Return & Exchange Policy

This Return & Exchange Policy (“Policy”) governs any request for return, exchange, replacement, rejection, or related claim in connection with any products supplied by Dragon Auto Spare Parts L.L.C (“Company”, “we”, “us”, or “our”), whether purchased through our website, online payment channels, quotations, invoices, WhatsApp, email, telephone, in-store dealings, or any other sales channel.

By accessing or using our website, requesting a quotation, placing an order, making payment, accepting delivery or collection, or otherwise purchasing from us, you acknowledge that you have read, understood, and agreed to be bound by this Policy.

1. Nature of Business

The Company is a seller of auto spare parts only. The Company does not provide installation, fitting, repair, maintenance, workshop, diagnostic, or similar services.

All products are supplied on the basis that the buyer assumes sole responsibility for confirming compatibility, fitment, specifications, suitability, and intended use prior to purchase and prior to any installation or use.

2. Limited Return / Exchange Basis

Due to the nature of auto spare parts, return, exchange, or replacement of products is permitted only in limited circumstances and strictly subject to this Policy.

No buyer shall have any right to return or exchange any product except as expressly set out herein or where otherwise required by applicable law.

3. Buyer Verification and Responsibility

The buyer is solely and fully responsible for:

• verifying the correctness of the part before placing the order;

• confirming compatibility, fitment, specifications, and suitability for the relevant vehicle or application;

• checking the chassis number / VIN, part number, make, model, year, engine, variant, and any other technical or identifying information;

• reviewing all quotations, order confirmations, invoices, product references, and related details before payment;

• inspecting the product immediately upon delivery or collection and prior to installation, resale, handling, testing, or use.

Any assistance, reference, guidance, identification support, or opinion provided by us, whether verbally, electronically, or in writing, is provided for general reference only and shall not constitute any representation, guarantee, condition, or warranty.

Where any product is supplied based on information, samples, references, specifications, or instructions provided by the buyer, the Company shall not be liable for any mismatch, incompatibility, non-suitability, or ordering error resulting from incomplete, inaccurate, misleading, or incorrect information supplied by the buyer.

4. Circumstances in Which a Request May Be Considered

Subject always to our prior written approval and inspection, a return, exchange, or replacement request may only be considered where:

• the product supplied is materially different from the product expressly confirmed in the order or invoice;

• the product was physically damaged prior to delivery or collection and such damage is reported within the period stated below;

• the product is confirmed by us, in our reasonable determination and following inspection where required, to be defective at the time of supply.

Any such request must be submitted within 3 calendar days from the date of delivery or collection. Any request submitted after that period may be rejected at our sole discretion, except where otherwise required by applicable law.

5. Mandatory Conditions

No return, exchange, or replacement request shall be considered unless all of the following conditions are satisfied:

• the product remains unused, uninstalled, unaltered, undamaged, and in the same condition in which it was supplied;

• the product is returned in its original packaging, with all labels, seals, tags, accessories, manuals, and related items intact and complete;

• the buyer provides the relevant invoice, order reference, and supporting evidence reasonably requested by us;

• the product is made available for inspection by us in the manner directed by us.

Failure to satisfy any of the above conditions shall entitle us to reject the request.

6. Excluded Items

Unless expressly approved by us in writing, the following categories of products are excluded from return, exchange, and replacement:

• products that have been used, installed, fitted, tested, opened, tampered with, altered, repackaged, or damaged;

• products with broken seals, removed labels, incomplete packaging, or missing parts/accessories;

• products ordered, selected, approved, or confirmed incorrectly by the buyer;

• products supplied based on buyer-provided VIN, chassis number, part number, sample, technical details, or instructions where the buyer later determines that the item is not suitable or no longer required;

• special-order items;

• overseas-sourced items;

• non-stock items;

• custom-sourced items;

• supplier-procured or order-on-demand items;

• electrical, electronic, or sensitive items, unless otherwise expressly approved by us in writing and confirmed defective upon inspection;

• discounted, promotional, liquidation, clearance, final-sale, or expressly non-returnable items.

For the avoidance of doubt, no item that has been used, installed, opened, altered, or damaged after supply shall be eligible for return, exchange, or replacement.

7. Special Orders

Special orders, overseas orders, non-stock items, custom-sourced items, and supplier-procured items are procured specifically upon buyer request and may not be cancelled, returned, exchanged, or rejected once confirmed and processed.

Any exception shall be entirely at our sole discretion and shall not be binding unless confirmed by us in writing.

