Refund & Cancellation

Last updated: August 2026  ·  Part Collector Ltd

1. Overview

Part Collector provides a trading community through which 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).

Where VAT was collected at checkout under an applicable tax scheme (OSS, IOSS, UK VAT, or VOEC), the refund will include the full amount paid including any VAT, and any EU customs duty charged at checkout on an IOSS consignment. The reversal of VAT reporting is handled by the applicable scheme's reporting mechanisms.

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

10.1 Your right of withdrawal (EU/UK consumers). If you are a consumer, you may withdraw from your subscription within 14 days of it being concluded, without giving a reason. To withdraw, use Cancel Subscription in the subscription menu and choose Withdraw and refund, or notify us in writing via our contact form (select Legal & Privacy), before the 14 days expire. We process withdrawal requests within 2 working days. Withdrawing refunds you and ends access immediately; choose Just cancel instead if you would rather keep the period you have already paid for. We will refund you within 14 days of your notice, less a proportionate amount for the service supplied up to the point of withdrawal. We may charge that proportionate amount only if we first obtained your express request that the service begin immediately; where we did not, you are refunded in full. Where the information required by law was not given to you before purchase, the 14-day period may be extended. No Early Termination Fee applies within this 14-day period. A timestamped record of your acknowledgment — including the tier name, price, billing cycle, and date — is retained and may be used as evidence in any dispute.

10.2 After the withdrawal period, and for business customers. 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. If you cancel during a paid period, your Seller Tier remains active until the end of that period. No pro-rata refund is issued for unused time. No refund is issued if you cancel mid-cycle or delete your account. Business customers have no right of withdrawal.

10.3 How billing works:

• Monthly plans are a recurring monthly subscription billed once per month via PayPal until cancelled.
• Annual plans are a recurring annual subscription, billed once per year via PayPal and renewing automatically each year until cancelled.
• Only the Essential Seller tier has a monthly option. Pro Seller, Elite Seller, Power Seller and Corporate Seller are offered as annual plans only, and to business customers only.
• Annual plans for Pro Seller, Elite Seller, Power Seller and Corporate Seller are available to business customers only. By purchasing one you confirm you are acting as a business — a company, a sole trader or a VAT-registered seller — and not as a consumer. The Essential Seller tier is the only tier available to all sellers; it can be bought monthly or annually, and consumers keep the full 14-day right of withdrawal on it.

10.4 Cancelling. You may cancel at any time. Cancelling always stops all future charges. Your Seller Tier remains active until the end of the period you have already paid for, after which your account moves to the Free tier. No Early Termination Fee applies, and none is charged. Upgrades apply a proration credit toward your new plan. All amounts are shown to you before you confirm.

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.

12. 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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