Returns, Refunds & Warranty Policy

This Returns, Refunds & Warranty Policy applies to purchases made through MotoArk. MotoArk operates a marketplace for genuine automotive spare parts, including genuine pre-owned OEM parts, and may also sell certain products directly. Depending on the listing, a product may be supplied by MotoArk or by a verified third-party seller using the MotoArk marketplace.

MotoArk administers the customer-facing return, refund and warranty process. Where a third-party seller supplied the product, that seller remains responsible for the authenticity, lawful origin, description, condition and functional performance of the product and for seller-attributable remedies, without limiting any independent responsibility that MotoArk may have under applicable UAE law.

Nothing in this Policy excludes or limits any consumer right, remedy or liability that cannot lawfully be excluded or limited under applicable UAE law.

Every eligible functional used part sold through MotoArk is subject to the following minimum marketplace standards unless a longer period is expressly displayed on the product listing or order confirmation:

Many products offered on MotoArk are genuine pre-owned OEM components. They may therefore show reasonable signs of previous use, including cosmetic marks, scratches, discoloration, identification marks or other age-related characteristics. A disclosed condition or a condition reasonably consistent with a used part is not, by itself, a defect.

Material defects, damage, missing components or condition issues that were not disclosed and that materially affect the product will be assessed under this Policy and applicable law.

A customer may request cancellation before the order has been dispatched, collected from the seller, specially sourced, programmed, coded or otherwise committed for fulfilment. If cancellation is accepted, the amount paid will be refunded to the original payment method.

Once fulfilment has materially commenced, the return rules below will apply instead of pre-dispatch cancellation.

An eligible part may be returned within the applicable return window if all of the following conditions are met:

MotoArk may inspect and test a returned part before approving a refund. A return request made because the customer selected the wrong part may be accepted under this section only if the above conditions are satisfied; reasonable return logistics costs may be charged to the customer in that case.

If the customer receives the wrong item, an incomplete item, a product materially different from the listing, or a product visibly damaged in transit, the customer should notify MotoArk as soon as reasonably possible. For visible delivery damage or an incorrect item, notification within 48 hours is strongly requested so that delivery evidence can be preserved. This operational reporting period does not waive any mandatory legal right.

Where the issue is attributable to MotoArk, the supplying seller or a delivery provider arranged through MotoArk, MotoArk will coordinate the appropriate remedy and reasonable return logistics in accordance with this Policy and applicable law.

Vehicle compatibility can depend on VIN, OEM part number, production date, engine, transmission, software, coding and other vehicle-specific information.

Electrical and electronic automotive components are sensitive to voltage irregularities, wiring faults, reverse polarity, short circuits, water ingress, programming, coding and faults elsewhere in the vehicle. Examples include ECUs, control modules, BCMs, TCUs, ABS modules, sensors, instrument clusters, multimedia units and electronic actuators.

Before installation or electrical connection, an eligible electrical/electronic part may be returned under the normal return process if all return conditions are satisfied.

After an electrical/electronic part has been installed, connected, energised, programmed, coded or adapted, it is no longer eligible for an ordinary change-of-mind or incorrect-selection return. However, installation does not automatically eliminate a legitimate defect claim. The matter will instead be processed as a functional warranty claim.

MotoArk may require diagnostic evidence, fault codes, photographs or video, VIN, OEM part number, workshop invoice, proof of professional installation, coding/programming information and reasonable information about the vehicle electrical system. If the evidence establishes a seller-attributable defect, MotoArk will coordinate the appropriate warranty remedy. If the evidence indicates vehicle surge, wiring fault, reverse polarity, water ingress after delivery, improper coding/programming, misuse or incorrect installation, the claim may be rejected to the extent permitted by law.

The functional warranty is the commercial warranty period shown on the listing or order confirmation. It will never be less than 30 calendar days for an eligible functional used part unless MotoArk expressly identifies a lawful category-specific exception. A seller may offer a longer warranty, and the longer displayed warranty applies to that transaction.

