN ENGINE & MARINE PTY LTD
103A Leveson Street, North Melbourne, VIC 3051
Email: sales@japanengineandmarine.com.au
Phone: +61 480 804 439