Version 5.2, 21 October 2026. This policy explains how to return a part to EVParto, who pays for the return, and when you get your money back.

It forms part of our Terms of Service and should be read with clauses 11 to 14 of those terms. Nothing here reduces the rights your own national law gives you as a consumer. Where this policy and a mandatory rule of your national law differ, your national law wins. Country by country detail is in our Your Rights by Country annex.

1. The four routes back

There are four different reasons a part comes back to us, and they have different rules. Find yours.

Route	Time limit	Condition of the part	Who pays return carriage	What you get back
A. Statutory withdrawal. You changed your mind. EU, EEA and UK consumers	14 days from delivery to tell us, then 14 days to send it	Any. You may handle it as you would in a shop. If you handle it beyond that (fitted, marked, damaged), we deduct the loss in value	You	Price of the goods plus standard outbound delivery, less any loss in value and the return cost
B. Our voluntary 30 day return. You changed your mind, or ordered the wrong number. Everywhere we ship	30 days from delivery	Unused, unfitted, complete, original packaging, seals intact	You	Price of the goods
C. Faulty, damaged or wrong part sent	24 months under our guarantee, and the full statutory period in your country, which is longer in several	Any. Keep the failed part, do not scrap it	We do	Repair, replacement or full refund including all delivery costs
D. Never arrived, or arrived short	Tell us as soon as the delivery estimate has clearly passed	Nothing to return	Not applicable	Replacement dispatch or full refund

2. Before you send anything: get an authorisation

Email contact@evparto.com with:

• your order number;
• the original equipment number of the part;
• which of the four routes above applies;
• for a fault: the date of fitting, the vehicle's mileage at fitting and at failure, what the symptom is, and photographs;
• for transit damage: photographs of the outer packaging, the shipping label and the goods.

We reply within 24 hours, usually sooner, with a return authorisation number and a return address.

The return address is issued with the authorisation and is not a fixed address. We route returns to the nearest usable return point for where you are, so a return from Spain and a return from Japan go to different places. Do not send goods to our registered office in Hong Kong. A parcel sent to an address we did not give you may be refused, and a parcel with no authorisation number on it can sit unmatched for weeks.

3. Route A: statutory withdrawal, 14 days

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you may withdraw from the contract within 14 days without giving a reason. The right comes from Articles 9 to 16 of Directive 2011/83/EU, and in the UK from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The clock. The 14 days run from the day you, or someone you named other than the carrier, took physical possession of the goods. Where an order arrived in several parcels, the clock runs from the last one.

Telling us. Any clear statement works. Email us, or use the form on our Withdraw from a Contract page, which carries the statutory model withdrawal form. You meet the deadline by sending your statement before the 14 days end, even if the goods travel afterwards.

Sending it back. Within 14 days of telling us. Use a tracked service and keep the receipt: it proves when you sent the parcel. Where the law of your country puts the risk of the return journey on you, you carry it until the parcel reaches us.

Cost. You bear the direct cost of return. We tell you this before you order, which is what the law requires before we can charge it. Bulky parts that cannot go by ordinary post have to come back by freight, which can cost considerably more than a parcel and, for the largest parts, several hundred US dollars. We confirm the exact cost with your return reference, before you send anything. Ask us before you book anything, because we can often issue a discounted label that costs you less than a retail counter would.

Refund. We refund the price of the goods and the standard outbound delivery charge without undue delay and in any event within 14 days of the day you tell us you are withdrawing. We may withhold the refund until we have the goods back or proof that you sent them, whichever comes first. If you chose an express delivery option we refund the standard rate, not the express one. Refunds go to the original payment method and carry no fee.

Handling. You may unpack a part and look at it, as you would handle it in a shop. Beyond that, you are liable for any loss in its value. Fitting a part to a vehicle, connecting it electrically, cutting a loom, breaking a factory seal on a sealed electronic component, marking a mating face, or throwing away the packaging all go beyond inspection. Where we deduct for diminished value we tell you the figure and the reason before we take it, with photographs.

