Returns

Returns and Refunds Policy

Purpose

To set out the guidelines, terms and conditions for the return, exchange and refund of the products and parts sold by OPTIMUS PARTS, defining the criteria that make each request valid, so that purchases are made with confidence and transparency.

Scope

This policy applies to all purchases of products and parts made with OPTIMUS PARTS, and to returns of products sold by OPTIMUS PARTS.

Deadline for returns and exchanges

  1. The maximum period to request a return or exchange is 30 calendar days from the date the order is received.
  2. Requests made after this period will not be accepted.

Conditions for a return

For a return or exchange to be accepted, the product must meet the following:

  1. Match the product sold.
  2. Be unused, not installed and free of signs of use.
  3. Be kept in its original packaging, with all its accessories, manuals and labels.
  4. Come with the proof of purchase or the order number.
  5. Electrical and electronic parts (for example spark plugs, ignition coils, alternators, starters, sensors and modules):
    • If the packaging has been opened, returns are not accepted.
    • If the packaging has not been opened, the return is accepted provided the part and the packaging are in perfect condition: no moisture, no knocks or damage and no signs of tampering. Acceptance is confirmed by inspecting the part when we receive it.
    • A factory defect in an opened or installed electrical or electronic part is not handled as a return but under the warranty (see Warranty).

How to request a return or exchange

  1. Write to us at hablemos@optimusparts.mx or on WhatsApp at 33 1671 4233, with your order number and the reason for the return or exchange.
  2. OPTIMUS PARTS will send you the instructions and the address for returning the part.
  3. Send the part properly packed and protected, with the return reference number visible on the package.
  4. Once received, the part will be inspected to verify that it meets the conditions of this policy.
  5. If the inspection is favorable, you choose between an exchange of the part or a refund.

The customer is responsible for sending the product properly packed to avoid damage in transit.

Shipping costs

  1. Return or exchange by the customer's choice (the part didn't work for them or they changed their mind): the return shipping is paid by the customer, as is the shipping of the replacement part, if they request one. Original shipping costs are not refundable.
  2. Part that does not fit because of our labeling error (the product page or the vehicle search said it fit your vehicle and it does not): OPTIMUS PARTS covers the return shipping and, if you request it, the shipping of the correct part.
  3. Wrong product sent by OPTIMUS PARTS: OPTIMUS PARTS covers the return shipping and the shipping of the correct part. Just send us photos of the part and the packaging; there is no need to wait for an inspection to generate the shipping label.
  4. Possible factory defect: a defect can only be confirmed by physically inspecting the part. The customer sends the part for inspection and covers that shipping.
    • If the inspection confirms the factory defect, OPTIMUS PARTS refunds that shipping and covers the shipping of the replacement part. A factory defect is resolved by replacing the part, under the warranty policy.
    • If the inspection does not confirm a factory defect (for example, damage from installation, misuse or wear), that shipping is not refunded, and sending the part back to the customer, if they request it, is also at their expense.

Refunds

  1. Approved refunds are made to the same payment method used for the purchase.
  2. The approximate time is 5 to 10 business days from when the part is received and validated.
  3. The refund is paid only to the same person, individual or legal entity, who made the payment. No refunds are made to third parties or to accounts of anyone other than the person who paid.
  4. If there is a problem with the original payment method, we will ask for bank details to make the refund by transfer; the account must be in the name of the same person, individual or legal entity, who made the payment. To confirm this, OPTIMUS PARTS may request the front page of the bank statement clearly showing the account holder's name and the account's CLABE interbank number.

Wrong, incomplete or defective parts

  1. The customer is responsible for checking the product upon receipt.
  2. If you receive a part that is wrong, incomplete, damaged in shipping or has a factory defect, contact us as soon as possible at hablemos@optimusparts.mx or on WhatsApp at 33 1671 4233, with your order number and, if possible, photos of the part and the packaging.
  3. If the part is wrong, incomplete or arrived damaged in shipping, the solution (exchange or refund, your choice) is provided at no additional cost to the customer, under the terms of the "Shipping costs" section.
  4. If the part has a factory defect, it is handled under the warranty, by replacing the part (see Warranty).

Cases in which a return is not valid

A return will not be accepted when:

  1. The request is made after the 30-calendar-day period.
  2. The part has been installed, used or shows signs of use.
  3. The part shows damage from incorrect installation, misuse or improper handling (broken, dented, burnt, tampered with), or evidence of improper transport or storage.
  4. The part has been stored or used under unsuitable environmental conditions.
  5. It is a consumable that shows signs of use.
  6. It is an electrical or electronic part with opened packaging, or whose packaging or part shows moisture, knocks or any sign of damage.
  7. The product does not match the one sold, or does not include its accessories, manuals, labels or original packaging.

Consumer rights

This policy is offered without prejudice to the rights that Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) grants to consumers in Mexico, before the Federal Consumer Protection Agency (PROFECO).

Contact

Optimus Parts Latam
Email: hablemos@optimusparts.mx
WhatsApp: 33 1671 4233

Effective date

This policy takes effect upon publication and remains in force until further notice, replacing any document issued previously. Any update must be approved by Management.