Refund Policy

Last Updated: January 2025

1. General Policy

Atrade FZE ("we," "us," or "our") operates as a wholesale distributor of motorcycle batteries and spare parts. This Refund Policy outlines the terms and conditions under which returns and refunds may be processed for products purchased from our company.

All refund requests are subject to review and approval based on the conditions outlined in this policy. We reserve the right to refuse refunds that do not meet the specified criteria or that violate the terms of sale.

2. Eligibility for Returns

Products may be eligible for return under the following circumstances:

  • Defective products received due to manufacturing defects
  • Products that do not match the ordered specifications
  • Damaged products received due to shipping errors (when shipping was arranged by Atrade FZE)
  • Incorrect products shipped due to our error

Returns must be requested within 14 days of delivery. Products must be in their original, unopened packaging and in resalable condition unless the return is due to a defect or error on our part.

3. Non-Refundable Items

The following items and circumstances are not eligible for refund:

  • Products that have been used, installed, or modified
  • Products returned after the 14-day return period
  • Products damaged due to improper handling, storage, or installation by the customer
  • Custom orders or products manufactured specifically for a customer
  • Products purchased on clearance or special sale terms (unless otherwise specified)
  • Returns initiated due to customer error in ordering

4. Return Process

To initiate a return, customers must:

  1. Contact our customer service team at motocell.trading@gmail.com or +37253269680 within 14 days of delivery
  2. Provide order number, product details, and reason for return
  3. Obtain a Return Authorization (RA) number from our team
  4. Package the product securely in its original packaging
  5. Ship the product to the address provided in the Return Authorization

Returns without a valid RA number will not be accepted. Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

5. Inspection and Processing

Upon receipt of returned products, we will inspect them within 5-7 business days to verify eligibility for refund. Products must be in the condition described in the return request and meet the criteria outlined in this policy.

If the return is approved, we will process the refund using the original payment method within 10-14 business days after approval. Refunds may take additional time to appear in the customer's account depending on their financial institution.

6. Partial Refunds

In cases where only part of an order is returned, or where returned products show signs of use or damage not covered under warranty, we may issue partial refunds. The refund amount will reflect the condition of returned items and any applicable restocking fees.

7. Restocking Fees

For returns that are approved but do not qualify for full refund (e.g., customer-requested returns of non-defective products), a restocking fee of up to 15% may be applied. This fee covers the costs of inspecting, repackaging, and restocking returned items.

8. Warranty Claims

Products covered by manufacturer warranties should be processed through warranty claims rather than returns. We will assist customers in filing warranty claims with manufacturers. Warranty terms vary by product and manufacturer and are separate from this refund policy.

9. Exchange Policy

In cases where products are defective or incorrect, we may offer exchanges for the correct or replacement products. Exchanges are subject to product availability and must be requested within the same 14-day period as returns.

10. Dispute Resolution

If a customer disagrees with a refund decision, they may contact our customer service team to request a review. We are committed to fair resolution of disputes and will work with customers to reach mutually acceptable solutions.

11. Changes to This Policy

Atrade FZE reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. Continued use of our services after changes constitutes acceptance of the modified policy.

12. Contact Information

For questions about this Refund Policy or to initiate a return, please contact:

Atrade FZE
Office 305, The Binary Tower
Business Bay, Dubai, United Arab Emirates
Phone: +37253269680
Email: motocell.trading@gmail.com