Return and Refund Policy

This Return & Refund Policy sets out the conditions under which returns, refunds, and replacements may be accepted and shall be read together with the Terms & Conditions.

In the event of any inconsistency, the Terms & Conditions shall prevail. Certain delivery- and customs-related matters affecting returns and refunds are governed by the Shipping & Customs Policy.

 

 1. General

BURJAUTO does not provide catalog lookup, compatibility checks, or part selection services based on vehicle model, make, year, chassis number, VIN, or similar identifiers.
The Customer is solely responsible for selecting and ordering the correct auto part number.

Except as expressly stated in this Policy, returns, refunds, or replacements are not available in cases where:

• an incorrect part was ordered by the Customer;
• applicable import duties, taxes, or customs charges were not paid in the destination country;
• delivery failed due to the Customer’s refusal to accept the shipment or failure to comply with import or customs requirements.

 2. Damaged Items

If a product arrives damaged, the Customer may request a replacement or refund provided that:

·        the claim is submitted within 7 calendar days from the delivery date, as confirmed by the courier’s tracking system; and

·        written notification is sent to orders@burjauto.com with supporting evidence (photos, packaging condition, tracking number).

 

BURJAUTO shall not be responsible for any damage occurring during or after installation of the product, except in cases of confirmed manufacturing defects, provided that

·        the part was installed exclusively by an authorized service center or official dealer, and

·        the Customer submits written confirmation from such service provider verifying the manufacturing defect.

 

3. Returns (Accepted Cases Only)

Return requests are accepted within 7 calendar days from the delivery date, as confirmed by the carrier’s tracking system, subject to compliance with the following conditions:

•  the item is unused, not installed, and in its original condition;
• the item is returned in original packaging with all labels and accessories intact.

The Customer bears all costs related to return shipping, including:

• courier and logistics fees;
• UAE import and customs charges on returned items (door-to-door). 

Refunds

• apply to the item value only;
• exclude shipping, handling, customs clearance, duties, and taxes
• are processed to the original payment method or credited to the Buyer’s account within approximately 7–14 business days.

In exceptional cases involving confirmed manufacturing defects, a return, replacement, partial compensation, or store credit may be reviewed at BURJAUTO’s discretion, subject to the requirements set out in the Warranty section of this Policy.

 

 4. Failed Delivery

A delivery shall be deemed failed if the shipment cannot be successfully delivered due to any reason attributable to the Customer, including but not limited to:

• refusal to accept the shipment;
• failure or refusal to pay applicable import duties, taxes, or customs charges;
• incorrect or incomplete delivery address;
• failure to provide required documentation to the carrier or customs authorities;
• non-compliance with import laws or regulations of the destination country. 

In the event of a failed delivery:

• the shipment may be returned to the sender, abandoned, destroyed, or otherwise disposed of by the carrier or customs authorities in accordance with applicable laws and procedures;
• no refund shall be issued to the Customer under any circumstances.

The Customer acknowledges that failed delivery resulting from the above reasons constitutes a refusal of delivery, and any payment disputes or chargebacks initiated on this basis shall be considered invalid.

 

5. Chargeback & Dispute Policy

By placing an order on the Website, the Customer expressly agrees to contact BURJAUTO first to resolve any issue related to the order, delivery, customs clearance, or product condition before initiating a chargeback or payment dispute with their bank or card issuer.

The Customer acknowledges that chargebacks or disputes initiated for reasons including, but not limited to:

• failure or refusal by the Customer to pay applicable import duties, taxes, or customs charges;
• refusal to accept delivery of the shipment;
• delays caused by customs authorities, carriers, or regulatory requirements in the destination country;
• incorrect part selection by the Customer;
• failed delivery resulting from incorrect address, missing documents, or non-compliance with import regulations

may be disputed, challenged, or rejected by the card issuer in accordance with applicable card network rules.

The Customer further acknowledges that:

• all international shipments are made on a DAP (Delivered At Place) / DDU (Delivered Duties Unpaid) basis;
• BURJAUTO does not collect, administer, or remit import duties or taxes;
• the Customer acts as the Importer of Record in the destination country.

BURJAUTO reserves the right, to the extent permitted by law, to recover losses, fees, and administrative costs incurred as a result of chargebacks initiated in breach of this Policy.

 

6. Warranty

No manufacturer or dealer warranty is provided on parts supplied from the UAE.
Accordingly, BURJAUTO does not offer standard warranties on supplied goods.

In exceptional cases involving proven manufacturing defects:

• the claim may be reviewed at BURJAUTO’s discretion; and
• partial compensation, store credit, or a discount may be offered.

Such claims must be supported by written confirmation from a qualified garage or authorized dealer in the Customer’s city or country clearly identifying the defect.