RETURN, REFUND, AND CANCELLATION POLICY

This Return, Refund, and Cancellation Policy (the "Policy") applies to purchases made through the MarketParts MENA Hub W.L.L. website ("MarketParts" or the "Platform"). It outlines the process for returns, refunds, and cancellations for automotive spare parts and related products sold through the Platform.

MarketParts reserves the right to update this Policy periodically. Any changes to the Policy will be posted on this page, and once posted, the updated Policy will be effective immediately. You are responsible for reviewing the Policy regularly to stay informed of any changes. By continuing to access and use the Platform and its services, you agree to be bound by this Policy and any updates. Please also review MarketParts' Terms and Conditions, as this Policy is subject to and forms an integral part of those terms.

1. Definitions

• 1.1. Buyer: Refers to the individual, company, or entity purchasing or placing an order for automotive spare parts or related products through the Platform.
• 1.2. Seller: Refers to the individual, company, or entity selling automotive parts on the Platform. This may include MarketParts or third-party sellers.
• 1.3. Return: Refers to the process by which a Buyer returns purchased products in accordance with this Policy.
• 1.4. Refund: Refers to the reimbursement of the amount paid by the Buyer for a returned product, less any applicable deductions as per this Policy.
• 1.5. Product: Refers to any automotive spare parts or related items listed for sale by a Seller on the Platform.
• 1.6. Third-Party Marketplace Seller: Refers to Sellers other than MarketParts, selling products to Buyers via the Platform.
• 1.7. Cancellation: Refers to the termination of an order placed by a Buyer before the order has been shipped or delivered.
• 1.8. Change: Refers to a request for altering the quantity or specifications of a product in an order before the order has been processed.
• 1.9. Near-Expiry: Refers to products with a short remaining shelf life. For products with a shelf life of more than one year, "near-expiry" means less than 6 months remaining. For products with a shelf life of less than one year, "near-expiry" means less than 25% of the shelf life remaining upon delivery.
• 1.10. Cash-on-Delivery (COD): Refers to payment made by the Buyer upon delivery of the order.
• 1.11. Click & Collect: Refers to the option for Buyers to pick up their orders from designated MarketParts locations.

2. Cancellation Policy

2.1 Order Cancellations

Orders pending fulfillment can be canceled under the following conditions:

• Stocked Items: For items held in stock, cancellation requests should be made before the order reaches "ready to ship" status. Once the order status reads "ready to ship," cancellations will no longer be possible.
• Made-to-Order Items: Cancellation for custom or made-to-order products may not be feasible once production has commenced.

2.2 Cancellation Requests

Requests for order cancellations should be submitted via the Buyer's account on the Platform or by contacting our customer support team. If the cancellation is approved, MarketParts will stop processing the order and confirm the cancellation.

2.3 Cancellation by MarketParts

MarketParts reserves the right to cancel an order for any reason, including logistical issues, stock shortages, or inability to fulfill the order. If MarketParts cancels an order, the Buyer will be notified, and a full refund will be processed.

2.4 Cancellation of Large Quantity Orders

Cancellations of bulk or special orders may only be accepted with prior written agreement between the Buyer and Seller. Additional costs incurred by the Seller in preparing the order may be deducted from the refund amount.

3. Return and Refund Eligibility

3.1 Eligibility for Returns

Returns will only be accepted under the following conditions:

• The product was damaged during transit.
• The product is defective or incorrect.
• The product remains unused, unopened, and in its original packaging, including all documentation (e.g., manuals, warranties).

3.2 Non-Returnable Items

Certain items, such as custom-made or specially ordered spare parts, cannot be returned unless they are defective or damaged. Products marked as "non-returnable" on the product detail page are also not eligible for return.

3.3 Frozen and Perishable Items

For automotive-related consumable items (e.g., oils, lubricants), the Buyer must inspect the item upon delivery. Any defects must be reported immediately to the delivery agent. These items are not eligible for return once accepted.

4. Return Period

4.1 Consumable Products

Automotive consumables, such as oils and chemicals, must be returned within 24 hours of delivery if damaged or defective.

4.2 Other Products

For all other automotive spare parts, Buyers must notify MarketParts within 7 days of receiving the product, providing valid reasons and proof (e.g., photos, reports) for the return request.

4.3 No Notice

If no notice is provided within the specified period, the Buyer is deemed to have accepted the product as-is, without objection.

5. How to Initiate a Return

5.1 Process for Returns

To initiate a return, Buyers must notify MarketParts in writing or through the Platform's return request functionality within the Return Period, stating the reason for the return and providing supporting evidence, if required. The following information is required:

• Order ID
• Reason for Return
• Proof of defect or damage (e.g., photos)

5.2 Return Investigation

Once a return request is submitted, MarketParts will investigate the claim and determine whether the product is eligible for return. If the return is approved, a return label or collection service will be provided.

6. Return Shipping

6.1 Domestic Returns (Within the GCC)

For orders delivered within the GCC, MarketParts or the appropriate Seller will manage the collection and return process. No additional shipping fees will be charged to the Buyer.

6.2 International Returns

For international orders, Buyers may be responsible for covering return shipping fees unless the return is due to a product defect or error by MarketParts. MarketParts will inform the Buyer of the return shipping process once the return request is approved.

7. Refund Process

7.1 Refund Timelines

For eligible returns, refunds will be processed within 7 to 14 business days of receiving the returned product. The refund will be issued to the same payment method used for the original purchase, minus any applicable shipping or restocking fees (if applicable).

7.2 Refund Denial

MarketParts reserves the right to deny refund requests if the product returned does not meet the eligibility criteria outlined in this Policy. Refund requests may also be denied if the product shows signs of use, damage, or tampering.

8. Click & Collect

8.1 Collection Process

For orders placed with the Click & Collect option, the Buyer will be notified when the product is ready for pickup. The Buyer must inspect the products and confirm receipt by signing a delivery confirmation document. Once the product has been collected, it is deemed accepted, and returns will not be possible unless the product is defective or damaged.

8.2 Cancellation of Click & Collect Orders

Buyers opting for COD and failing to pick up their order within 48 hours of the scheduled collection time will have their order canceled without notice.

9. Special Conditions

9.1 Excessive Returns or Misuse

If a Buyer is found to misuse the return process (e.g., repeatedly returning non-defective products), MarketParts reserves the right to restrict, suspend, or terminate the Buyer's account.

If you have any questions or need further assistance with returns, refunds, or cancellations, please contact our customer support at info@marketparts.bh.

Last Updated: August 2024