1. The time period to submit the replacement or return request can be submitted request for replacement or return within 48 hours (two days) from the date of receipt of the request. Excluded from this products of oils, as they are non-refundable or non-returnable permanently.
2. The general conditions for replacement or return must be the product in its original condition, and the following are required:
- Not to have used the product in any way.
- Not to be opened or damaged.
- Keep the original packaging with all its components.
When issuing a return policy for the customer, the customer is responsible for following up on his shipment with the shipping company (Aramex), and ensuring its delivery to us, and he must provide us with the receipt number (delivery code) issued by Aramex to ensure the completion of the return process smoothly.
The request for replacement or return is sent via email:
[email protected]
3. The fees for cancellation, replacement, and return
A deduction of 17 - 55% of the total order value is determined by the store management depending on the cases and circumstances of the return in the following cases:
- Cancellation of the order after payment is completed.
- Request for replacement or return for any legitimate reason.
The above percentage includes all payment methods including installment companies (such as Tamara).
4. Shipping and delivery
The customer bears the full shipping costs for both ways in case of replacement or return.
The store is not responsible for following up on the shipment after it has been handed over to the shipping company.
In case of non-receipt of the shipment and its return to an address other than the store’s address, the full responsibility lies with the customer, and the store is not committed to any follow-up or compensation in this case.
For large parts such as bumpers, hoods, doors, trunks, or any large piece shipped via specialized external transport companies, not through regular shipping companies, and therefore the shipping bill for these parts cannot be tracked through the website or the usual tracking number.
The parts are shipped to the branch of the transport company in the customer’s city, and the customer is requested to receive the part directly from the branch.
The order cannot be canceled or returned unless it is proven to be non-compliant with the required proof in this policy.
The delivery time for bumpers, hoods, and large parts usually takes from 9 to 13 working days due to their size and special shipping nature.
The store has the right to change the shipping company at any time without prior notice to the customer as dictated by circumstances.
5. Preparing and setting up the order
The order is prepared within the warehouse within a period of 2 to 5 working days before shipping.
6. Partial replacement or return
Partial return or replacement of the order is not accepted.
The replacement or return must be for the entire order only.
7. Definition of "Original" products
The term "original" means that the product:
- Has the same factory quality and specifications as the agency piece.
- Comes in packaging different from the official packaging of the local agent.
- Is often manufactured in the country of origin of the car (China), not necessarily from the local agent’s production.
8. Receiving a wrong product and opening it
In case of receiving a wrong product and the customer opens it, he has the right to request only a replacement, and he does not have the right to request a refund.
9. Unreceived orders
If the customer did not receive the order and it was returned to the store:
The customer is given a 5-day period from the date the store received the order to specify his wish either to:
- Resend the order (after paying the shipping fee).
- Or cancel the order according to the discount policy.
If there is no response within the period, the customer’s right to claim the order or its value is forfeited.
In case of requesting reshipment, an additional fee of 60
applies.
Receiving the shipment from the shipping company is considered full acknowledgment by the customer that the product is intact and in good condition.
10. Manufacturing defects or errors in the order
In case of a manufacturing defect or error in the order, the store bears the shipping costs provided that:
- A clear video showing the defect or error is available.
- A documented technical report from an authorized and stamped maintenance center containing vehicle information.
The documents are sent to the email above.
11. Refunds
Refunds are processed within:
- 8 working days from the store’s receipt of the product and verification that it meets the conditions.
- 15 working days if purchased through installment companies like Tamara.
- 30 working days if paid cash on delivery (COD).
12. Important notes
All images of products are for illustration purposes only and may not reflect the actual appearance of the product, and sales are based on the type and model of the vehicle regardless of the external shape.
The store commits to delivering the order only to the shipping company branch within the customer’s city.
The store has the right to change the shipping company without prior notice.
In case of multiple orders for the same customer, the store may combine the orders into one shipment without returning to the customer.
The customer is responsible for contacting customer service before purchase to clarify any inquiries, and the purchase process constitutes explicit approval of all terms and policies.
13. Policy update
The store reserves the right to modify the replacement and return policy at any time without prior notice.
Completing the purchase is considered full and explicit agreement by the customer to all the above terms.
