A. Introduction
1. MTRPARTS.com is owned and operated by Ms MAA UGRATARA ACCESSORIES PVT LTD (“Company/We/Us/Our”), a company registered under the Companies Act, 2013. Our office is located at Unit 1609/1610, Sastri Lene Madhukam, Ratu Road, Ranchi, India 834005. We operate under the trademark “MTRPARTS – PROTECT YOUR CAR WITH MTR”, specializing in automotive spare parts.
2. We aim to provide an easy return, cancellation, and refund process for any customer ("You/Your/Consumer/User") purchasing products or services on our platforms, including our website and mobile application (collectively referred to as “platform(s)”).
B. Contractual Relationship
1. By using our platform(s) and purchasing products or services, you agree to this Return, Cancellation, and Refund Policy (“Policy”), which forms a legally binding agreement between you and the company.
C. Acceptance of Terms
1. Using the platform(s) means you accept and agree to abide by this Policy, as well as any additional terms and conditions that may be presented to you at the time of purchase.
2. You must be 18 years or older to agree to this Policy. If you are under 18, you may only use the platform with parental or guardian consent.
3. If you are acting on behalf of an organization, you confirm that you have the authority to bind the organization to these terms.
4. If you disagree with this Policy or any changes to it, your sole remedy is to stop using the platform(s).
5. Most products sold by independent sellers on our platform can be returned within 10 calendar days (the “Return Window”), unless specified otherwise.
6. Certain products may be eligible for a return within 1 calendar day if they arrive damaged, defective, or different from their description. Always check product compatibility before purchasing.
D. Terms and Conditions for Returns
1. Eligibility for Return:
o Return requests must be made within the Return Window.
o Products must be in original, unused condition with all packaging, tags, manuals, warranty cards, and accessories intact.
o The product must not have been damaged while in your possession.
o Products must be as described in the order and not different from what was shipped.
2. Damage Claims:
o If your product is damaged, a return request must be submitted within 1 calendar day of receiving the product.
o Provide clear images showing the damage, packaging, and shipping label.
3. Non-Returnable Items:
o Certain products, including electronics, complicated electric parts, car body covers, and items like bug & tar removers or air fresheners, are non-returnable. Check the product page for details.
4. Returning Defective Non-Returnable Items:
o If you receive a defective non-returnable product, notify us within 10 calendar days.
5. Return Process:
o Initiate returns via the “My Order” section on our platform.
o Returns must comply with the conditions mentioned above for eligibility.
6. Free Returns:
o Returns that meet the criteria will be eligible for free return shipping. However, if the product was returned or damaged previously, free return shipping will not apply.
7. Seller Out of Stock:
o If the seller is out of stock and your product is unavailable, we will automatically issue a refund.
8. Delivery Damage:
o Inspect your package at delivery and note any physical damage on the Proof of Delivery (POD) document from the logistics carrier.
9. Packaging for Return:
o Ensure that products are properly repacked for return. If products are damaged in reverse transit, MTRPARTS is not responsible for the return.
10. Manufacturing Defects:
o In case of a manufacturing defect, you may get the item inspected at an authorized service center, and an inspection report may be requested.
11. Return Timeframe and Self-Shipping:
o Shipping times may vary depending on the logistics provider, and MTRPARTS cannot guarantee the receipt of your returned item.
12. Self-Shipping Costs:
o For items over ₹500, we recommend using a trackable shipping service. MTRPARTS is not responsible if we do not receive the product.
13. Non-Refundable Costs:
o Shipping and payment gateway charges are non-refundable. Return shipping costs may be deducted from the refund.
14. Rejection of Return Claim:
o If your return claim is rejected, you may request to have the item returned, or we will dispose of it after 30 days. You will be responsible for any related shipping costs.
E. Refund Terms and Conditions
1. Refund Process:
o After receiving and inspecting the returned item, our quality check team will approve or reject the refund.
2. Refund Method:
o Refunds will be processed to the original payment method within 5 to 7 working days after the product is received at our facility.
3. No Refund to Third-Party Accounts:
o Refunds will not be processed to third-party accounts or in any form other than the original payment method.
4. Refund Delays:
o It can take 5 to 7 working days for the refund to reflect in your account. If the refund is delayed, please contact your bank.
F. Shipping Cost Refunds
1. Self-Shipping:
o If the company is unable to arrange a pickup, you may be asked to self-ship the return using India Post. The shipping cost will be refunded, provided you submit a valid registered courier receipt.
2. Issues with Registered Post:
o If there are any issues with return shipping via registered post, please reach out to our support team for assistance.
G. Cancellation Terms
1. Order Cancellation:
o You may cancel your order before it is shipped. Once the order has been shipped or is in transit, cancellation is not possible. In such cases, you may return the product after delivery.
2. Platform Usage:
o This Policy applies to your use of MTRPARTS’ platform(s), including both the website and mobile application.
