Returns & Refund Policy

Last Updated On 01 May 2026.

This Return and Refund Policy (the “Policy”) governs the terms under which products purchased through the VroomMart platform/website (“VroomMart”) may be returned, and refunds issued to customers. By making a purchase on VroomMart, customers (“Customers”) agree to be bound by this Policy.

1. General Return Conditions

Products listed on VroomMart are sold without any warranty, unless explicitly stated otherwise in the product description. Returns and refund requests will only be considered under the following circumstances:
1.1. Receipt of a wrong product: If the customer receives a product different from what was ordered, they may request a return.
1.2. Receipt of an incomplete product: If any essential part or component of the product is missing upon delivery, the customer may initiate a return.
1.3. Receipt of a physically damaged product: If the product is received in a damaged condition due to mishandling during shipping or packaging, a return request can be submitted.
1.4. Receipt of a product with a manufacturing defect: If a product has a manufacturing defect, it may be returned unless it is explicitly stated as non-returnable in the product listing.

1.5. Unless otherwise stated in the product description, VroomMart does not provide, assume, or undertake any warranties, express or implied. Notwithstanding that, certain products may be covered by a manufacturer’s warranty provided directly by the manufacturer or the original supplier. In such cases, the Customer must acknowledge that:

• 1.5.1. Any such warranty is solely between the Customer and the manufacturer;
• 1.5.2. VroomMart shall not be responsible or liable for the performance, enforcement, or claims under such manufacturer’s warranty; and
• 1.5.3. The Customer must directly contact the manufacturer or authorised service centre for any warranty claims, unless otherwise expressly stated on the platform.

To ensure smooth processing of return requests, customers are required to record a clear video while unboxing the parcel upon delivery. All supporting documentation must be uploaded through the customer portal accessible at https://vroommart.com/login. For claims related to reasons (1) through (3), the unboxing video and relevant photographs highlighting the issue must be provided as supporting evidence. These materials will be reviewed to validate the claim and determine eligibility for a return or refund.

2. Category-Specific Return Terms

2.1. Diesel Parts

2.1.1. Injector/Nozzle/Delivery Valve/Pumps/Head & Rotor: These products are returnable exclusively for manufacturing defects. To initiate a return, the customer must provide technical or diagnostic reports along with detailed videos and images that clearly demonstrate the defect as provided under Section 1 above. Upon receipt of the returned product, the vendor will conduct thorough testing to confirm the defect. If the defect is verified, a refund will be processed.
 
2.1.2. Kits/Components: These items are strictly non-returnable. Customers are advised to review product specifications and compatibility before purchase, as no returns or refunds will be facilitated for these products.

2.2. Turbo Parts

• 2.2.1. Core/Cartridge: These parts are returnable solely in cases of manufacturing defects. Customers must comply with the standard return terms, which include providing comprehensive documentation such as videos, photographs, and failure reports. The return process will commence only after the customer uploads all required information through the portal. Upon receipt, the vendor will inspect and test the product to validate the defect. If the defect is confirmed, the refund process will be initiated.
• 2.2.2. Actuator/Components/Service Kits: These items are non-returnable under any circumstances. Customers should verify the product’s compatibility and specifications prior to purchasing, as no returns or refunds will be entertained for these products.

2.3. Auto-Electricals/Tools/Oils/Filters/Cleaning Equipment/Accessories:

• 2.3.1. Products in these categories are non-returnable. Once sold, these items cannot be returned or exchanged, regardless of the reason. Customers are encouraged to carefully review product details before completing their purchase.
• 2.3.2. For equipment-related issues, vendor support will be provided under specific terms and conditions. Support services may include troubleshooting assistance, repair, or maintenance. However, the customer may be subject to additional costs, such as visitation charges, testing fees, and other out-of-pocket expenses incurred by the vendor. These costs must be covered by the Customer.

