Xparts Return and Refund Policy
1. Overview
Xparts aims to provide buyers with a fair and transparent return and refund process.
This policy applies to eligible products purchased and paid for through the Xparts platform. It should be read together with the Xparts Terms and Conditions and any applicable product warranty.
Nothing in this policy limits any rights or remedies available to consumers under applicable Malaysian law, including the Consumer Protection Act 1999 and the Consumer Protection (Electronic Trade Transactions) Regulations 2024.
2. Eligibility for Returns
A buyer may request a return if:
- The product received is defective or damaged.
- The buyer received the wrong product.
- The product is materially different from its listing or description.
- The quantity received is incorrect.
- The product is suspected to be counterfeit or not genuine.
- A change-of-mind return is permitted by the vendor and stated in the product listing.
Return requests should normally be submitted within seven calendar days from the confirmed delivery date.
For an eligible return, the product should:
- Be returned in its original condition.
- Include its original packaging, accessories, manuals and free gifts, where applicable.
- Not have been used, altered, modified or damaged by the buyer.
These condition requirements do not prevent a buyer from making a valid claim concerning a defective, damaged, incorrect or misdescribed product.
3. Vehicle Compatibility and Incorrect Purchases
Buyers are responsible for checking the product’s part number, specifications, vehicle model, manufacturing year and compatibility before placing an order.
A product ordered incorrectly by the buyer may be treated as a change-of-mind return and is subject to vendor approval.
If incorrect compatibility information was provided in the product listing or directly confirmed by the vendor, the return may be treated as a vendor-related issue.
4. Non-Returnable Items
The following products are generally not eligible for a change-of-mind return:
- Electrical or electronic components that have been installed, connected or used.
- Custom-made or special-order products.
- Products altered, painted, programmed or modified at the buyer’s request.
- Used or reconditioned products sold as final-sale items.
- Products marked “Non-returnable” or “Final Sale.”
- Products damaged through misuse, improper handling or incorrect installation.
- Products without their original accessories, components or packaging where these are reasonably required.
These exclusions do not apply where the product is defective, damaged upon delivery, incorrectly supplied, counterfeit or materially different from its description.
5. Installed Products
A product that has already been installed is generally not eligible for a change-of-mind return.
However, a return request may still be considered where:
- The product was defective before installation.
- The wrong product was supplied.
- The product did not match the listing.
- The vendor provided incorrect compatibility information.
Xparts or the vendor may request photographs, videos, diagnostic reports, installation receipts or confirmation from a qualified installer when reasonably necessary to assess the claim.
6. Return Request Process
To submit a return request:
- Log in to your Xparts account.
- Go to **My Orders**.
- Select the relevant order and click **Request Return**.
- Choose the reason for the return.
- Upload clear photographs, videos or other supporting evidence.
- Submit the request for review.
The vendor should provide an initial response within three working days.
If the vendor does not respond, rejects the request without sufficient reason or cannot resolve the matter, the buyer may escalate the request to Xparts Customer Support.
Buyers should not return a product until return instructions or approval have been provided through Xparts.
7. Returning the Product
Once the return is approved, the buyer must follow the return instructions provided by Xparts or the vendor.
Depending on the circumstances, the buyer may be required to:
- Ship the product to the stated return address.
- Arrange collection through an approved logistics provider.
- Deliver the product to an authorised location.
The buyer should retain the return receipt, tracking number and proof of shipment until the case is completed.
Products must be packed securely. The buyer may be responsible for damage caused by inadequate return packaging.
8. Inspection and Approval
A returned product may be inspected after it is received.
The return may be rejected or adjusted if:
- The product does not match the item originally supplied.
- The product has been damaged after delivery.
- Parts, accessories or components are missing.
- The product was improperly installed, modified or misused.
- The return reason is inconsistent with the evidence submitted.
If there is a disagreement, Xparts may review the order information, product listing, communications and supporting evidence before making a platform decision.
9. Refund Process
An approved refund will normally be processed after:
- The returned product has been received and inspected; or
- Xparts determines that a physical return is not required.
Refunds will generally be issued to the original payment method.
Xparts will normally initiate an approved refund within seven to fourteen working days. Additional processing time may be required by the buyer’s bank, card issuer, payment gateway or e-wallet provider.
For a full eligible refund, the refundable amount should include the product price and applicable Xparts platform fee paid for that product. Original delivery charges will be refunded only where required under this policy or applicable law.
10. Return Shipping Charges
If the return is caused by a defective, damaged, incorrect, counterfeit or materially misdescribed product, the vendor will generally bear the reasonable return shipping cost.
For an approved change-of-mind or buyer-ordering error return:
- The buyer is responsible for return shipping costs.
- Original delivery charges may not be refundable.
- Any other permitted deduction must be disclosed before the return is completed.
11. Exchanges and Replacements
Depending on product availability, an eligible buyer may be offered:
- A replacement product.
- An exchange.
- A partial refund.
- A full refund.
A buyer does not have to accept a replacement where a refund is required under applicable Malaysian law.
12. Abuse of the Return Process
Xparts may restrict return privileges or suspend an account where there is reasonable evidence of:
- Fraudulent return requests.
- Product substitution.
- False or altered evidence.
- Repeated abuse of change-of-mind returns.
- Intentional damage to products.
- Manipulation of the refund or payment process.
Any restriction will not remove valid consumer rights available under Malaysian law.
13. Disputes and Customer Support
If a return request is denied, delayed or unresolved, contact Xparts Customer Support:
Email: [support@xparts.asia](mailto:support@xparts.asia)
Website: [www.xparts.asia](http://www.xparts.asia)
Please provide the order number, return request number and relevant supporting evidence.
**Effective date: 08th Aug 2026
**Last updated:08th Aug 2026