Returns & refunds
Every delivery starts an inspection window. If the part is wrong, damaged or does not fit, tell us before it closes: until then your money is still with us, not the supplier.
The inspection window
The window opens when delivery is confirmed — when you give the rider your delivery code, tap “Received”, or, if you do not respond, when the rider records a photo and location at your address.
- 48 hours for new parts.
- 72 hours for used (Tokunbo) and refurbished parts.
- Some categories set their own window. The one that applies is shown on your order once it arrives.
These are our current windows. Lengths for each category are still being finalised, and this page will change when they are. If nothing is raised before the window closes, the order completes and the supplier is paid.
Raising a return
On your order page, choose “Something is wrong”, or go to Raise a return in your account. Pick the item, say what is wrong, add a description and photos — the part, its label or part number, and any damage — and send it. Every return you raise, and where it has got to, is listed under Returns. If you would rather talk it through, support can help by chat, call or ticket.
The reasons we accept are:
- Wrong part supplied
- Does not fit my vehicle
- Arrived damaged
- Not as described
- Parts missing
- Changed my mind
- Something else
The moment a return is open, the money for that item is frozen. It cannot be paid to the supplier until the case is closed.
Parts marked non-returnable
Some parts are marked “Non-returnable once fitted” on the product page. You can still return them if they arrive wrong, damaged, not as described or do not fit — you cannot return them because you changed your mind. Which categories are non-returnable is being finalised; each product page says which applies.
What happens next
An agent reviews the case. They may ask the supplier for evidence, or arrange for us to collect the item and inspect it. The outcome is one of:
- A full refund
- A partial refund
- A replacement
- A rejection, with the reason written down
If you disagree with the decision, ask for it to be escalated to a supervisor. Every decision is recorded against the case.
Who bears the cost
- Supplier fault — the wrong or a damaged item, or fitment the supplier got wrong. The supplier pays; you do not.
- Our fault — for example, our agent confirmed a fitment that turned out wrong. We absorb it.
- Ordering error — you ordered a part after we warned it does not fit your vehicle. A return fee may apply.
How you are refunded
Your money goes back the way you paid: to your card or bank for the part you paid through our payment processor, and to your wallet for any part you paid with wallet credit. If you prefer, you can ask for the whole refund as wallet credit instead, which you can spend on any order. VAT is refunded with the item.