3. Return Process and Conditions

3.1. Customer Obligations:

• 3.1.1. Customers must initiate a return request within fourteen (14) days from the date of delivery through the customer portal. After this period, the return window will automatically deactivate, and no further return requests will be accepted.
• 3.1.2. The item must be returned in its original packaging, including all accessories, manuals, and other components that were included at the time of purchase. The product must be securely packed to prevent damage during the return shipment.
• 3.1.3. Customers are required to upload all necessary documentation on the Returns page of the customer portal. This includes detailed videos, photographs, and failure reports that clearly demonstrate the defect or issue with the product. Failure to provide adequate evidence may result in the rejection of the return request.
• 3.1.4. In some cases, the vendor may require a test report from an authorized service provider to validate the defect. The customer must obtain the report at their own expense and submit it along with other supporting documents. This step ensures that only genuine manufacturing defects are considered for return.
• 3.1.5. In the event that customers are found to misuse this Policy by excessively returning items, returning items not in their original condition, sending back products not purchased from the platform, or cancelling/not accepting placed orders, VroomMart reserves the right to warn, restrict, suspend, block, or permanently terminate the Customer’s account and/or their ability to make future returns.
• 3.1.6. Returns of unrelated items, items not originally purchased from Vroom Mart, or damaged products unrelated to the original defect will not be accepted or refunded. If such items are received, they will be discarded at Vroom Mart’s discretion and will not be returned to the Customers, and the Customer’s account may be subject to review and potential sanctions as outlined in Clause 3.1.5.

3.2. Vendor Evaluation and Approval:

3.2.1. Upon submission of the return request and all supporting documents, the vendor will review the evidence to determine if the product qualifies for a return. This evaluation process involves verifying the authenticity of the defect based on the provided videos, images, and reports. If the vendor approves the return request, one of the following actions will be taken:

1. The vendor may request the Customer to ship the item back for further inspection. A refund will be processed only after the vendor receives and verifies the returned product. If, upon inspection, the evidence provided by the Customer is found to be false, misleading, or inadequate, the vendor reserves the right to reject the return and deny the refund request.
2. In certain cases, the vendor may issue a refund without requiring the return of the product. This decision is at the sole discretion of the vendor based on the provided evidence.

3.3. Refund Timeline:

3.3.1. Refunds will be processed within fourteen (14) days:

1. From the date of the vendor’s approval of the return request in cases where the vendor decides not to collect the item (Clause 3.2.1.B); or
2. From the date the vendor receives the returned item and confirms its eligibility for refund after inspection (Clause 3.2.1.A).
   The refund amount will be credited to the original payment method used at the time of purchase.

3.4. Return Shipping:

• 3.4.1. Customers must ensure that the product is properly packaged for return shipment to prevent damage during transit. Any damage caused due to improper packaging may lead to the rejection of the return request. Return shipping charges will be covered by Vroom Mart.
• 3.4.2. However, if a product is returned and subsequently found to be defective, damaged, or in an unsellable condition due to the Customer’s misuse, negligence, improper handling, or failure to follow usage instructions, such return shall be deemed ineligible. In such cases, Vroom Mart reserves the right to reject the refund request and recover any return shipping charges initially borne by Vroom Mart by deducting the same from the Customer’s original payment. No refund of the product price, VAT, or associated duties or taxes will be processed under these circumstances.
•  3.4.3. If the returned product is found to be eligible for refund, and it meets the return conditions, is in acceptable condition, and the reason for return is valid, Vroom Mart shall issue the refund as outlined under Clause 4.

4. Refund Terms

4.1. Refunds will be limited to the product price and any applicable VAT paid at the time of purchase. Any duties, taxes, customs fees, or other government-imposed levies paid during the purchase process are non-refundable. Additionally, the original shipping charges incurred during the delivery of the product to the Customer are non-refundable, regardless of the reason for the return, unless otherwise explicitly stated. Return shipping charges will be covered by Vroom Mart, subject to Clauses 3.4.1 and 3.4.2. Customers are encouraged to review their purchase details carefully, as the final refund amount may be adjusted based on the condition and eligibility of the returned product.

