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Return Policy & Procedure

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Last updated: January 24, 2020

IMPORTANT RULES APPLICABLE TO ALL RETURN REQUESTS

What are the conditions in which we can process or accept your Returns Request successfully?

We will accept your Return Request, only if:

  • Your return request was made within 30 calendar days for all products from the date the product was either delivered to the buyer’s address, received by the buyer or original recipient
  • Your return request is not against a part(s), which is not eligible for returns and therefore marked “No Return is Accepted”
  • You have returned the part(s) to us strictly maintaining the following conditions:
    • Unused (parts must not be disassembled, mounted, painted or damaged due to incorrect installation or customer error)
    • Returned in its original packaging
    • Returned in its original condition (including all the items and components that were included in the original package)
  • You adhere to any and all other instructions communicated to you by our Customer Support team, since it has been deemed necessary to successfully process your return request

What are the conditions in which we will not be able to process or accept your Return Request?

We will NOT be able to accept your Return Request, if:

  • Your return request was made after 30 calendar days from the date of receipt of the items has elapsed
  • Your return request was made on products that are not eligible for returns and marked “No Return is Accepted”
  • The item you returned has been deemed (after inspection) to be used, mounted, disassembled, painted or damaged due to incorrect installation or customer error
  • You do not return the items in its original packaging
  • You fail to adhere to the instructions relayed to you by our Customer Support team

What are the part(s) not eligible for returns and therefore will be marked “No Return is Accepted”?

The part(s) that are not eligible for returns at Partscargo.com are:

  • Bumper Cover (Front & Rear)
  • Bumper Reinforcement
  • Hood
  • Fender
  • Radiator Support
  • Door Shell
  • Trunk/Tailgate

ORDER CANCELLATION

Our Policies in relation to Cancellation of customer order

If our customer manages to put in their order cancellation request prior to their order entering “Processing” phase, then:

  • The order will be successfully cancelled
  • A full refund will be provided

When is it acceptable?

After placing an order, you will be able to Cancel your order, ONLY if our Order Management team has not begun processing your order which will be represented by the Status - “Waiting to be Processed” (as demonstrated below):

return acceptable

When is it not acceptable?

If we begin to process your Order, then you will no longer be allowed to Cancel your order which will be represented by the Status – “Processing” (as demonstrated below):

return acceptable

In such an event, you can:

  • Report your order as “No Longer Needed” (described below); OR
  • Contact our Customer Support team (via Phone or Support Center) for guidance

How can you Cancel your order using Partscargo.com?

Please check our FAQ page.

What will we do?

After successfully cancelling your order, you can expect our Customer Support team to:

  • Acknowledge receipt of your cancellation request
  • Immediate provide you refund

RECEIVED DAMAGED PART(S)

Our Policies in relation to our customers receiving “Damaged” parts

For items received and reported as “Damaged” by the customer, we will:

  • Process their Return Request (as explained below)
  • Provide a Refund or Replacement (as per Customer’s preference) upon successful processing of their Return Request

What to do when you have received damaged part(s)?

If you received delivery of damaged parts, you can either:

  • Refuse to accept delivery of the damaged package; OR
  • Report receipt of “Damaged Part(s)” via your PartsCargo.com (if you are unable to refuse the damaged package) and a member of our Customer Support team will get in touch to guide you through the returns process; OR
  • Call our Customer Support team at (866) 710 9709

How can you report receipt of damaged part(s) using Partscargo.com?

Please check our FAQ page.

What to do after you have reported receipt of damaged part(s)?

After you report your ordered parts as “Damaged”, our Customer Support team will process your return request and will therefore need you to do the following:

  • Take the damaged product item out of its original packaging
  • Retain the original packaging (unless advised otherwise)
  • Send attachment with the necessary images (as instructed by Customer Support member)
  • Allow some time for Customer Support member to process your return request

What will we do?

After receiving the “Damaged” notification, you can expect our Customer Support team to:

  • Acknowledge receipt of your return request or respond within the same working day
  • Request for necessary images or other pertinent information to verify and process your return request as quickly as possible
  • Offer quick and practical resolution(s) to mitigate your receipt of damaged part(s) as per our policies (outlined above) applicable to this specific situation

RECEIVED WRONG PART(S)

Our Policies in relation to our customers receiving the wrong part(s)

For items received and reported as “Wrong Part(s)” by our customer, we will:

  • Investigate and determine the cause of “Wrong Part(s)”, which could be due to:
    • Mistake made by the PartsCargo team; OR
    • Order of wrong parts by the customer
  • If our investigation provides evidence of a mistake made by the PartsCargo team, then we will:
    • Offer our sincerest apologies
    • Provide a Shipping Label to the customer to return the item to us
    • Provide a Refund as soon as we are able to confirm the following:
      • The returned item(s) was received and deemed to be in re-saleable condition
      • The returned item(s) has not already been installed by the customer
      • The returned item(s) was shipped back in its ORIGINAL packaging
  • If our investigation provides evidence of the customer ordering the wrong part(s), then we will require the customer to:
    • Ship the item back to the address specified by our Customer Support team
    • Bear the entire expense of the shipping cost of returning the item
    • Provide a Refund, ONLY if:
      • The returned item(s) was received and deemed to be in re-saleable condition
      • The returned item(s) has not already been installed by the customer
      • The returned item(s) was shipped back in its ORIGINAL packaging
  • Pay a restocking fee of 20% (amount to be deducted from Refund amount)

Our suggestion for our customers to avoid ordering wrong parts

To avoid ordering wrong parts, we would like to advise you to:

  • Contact our Customer Support team (via Phone or Support Center); AND
  • Prior to placing your order, please seek their expert guidance to ensure that you are ordering the correct parts for your car

What to do when you have received wrong part(s)?

