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Refund & Return Policy

Effective Date: Sept 26, 2025
Last Updated: Sept 26, 2025

At Tonel Automotive, customer satisfaction is our priority. We take pride in supplying high-quality spare parts for trucks and Mercedes-Benz cars, sourced from trusted manufacturers and distributors. However, we understand that in some cases, products may need to be returned or refunded.

This Refund & Return Policy outlines the conditions, procedures, timelines, and eligibility criteria for refunds, exchanges, and returns of automotive spare parts purchased through our catalogue-style ordering system.

1. Introduction

The purpose of this policy is to:

Provide transparency regarding returns and refunds.
Protect both the customer and Tonel Automotive against disputes.
Ensure fair handling of defective, damaged, or incorrectly supplied parts.

We recommend reading this document carefully before placing an order. By ordering from us, you agree to the terms described herein.

2. Scope of the Policy

This policy applies to all orders placed via:

Our official website
WhatsApp ordering system
Direct phone or email communication with our sales team

It covers:

Returns
Refunds
Exchanges
Store credits

3. Eligibility for Returns

You may return a product if it meets one or more of the following conditions:

The product is defective or malfunctioning.
You received the wrong product (different model, size, or specification from what was ordered).
The product was damaged during transit.
The product is incompatible with your vehicle due to incorrect cataloging by Tonel Automotive (rare but possible).

4. Non-Returnable Items

Some products cannot be returned, including:

Items damaged due to improper installation or misuse by the customer.
Products installed and later removed (except in cases of manufacturing defects).
Custom orders or specially imported parts.
Items without original packaging, tags, or labels.
Electrical components (e.g., sensors, switches, relays) once opened, due to testing risks.

5. Timeframe for Returns & Refunds

5.1. Domestic Orders (Nigeria)

Returns must be initiated within 7 business days of receiving the product.

5.2. International Orders

Returns must be initiated within 14 business days of receiving the product.

Late return requests may be considered on a case-by-case basis but are not guaranteed.

6. Conditions for Accepting Returns

To qualify for a return:

The item must be unused and in original condition.
Packaging must be intact (box, manual, labels, protective wrapping).
Proof of purchase (invoice, WhatsApp receipt, or reference number) must be provided.
The product must pass our quality inspection upon arrival at our warehouse.

7. Return Procedure

Step 1: Initiating a Return

Order Reference Number
Product name & part number
Reason for return (defective, wrong product, damaged, etc.)

Step 2: Approval

Our customer service team will review the request. If eligible:

A Return Authorization Number (RAN) will be issued.
Instructions on packaging and courier arrangements will be provided.

Step 3: Shipping the Product

Customers are responsible for return shipping costs unless the return is due to our error.
For international returns, customs duties must be prepaid.

Step 4: Inspection

Once received, our technical team will inspect the item within 5 business days.
If approved, a refund, exchange, or store credit will be processed.

8. Refund Methods

Refunds are issued in the same form of payment used during purchase:

Bank transfer (Nigeria)
Paystack/Wire Transfer (international customers)

Refunds are processed within 7–14 business days after inspection and approval.

9. Partial Refunds

In some cases, partial refunds may be granted if:

The item shows signs of minor use.
Original packaging is missing but the item is intact.
Shipping charges are non-refundable unless the return was due to Tonel Automotive’s error.

10. Exchanges

Instead of a refund, customers may opt for an exchange.

Exchanges are possible for the same product or a similar item of equal value.
If the replacement item is more expensive, the customer must pay the price difference.
If cheaper, the balance will be refunded or credited.

11. Damaged or Defective Items

11.1. Reporting a Damaged Product

If your package arrives damaged:

Take clear photos of the packaging and product.
Report the issue within 24 hours of delivery.
Provide proof (photos/videos) to WhatsApp or email support.

11.2. Manufacturer Defects

Some products may have hidden manufacturer defects. In such cases:

Tonel Automotive will replace or refund the defective product.
Warranty claims may be processed if the product is covered by manufacturer warranty.

12. Shipping Costs for Returns

Customers are responsible for return shipping costs.
If the return is due to our error (wrong item, damaged goods, etc.), Tonel Automotive will cover the cost.
For international returns, customers must ensure all customs duties are prepaid to avoid rejection.

13. Store Credit Option

Customers may choose store credit instead of a refund. Benefits include:

Faster processing time
No transfer or processing fees
Discounts on future purchases (during promotions)

14. Restocking Fees

A restocking fee (10–15%) may apply if:

The product was returned without proper reason.
The item shows signs of wear or missing packaging.

15. Customer Responsibilities

To ensure smooth returns:

Verify product compatibility before ordering (use OEM numbers provided).
Follow installation guidelines to avoid unnecessary damage.
Keep all receipts and packaging until you’re sure the product is correct.

16. Tonel Automotive’s Responsibilities

We commit to:

Supplying parts that match product descriptions.
Ensuring proper packaging to prevent transit damage.
Handling refund and return requests fairly and promptly.

17. Fraudulent Claims

Tonel Automotive reserves the right to reject refund or return claims if:

The product was intentionally damaged.
Fake proof of damage was submitted.
Multiple fraudulent claims are made by the same customer.

18. FAQs

Q1: How do I start a return with Tonel Automotive?
Simply contact us via WhatsApp or email with your Order Reference Number, and our team will guide you.

Q2: Who pays for return shipping?
Customers cover return shipping costs unless the return is due to Tonel Automotive’s error.

Q3: Can I get an exchange instead of a refund?
Yes, exchanges are available for the same or similar products, subject to stock availability.

Q4: How long does it take to receive a refund?
Refunds are processed within 7–14 business days after inspection.

Q5: What if I receive the wrong auto part?
We will replace the item at no cost to you, including covering shipping fees.

Q6: Can I return electrical car parts?
No, once opened, electrical parts such as sensors and switches cannot be returned.

Q7: Do you accept international returns?
Yes, but customers must cover shipping costs and customs duties.

Q8: What happens if my return is rejected?
Rejected returns will be shipped back at the customer’s expense.

Q9: Can I return a part after installation?
Only if the issue is due to a manufacturer defect. Otherwise, used parts cannot be returned.

Q10: Can I request store credit instead of a refund?
Yes, store credit is available and often faster to process.

19. Dispute Resolution

If disagreements arise regarding refunds or returns:

Customers should first contact Tonel Automotive’s support team.
If unresolved, disputes will be handled according to Nigerian Consumer Protection Laws.

20. Updates to This Policy

We may update this Refund & Return Policy periodically. Customers will be notified of significant changes via email, WhatsApp, or website notices.