International Orders, Shipping and Returns Policy

A. About this Policy

1. This policy applies to every order that is shipped to an address outside India by ARCO AUTOZONE ECOM (“We”, “Us”, “Our”), a sole proprietorship (GSTIN 08AKNPN6729Q1Z3) at Ground Floor, P.No. 52-53, Hotel Arco Palace, Railway Station Road, Sindhi Camp, Jaipur, Rajasthan 302001, India.
2. It is to be read with our Shipping Policy and our Refund and Returns Policy. For an order shipped outside India, where they differ, this policy applies.
3. Deliveries inside India are not covered here; see the Shipping Policy.

B. How an International Order Works

1. International orders are not placed through the website checkout. Write to us on WhatsApp at +91 91169 03624 or at [email protected] with the part, your car’s details and your full delivery address.
2. We confirm the part and send you a quote: the price of the part, the shipping, the courier and the expected delivery time. The prices shown on the website to visitors outside India are only a guide; the quote is the price.
3. Your order is confirmed when we receive your payment, through Payoneer or another way we tell you. All international orders are prepaid; we do not offer Cash on Delivery.
4. Please give a complete and correct address, a phone number and an e-mail address on which you can be reached, and any tax, import or ID number your country asks of an importer. The courier needs them to clear the parcel.
5. Before you order, please check that the part may be imported into your country and what duty and taxes will apply. We cannot do this for you and it is not a reason to cancel after dispatch.

C. Customs Duties, Taxes and Fees

1. Our quote is for the part and the shipping to your address only. It does not include customs duty, import tax, VAT / GST, customs clearance or broker fees, handling, storage or demurrage charged by your country’s customs or by the courier in your country.
2. These charges are the customer’s to pay. You pay them directly to the courier or to customs when they ask, on or before delivery. They are decided by your country’s customs, not by us, and we do not refund them or pay them on your behalf.
3. We show the true price and a true description of the part on the invoice, as the law requires. We cannot under-declare the value or mark a parcel as a gift to lower the duty.

D. Customs Hold, Delay and Seizure

1. Customs clearance can take longer than the delivery time we gave, and it is outside our control (Shipping Policy B-3). A delay in customs is not a delay on our side.
2. If customs or the courier holds your parcel and asks for duty, fees or papers, the courier’s tracking page and message will say so, and we will tell you when we see it. Please pay or send what is asked within the time the courier gives, which is usually 7 to 15 days.
3. If the parcel is seized, confiscated or destroyed by customs because the part cannot be imported into your country, or because of wrong information or papers given by you, it is at your risk, and we cannot refund it. We will help with any appeal you wish to make by giving you our invoice and documents.

E. When a Parcel Comes Back to Us

1. A parcel that comes back to us, or that the courier cannot deliver, is on your side when the reason is one of these: the duty or fees were not paid; the papers, ID number or other information asked for were not given; the address or phone was wrong or incomplete; you refused the parcel for a reason other than visible damage; you did not collect it or answer the courier in the time given; or your country does not allow the part to be imported.
2. We do not re-send such a parcel free of charge, and the freight we have already paid is not refunded. Within 30 days of the parcel reaching us we tell you it is back, and you choose one of these:
   (a) Re-send. You first pay, in advance: the freight we paid to get the parcel back (as on the courier’s invoice), any storage, clearance or handling charge the courier billed to us, and the shipping for the new dispatch at our then-current quote. We then re-send it. The duty and fees on the new delivery are yours (Section C).
   (b) Cancel. We refund what you paid for the part, less the costs we have already paid, at actual cost: (i) the shipping to you; (ii) the freight to get the parcel back; (iii) customs, clearance, storage and handling charges billed to us; (iv) bank, Payoneer and payment-gateway charges. The refund is never less than zero. It is sent after the part has reached us and our quality check has approved it, as in Section H.
3. If you do not choose within 30 days of our message, the order is treated as cancelled under (b).
4. A special-order part — a part we do not stock and arranged only because you asked for it (Refund Policy H-3) — cannot be refunded under (b); it can only be re-sent under (a).
5. We will tell you which reason the courier or customs gave, and send you what they sent us.