If you received delivery of wrong part(s), you should:

  • Report receipt of “Wrong Part(s)” via your PartsCargo.com and a member of our Customer Support team will get in touch to guide you through the returns process
  • Call our Customer Support team at (866) 710 9709

How can you report receipt of wrong part(s) using Partscargo.com?

Please check our FAQ page.

What to do after you have reported receipt of wrong part(s)?

After you report receipt of “Wrong Part(s)”, our Customer Support team will process your return request and will therefore need you to do the following:

  • Take the product item received out of its original packaging
  • Retain the original packaging (unless advised otherwise)
  • Send attachment with the necessary images (as instructed by Customer Support member)
  • Provide the VIN number of the vehicle, for which the part(s) were ordered
  • Allow some time for Customer Support member to process your return request

What will we do?

After receiving the “Wrong Part(s)” notification, you can expect our Customer Support team to:

  • Acknowledge receipt of your return request or respond within the same working day
  • Request for necessary images or other pertinent information to verify and process your return request as quickly as possible
  • Offer quick and practical resolution(s) to mitigate your receipt of wrong part(s) as per our policies (outlined above) applicable to this specific situation

REPORTED “LOST IN TRANSIT” BY CARRIER

Our Policies in relation to our customers’ package(s) getting “Lost in Transit”

If your package is declared “Lost in Transit” by the carrier, then we will:

  • Immediately update your Order Status accordingly
  • Provide a Refund or Replacement (as per Customer’s preference)

How do you know if your package has been lost in transit?

If a carrier (FedEx, UPS, USPS, etc.) loses your package in transit, then you will observe either:

  • The respective carrier will update the Delivery Status (can be found using the respective carrier’s website’s “Track a Package” feature) accordingly; OR
  • The Delivery Status has been stuck at a particular point for an unusually long time (can be checked using the respective carrier’s website’s “Track a Package” feature)

What to do if you suspect your package has been lost in transit?

If you observe that the carrier has not updated the Delivery Status of your package for a very long time or changed it to “Lost in Transit”, then:

  • Contact our Customer Support team (via Phone or Support Center), if you have not been contacted by them already
  • Our Customer Support team will provide you the necessary guidance

How can you report your package(s) “Lost in Transit” using Partscargo.com?

Please check our FAQ page.

What will we do?

After receiving the “Lost in Transit” notification, you can expect our Customer Support team to:

  • Acknowledge receipt of your return request or respond within the same working day
  • Conduct an investigation into this matter
  • Offer quick and practical resolution(s) to “Lost in Transit” status of your package(s) as per our policies (outlined above) applicable to this specific situation

PACKAGE “NOT RECEIVED OR STOLEN”

Our Policies in relation to your package(s) being “Not Received or Stolen”

If our customer’s package is declared as “Delivered” by the carrier but they have not received their package, then:

  • Process their Return Request (as explained below)
  • Provide a Refund or Replacement (as per Customer’s preference) upon successful processing of their Return Request

When should you report your package “Not Received or Stolen”?

You should immediately report your package “Not Received or Stolen” only when the respective carrier has updated the Delivery Status of your package(s) as “Delivered” but you have not actually received the package(s).

How can you report your package(s) “Not Received or Stolen” using Partscargo.com?

Please check our FAQ page.

What should you do after reporting your package “Not Received or Stolen”?

After reporting your package “Not Received or Stolen”, you should:

  • Talk to your neighbors to find out if they received your package(s) on your behalf
  • If your neighbors did not receive your package(s) from the carrier, then talk to anyone else (family, friends, etc.) who might have accepted your package(s) on your behalf
  • If you are still unable to locate your package(s), then register a complaint with the local police claiming your package(s) to be stolen and obtain a copy of that report
  • Provide our Customer Support team a copy of that police report upon request (claim of stolen package)

What will we do?

After receiving the “Not Received or Stolen” notification, you can expect our Customer Support team to:

  • Acknowledge receipt of your return request or respond within the same working day
  • Request for the police report to process your return request
  • Conduct an investigation into this matter
  • Offer quick and practical resolution(s) to “Not Received or Stolen” status of your package(s) as per our policies (outlined above) applicable to this specific situation

ORDERED PART(S) NO LONGER NEEDED

Our Policies in relation to ordered part(s) “No Longer Needed” by our customers

If our customer reports their ordered part(s) as “No Longer Needed”, then:

  • The customer will have bear the entire cost of shipping the part(s) back to us
  • The customer will be subjected to a restocking fee of 20% (to be deducted from Refund amount)
  • Refund (minus 20 % restocking fee) will be provided after receipt of the part(s) and only if the returned part(s) are deemed to be complaint (with the rules specified above) after inspection

What should you do if you no longer need the part(s) you ordered?

If you no longer need the part(s) you ordered recently, then you should:

  • Try to Cancel your order (as described earlier under “Order Cancellation”)
  • If you have missed the opportunity to Cancel your order (as describe under “Order Cancellation”), then you should report the ordered part(s) as “No Longer Needed”

How can you report that your ordered part(s) are “No Longer Needed” using Partscargo.com?

Please check our FAQ page.

What will we do?

After receiving the “No Longer Needed” notification, you can expect our Customer Support team to:

  • Acknowledge receipt of your return request or respond within the same working day
  • Provide refund only after receiving the part(s), which are deemed to be complaint with the rules specified earlier after inspection as per our policies (outlined above) applicable to this specific situation

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