FAQ's and Policies

You can reach our customer support team by emailing info@ctmparts.com.au, calling +61 3 8202 9023, or using the live chat or message apps on our website. Our dedicated team is available to assist with any enquiries or issues.

We’re committed to providing prompt and effective solutions to ensure your satisfaction.

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from South Eastern Australian Lubricants Pty Ltd. For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please fill out the form on our Contact Us page. 

Personal information we collect

When you visit our website, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse our website, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.) We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

How do we use your personal information?

We use the Order Information that we collect generally to fulfil any orders placed through our website (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).

Additionally, we use this Order Information to:

- Communicate with you;

- Screen our orders for potential risk or fraud; and

- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

Sharing your personal information

We share your Personal Information with third parties to help us use your Personal Information, as described above. These are commonly wen analytics providers or payment gateways used to process customer payments.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Data retention & changes 

When you place an order through our website, we will maintain your Order Information for our records unless and until you ask us to delete this information.

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

Product Returns are accepted within seven (7) days of receipt by the Customer of delivery from us , in line with our Terms and Conditions, so long as;

●        Within 24 hours of delivery or collection and prior to installation or use of any Goods, the Customer inspects the Goods as appropriate as to the type, quantity, quality, aesthetics, appearance, finish, shade, colours, layout patterns, suitability of purpose and any other characteristic of the Goods

●        The Goods are returned in the original state or condition in which they were supplied, and remain in original boxes together with all packaging and instruction material

●        The Goods are in as new condition, and are from current stock held in store by us and, if applicable, matching current stock shade, model or finish

●        All Goods returned by the Customer are subject to assessment by us, and may, if permitted by the Australian Consumer Law or any other law, refuse to accept the return of the Goods at our sole discretion.

Restocking fees apply:

Consumable stocked products

15% restocking fee plus any repackaging and handling fees, subject to supplier conditions  

Custom or bespoke products

Custom or bespoke products made to customer order are non-refundable. Please ensure your order is clearly checked prior to submitting. 

For more detailed information please see our full Terms and Conditions.