Autoverse supplies professional-grade automotive and heavy equipment parts to workshops, fleet operators, and individual customers. Most of our orders are placed by buyers who know exactly which part they need, and we ship inspected, securely packaged stock. As a result, all sales are final once the order has shipped, with the specific exceptions set out below.
When we accept returns or replacements
1. Wrong item shipped (our error)
If you receive an item that doesn’t match your order due to a packing or fulfilment error on our side, we will arrange a full replacement at no cost to you. We also cover the return shipping for the incorrect item.
To report a wrong-item error: email support@autoverse.ae within 24 hours of delivery, including your order number and photographs of what you received.
2. Item damaged in transit or defective on arrival (DOA)
Every Autoverse order is inspected before dispatch and securely packaged for transit. As a result, DOA cases are rare. Where one does occur, we review each case individually and work with you toward a resolution.
To report DOA or transit damage:
- Do not install or modify the part
- Email support@autoverse.ae within 24 hours of delivery
- Include your order number, photographs of the damaged item, photographs of the outer packaging (including any external damage), and a brief description of what was wrong on arrival
- Retain all original packaging until the case is resolved
Once we receive your report, we review the evidence and respond within 2 working days. Each case is reviewed on its merits and we work toward a fair resolution. Possible outcomes include a replacement at no cost, a refund, a partial credit, or a discount on a replacement order, depending on the nature of the issue and the evidence available.
We aim to be fair and to keep customers informed at each step.
3. Warranty claims (Engineered parts only)
If an Autoverse Engineered part fails within its 6-month warranty period under normal use, we will replace or refund it. See our Warranty page for full details and the claims process.
When we don’t accept returns
Returns and refunds are not available in the following cases:
- The customer ordered the wrong part for their application
- The part has been installed, used, or modified
- The part is no longer in its original packaging or has been damaged after delivery
- The order is for a Genuine CAT part outside any specific dispatch-error or transit-damage case (see Warranty page)
- The order is a backorder or forward order — these are non-cancellable, non-refundable, and non-returnable once confirmed (see Shipping & Delivery)
- More than the time limits above have passed since delivery
If you’re unsure whether a part is right for your application before ordering, contact our sales team at sales@autoverse.ae or WhatsApp +971 56 610 0995. We’re happy to confirm fitment before you commit.
Return shipping
Where a return is approved, the cost of return shipping is borne by:
- Autoverse — for our error (wrong item shipped), our pre-dispatch damage, or an approved warranty claim
- The customer — for any other approved return case
Refund processing
Approved refunds are processed to the original payment method within 7 to 14 working days of the returned item being received and verified at our warehouse.
Contact
For all returns and refund matters: support@autoverse.ae or call us during business hours.
Business hours:
- Mon – Thu: 9:00 AM – 6:30 PM
- Friday: 9:00 AM – 2:00 PM
- Saturday: 9:00 AM – 6:30 PM
- Sunday: closed