Return & Refund Policy

1) Who we are

This Return & Refund Policy applies to purchases made from Partsbay.me (“we”, “us”, “our”), via our website in the United Arab Emirates (“UAE”).

Contact email: info@partsbay.me

2) Your statutory rights under UAE consumer protection law

Nothing in this Policy limits any non-waivable consumer rights under UAE law. In particular, if a defect or fault is discovered in goods and the defect is attributable to the provider (for example due to preservation, storage, trading, installation, or similar reasons), the consumer has the right to choose return with refund, replacement, or repair without charge, subject to the applicable conditions and procedures under applicable UAE consumer protection legislation.

Special note for items without manufacturer/agent warranty

If goods have no product warranty (or do not have the commercial agent/distributor warranty), and a defect or fault is discovered within 30 days from the date the defect appears (whether apparent or hidden), UAE regulations provide for refund/return rights subject to the applicable conditions.

Recurring defects

Where a recurring defect cannot be fixed within the warranty framework (and the defect is not caused by consumer misuse), UAE regulations set conditions under which a consumer may be entitled to a replacement or to recover the value, subject to the applicable conditions.

3) Our store “change of mind” returns (non-defective items)

In addition to your statutory rights for defective/non-conforming goods, we offer the following voluntary return option for eligible items:

Eligibility conditions

• Item is unused, uninstalled, and in resaleable condition.
• Original packaging, labels, seals, and all accessories (if any) are intact.
• Proof of purchase (invoice/receipt/order number) is provided.
• If fitment validation is required, you provide VIN / vehicle details so we can verify compatibility.

4) Non-returnable items (unless defective or non-conforming)

For safety, traceability, and product integrity, the following are generally not eligible for “change of mind” returns:

• Electrical/electronic components once opened or installed (e.g., sensors, ECUs, modules, bulbs) unless defective.
• Liquids, oils, chemicals, adhesives, sealants, or any hazardous consumables once opened.
• Special-order / made-to-spec items ordered specifically for you (e.g., custom hoses, cut-to-length parts).
• Items with removed serial numbers/labels, or items returned incomplete.
• Any item that cannot be returned to its original state for resale due to its nature/packaging, except where the return is due to a manufacturing defect or non-conformity.

Note: If an item is defective or not as described, statutory remedies (repair/replacement/refund) may still apply even if the item is generally “non-returnable”.

5) Damaged, defective, or incorrect items

What to do

1. Notify us as soon as possible (recommended within 48 hours of delivery for shipping damage).
2. Email info@partsbay.me with your order number and clear photos/videos of the item, packaging, and label.
3. Do not install the part if you suspect it is incorrect or defective.

Our assessment

• We may request inspection, diagnostic report, or verification steps relevant to the part type.
• If the issue is confirmed as a defect/non-conformity attributable to the provider, you may choose (where applicable) refund, replacement, or repair without charge.

6) Refunds

• Approved refunds are processed to the original payment method unless otherwise agreed.
• If a 20% restocking fee applies, it will be deducted from the refund amount for eligible non-defective returns.
• Refund processing time: up to 30 days from the date your return is approved (bank posting times may vary by provider).
• Delivery fees are refundable only when the return is due to our error or a confirmed defect/non-conformity (as applicable).

7) Exchanges

• If you request an exchange, we will ship the replacement after the returned item passes inspection (or earlier if agreed).
• Price differences may apply if you exchange for a different product.

8) Return shipping & return address

• Return shipping is paid by the customer, unless the return is due to our error or a confirmed defect/non-conformity (where applicable).
• Returns must be shipped using postal services or courier companies (your choice), with suitable packaging and tracking.
• To protect your return, we recommend using a tracked and insured service; you are responsible for the item until it reaches us.
• Return address: we will provide the correct return address and any instructions after you contact us by email at info@partsbay.me.

9) How to request a return

1. Email us at info@partsbay.me
2. Include: order number, item(s), reason, photos (if applicable), and your preferred outcome (refund/exchange/repair).
3. We will reply with instructions and, where applicable, a return reference number and return address.

10) Complaints & escalation

If we cannot resolve your concern, you may contact the competent consumer protection authority in the UAE through official government channels.

11) Language

If we provide this Policy in multiple languages, the Arabic version (if published) may be used for regulatory purposes. If there is any inconsistency, we will aim to resolve it in a manner consistent with UAE consumer protection legislation.