4.2. If a product is deemed defective or incorrect due to a manufacturing fault or an error on the vendor’s part, the vendor will bear all associated costs for recalling the item. This includes the return shipping charges, as well as any duties, taxes, or customs fees that may apply during the return process. The vendor will provide clear instructions to the customer regarding how to return the product, including any shipping labels or authorizations required.

4.3. Additionally, the vendor will ensure that the return process is seamless for the Customer, covering all logistical aspects. Customers are encouraged to communicate promptly with the vendor through the designated channels to facilitate the return and/or refund. If the defect is confirmed upon inspection, the vendor will initiate the refund process. All return-related expenses, including but not limited to, the return shipment, will be handled via the VroomMart portal only ensuring that the customer does not incur any out-of-pocket expenses related to the return shipment.

5. Non-Returnable Products

5.1. Certain products or product categories are designated as non-returnable due to their nature, usage, or regulatory restrictions. These items will be clearly marked as “Non-Returnable” on the product detail pages of the VroomMart platform. Customers are strongly advised to review product specifications and return eligibility carefully before making a purchase.

5.2. Non-returnable items may include, but are not limited to:

• 5.2.1. Consumables: Products such as lubricants, oils, and cleaning supplies.
• 5.2.2. Electrical Components: Due to the risk of damage during installation or improper handling, these products are not eligible for return once opened or installed.
• 5.2.3. Custom or Special Order Items: Products made to Customer specifications or ordered through special requests cannot be returned unless they are defective.
• 5.2.4. Service Kits and Accessories: Typically considered final sale, these items cannot be returned or exchanged.

5.3. In exceptional cases where a non-returnable product has a verified manufacturing defect, customers may contact VroomMart’s customer support for assistance. The decision to accept a return or provide an exchange will be at VroomMart’s discretion and subject to vendor approval.

6. Special Product Categories: Request for Quote (RFQ)

6.1. For certain high-value or specialized products not listed with a fixed price on the platform— such as heavy machinery, industrial equipment, high-capacity batteries, or liquids—customers must request a formal quote through the RFQ process. These products often involve customized solutions, bulk orders, or specialized handling requirements, necessitating direct negotiation and personalized service.

6.2. RFQ Return Management:

• 6.2.1. Returns for RFQ products are handled outside the standard customer portal process.
• 6.2.2. Any return or replacement request must be submitted directly to VroomMart administration via the designated RFQ contact channels.
• 6.2.3. VroomMart will assess the request on a case-by-case basis, considering factors such as product condition, warranty terms, and vendor policies.
• 6.2.4. Approval for returns will be contingent upon detailed documentation, including diagnostic reports, photographs, and any other evidence demonstrating a valid defect or issue.

6.3. Special Considerations:

• 6.3.1. Shipping and handling costs for RFQ products may differ from standard return procedures and will be communicated during the negotiation process.
• 6.3.2. Depending on the product type and vendor policy, restocking fees or handling charges may apply.

7. Importation and Order Processing Terms

7.1. Once an order is placed on the VroomMart platform, it is considered final and cannot be cancelled by the Customer. This Policy ensures that vendors can process and fulfil orders efficiently without disruption. Upon placing an order, vendors are notified and have a maximum of seventy-two (72) hours to review and approve the order placed by the Customer.

• 7.1.1. In the event that the vendor approves the order within the 72-hour window, the order proceeds to fulfilment and shipment.
• 7.1.2. In the event that the vendor does not respond or approve the order within the stipulated 72 hours, the order will be automatically cancelled.
• 7.1.3. For orders cancelled due to vendor inaction, a full refund shall be given to the Customers, including but not limited to the product cost, and any applicable VAT will be processed within fourteen (14) business days. Refunds will be credited to the original payment method used during the transaction.

