Last updated: May 17, 2025
1. Return Window
You may return eligible parts within 30 days of the delivery date. Parts must be un-installed and in their original, undamaged packaging. Returns initiated after 30 days will only be accepted at our discretion.
2. How to Start a Return
- Email evcrate@globaltradehubltd.com with your order number, photos of the part and its packaging, and the reason for return.
- We will review your request and issue a Return Merchandise Authorisation (RMA) number within 3 business days.
- Ship the part to the return hub indicated in your RMA instructions (EU returns: Latvia; CIS returns: St. Petersburg partner hub; NA returns: NJ hub). Mark the outside of the package with the RMA number.
- Retain your shipping receipt — we cannot process refunds for returns lost in transit.
3. Return Shipping Costs
The customer is responsible for return shipping costs unless the part is demonstrably defective upon arrival or we shipped the wrong item. In those cases, we will issue a prepaid return label or reimburse reasonable return postage upon receipt.
4. Refund Timeline
Once the returned part is received and inspected, we will issue a refund to your original payment method within 14 business days. You will receive an email confirmation when the refund is processed. Bank transfer times may vary by financial institution.
5. Non-Returnable Items
The following categories are strictly non-returnable:
- Parts that have been installed or show any evidence of attempted installation — once fitted to a vehicle, the part cannot be returned.
- High-voltage components (battery modules, BMS units, inverters, motor controllers, high-voltage cables, on-board chargers (OBC), DC-DC converters) once opened or installed — for safety, electrical integrity, and dangerous-goods handling reasons.
- Custom-cut hoses, made-to-order wiring harnesses, and bespoke fabricated items — these are manufactured specifically for your order.
- Consumables (brake fluids, coolants, lubricants, cabin/air filters) once the original seal is broken or the packaging is opened.
- Electronic control units (ECUs), software modules, and any part that has been paired or programmed to a specific vehicle — pairing/programming is irreversible.
6. Defective or Damaged Parts
If a part arrives damaged in transit or is found to be defective upon first use, please contact us within 7 days of delivery with photos and/or a diagnostic report. Defective parts will be replaced or refunded at our discretion within the warranty period — see our Warranty Policy.
7. Restocking Fee
For returns of eligible parts with a combined order value exceeding €500, a restocking fee of 15% of the returned item value will be deducted from your refund. This fee reflects the cost of inspection, re-packaging, and inventory re-processing. The restocking fee does not apply to returns of defective or incorrectly shipped parts.
8. International Return Hubs
- EU returns: Latvia (address provided in RMA).
- CIS/Russia returns: St. Petersburg partner hub (address provided in RMA).
- North America returns: New Jersey hub (address provided in RMA).
- For other regions, returns may be directed to our Hong Kong or China facility — details in your RMA email.
9. Statutory Rights
Nothing in this Returns Policy affects your statutory rights as a consumer under applicable law (EU Consumer Rights Directive, UK Consumer Rights Act 2015, Australian Consumer Law, etc.). Where statutory rights provide greater protection than this policy, those rights prevail.
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