The functional warranty covers a material failure of the supplied part to perform its intended function because of a defect attributable to the supplied part, subject to the exclusions and claim requirements in this Policy.

A warranty claim does not automatically create an immediate right to a cash refund. Subject to mandatory UAE law, MotoArk may first verify the claim and prioritise replacement with an equivalent genuine part where reasonably available, followed by repair, refund or another appropriate remedy where replacement is unavailable or unsuitable.

For a claim involving an installed part, MotoArk may require reasonable evidence that the part was installed by a properly licensed or professionally recognised automotive workshop. Customers should retain the workshop invoice, installation/work order, VIN, mileage at installation, diagnostic information and details of related parts replaced during installation.

For engines, gearboxes, major mechanical assemblies and electronic control components, proof of professional installation may be mandatory for a commercial warranty claim where this requirement is displayed before purchase or is reasonably necessary to determine the cause of failure.

To the extent permitted by applicable law, the commercial functional warranty does not cover failure caused by:

MotoArk and/or the seller may use serial-number records, photographs, UV markings, warranty labels, seals, engravings or other identification measures. These must not be intentionally removed, altered or tampered with.

Where the identity of a returned product cannot reasonably be verified because identification measures were removed or manipulated, MotoArk may reject the commercial return or warranty claim to the extent permitted by law.

MotoArk may display additional category-specific installation and warranty conditions for engines, gearboxes and other major assemblies. These may include inspection or replacement of relevant fluids, filters, seals, timing components, cooling components or other service items. Any such material requirement will be disclosed before purchase or clearly incorporated into the product-specific warranty conditions.

Unless expressly agreed in writing by MotoArk or required by mandatory law, the commercial parts warranty covers the supplied part itself and does not automatically cover installation labour, removal labour, coding/programming, diagnostics, towing, replacement vehicle costs, loss of vehicle use, loss of profit or other indirect or consequential expenses.

Where a return results from a confirmed seller/MotoArk error, confirmed defect, material misdescription or delivery damage attributable to the supply chain arranged through MotoArk, MotoArk will coordinate or reimburse reasonable return transportation as appropriate. Where the return is caused by change of mind, customer ordering error or customer-selected incompatibility, the customer may be responsible for return transportation.

Returned items may be visually and technically inspected and compared against serial numbers, original photographs, UV/security marks, supplier records and diagnostic results. If a claimed defective part is tested and found to function correctly, MotoArk may reject the commercial warranty claim and may charge reasonable redelivery/inspection costs where permitted and disclosed.

Approved refunds will normally be initiated to the same payment method used for the original purchase. MotoArk aims to initiate an approved refund within 7 business days after the relevant return has been received, inspected and approved. The card issuer, bank, BNPL provider or payment processor may require additional time before the refund appears in the customer account.

A card or electronic-payment transaction will not ordinarily be refunded in cash unless required by law or expressly approved by MotoArk.

Contact MotoArk at info@motoark.com or +971 50 767 7495. Please provide the order number, part details, reason for the request, VIN where relevant, photographs/video and any workshop or diagnostic evidence reasonably required for the claim.

Do not return a product directly to a seller or other address until MotoArk provides return instructions. MotoArk will coordinate the claim with the supplying seller and the logistics provider where applicable.

A seller may voluntarily offer a longer return window or functional warranty than the MotoArk minimum. Where a longer period is clearly displayed on the product listing or order confirmation at the time of purchase, that enhanced period forms part of the transaction terms and the seller is required to honour it through the MotoArk claims process.

This Policy is intended to operate consistently with applicable UAE consumer-protection, e-commerce and commercial laws. If any term of this Policy conflicts with a mandatory legal requirement, the mandatory requirement prevails. Commercial warranty periods are additional protections and do not extinguish rights that cannot lawfully be excluded.