7.2. In cases where a vendor is unable to fulfill the full quantity of the ordered product due to stock shortages, manufacturing issues, or other unforeseen circumstances, the order for that specific vendor shall be cancelled. A refund will be issued to the Buyer for the cancelled items in accordance with VroomMart’s refund policy. For orders involving multiple vendors, the Products supplied by other vendors shall continue to be processed and fulfilled as per the original order and only the portion of the order corresponding to the vendor unable to meet the requested quantity will be cancelled, and a refund will be issued for those specific items. Buyers will be notified of any such cancellations and refunds, and VroomMart shall take reasonable steps to ensure that the remaining items in a multi-vendor order are delivered without disruption.
 
7.3. Additional Considerations:

• 7.3.1. Customers will receive email notifications and may view updates on their VroomMart account dashboard regarding order status changes and refund confirmations.
• 7.3.2. Refunds for rejected quantities will cover the product cost and any applicable VAT. Shipping charges related to the unfulfilled portion will also be refunded if the shipment has not yet been dispatched.

8. Shipping Policies

8.1. Local Deliveries (UAE): VroomMart is committed to ensuring prompt and reliable delivery services within the UAE. Orders for local delivery are processed after vendor approval and payment confirmation. The products shall be delivered in accordance with the following terms:

• 8.1.1. Products are expected to reach customers within one (1) to three (3) business days from the date of dispatch.
• 8.1.2. VroomMart partners with reputable courier services to guarantee timely and secure deliveries. Customers will receive tracking details via email or SMS once the order is shipped.
• 8.1.3. The courier will make up to two delivery attempts. If the Customer is unavailable, the package may be held at a local courier facility for collection or returned to the vendor. Re-delivery charges may apply in case of failed attempts.

8.2. International Deliveries: VroomMart offers international shipping to various countries, ensuring global access to products listed on VroomMart. International orders are processed within two (2) working days after vendor approval and payment confirmation. The products shall be delivered in accordance with the following terms:

• 8.2.1. International orders typically take six (6) to fourteen (14) working days to reach their destination, depending on the shipping destination and customs clearance processes.
• 8.2.2. Customers will receive international tracking information, allowing them to monitor their shipment’s progress. Any delays due to customs inspections or local holidays will be communicated through the tracking system. VroomMart shall not be held liable in such cases.

8.3. For international shipments, duties, taxes, and other import-related fees are not included in the product price or shipping charges at checkout.

• 8.3.1. These charges are collected upon delivery by the shipping provider (e.g., DHL). Customers are responsible for paying all applicable duties and taxes directly to the courier at the time of delivery.
• 8.3.2. Failure to pay the required duties and taxes will result in the shipment being returned to the vendor or held by customs. In such cases, the customer forfeits their right to a refund. Additionally, any return costs incurred due to non-payment will be charged to the customer’s account. The Company reserves the right, at its sole discretion, to take necessary actions, including but not limited to issuing warnings, restricting, suspending, blocking, or terminating the Customer’s account for failure to comply with payment obligations or misuse of the return policy, including excessive returns, returning items not in original condition, unjustified cancellations or refusals, or submission of fraudulent claims.

 8.4. Additional International Charges: International orders may require additional charges related to export documentation, special packaging, or handling, as applicable.

•  8.4.1. Certain countries may require specific export documents for customs clearance. Any fees associated with the preparation and provision of these documents will be the responsibility of the Customer.
•  8.4.2. Customers are advised to familiarize themselves with their local import regulations to avoid unexpected charges or delays. VroomMart is not responsible for customs seizures or fines due to non-compliance with import laws in the destination country.

