Return, Refund & Warranty Policy

1. What is Eligible

Returns are accepted in three cases, each within its own window from delivery:

• Damage on arrival or an incorrect item: within 5 business days (clause 2)
• A defect discovered in use: within 15 days (clause 3)
• Change of mind or an item ordered in error: within 7 days, for items that are unused and in their original packaging (clause 4)

After 15 days, defects are covered by the manufacturer's warranty (clause 5).

The following are NEVER eligible for return:

• Items damaged due to incorrect installation, over-pressurisation, over-temperature operation, or other misuse
• Custom, made-to-order, or non-stock items
• Items where the manufacturer seal is broken without evidence of pre-existing damage
• Change-of-mind returns of items that have been used or are not in their original packaging
• Claims submitted outside the windows defined below

2. Damage on Arrival or Incorrect Item (5 Business Days)

If your order arrives visibly damaged, the packaging shows signs of mishandling, or you receive an item different from what was ordered:

1. Notify us within 5 business days of delivery, from the order page in your account or at [email protected]
2. Provide: order number, multi-angle photos of the item, photos of the original packaging, and a 15-second video showing the damage or wrong item
3. Once verified, IndSpare issues a Return Authorisation (RMA), arranges the collection and pays for return shipping, and provides either a replacement or a full refund

A full refund covers the value of the returned items, plus the original shipping charge once every item of the order has been returned. No fees are deducted. Refunds are paid as set out in clause 7.

Failure to notify within 5 business days waives the right to claim damage-on-arrival or wrong-item compensation.

3. Defects Discovered in Use (15 Days)

For defects that manifest during normal use within 15 days of delivery:

1. Submit a defect claim within 15 days of delivery, from the order page in your account or at [email protected]
2. Provide: order number, description of the defect, multiple photos, a 15-second video clearly demonstrating the failure, and photos of the original packaging
3. If the claim is approved, you receive a Return Authorisation (RMA) and shipping instructions
4. The customer pays return shipping, customs duties, and taxes upfront
5. On receipt at our Kuwait warehouse, our technical team inspects the item within 5 business days

If the defect is verified:

A refund is issued to the original card — the value of the returned items plus the customer-paid return shipping cost — within 7–10 business days, less the card processing fee of 2.75% of the value of the returned items.

If the item is found undamaged, or the damage is determined to be caused by customer misuse, incorrect installation, or operation outside the manufacturer's specifications:

No refund is issued. The item is returned to the customer at the customer's cost, or held at our warehouse for collection for up to 60 days. Full inspection results and photographs are made available on request.

4. Change of Mind or Ordered in Error (7 Days)

If you no longer need an item, or ordered it in error, you may return it within 7 days of delivery, provided it is unused and in its original packaging:

1. Request the return within 7 days of delivery, from the order page in your account or at [email protected], with the order number and the items and quantities to return
2. You receive a Return Authorisation (RMA) and the return address
3. The customer arranges and pays for the return shipping, including any customs duties and taxes
4. On receipt, we check that the items are unused and in their original packaging

If the items are unused and in their original packaging:

IndSpare refunds the value of the returned items, less a restocking fee of 15% and the card processing fee of 2.75%, both calculated on the value of the returned items. The original shipping charge is not refunded. Refunds are paid as set out in clause 7.

If the items have been used, or are not in their original packaging:

No refund is issued. The items are returned to the customer at the customer's cost, or held at our warehouse for collection for up to 60 days.

5. Manufacturer Warranty (Beyond 15 Days)

For defects that appear after the 15-day defect window, items remain covered under the original manufacturer's warranty for the period stated by that manufacturer — typically 12 to 24 months for the brands we carry, including WIKA, DK-Lok, SKF, Festo, Siemens, BMETERS, ACL, Danfoss, IFM, ASCO, Dwyer, and others.

To file a manufacturer warranty claim:

1. Email [email protected] with order number and defect details. Warranty claims are made by email only; the return request on the order page covers the windows in clauses 2 to 4
2. IndSpare coordinates with the manufacturer on your behalf to process the claim
3. Resolution timelines and remedies (repair, replacement, or refund) are set by the manufacturer and are outside IndSpare's direct control

Manufacturer warranty terms supersede this Return Policy for any claim made beyond the 15-day defect window.

6. Cancellations

• A paid order may be cancelled at any time before the courier collects it, from the order page in your account or at [email protected]
• There is no cancellation charge; only the card processing fee (2.75%) is not refunded, so the refund is the amount paid less 2.75%
• IndSpare-initiated cancellations (out of stock, supplier issue, pricing error) are refunded in full
• Once the courier has collected the order, it can no longer be cancelled; after delivery, clauses 2 to 4 apply
• Custom and non-stock items sold against a quotation cannot be cancelled once the quotation is accepted and the order is confirmed (Terms and Conditions, clause 3)
• Refunds are paid as set out in clause 7

7. Refunds

• Refunds are made to the original card through Tap Payments and take 7–10 business days to reach it
• A card refund cannot exceed the amount charged to the card for the order, less any earlier refunds. Where part of a refund is above that limit (for example, reimbursed return shipping), that part is paid by bank transfer, and we contact you for the account details
• Refunds are made in Kuwaiti Dinars (KWD); the amount credited by your card issuer or bank may differ according to its own exchange rate and fees (Terms and Conditions, clause 4)

8. International Orders (Bahrain, Oman, Qatar, Saudi Arabia, UAE, USA)

The same policy applies to all destinations. International buyers should note:

• Return shipping costs to our Kuwait warehouse can be substantial, particularly from the USA — actual cost depends on the item's weight, dimensions, and carrier
• Where the customer pays the return shipping (clauses 3 and 4), all customs duties and taxes on the return shipment are also the customer's responsibility (recoverable only if a defect is verified under clause 3)
• We strongly recommend verifying items carefully on receipt before opening sealed packaging or installing

9. Return Procedure

Returns are accepted only with a valid RMA. Items returned without a prior RMA will be refused at delivery. The full shipping address will be provided with the RMA. Please write the RMA number on the parcel.

Items must be returned in their original packaging with all accessories, manuals, and documentation. Where IndSpare arranges the collection (clause 2), the courier collects the items from the address you give us. Otherwise we strongly recommend a tracked courier service; IndSpare is not responsible for customer-arranged return shipments lost in transit.

10. Governing Law and Dispute Resolution

This Return, Refund and Warranty Policy is governed by the laws of the State of Kuwait.

Any dispute arising from or related to a purchase from IndSpare that cannot be resolved through good-faith negotiation within 30 days shall be settled by arbitration administered by the Kuwait Commercial Arbitration Center (KCAC) in Kuwait City, in accordance with its rules in force at the time of the dispute. The arbitration shall be conducted in English. The decision of the arbitrator(s) shall be final and binding on both parties.

Need Help?