Frequently Asked Questions

Supercheap Auto aims to provide the best customer service we can, however we understand that sometimes everything doesn't go to plan. Find the answers below to some of our more commonly asked questions.

Online Ordering

Can I order online and pick up from my local store?

Yes, We offer a Click & Collect service.

How long will it take to receive my order?

We process and dispatch most orders within 1-2 business days. Delivery times can vary from 1-10 business days after dispatch for smaller items, and 3-10 business days for larger items, depending on your delivery location.

Can I change my order once I have received a confirmation email?

Generally once your order has been dispatched we are unable to add to, remove from or modify your selection. Click here to find out more.

Can I have an item purchased online fitted at one of your stores?

Yes, provided we offer a fitment service for the item in question. Conditions do apply for fitments please contact your local store for details.

Shipping & Delivery

Can I have my order sent to my place of work?

Yes, when you place an order you are asked to enter both your contact details along with the delivery address.

Where is my order coming from?

We currently have online order processing facilities located in Auckland however at times products may be dispatched from one of our local Supercheap Auto stores depending on stock availability.

How much does shipping cost?

Your delivery charge will vary depending on the size, weight and location of the products you choose to purchase as well as your delivery location of choice.

Click & Collect

Where is Click & Collect available?

Click & Collect is available at all Supercheap Auto stores - subject to stock availability in your selected store.

Are there any extra fees or charges to use your ‘Click & Collect’ service?

No, we do not charge additional fees for this service, it is free of charge.

How will I know my order is ready for collection in store?

You will receive a notification either by SMS or email (depending on what you selected when you placed your order) to confirm your order is ready to be collected.

What do I take into the store to pick up my order?

Your order confirmation and ID are required to pick up your order. A driver’s license is required for collection of orders over $100 value.

Can someone else collect my order?

To protect our customers, only the person specified on the order details is able to collect the order and will be required to provide appropriate identification.

What are your store opening hours?

Store trading hours are displayed online on our store locator page and can vary by location.

Can I go to the store to pick up the item before I receive the confirmation?

Visiting the store prior to receiving the email or SMS alert may result in your items not being ready for collection when you arrive.

How long do I have to collect my order?

Your order must be collected within 7 business days, if you're unable to collect within this period of time we recommend contacting your collection store and advising when you will be able to collect your item. Uncollected orders will be cancelled and refunded after this period of time.

How do I cancel my order?

Please call us on 0800 500 605 and our Customer Service Team can assist you.

Returns & Refunds

When to return a product?

We offer you a replacement, credit or refund where products have a major failure, such as:

• When they are faulty
• Wrongly described
• Different from a sample shown to you; or
• Do not do what they are supposed to do

Where to return a product?

We offer you a replacement, credit or refund where products have a major failure, such as:

Online Purchases

Products purchased online can be returned in-store at your nearest Supercheap Auto Store.

Alternatively to be collected via post or courier, liaise with our Customer Contact Centre on the below contacts:

• Email: nzonlinestore@supercheapauto.com
• Phone: 0800 500 605 between the hours of 9:30am and 5:00pm NZST (Auckland) Monday to Friday.

In-store Purchases

Products purchases in store must be returned to the front service desk of your nearest Supercheap Auto store. This includes products that carry a manufacturer’s warranty, which may need to be assessed by the manufacturer.

Click here to find your closest store!

What information do I need to return a product?

To complete a return in store we request that you:

• Show your receipt or proof of purchase (This can include a bank statement, Club+ transaction history, etc).
• Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).
• Provide us with any extra information we may need to process your return.

Returning a product with a receipt

• For an exchange, credit, refund or repair we ask for your name, telephone number and signature in addition to your receipt.
• All purchases made on a debit/credit card will be credited back to the original card used, so please have your card with you.

Returning a product without a receipt

• If you don’t have a receipt, we ask for your photo identification showing your name, address and signature.
• You can help us determine proof of purchase by providing a Bank Statement or similar.

Consumer guarantees under New Zealand Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels.

Our Store Managers can assist you with further information about the warranty period for the product you return.

Expenses relating to the return of a product

Any expenses relating to the return of your product to store will normally have to be paid by you. For online store purchases, we will pay for return freight for any product assessed as having a major failure.

Returning a product that may require assessment

We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment, such as:

• Bicycles
• Sound, electrical and motor driven products
• Compressors
• Power tools; and
• Customer orders – non store stock items

Liasing with the manufacturer

For some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent. Our store team members can provide you with the relevant manufacturer contact details.

Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We offer a refund or replacement if the product is assessed as having a major failure.

Special procedures for the return of certain products

The repair of your goods may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Bulky and fuel operated products:

For safety reasons, please contact your nearest local Supercheap Auto store before returning any bulky or fuel operated products, such as:

• Engine cranes
• Gas cylinders
• Generators
• Line Trimmers

How long does it take for a refund to be processed?

Your refund will be processed once your product has been successfully returned and inspected by our team. Please allow 3-5 business days for your refund to then be processed back to your payment service provider (e.g. Afterpay, Credit Card, etc).

Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.

Exclusions

In some cases a refund, replacement, or repair may not be offered if you:

• Substantially modify the product;
• Misuse the product contrary to user instructions or packaging labels; or
• Simply change your mind.

Certain products are excluded under our Returns Policy unless they are faulty, these include:

• Tailor made customer orders (seat covers, dash mats and floor mats);
• Storage discs (CD’s and DVD’s).

Your rights under the New Zealand Consumer Law:

This Returns Policy is in addition to the conditions and guarantees which are mandatory as implied by the Consumer Guarantees Act 1993 (NZ).

Further Information

For updates to this Returns Policy please visit our Supercheap Auto website. At any time you can discuss our policy with your local Supercheap Auto Store Manager.

Dispute Escalation

If you feel that your rights under consumer law or our Returns Policy have not been met, please forward your concerns in writing to:

Product Assurance Officer
Super Cheap Auto
GPO Box 344
STRATHPINE QLD 4500

Your Privacy

Supercheap Auto will only collect, use and disclose your personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Cth) and Privacy Act 1993 (NZ).

Our Privacy Policy can be located here.

For your nearest store details

Store locator here or phone 0800 500 605.

Any other questions?

Supercheap Auto will only collect, use and disclose your personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Cth) and Privacy Act 1993 (NZ).

If you cannot find the answer to your question here, we recommend you to call our Customer Care Team and let the advisor know the details of your order and / or about your question. Click here for their details

Payment & Pricing

Are your online prices the same as in stores?

Our online pricing is based on our Metropolitan store pricing, variations due to regional pricing or local promotions may occur.

Can I use my Trade Account Card for discounts on products bought online?

We currently only offer the Trade Account program for purchases in stores, this service is not available online.

Is Afterpay available in my local store?

Yes! Supercheap Auto now accepts In Store payment from Afterpay. Afterpay can be used for purchasing products In Store and can be redeemed during the normal payment transaction process at the checkout.

Gift Cards & Layby

Can I use a Supercheap Auto Gift Card to purchase online?

Yes, you can use a Gift Card to purchase online or in store.

Can I use multiple gift cards to purchase Online?

Unfortunately at this stage we are only able to accept one gift card online in the same transaction.

Can I use multiple gift cards to purchase In-Store?

Yes, multiple gift cards can be redeemed in store during the same transaction.