Return and Refund Policy

Cancellations

• Free cancellation: You can request to cancel an order for free at any time before the order is processed for shipment. However, cancellation requests are only guaranteed if made within the first 10 minutes after purchase. Sellers have three (3) business days to accept or reject a cancellation request. ShopEarl reserves the right to automatically accept pending cancellations that exceed these processing windows.
• Seller cancellations: Sellers can cancel an order before shipping if the part is out of stock, found to be damaged or defective, listed incorrectly, or, in rare cases, where shipping is cost-prohibitive. You will receive a full refund in the event of a seller cancellation.
• After shipment: If the seller has already processed the shipment before your cancellation request is reviewed, the seller will decline the cancellation. In this case, you will need to open a return once you receive the item (see Returns below).

Returns

• Free returns: Returns are free, but you may be responsible for return shipping costs (see Return Shipping Responsibility below).
• 30-day return window: You have 30 days after receiving the part to initiate a return. After 30 days, returns are not guaranteed.
• Condition of the returned part: Returns are only accepted for parts that are in the same condition as received. Any part that shows evidence of being used, installed, or otherwise altered will be declined. Such parts cannot be returned or refunded unless agreed upon with the seller.
• Restricted parts: Certain parts—namely, airbags and seat belts—are subject to a Restricted Parts Policy and cannot be returned. These are clearly marked on the listing page. Please consult the full Restricted Parts Policy for more information.
• Required documentation: Sellers have the right to request photos or other documentation as a mandatory step for a return to be considered. If the required documentation is not provided, the seller has the right to reject the return request.

Return shipping responsibility

• Buyer responsibility (standard return): For standard returns — if you change your mind, no longer need the part, or ordered the wrong part — you are responsible for the return shipping cost. We recommend keeping all original packing materials in case a return is needed.
• Seller responsibility (fault-based return): The seller will cover the return shipping cost (a free return for you) only if:
  • The part arrived damaged
  • The part was significantly and materially different from what was advertised
• VIN-validated fitment (seller responsibility): The seller will also cover the return shipping cost if:
  • You provided a valid VIN at checkout
  • The seller did not cancel the order (thereby confirming the part should fit)
  • The part received does not fit the vehicle identified by the provided VIN
• Note on part-specific options: The VIN validation applies to fitment only. It is your responsibility to select the correct part options (for example, choosing a Xenon-bulb headlight instead of an LED-bulb headlight). A part that fits but has the wrong option is not covered under the VIN guarantee and would fall under the standard return policy.
• For both standard and fault-based returns, sellers must review and respond to return requests within 3 business days. After 3 business days, the return may be automatically accepted.

Refund processing and inspection

Refunds are processed only after the seller receives the returned part and inspects it to ensure it meets the return criteria (not used, installed, or altered).

• Seller inspection window: Sellers have three (3) business days from receiving a returned part to inspect the item and issue the refund. If the part requires additional testing — such as an engine assembly or a control module — sellers have ten (10) business days from receiving the returned part to inspect the item and issue the refund. ShopEarl reserves the right to automatically process outstanding refunds that exceed these inspection windows.
• Refund deductions: If the return does not meet the criteria for seller-paid shipping, the seller has the right to deduct the cost of the return shipping from the refund amount. Sellers may also give partial refunds for returned items that are not returned in the same condition as when they were sold, for returns that are outside of the 30-day return period, or for any other return that does not meet the criteria established by this policy.
• Wrong address / returned to sender: If an order is returned to the seller because the shipping address was entered incorrectly, it is handled as a standard (Buyer Remorse) return: the return shipping cost is deducted from the refund, and no restocking fee applies.

Timing of your refund

Once the seller issues the refund:

1. The money is instantly sent back to your original payment method.
2. It may take up to 10 calendar days for the refund to appear on your bank or credit card statement. This delay is due to your bank's or payment provider's processing timelines.

Escalation and mediation

Most issues can be resolved quickly through direct communication. If you and the seller cannot agree on a resolution, the matter should be escalated to ShopEarl for mediation prior to initiating a dispute with your credit card company. Our internal mediation process is designed to be faster and more efficient than bank-level disputes.

To initiate a formal review:

1. Request assistance directly within the existing message thread (recommended), or
2. Email our support team at help@shopearl.com with the subject line "Dispute for {Order Number}." The order number can be found in your order confirmation email and follows this format: R515220012 (R followed by 9 digits).

ShopEarl Support will review the dispute and respond within three (3) business days. Final resolutions can take up to ten (10) business days.

ShopEarl will review all communications and order details to provide a final, binding mediation decision. If you fail to follow the escalation process, you risk losing your credit card dispute and receiving no refund.