9. Indemnity 

9.1. Indemnification by Customer: The Customer agrees to indemnify, defend, and hold harmless VroomMart, its affiliates, officers, directors, employees, agents, and representatives (collectively, the "Indemnified Parties") from and against any and all claims, demands, losses, liabilities, damages, penalties, fines, costs, and expenses (including, without limitation, legal fees and court costs) arising out of or in connection with:

• 9.1.1. Any breach by the Customer of this Policy or any other agreements, terms, or conditions with VroomMart;
• 9.1.2. Any use of the products purchased from VroomMart in violation of any applicable laws or regulations;
• 9.1.3. Any third-party claims arising from the Customer's actions, including the sale, distribution, or use of the products purchased from VroomMart;
• 9.1.4. Any fraud, misrepresentation, or willful misconduct by the Customer;
• 9.1.5. Any failure by the Customer to comply with any of their representations, warranties, or obligations under this Policy.

9.2. The indemnified parties shall promptly notify the indemnifying party of any claims or proceedings, and the indemnifying party shall have the right to control the defence of such claims, provided that the indemnified party shall have the right to participate in the defence with its own counsel at its own expense. The indemnifying party shall not settle any claim in a manner that adversely affects the rights of the indemnified party without the indemnified party’s prior written consent.

10. Limitation of Liability

10.1. VroomMart shall not be liable to the Customer or any third party for any indirect, incidental, special, punitive, or consequential damages, or for any loss of profit, revenue, goodwill, or data, arising out of or in connection with this agreement, the use or inability to use the products, or any other related matter, even if VroomMart has been advised of the possibility of such damages.

10.2. VroomMart’s total liability to the Customer for any claim arising out of or in connection with this Policy, regardless of the form of action (whether in contract, tort, or otherwise), shall not exceed the total amount paid by the Customer to VroomMart for the specific product or service giving rise to the claim during the three (3) months immediately preceding the date the claim arose.

10.3. This limitation of liability shall apply to the maximum extent permitted by law, and nothing in this clause shall exclude or limit VroomMart's liability for death or personal injury caused by its negligence or for fraud or fraudulent misrepresentation.
 
11. Force Majeure

11.1. VroomMart shall not be liable for any failure or delay in processing a return or refund under this Policy due to a Force Majeure Event. A Force Majeure Event includes, but is not limited to, acts of God, natural disasters, fire, flood, pandemics, epidemics, governmental regulations or restrictions, war, terrorism, labour strikes, transportation disruptions, or any other event beyond VroomMart’s reasonable control that prevents or delays the ability to process returns or issue refunds.

11.2. In the event of a Force Majeure Event, VroomMart will notify the customer as soon as reasonably possible and will make reasonable efforts to complete the return or refund process once the Force Majeure Event has been resolved. If the Force Majeure Event persists for more than thirty (30) days, VroomMart reserves the right to extend or delay the return or refund process without liability. However, all other terms and conditions of this Policy will remain in full force and effect.

12. Disclaimer

VroomMart reserves the right to update or modify this Policy at any time without prior notice. Customers are advised to review this Policy periodically to stay informed of any changes. Continued use of the services after any updates to the Policy constitutes acceptance of the revised terms.

13. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the UAE. In the event of any dispute, controversy, or claim arising out of or in connection with this Policy, including any question regarding its existence, validity, or termination, the user shall first notify the Company in writing, setting out the nature of the dispute. If the dispute is not resolved within thirty (30) days of such notice, the dispute shall be referred to and finally resolved by arbitration under the Arbitration Rules of the Dubai International Arbitration Centre (“DIAC”), which rules are deemed to be incorporated by reference into this clause. The number of arbitrators shall be three, the seat of arbitration shall be Dubai, and the language to be used in the arbitration shall be English.

14. Customer Support and Administration

VroomMart offers responsive customer support through email @ support@vroommart.com, phone @ +971568608645, live chat, and the customer portal. For return-related inquiries, customers should provide the necessary evidence and contact support for guidance. Issues are typically resolved within 7-14 business days, with escalated cases handled by senior review. Special cases, such as non-returnable or RFQ products, are managed directly by VroomMart’s administration.