F. When the Mistake Is Ours

1. This is our side: we sent a part different from the one you ordered; the part arrived damaged, defective or with missing pieces; or our quote or the website showed wrong details for it (part number, photo or compatibility).
2. Please photograph the package as received and record an unboxing video. Report a damaged, wrong or missing part within 3 calendar days of delivery. A manufacturing defect that shows only when the part is fitted must be reported within 10 calendar days of delivery, with the inspection report if you have one (Refund Policy C-6).
3. We then replace the part, or refund in full what you paid us for the part and its shipping if a replacement is not possible. We pay the freight for the return and for the replacement. We arrange the pickup; where we cannot, we refund the courier charge on the courier’s receipt.
4. Duty and taxes you paid in your country are decided by your country’s customs and cannot be refunded by us. If your country lets you reclaim them when a part is returned, we will give you the documents for it.
5. Whether a return is on our side or yours is decided by ARCO AUTOZONE in good faith after inspecting the part, on the basis of the order, the quote, your photographs and the unboxing video. If you disagree, you may raise it with our Grievance Officer (Section J).

G. Returns on Your Side

1. Returning a part across a border costs a lot and may bring duty on both sides, so we accept a return on your side — you ordered the wrong part, ordered by mistake or changed your mind — only with our written approval before you send it, and only if you ask within 7 days of delivery and the part is unused and in its original packing.
2. You pay the freight to us and any duty or fees on the return. The refund is what you paid for the part less the costs in E-2(b) (i) and (iv), after we receive and inspect it (Section H). A special-order part cannot be returned (Refund Policy H-3).
3. Repack the part properly and record a video while repacking. Use a trackable courier. We are not liable for a refund if the part is damaged on the way back or if the package does not reach us.

H. Refunds

1. A refund is processed only after the part has reached us and our quality check team has inspected it and approved the return. If the order is cancelled before dispatch, we refund the amount paid less the bank / Payoneer / gateway charges (Section E-2(b)(iv)).
2. An approved refund is sent within 7 to 10 working days to the account or method you paid from, in the currency you paid. Your bank may take longer to show it. We are not responsible for exchange-rate differences, or for bank or Payoneer fees charged on your payment or on the refund.
3. Refunds cannot be made to a third party’s account, or in cash or kind.
4. If we cancel an order ourselves for a reason not caused by you — for example the part is out of stock or the courier cannot serve your address — we refund everything you paid, including shipping and payment charges.

I. Delivery, Loss and Damage in Transit

1. Delivery times are estimates: usually 10–15 working days for standard and 5–7 working days for express delivery, after dispatch (Shipping Policy B-3). We send you the courier’s name and the tracking number when we dispatch.
2. We are responsible for the parcel until the courier delivers it to you. If the courier confirms that a parcel was lost, or it reaches you damaged, we replace it or refund it in full (Section F). This does not cover a parcel that customs holds, seizes or returns for a reason in Section D or Section E-1.
3. Check the outer package before you accept it. If it is open, torn or visibly damaged, write this on the courier’s delivery receipt (POD) and tell us at once.

J. Grievance Redressal

1. For any complaint about an international order, a return or a refund, contact our Grievance Officer, Amaan, ARCO AUTOZONE ECOM, Ground Floor, P.No. 52-53, Hotel Arco Palace, Railway Station Road, Sindhi Camp, Jaipur, Rajasthan 302001 — e-mail [email protected], WhatsApp / phone +91 91169 03624.
2. We acknowledge every complaint within 48 hours of receiving it and resolve it within one month.

K. General

1. We may change this policy from time to time. The version on this page on the date of your order applies to that order.
2. Nothing in this policy limits any right you have under the law of your country that cannot be excluded by agreement, or under the Consumer Protection Act, 2019 and the rules made under it where they apply to you.
3. This policy is governed by the laws of India. Subject to those rights, the courts at Jaipur, Rajasthan have jurisdiction.