Refund policy

Last updated: 7 August 2026

This policy applies to every order placed on vinzone.io, which is sold by Vinzone Auto Spare Parts UAE, Industrial Area 5, Second Floor, Office 202, Sharjah, United Arab Emirates. It is governed by UAE Federal Law No. 15 of 2020 on Consumer Protection (as amended by Federal Decree-Law No. 5 of 2023), Cabinet Resolution No. 66 of 2023, and Federal Decree-Law No. 14 of 2023 on E-Commerce. Nothing in this policy limits your rights under those laws. An Arabic version of this policy is published at /pages/returns-refunds-cancellations.

Summary

  • Unwanted or incorrectly ordered part: return within 14 days of delivery for a full refund or exchange, if unused and in original packaging.
  • Wrong item sent by VinZone: tell us within 7 days of delivery for a full refund or free replacement, with free return shipping.
  • Damaged on delivery: tell us within 7 days of delivery, with photographs, for a full refund or replacement.
  • Faulty or defective part: report within 30 days of discovering the fault for a repair, replacement or full refund under UAE law.
  • Special-order parts: non-returnable unless faulty or incorrectly supplied.
  • Cancelled before dispatch: full refund within 5 business days.

1. Cancelling an order

You may cancel at any time before dispatch for a full refund. Contact us by WhatsApp, phone or email as soon as possible.

  • Cancelled before dispatch: full refund to your original payment method within 5 business days.
  • Cancelled after dispatch: handled as a standard return once the parcel is delivered. Return shipping costs apply.
  • Special-order parts already ordered from the supplier cannot be cancelled. Contact us and we will discuss the options.

2. Unwanted or incorrectly ordered parts

Standard stock parts. Return within 14 days of delivery for a full refund or exchange. Parts must be unused, uninstalled and in their original, undamaged packaging with all labels and seals intact. A restocking fee of up to 15 per cent may apply if the item is not in resaleable condition. Return shipping is at your cost unless the return is due to our error.

Non-stocked genuine JLR parts. Must be returned unopened, with all original packaging intact, within 7 days of receipt. Returns after 7 days cannot be accepted for these parts.

Special-order parts. Non-returnable unless faulty or incorrectly supplied by VinZone. If faulty, they are covered by the warranty section below.

3. Damaged or incorrect items

Damaged on delivery. Inspect your parcel on arrival. If it is visibly damaged, note this on the courier's delivery receipt before signing. Report the damage to us within 7 days of delivery with photographs. Claims for items signed for as undamaged and not reported within 7 days may not be accepted.

Wrong item received. If we sent the wrong part, tell us within 7 days of delivery with clear photographs of the part and the packaging label. We will arrange collection at no cost to you and either send the correct part or refund you in full.

4. Faulty parts and your rights under UAE law

Under UAE Federal Law No. 15 of 2020 and Cabinet Resolution No. 66 of 2023, if a defect appears and you report it within 30 days of discovering it, you are entitled to a full refund, a replacement or a free repair.

  • Report the fault within 30 days of discovering it, with a description and photographic or video evidence.
  • We will inspect the part and, with the supplier, offer a full refund, a replacement, or a repair.
  • If the same fault recurs three times within the first year, you are entitled to a full refund or replacement.
  • Parts that have been incorrectly installed, modified, or used outside their specification are excluded.
  • We are not liable for indirect losses such as fitting charges, labour, or loss of use of the vehicle.

5. Warranty

All parts carry the warranty specified by the manufacturer or supplier, starting on the date you receive the part. Warranty periods vary by part and manufacturer; the product page or our team can confirm the period for any item. The warranty is extended by any period during which you could not use the part while a defect was being repaired, as required by UAE law. Warranty does not cover wear and tear, incorrect installation, misuse or modification. To make a claim, contact us with your order number, a description of the fault and supporting evidence.

6. Exchange and surcharge parts

Some remanufactured units, such as gearboxes, transfer boxes and steering boxes, are supplied on an exchange basis with a refundable surcharge deposit. The deposit is refunded when your old unit is returned within the period stated on the product page. The old unit must be complete, drained of fluids and in reconditionable condition; units with cracked or broken housings do not qualify. Return shipping of the old unit is at your cost, and we can arrange courier collection on request.

7. How to start a return

  1. Contact us by WhatsApp, email or phone within the applicable time limit, with your order number and the reason for the return.
  2. We review your request and issue a Return Authorisation number. Returns sent without one may not be processed.
  3. Repack the item in its original packaging with all components and labels, and include your invoice and the RA number.
  4. Send it with a tracked courier and keep the tracking number. We cannot take responsibility for items lost in transit.
  5. Once received and inspected, your refund is processed within 5 to 10 business days.

8. Refunds

Refunds are issued to the original payment method. Processing times depend on your provider: bank transfer 3 to 7 business days, credit or debit card 5 to 10 business days. Cash on delivery orders are refunded by bank transfer, so please give us your account details when you request the refund. We do not charge any fee for processing a refund and we do not apply card surcharges, in line with UAE law.

9. Items we cannot accept back

Unless faulty or incorrectly supplied by us:

  • Special-order parts procured at your request.
  • Electrical components that have been unpacked, installed or used.
  • Fluids, oils, lubricants and chemicals that have been opened.
  • Parts that have been modified, cut or altered.
  • Items missing their original packaging, seals or labels.

10. Contact us about a return

Vinzone Auto Spare Parts UAE, trading as VinZone
Industrial Area 5, Second Floor, Office 202, Sharjah, United Arab Emirates
Email: info@vinzone.io
Phone and WhatsApp: +971 56 595 0260
Monday to Saturday, 9:00 to 19:00 Gulf Standard Time. Closed Friday.

We will send you the return address with your Return Authorisation number. Please do not send anything back before you receive it.