8. Notification Procedure

If the buyer seeks to submit a request under this Policy, the buyer must notify us through our official communication channels and provide:

• invoice number or order reference;

• product description and part number;

• a clear written description of the issue;

• clear photographs, videos, or other evidence where requested by us.

The buyer must preserve the product in its original condition pending our instructions. The buyer shall not take any action that may affect our ability to inspect or verify the claim.

9. Return Authorization

No product may be returned without our prior written authorization.

If return authorization is granted, the buyer must comply strictly with the return procedure communicated by us. Any unauthorized return may be refused, returned to sender, or held without acceptance.

Authorization to return a product for inspection does not constitute acceptance of the claim and does not create any obligation on us to exchange, replace, or refund.

10. Inspection and Determination

All returned products shall be inspected by us, and where necessary, may be referred to a supplier or manufacturer for technical verification.

Our determination, including any determination based on supplier or manufacturer feedback where applicable, shall be final to the fullest extent permitted by law.

If the product fails inspection or does not satisfy the conditions of this Policy, we may reject the request and return the product to the buyer at the buyer’s cost.

11. Remedy

If, and only if, a claim is approved, we may, at our sole option and discretion:

• replace the product;

• exchange the product for the same or equivalent item, subject to availability;

• issue store credit; or

• refer the matter to our Refund Policy where a refund is considered appropriate.

Nothing in this Policy shall obligate us to provide a cash refund unless required by applicable law or expressly approved by us in writing.

 

12. Return Costs and Risk

Unless the return arises solely from our confirmed error, the buyer shall bear all costs and risks associated with the return, including shipping, transport, courier, customs, duties, clearance, insurance, handling, and packaging costs.

Risk of loss or damage during return transit remains with the buyer until the product is actually received and accepted by us.

 

13. No Warranty Except as Expressly Confirmed in Writing

Unless expressly stated by us in writing, all products are supplied as-is and without any warranty, representation, or condition of any kind, whether express or implied, to the fullest extent permitted by applicable law.

Where any manufacturer or supplier warranty may apply, any claim shall be subject exclusively to that manufacturer’s or supplier’s own terms, review, inspection, and approval process.

No oral statement, informal communication, advertisement, product listing, sales discussion, prior dealing, or course of conduct shall create any warranty, guarantee, or undertaking unless expressly confirmed by us in writing.

14. Delivery and Time Estimates

Any delivery date, lead time, shipping estimate, or ETA provided by us is indicative only unless expressly stated by us in writing to be binding.

We shall not be liable for any delay arising from supplier delays, shipping delays, courier issues, customs procedures, regulatory matters, force majeure, inaccurate customer information, failed delivery attempts, or any event beyond our reasonable control.

15. Limitation of Liability

To the fullest extent permitted by applicable law, the Company shall not be liable for any indirect, incidental, special, punitive, or consequential loss or damage, including any loss of profit, revenue, business, opportunity, use, goodwill, or data, arising from or in connection with:

• the supply, non-supply, use, resale, or inability to use any product;

• compatibility or fitment issues;

• buyer ordering errors;

• incomplete or incorrect information supplied by the buyer;

• delays caused by suppliers, manufacturers, carriers, customs, payment providers, or other third parties;

• any matter outside our reasonable control.

In all cases, our total aggregate liability in relation to any claim under this Policy shall not exceed the amount actually paid by the buyer for the specific product giving rise to the claim, unless otherwise required by applicable law.

 

16. Right to Reject Requests

We reserve the right, at our sole discretion and to the fullest extent permitted by law, to reject any return, exchange, replacement, or related request that does not strictly comply with this Policy.

 

17. Governing Law and Jurisdiction

This Policy and any dispute, controversy, claim, or matter arising out of or in connection with this Policy, the website, any quotation, order, invoice, payment, delivery, collection, or transaction with us shall be governed by and construed in accordance with the laws of the United Arab Emirates.

Any such dispute shall be subject to the exclusive jurisdiction of the competent courts of the United Arab Emirates, unless otherwise required by applicable law.

 

18. Amendments

We may amend, revise, or update this Policy at any time. The updated version shall be posted on our website with the revised date.

Your continued use of the website or continued dealings with us after such update constitutes acknowledgment and acceptance of the updated Policy.

 

19. Contact

If you have any question regarding this Policy or wish to submit a request, please contact us:

Dragon Auto Spare Parts L.L.C
Phone: +971 50 808 4435
Email: info@dragoncarparts.net
Address: Al Muwaihat 3, Ajman , United Arab Emirates.