Exceptions. The withdrawal right does not cover goods made to your specification or clearly personalised, and sealed goods unsuitable for return on health or hygiene grounds once unsealed. We rarely sell either, and the product page says so before you order where an exception applies.

4. Route B: our voluntary 30 day return

This is our own promise, given on top of the law and separate from it. It exists because many customers outside Europe have no statutory cooling-off right, and because 14 days is short when a part has to travel from Hong Kong and reach a workshop.

• 30 days from delivery, in every country we ship to.
• The part must be unused, unfitted, unmarked and complete, in its original packaging with any factory seals intact.
• You bear the direct cost of return.
• We refund the price of the goods. Outbound delivery is refunded only where Route A also applies to you and you are inside its 14 days.
• We may decline where the part shows signs of fitting or use, where the packaging is missing or destroyed, or where a seal on an electronic component is broken. It is a voluntary promise, so we set its conditions.

Nothing about this route affects Route A, Route C, our 24 month guarantee, or any statutory right.

5. Route C: faulty, damaged, or not what you ordered

We pay return carriage on every part of this route. You never pay to send back something that was wrong when it reached you.

5.1 Damaged in transit

Check the parcel when it arrives. Tell us within 7 days, with photographs of the outer box, the label and the part. That period helps us claim against the carrier, and it is a request rather than a condition: your statutory rights run for their full period whatever the timing, and if you tell us later we still deal with it. Keep the packaging until the claim is settled, because a carrier can ask to inspect it.

5.2 Wrong part supplied

If the part we sent does not carry the original equipment number you ordered against, or does not correspond to it, that is our error. We collect it or pay the return carriage, and we send the correct part or refund you in full, as you prefer.

If the number you ordered against was the wrong number for your vehicle, the part is not faulty and this route does not apply. Route A or Route B does, and return carriage is yours. Clause 8 of our Terms of Service explains how to confirm a number before ordering, and we will help you check one before you buy.

5.3 Faulty in use

If a part fails because of a defect in material or workmanship, you have two overlapping sets of rights and you may use either.

• Your statutory conformity rights, which come from your own national law. In the EU the baseline is Directive (EU) 2019/771: repair or replacement first, then a price reduction or an end to the contract with a refund. In the UK the Consumer Rights Act 2015 adds a short-term right to reject within 30 days. Several countries give you three years or more, and several put the burden of proof on us for a defined period. The Your Rights by Country annex sets out the period, the burden of proof and the remedies for each market we sell into.
• Our 24 month commercial guarantee, described in clause 13 of the Terms of Service. It runs from delivery, it applies in every country, and under it we repair, replace or refund at our option after examining the part, with carriage paid both ways.

Keep the failed part. We usually need to examine it, and a part that has been scrapped cannot be assessed. Send it back under the authorisation and we will tell you what we find.

Timing. We aim to complete a technical assessment within 14 days of receiving the part. Where a part has to go to the manufacturer for assessment, we tell you and give an expected date.

5.4 What is not a fault

Fair wear and tear. Accident damage. Damage from incorrect fitting, whoever carried it out. Damage from continued use after a fault appeared. Modification. Use in an application the part is not made for. The wrong fluids or consumables. Environmental corrosion. Consumable items reaching the end of their normal service life. Minor differences in finish, colour, marking or supplier packaging, which are normal and are not a defect.

6. Route D: never arrived, or arrived short

Tell us once the delivery estimate has clearly passed and tracking has stopped moving. We open a carrier investigation, which usually takes 7 to 21 days depending on the lane. If the consignment is confirmed lost, we dispatch a replacement or refund you in full, as you prefer. Where you are a consumer and we have not delivered within 30 days of the contract being formed, you may give us a short additional period and then cancel for a full refund, which is the position under Article 18 of Directive 2011/83/EU.

If a parcel arrives with an item missing, tell us within 7 days with a photograph of the parcel and its contents as you found them.

7. How to pack a return

1. Put the part back in its own box, with any foam, bags and fixings it came with.
2. Put that box inside a shipping carton. Do not write on, tape or label the part's own box: a part in a marked box is worth less and that reduces your refund.
3. Pad the space around it so nothing moves.
4. Write the return authorisation number on the outside and put a copy of it inside.
5. Declare the goods honestly on the customs paperwork and mark the consignment as returned goods. A return declared as a new commercial import can attract duty that we cannot recover, and that cost may come off your refund.
6. Use a tracked service and keep the receipt.

