This policy governs the process for all returns, refunds, and exchanges related to the purchase of automotive parts and services facilitated through the MP Motors & Wellness Ltd. Platform (the "Company").

The Company acts as a facilitator and payment agent through an Escrow Account. The ultimate responsibility for product quality, performance, and warranty remains with the Vendor (the service provider or parts supplier).

Critical Note: All requests for a return, refund, or exchange must be initiated through the formal Dispute Resolution Process as outlined in our Terms and Conditions.

2.1. The 7-Day Dispute Window

To be eligible for a return, refund, or initiation of a quality dispute, the User must formally initiate a dispute through the Platform's Dispute Desk within seven (7) calendar days of the earlier of the following dates:

• For Parts: The date of confirmed delivery or physical receipt of the part.
• For Services/Installation: The date the Vendor formally notifies the Platform of service completion.

2.2. Forfeiture of Rights

Failure to initiate a formal dispute within this strict 7-day deadline shall be deemed as the User's acceptance of the part or service. In such a case, the Company will release the payment from the Escrow Account to the Vendor, and the User will forfeit the right to a return or refund via the Platform.

2.3. Part-Specific Conditions for Return

A part is generally eligible for a return/refund only if it meets one or more of the following criteria:

• Counterfeit: The part is proven to be counterfeit or non-genuine, in violation of the Vendor’s assurance and Platform policy.
• Wrong Specification: The part delivered does not match the specification confirmed in the awarded bid (e.g., incorrect VIN/registration match, wrong model, wrong brand).
• Damaged on Arrival (DOA): The part arrived damaged or defective before installation.
• Non-performance: The part is confirmed to be non-functional (subject to a diagnostic report if applicable).

2.4. Service-Specific Conditions for Refund

A service is generally eligible for a refund only if it meets one or more of the following criteria:

• Incomplete Work: The work or service specified in the awarded bid was not completed.
• Poor Workmanship: The service provided clearly falls below the quality standards advertised by the Vendor or results in demonstrable damage to the vehicle.

3.1. Step 1: Initiation (Within 7 Days)

The User must navigate to the designated Dispute Desk section on the Platform and submit a formal dispute, providing the following:

• The Order/Transaction ID.
• A clear statement detailing the reason for the return/refund request (e.g., "Part is damaged," "Service incomplete").
• Supporting evidence (photographs of the part/work, video evidence, or mechanic’s report).

3.2. Step 2: Escrow Hold

Upon formal dispute initiation, the Company will immediately place a hold on the full amount of the transaction in the Escrow Account until the matter is resolved.

3.3. Step 3: Company Mediation

The Company's Dispute Desk will review the evidence and act as a mediator between the User and the Vendor. Possible outcomes at this stage include:

Outcome	Action
Vendor Agreed Return	The Vendor accepts the return. The User is provided with clear instructions (including who bears the cost of return shipping) and a refund is issued upon confirmed receipt of the part.
Vendor Correction	For service disputes, the Vendor may be required to re-perform the service or correct the fault at their own cost. The Escrow hold remains until the correction is accepted by the User.
Partial Refund	For minor issues, the Company may negotiate a partial refund to the User, with the remainder released to the Vendor.
Dispute Denial	If the claim lacks evidence or violates this policy, the Company will deny the dispute and release the full payment to the Vendor.

3.4. Step 4: Final Resolution (Arbitration)

If mediation fails, either party may escalate the matter to binding Commercial Arbitration in Nairobi, Kenya, as stipulated in the Terms and Conditions. The Company will comply with the Arbitrator's final ruling regarding the release or return of funds from the Escrow Account.

All refunds will be processed by the Company through the Escrow Account.

• Refund Amount: The User will be refunded the full transaction price, less any non-refundable fees (e.g., payment processing charges incurred by the Company, if applicable).
• Commission: If a full refund is issued, the Company will not charge the Service Fee/Commission to the Vendor.
• Timeline: Refunds will be processed within a reasonable timeframe (typically 7-14 business days) following the final resolution by the Dispute Desk or the Arbitrator.

The following situations may be deemed non-returnable or ineligible for a refund:

• Used/Installed Parts (Except for Defects): Once a part has been installed and is non-defective, it is generally considered accepted. The only exception is if the part fails prematurely under the terms of the Vendor’s awarded warranty.
• Diagnostic or Inspection Fees: Fees charged solely for diagnosis or inspection may be non-refundable once the service is rendered.
• Disputes initiated after the 7-day deadline.
• Disputes due to user error (e.g., User ordering the wrong part despite the Vendor delivering the part specified in the bid).