Refund and Returns Policy

At AALAM MOTORS, we aim to keep our return and refund process clear and fair. This Refund and Returns Policy explains the conditions that apply to auto parts orders, vehicle reservations, and related services offered through our website. Please read it carefully before placing an order.

Returns, Refunds and Cancellations

Business Name: AALAM MOTORS
Location: Dubai, United Arab Emirates
Website: aalammotors.com
Email: info@aalammotors.com

This Refund and Returns Policy applies to purchases made from AALAM MOTORS through our website, direct communication channels, or custom sourcing requests. By placing an order with us, you agree to this policy.

AALAM MOTORS sells auto parts for Toyota, Lexus, Mercedes-Benz, BMW, Kia, and Hyundai, with worldwide shipping available where permitted. We also list and arrange delivery of selected vehicles sourced from the UAE and USA.

1. General Policy

Because we deal with automotive parts, special-order items, international shipping, and vehicle-related services, not all purchases are eligible for return or refund. Return or refund eligibility depends on the product category, order type, condition of the item, compatibility status, and whether the item has already been sourced, shipped, installed, or used.

2. Auto Parts Returns

We may accept returns for eligible auto parts if all of the following conditions are met:

  1. The return request is submitted within the applicable return window communicated at the time of sale or within a reasonable period after delivery.
  2. The item is unused, uninstalled, undamaged, and in resalable condition.
  3. The item is returned in its original packaging with labels, accessories, manuals, and included contents intact.
  4. The product is not listed as non-returnable, special-order, clearance, electrical, electronic, or custom sourced, unless it was supplied in error or confirmed defective.

Returned items that show signs of installation, wear, handling damage, missing packaging, or missing components may be rejected or subject to deductions.

3. Non-Returnable Items

Unless required by law or approved by us in writing, the following items are generally non-returnable:

  • Special-order or custom-sourced parts
  • Electrical and electronic components
  • Items ordered based on incorrect information provided by the customer
  • Used, installed, modified, or damaged items
  • Clearance, final-sale, or liquidation items
  • Parts returned without original packaging or identification labels

4. Wrong Part Ordered by the Customer

Customers are responsible for checking fitment and compatibility before purchase. If you order the wrong part, any return is subject to approval at our discretion. Approved returns in such cases may be subject to restocking fees, handling charges, payment processing deductions, and non-refundable shipping costs.

To reduce the risk of incorrect orders, we strongly recommend that customers confirm vehicle details, VIN, chassis number, engine type, and market specification before placing an order.

5. Incorrect, Damaged, or Defective Items

If you receive an item that is incorrect, visibly damaged on arrival, or defective, you must contact us as soon as possible with your order details, a clear description of the issue, and supporting photos or videos where relevant.

If we verify that the item was supplied incorrectly by us or arrived damaged due to a confirmed issue covered by the shipment or supply process, we may, at our discretion:

  • Send a replacement item, subject to availability
  • Offer a store credit
  • Approve a partial refund
  • Approve a full refund where appropriate

Additional Terms

6. Return Approval Process

No item should be returned without prior authorization from AALAM MOTORS. Unauthorized returns may be refused or delayed.

To request a return, email info@aalammotors.com with:

  • Your full name and contact details
  • Order number or invoice reference
  • Product name or part reference
  • Reason for the return request
  • Photos of the item and packaging, where relevant

If your return is approved, we will provide return instructions. Approval of a return request does not automatically guarantee a full refund.

7. Shipping Costs for Returns

Unless the return is due to our confirmed error, the customer is responsible for return shipping costs, courier charges, insurance, customs paperwork, duties, taxes, and any related import or export costs.

Original shipping charges, customs charges, payment processing fees, and handling fees are generally non-refundable unless otherwise agreed by us in writing.

8. Refund Processing

Approved refunds are processed after the returned item is received, inspected, and accepted. Refunds may be issued to the original payment method where possible, or by another reasonable method at our discretion.

Refund amounts may be reduced to reflect:

  • Restocking fees
  • Handling charges
  • Original shipping fees
  • Payment gateway or transfer fees
  • Currency conversion differences
  • Damage or missing packaging
  • Any non-recoverable sourcing or logistics costs

Processing times may vary depending on the payment provider, bank, method of payment, and country.

9. Order Cancellations for Auto Parts

Orders for stocked items may be canceled before dispatch, subject to processing status. However, once an item has been packed, sourced, dispatched, or handed to a carrier, cancellation may no longer be possible or may be subject to deductions.

Special-order, backorder, and custom-sourced parts may not be cancelable once procurement has started.

10. Vehicle Reservations, Deposits, and Refunds

Because vehicle sourcing, reservation, documentation, export preparation, and logistics involve time-sensitive coordination and third-party costs, vehicle-related payments may be subject to stricter cancellation and refund conditions.

Unless otherwise agreed in writing:

  • Reservation deposits may be non-refundable
  • Sourcing fees may be non-refundable once search, procurement, negotiation, or processing has begun
  • Shipping, inspection, port, storage, inland transport, customs, and documentation costs already incurred are non-refundable
  • Any refund approved for a vehicle transaction may be reduced by administrative, logistics, banking, and third-party costs already incurred

11. Vehicle Condition and Description

Vehicles listed or sourced by AALAM MOTORS may be used vehicles unless clearly stated otherwise. Minor wear, age-related marks, market differences, cosmetic imperfections, prior use, mileage differences, or feature variations may exist. Vehicle-related refund requests will be assessed based on the agreed sale terms, supporting documentation, and the nature of the issue.

12. Customs, Duties, and Refused Shipments

For international shipments, the customer is responsible for understanding and paying any applicable customs duties, taxes, fees, import approval costs, and destination-country compliance charges.

If a shipment is refused, abandoned, delayed, seized, or returned because the customer did not provide correct documents, did not respond to customs requirements, or failed to pay destination charges, any refund will be assessed only after all resulting costs, penalties, return fees, and losses are determined. In some cases, no refund may be available.

13. Exchanges

Exchanges are not guaranteed and depend on product availability, return eligibility, and approval status. Where appropriate, we may offer a replacement for the same item or an alternative product of similar value, subject to any price differences, shipping costs, and availability.

14. Chargebacks and Payment Disputes

If you have an issue with your order, we encourage you to contact us first so we can review the matter and attempt a fair resolution. Filing an unjustified chargeback after receiving goods, approved services, or accurate order fulfillment may delay support and may require supporting evidence to be submitted to the payment provider.

15. Our Right to Refuse a Return or Refund

We reserve the right to refuse a return, cancellation, exchange, or refund request where:

  • The item does not meet return conditions
  • The request is made too late
  • The item was used, installed, altered, or damaged after delivery
  • The order involved special sourcing or non-recoverable costs
  • The customer provided incorrect compatibility or shipping information
  • The issue falls outside our control or outside any applicable warranty or shipping claim basis

16. Contact Us

If you would like to request a return or discuss a refund matter, please contact:

AALAM MOTORS
Dubai, United Arab Emirates
Email: info@aalammotors.com
Website: aalammotors.com

We recommend contacting us before returning any item so we can guide you through the correct process.