Refund & Cancellation

Last updated: April 2026  ·  Part Collector Ltd

1. Overview

Part Collector operates a marketplace where buyers and sellers transact automotive spare parts. Refunds and cancellations are handled according to this Policy, our Buyer Terms, and applicable law. Where statutory consumer rights provide greater protection, those rights prevail.

2. Cancellation Before Dispatch

You may cancel an order at no charge if the seller has not yet dispatched the item. To cancel:

1. Open the order via the Discord bot and select "Cancel Order";
2. Select a cancellation reason when prompted;
3. The seller will be notified and has 12 hours to confirm the cancellation.

Once the seller confirms, a full refund will be returned to your original PayPal payment method. If the seller has already dispatched the item, the pre-dispatch cancellation window is closed and the returns process below applies instead.

3. EU 14-Day Right of Withdrawal

If you are a consumer in the European Union purchasing from a business seller, you have the right to withdraw from the contract within 14 calendar days from the day you receive the item — without needing to give a reason. This right is guaranteed by:

• EU Consumer Rights Directive 2011/83/EU (and national implementations);

How to exercise the right of withdrawal

1. Notify the seller in writing (via our contact form, select Legal & Privacy) before the 14-day period expires, clearly stating your wish to withdraw;
2. Return the item in its original, unused condition within 14 days of notifying the seller;
3. The seller must issue a full refund — including the original outbound shipping cost — within 14 days of receiving the returned item or proof of return postage (whichever is earlier).

4. Exceptions to the Right of Withdrawal

The 14-day withdrawal right does not apply to:

• Items that have been installed, fitted, used post-delivery, or are no longer in original condition;
• Custom or specially sourced parts made to your specification;
• Parts with hygiene or safety seals that have been broken (e.g., sealed fluid containers);
• Private (non-business) seller transactions — peer-to-peer sales are exempt from statutory withdrawal rights;
• Perishable goods or time-sensitive parts.

Additionally, where you have explicitly requested commencement of preparation or sourcing of a custom part before the withdrawal period expires, and the seller has confirmed this in writing, you agree to waive the right of withdrawal upon the seller having commenced that performance.

5. Returns: Item Not as Described / Defective

Regardless of the seller type (business or private) or transaction value, you are entitled to a full refund if:

• The item received is significantly different from the listing description;
• The item has a material defect not disclosed in the listing;
• The wrong item was sent;
• The item arrived damaged due to inadequate packaging.

6. Item Not Received

If your order has not arrived by the estimated delivery date:

1. First, check the tracking information provided by the seller;
2. If tracking shows no movement for 10 consecutive days after dispatch, contact the seller via the bot;
3. If unresolved after a further 5 days, open a formal dispute through the bot;
4. Disputes for non-delivery must be opened within 30 days of the estimated delivery date.

Confirmed non-delivery cases result in a full refund including shipping.

7. Dispute Process

• Step 1 — Open a dispute. Use our contact form (select Legal & Privacy). Provide your order ID, a clear description of the issue, and supporting evidence.

• Step 2 — Seller response period. The seller has 3 calendar days to respond to the dispute with their position and evidence. Failure to respond is treated as acceptance of the claim.

• Step 3 — Moderation review. Our moderation team reviews all submitted evidence and may request additional information from either party. A decision is typically issued within 3–5 business days.

• Step 4 — Outcome. The decision will allocate responsibility and instruct the appropriate refund action. Refunds are processed via PayPal within 5 business days of the decision.

• Step 5 — Appeal. Either party may appeal the decision within 7 days via our contact form (select Legal & Privacy) with new evidence not previously submitted.

You may also raise a PayPal dispute independently through PayPal's Resolution Centre. This does not prevent you from also using our internal process.

8. Refund Method and Timing

All refunds are returned to the original PayPal account used for payment. We do not issue refunds by any other method. Standard PayPal processing time applies (typically 3–5 business days to appear in your account, depending on your PayPal account type and bank).

Part Collector Ltd does not charge any fees for processing valid refunds.

9. Seller Obligations on Refunds

Sellers are required to honour valid refund decisions promptly. Failure to do so may result in:

• The refund being funded from the seller's held balance (where applicable);
• Temporary suspension of the seller's account pending resolution;
• Escalation of the matter to PayPal's resolution processes.

10. Seller Subscription Payments — Non-Refundable

Seller subscription fees paid to Part Collector Ltd are non-refundable once a billing period has commenced. This applies to all subscription tiers and billing cycles (monthly and yearly).

What this means:

• If you cancel your subscription during a paid period, your Seller Tier remains active until the end of that period. No pro-rata refund is issued for unused time.
• If you delete your account mid-cycle, no refund is issued for the remaining subscription period.
• Upgrading or downgrading between tiers follows the proration rules displayed in the Discord server during the upgrade flow.

Early Termination Fee (yearly plans): Cancellation of a yearly plan before the end of the annual period may incur an Early Termination Fee representing a portion of the remaining months. The applicable fee is shown to you before you confirm cancellation.

🇪🇺 EU Consumers — Right of Withdrawal Waiver:
Under EU Directive 2011/83/EU (Article 16(m)), you have a 14-day right of withdrawal for digital services. However, when you subscribe to a Seller Tier, you are explicitly shown a payment acknowledgment screen that requests immediate commencement of the subscription service. By clicking I Acknowledge on that screen, you expressly waive your 14-day right of withdrawal in accordance with Article 16(m). A timestamped record of this acknowledgment — including the tier name, price, billing cycle, and waiver date — is stored permanently in our systems and may be used as evidence in any dispute.

If you believe you have been charged in error (e.g. an unauthorised transaction), please contact us immediately via our contact form (select Legal & Privacy).

11. Statutory Rights

This Policy does not limit or waive any statutory rights you may have under the law of your country. If you are an EU consumer, your rights under national consumer protection legislation implementing the EU Consumer Rights Directive are fully preserved.

For EU-based dispute resolution, you may also use the EU Online Dispute Resolution Platform.

11. Contact

For refund and cancellation enquiries, use our contact form (select Legal & Privacy). Our support team aims to respond to all queries within 24 hours on business days.

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