Return, Cancellation & Refund Policy

Kalaax.com (the “Platform”) is operated by Parts Hub e-commerce L.L.C. (“Parts Hub”, “we”, “us”, “our”). We provide an online marketplace that enables customers to search for and purchase automotive spare parts and related products from third-party suppliers and/or our own inventory (the “Products”).

This Return, Cancellation and Refund Policy (the “Policy”) explains how returns, cancellations, and refunds work when you place an order on the Platform.

Important: Kalaax.com is a marketplace. Depending on the order, Products may be fulfilled by Parts Hub and/or by independent suppliers (“Sellers”). This Policy applies to all orders placed through the Platform. Where a Seller’s specific terms apply, we will show them at checkout and/or on the product page.

This Policy is a legally binding agreement between Parts Hub and any user (individual or company) who accesses or uses the Platform (“you”, “Customer”).

If you are using the Platform on behalf of a company, you confirm you are authorized to bind that company.

Unless a Product is marked “Non-returnable”, the following return windows apply:

• Standard returns (change of mind / ordered by mistake / compatibility error by customer):
  Return request must be submitted within 14 calendar days from delivery, and the Product must meet the condition rules in Section 5.
• Damaged, defective, missing parts, or wrong item delivered:
  You must submit a return request within 48 hours of delivery, with the required evidence in Section 6.
• Non-returnable Products received defective or wrong:
  You must report within 48 hours of delivery. We will support a replacement/refund assessment.

Auto parts compatibility depends on vehicle details and part numbers. It is your responsibility to confirm compatibility before ordering.

If the Platform shows the Product as compatible with your vehicle based on the information you provided, but it turns out to be incompatible due to an error in our catalogue/fitment data, we will treat this as a Platform error and process the return under Section 3(2) (including shipping fees as per Section 9).

To reduce compatibility issues, we may ask for vehicle information such as VIN/Chassis number or part number before dispatch.

A return will be accepted only if:

• The return request is submitted within the applicable return window; and
• The Product is unused, uninstalled, and in original condition; and
• Original packaging, labels, manuals, accessories, and any included items are intact; and
• There are no signs of installation, programming/encoding, grease, scratches, dents, broken seals, or missing components.

If a Product is damaged during return shipping due to insufficient packaging, the return may be rejected and no refund will be issued.

For claims under Section 3(2), you must provide:

• Clear photos of the Product, packaging, and shipping label; and
• An unboxing video that clearly shows the issue (recommended; may be required for high-value items); and
• For missing items/parts, photos of all packaging and contents.

We strongly recommend checking the shipment at delivery and noting visible external damage on the delivery proof (POD) where possible.

Certain Products may be non-returnable due to safety, hygiene, consumable nature, or risk of damage/incorrect reuse. This may include, for example:

• Fluids and consumables: engine oil, brake fluid, coolants, additives, lubricants, adhesives.
• Electrical/electronic parts once installed or connected: ECUs, sensors, relays, modules, infotainment, cameras, speakers, bulbs/LEDs.
• Parts requiring programming/coding, once attempted.
• Safety-critical items where packaging is opened or seals broken.
• Any Product explicitly marked “Non-returnable” on the product page.

You can start a return via:

• My Orders on Kalaax.com, or
• By contacting support: [email protected] / 01007772620

We may arrange pickup through our logistics partners where available. If pickup is not available in your area, we may ask you to self-ship the Product to the seller return address.

All returned Products are subject to inspection (QC) upon receipt. We may approve or reject a return if:

• Condition rules are not met; or
• Evidence is insufficient; or
• The Product returned does not match what was delivered.

If a return is rejected, we may:

• Return the Product to you (you pay re-shipping), or
• Hold it for 30 days and then dispose of it if you do not arrange return shipping.

Once your return is approved:

• Refunds are issued to the original payment method where possible.
• COD orders: refunds are issued via bank transfer or wallet transfer to the details you provide (no cash refunds unless explicitly stated).

Refunds are not issued to third parties.

You may cancel an order before it is shipped. If already shipped or out for delivery, cancellation may not be possible and you may need to use the return process.

If you cancel before shipment:

• Prepaid orders: refund to original method.
• COD orders: order is cancelled with no collection.

If delivery is delayed significantly due to logistics constraints, we may offer cancellation/refund at our discretion.

Support: [email protected]

Operating entity: Parts Hub e-commerce L.L.C.