Return, Refund & Warranty Policy

1. What is Eligible

Returns and refund claims are accepted only when the item is genuinely damaged, defective, or incorrect.

The following are NEVER eligible for return:

• Change of mind, "no longer needed", or items ordered by mistake
• Items damaged due to incorrect installation, over-pressurisation, over-temperature operation, or other misuse
• Custom, made-to-order, specially-sourced, or non-stock items
• Items where the manufacturer seal is broken without evidence of pre-existing damage
• 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 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 and pays for return shipping, and provides either a replacement or a full refund

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 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 full refund is issued to the original payment method — including the customer-paid return shipping cost — within 7–10 business days, less any non-refundable payment processing fees (typically 2.75% on card-paid orders).

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. 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
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.

5. Cancellations

• Orders may be cancelled at no cost any time before the order is picked up by the courier
• Customer-initiated cancellations after card payment incur a non-refundable payment processing fee (typically 2.75%) deducted from the refund
• IndSpare-initiated cancellations (out of stock, supplier issue, pricing error) are refunded in full

6. 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
• All customs duties and taxes on the return shipment are the customer's responsibility (recoverable only if the defect is verified)
• We strongly recommend verifying items carefully on receipt before opening sealed packaging or installing

7. 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.

Items must be returned in their original packaging with all accessories, manuals, and documentation. We strongly recommend a tracked courier service. IndSpare is not responsible for return shipments lost in transit.

8. 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.

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