8. Refunds: method and timing

• Refunds go to the original payment method. We cannot refund to a different card or account, which is a rule of the card schemes rather than a rule of ours.
• On Route A we refund within 14 days of the day you tell us you are withdrawing, and we may withhold the refund until we have the goods back or proof that you sent them, whichever is first. On Route B we refund within 14 days of receiving the goods back. On Route C, where you end the contract because of a fault, we refund within 14 days of the day you tell us, and we may wait until we have the part back or proof that you sent it.
• Once we issue it, your bank or card scheme decides when it appears. That is usually 3 to 14 days.
• We charge no restocking fee and no administration fee on any route.
• Where a currency conversion sits between us, the refunded amount in your own currency can differ slightly from what you paid because the rate moved. That difference belongs to your bank, and we refund the full amount we received.

9. Import taxes, duties and refused parcels

• Orders to the EU of EUR 150 or less. We collect destination VAT at checkout under our IOSS registration. The flat EUR 3 per commodity code customs duty is collected at checkout inside the delivery price, except on UPS Express, where UPS collects it from you on delivery. When you return goods, we refund those amounts with the price.
• Orders above EUR 150, and orders outside the EU. You are the importer of record and you pay import VAT and duty to the carrier or the authority. We refund what you paid us. Reclaiming import taxes is a claim you make to your own customs authority, and we will give you the export and return documentation that supports it. Most authorities allow a refund on goods returned within a set period, so start the claim promptly.
• Refused or uncollected parcels. If you refuse a delivery, decline to pay import charges you owe as importer of record, or leave a consignment uncollected, it comes back to us. Refusing or not collecting a parcel is not by itself a withdrawal. You bear the cost of the parcel coming back to us: we pay the carrier and deduct it from your refund. Unless you have withdrawn under Route A, we also deduct the original outbound carriage and any storage, duty or destruction charge passed to us. If you told us within the 14 days that you are withdrawing, Route A applies: you still bear the direct cost of return, and we refund the standard outbound delivery. Where the goods are faulty, damaged or not what you ordered, Route C applies and we bear the cost. No deduction applies where you were asked for import charges on an order of EUR 150 or less that we should have collected at checkout: in that case send us the paperwork and we will resolve it and reimburse you.

10. Parts that cannot come back

Airbag modules, seatbelt pretensioners, gas-charged struts and other dangerous goods have no carrier lane in either direction. We do not sell them at checkout, so they should never need returning. If one reaches you in error, do not put it in the post. Tell us and we will arrange a compliant collection at our cost.

Lithium cells, including key fobs and tyre pressure modules, must travel under transport rules for batteries. Ask us before returning one and we will tell you how.

11. Business customers

Business customers have no right of withdrawal, but our voluntary 30 day return (Route B) applies to them on the same conditions: the part unused, unfitted and complete in its original packaging, and return carriage at the buyer's cost. Clause 16 of our Terms of Service sets out the position, including the duty to inspect on arrival and to notify shortage, damage or non-conformity within 7 days of delivery. Faulty goods supplied to a business customer are repaired, replaced or refunded at our option.

12. If we have got it wrong

If you disagree with an assessment, a deduction or a refusal, say so at contact@evparto.com. Our management will review it. Your right to bring proceedings in the courts of your own country, under clause 18.3 of the Terms of Service, is unaffected. The EU Online Dispute Resolution platform closed on 20 July 2025 and no successor exists, so any link to it leads nowhere.

13. Contact

Dragon Wagon Export Limited, trading as EVParto (A DW-Export Brand). Room No. 15, Unit 603, 6th Floor, Sunbeam Centre, No. 27 Shing Yip Street, Kwun Tong, Kowloon, Hong Kong SAR. Email contact@evparto.com. Company number 79920083 (Companies Registry, Hong Kong), also its Business Registration Number.