Effective Date: March 7, 2026
Last Updated: March 17, 2026

This Refund and Returns Policy (“Policy”) governs all return, refund, and exchange requests made in connection with purchases from Al Tawazun Auto Spare Parts LLC via altawazun.ae. By placing an order, you acknowledge that you have read and agreed to the terms of this Policy in full.

We maintain strict return standards to protect the integrity of our inventory and the safety of all customers. Requests that do not meet the conditions set out below will not be accepted.

1. Return Eligibility

We will only consider a return request if all of the following conditions are satisfied:

  • The return request is submitted in writing within 7 calendar days of the confirmed delivery date;
  • The item is in its original, unused, and uninstalled condition — no exceptions;
  • The item is returned in its original, undamaged packaging, complete with all accessories, labels, and documentation;
  • A valid proof of purchase (order confirmation number or official receipt) is provided;
  • The item has not been listed under Section 2 (Non-Returnable Items) of this Policy.

We reserve the right to reject any return request that does not fully comply with the above criteria, without further obligation.

2. Non-Returnable Items

The following categories are strictly non-returnable and non-refundable under any circumstances:

  • Electrical and electronic components — including but not limited to sensors, ECUs, control units, switches, relays, and wiring harnesses;
  • Special-order, custom-sourced, or made-to-order parts;
  • Any item that has been installed, fitted, used, or modified in any way;
  • Items damaged as a result of improper installation, mishandling, or misuse by the customer;
  • Parts ordered on the basis of incorrect vehicle information provided by the customer (wrong make, model, year, or engine variant);
  • Consumable items — including oils, lubricants, fluids, and opened filter products;
  • Clearance, discounted, or final-sale items marked as non-returnable at the time of purchase.

These exclusions are firm and will be enforced regardless of circumstance. If you are uncertain about compatibility, contact us before placing your order.

3. Defective, Damaged, or Incorrect Items

In the event that you receive an item that is defective, damaged in transit, or materially different from what was ordered, you must:

  • Notify us in writing within 48 hours of delivery;
  • Email tawazunauto@gmail.com with your order number, a clear description of the issue, and photographic evidence of the defect or damage.

Failure to report within the 48-hour window will forfeit your right to a return or replacement under this clause. We will not process claims based on verbal reports — all communications must be in writing via email.

Upon verification, we will arrange a replacement or refund at our discretion. We reserve the right to request the return of the defective item prior to processing any remedy.

4. Return Process

All returns must be pre-authorized. Items sent back without prior written approval will be refused and returned to the sender at their cost. To initiate a return:

  1. Email tawazunauto@gmail.com with subject line: “Return Request – [Your Order Number]”;
  2. Include your order number, item description, reason for return, and supporting photographs where applicable;
  3. We will review your request within 2–3 business days and respond with either an approval or rejection;
  4. If approved, you will receive a Return Merchandise Authorization (RMA) number along with return shipping instructions;
  5. The RMA number must be clearly marked on the outer packaging — returns without an RMA number will be refused;
  6. Return shipping costs are the sole responsibility of the customer, except where the return is a direct result of our error (wrong or defective item);
  7. We strongly recommend using a trackable, insured shipping method. We accept no liability for items lost or damaged during return transit.

5. Inspection and Refund Processing

Upon receipt of the returned item, our team will conduct a thorough inspection within 3–5 business days. You will be notified of the outcome via email.

  • Approved refunds will be processed to the original payment method within 7–10 business days from the date of approval. Processing times may vary depending on your bank or payment provider — we have no control over these timelines once the refund has been initiated on our end;
  • Original shipping charges are non-refundable unless the return is the result of an error on our part;
  • For orders paid via Cash on Delivery, refunds are issued by bank transfer to the account details provided by the customer. We are not responsible for delays caused by incorrect bank details;
  • If an item is returned in a condition that does not comply with this Policy (used, damaged, incomplete packaging), we reserve the right to reject the refund entirely or apply a restocking deduction.

6. Exchange Policy

Exchanges are only offered in the following limited circumstances:

  • The item received was defective upon delivery and reported within the 48-hour window;
  • The item received was materially different from the item ordered (wrong part number or specification), due to our error.

Exchanges are subject to stock availability. If the requested replacement is unavailable, a refund will be issued instead. Exchanges requested due to customer ordering error are not covered and will be assessed on a strictly case-by-case basis, at our sole discretion, with no guarantee of approval.

7. Warranty Claims

Certain products may carry a manufacturer’s warranty. Warranty claims must be directed to the manufacturer and are subject to the manufacturer’s own terms and conditions. Al Tawazun Auto Spare Parts LLC does not act as a warranty guarantor unless expressly stated in writing at the time of sale.

Warranty coverage does not apply to damage resulting from improper installation, misuse, neglect, accident, or use outside the manufacturer’s specified parameters.

8. Cancellations

Order cancellations may be requested before dispatch only. Once an order has been dispatched, it cannot be cancelled — the standard returns process must be followed.

To request a cancellation, contact us immediately at tawazunauto@gmail.com with your order number. Cancellation requests are not guaranteed and will be honored only if the order has not yet been picked, packed, or handed to a carrier.

9. Governing Policy and Amendments

This Policy forms part of and must be read in conjunction with our Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail.

We reserve the right to modify this Policy at any time. The version published on this page at the time of your purchase shall govern your return rights. It is your responsibility to review this Policy before ordering.

10. Contact Us

For all return and refund enquiries, please contact us at:

Al Tawazun Auto Spare Parts LLC S.P
Store No. 3, Industrial Area 4, Street 20
Sharjah, United Arab Emirates — P.O. Box: 34009
Tel: +971 6 533 6016 / +971 6 766 2542
Email: tawazunauto@gmail.com