Returns, Refunds & Cancellations

VINZONE AUTO PARTS

Returns & Refunds Policy | vinzone.io

This policy is governed by 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 (Executive Regulations), and Federal Decree-Law No. 14 of 2023 on E-Commerce. Your rights under UAE law are fully protected.

Quick Reference Summary

Return Type	Timeframe	Outcome
Unwanted / Incorrect Order	14 days from delivery	Full refund or exchange (unused, original packaging)
Wrong Item Sent by Vinzone	7 days from delivery	Full refund or free replacement + free return shipping
Damaged on Delivery	7 days from delivery	Full refund or replacement (photo proof required)
Faulty / Defective Part	30 days from fault discovery	Repair, replacement, or full refund per UAE law
Special-Order Parts	Non-returnable (unless faulty)	Warranty claim only
Cancelled Before Dispatch	Before dispatch confirmation	Full refund within 5 business days

1. Order Cancellation

You may cancel your order at any time before dispatch for a full refund. To cancel, contact us immediately via WhatsApp, phone, or email.

• Cancellations before dispatch: Full refund processed within 5 business days to your original payment method.
• Cancellations after dispatch: The order will be processed as a standard return once delivered. Return shipping costs apply.
• Special-order parts that have already been ordered from the supplier cannot be cancelled — please contact us to discuss your options.

2. Returns for Unwanted or Incorrectly Ordered Parts

We understand that parts can be difficult to identify. We will always work with you to find the correct solution.

Standard Stock Parts

• Return within 14 days of delivery for a full refund or exchange.
• Parts must be unused, uninstalled, and in original, undamaged packaging with all labels and seals intact.
• A 15% restocking fee may apply if items are not in resaleable condition.
• Return shipping costs are the customer's responsibility 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 non-stocked genuine parts.

Special-Order Parts

• Special-order parts are non-returnable unless found to be faulty or incorrectly supplied by Vinzone.
• If a special-order part is faulty, it will be handled under our Warranty Policy (Section 5).

3. Damaged or Incorrect Items

We take quality seriously. If your order arrives damaged or incorrect, we will resolve it promptly.

Damaged on Delivery

• Inspect your package upon delivery. If visibly damaged, note this on the delivery receipt / courier documentation before signing.
• Report visible damage within 7 days of delivery with photographic evidence.
• Claims for items signed for as undamaged and not reported within 7 days may not be accepted.

Incorrect Item Received

• If we send you the wrong item, report it within 7 days of delivery with clear photos of the part received and the packaging label.
• Vinzone will arrange collection at no cost to you and dispatch the correct part or issue a full refund.
• We will dispatch your replacement after receiving and inspecting the returned item. In urgent cases, we may dispatch immediately and arrange return simultaneously.

4. Faulty Parts — UAE Consumer Protection Rights

Under UAE Federal Law No. 15 of 2020 and Cabinet Resolution No. 66 of 2023, if a defect or fault is discovered within 30 days of the fault appearing, you are entitled to a full refund, replacement, or repair at no cost to you.

• Report the fault within 30 days of discovering it (as required by UAE law) with a description and photographic or video evidence.
• Vinzone will inspect the item and, in consultation with the supplier, offer one of: (a) full refund, (b) replacement part, or (c) repair or credit.
• If the same fault recurs three times within the first year, you are entitled to a full refund or replacement under UAE law.
• Parts that have been incorrectly installed, modified, or used outside their specification are excluded from fault returns.
• Vinzone is not liable for consequential or indirect losses including labour, fitting charges, or loss of use.

5. Warranty Policy

All parts sold by Vinzone carry the warranty specified by the manufacturer or supplier, commencing from the date you receive the part.

• Warranty periods vary by part type and manufacturer — please refer to product listings or contact us for specific warranty information.
• The warranty period is automatically extended by any period during which you were unable to use the part due to a defect being repaired, in accordance with UAE law.
• Warranty does not cover wear and tear, damage caused by incorrect installation, misuse, or modifications.
• To make a warranty claim, contact us with your order details, a description of the fault, and supporting evidence. We will guide you through the process.
• Spare parts for which there is no product warranty, or where the spare part warranty conflicts with the full product warranty, are subject to a 30-day fault return period under UAE law.

6. Exchange / Surcharge Parts

Certain remanufactured or reconditioned parts (e.g. steering boxes, gearboxes, transfer boxes) are supplied on an exchange basis and include a refundable surcharge deposit.

• The surcharge deposit is refunded upon return of your old ('core') unit within the timeframe specified on the product listing.
• The old unit must be fully drained of fluids, complete, and in a reconditionable condition. Units with cracked or broken housings will not qualify for surcharge refund.
• The surcharge cannot be waived. If you do not have an old unit or it is not in a reconditionable condition, the surcharge forms part of the full purchase price.
• Return shipping of the old unit is the customer's responsibility. Vinzone can assist with arranging courier collection upon request.

7. How to Initiate a Return

Step 1 — Contact Us	Reach out via WhatsApp, email, or phone within the applicable timeframe with your order number and reason for return.
Step 2 — Get Authorisation	Our team will review your request and issue a Return Authorisation (RA) number. Returns without an RA number may not be processed.
Step 3 — Pack the Item	Securely re-pack the item in its original packaging with all components, labels, and accessories. Include a copy of your invoice and the RA number.
Step 4 — Ship the Return	Use a tracked/registered courier. Vinzone is not responsible for items lost in transit. Keep your tracking number for reference.
Step 5 — Refund Processed	Once received and inspected, refunds are processed within 5–10 business days to your original payment method.

8. Refunds

Refunds are issued to the original payment method used at the time of purchase. Processing times depend on your payment provider:

• Bank Transfer / Direct Payment: 3–7 business days
• Credit / Debit Card: 5–10 business days (subject to your bank's processing time)
• Cash on Delivery (COD) Orders: Refunded via bank transfer — please provide your account details when requesting the refund
• Vinzone does not charge a fee for processing refunds. No credit card surcharges are applied to any transaction, in accordance with UAE law.

9. Non-Returnable Items

The following items cannot be returned unless they are found to be faulty or incorrectly supplied by Vinzone:

• Special-order parts that have been specifically procured at the customer's 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 from their original condition
• Items without their original packaging, seals, or labels

 

This policy complies with UAE Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree-Law No. 14 of 2023 on E-Commerce.

---