Refund & Return Policy

This policy applies to all purchases made directly from Auto Spare Hub (ASH.LK) through the website ash.lk. Auto Spare Hub is the sole merchant in every sale. There are no third-party seller transactions, and all refunds, where approved, are issued by Auto Spare Hub alone.

Automotive spare parts are technical goods that are sensitive to handling, fitment, storage, and electrical exposure once they leave our possession. For this reason, all sales are final and Auto Spare Hub is not obliged to accept any return, exchange, or refund except in the strictly limited circumstances expressly set out in this policy.

Change of mind, late delivery within reasonable variance, partial dissatisfaction, vehicle downtime, third-party workshop opinions, and incorrect vehicle information selected by the customer at checkout are not, by themselves, grounds for a return or refund.

A customer may request cancellation of an order only before the order has been packed for dispatch. Once an order has been packed, handed to a courier, or otherwise marked "ready for delivery" in our system, it can no longer be cancelled.

Where a pre-dispatch cancellation is accepted by us in writing, the captured amount will be refunded to the original payment instrument, less any payment-gateway charges, bank charges, and currency conversion costs that are not refundable to Auto Spare Hub.

Subject to the conditions in section 5, a return request will be considered only on the following grounds:

• the item received is materially different from the item described on the order (wrong item dispatched by us);
• the item is sealed and arrived with visible transit damage reported within 24 hours of delivery with clear photographic evidence of the courier packaging and the item; or
• the item carries an express manufacturer or supplier warranty and has failed within the warranty period for a defect that is covered by that warranty.

Any return outside these grounds will be rejected. Where a return is accepted, Auto Spare Hub retains the right, at its sole option, to issue a replacement, repair, store credit, or refund of equivalent value.

To qualify for consideration under section 4, all of the following must be satisfied:

• the request is submitted in writing to [email protected] within 3 calendar days of delivery, quoting the order number;
• the item is unused, uninstalled, unaltered, free of grease, oil, paint, or fitting marks, and complete with all original packaging, seals, tags, manuals, accessories, and protective covers;
• clear photographs of the item, the packaging, and the courier label are submitted with the request; and
• no attempt has been made to fit, modify, dismantle, repair, or test the item beyond a non-invasive visual inspection.

Auto Spare Hub reserves the absolute right to inspect any returned item and to reject the return where any of the above conditions is not met, where signs of fitment or tampering are present, or where the security seals are broken.

The following items are non-returnable and non-refundable in all circumstances, except where mandatory consumer protection law in Sri Lanka requires otherwise:

• any item sold without an express written warranty;
• electrical and electronic parts (ECUs, sensors, actuators, switches, relays, ignition coils, alternators, starters, lighting, audio) once the anti-static or factory seal has been broken;
• installed, fitted, dismantled, tested under load, modified, painted, machined, or altered items;
• special-order, pre-order, custom-order, used, refurbished, or supplier-procured-on-request items;
• lubricants, fluids, chemicals, paints, adhesives, sealants, refrigerants, and any opened consumable;
• batteries, filters, gaskets, hoses, belts, brake pads, brake discs, and other wear-and-tear consumables;
• items damaged due to incorrect installation, incorrect application, negligence, accident, road conditions, voltage faults, contamination, or normal wear and tear; and
• items reported outside the timeframes specified in this policy.

The customer is solely responsible for confirming part numbers, vehicle make, model, year, chassis code, engine code, and any other fitment information before placing an order. If a part does not fit a vehicle because the customer selected the wrong vehicle information, the item is not eligible for return or refund.

As a goodwill measure only, where the customer believes that the part supplied does not match the vehicle, the customer may contact [email protected] within 3 calendar days of delivery. Auto Spare Hub will, at its sole discretion, coordinate with the original supplier on the customer's behalf to identify a suitable resolution. This goodwill coordination does not create any legal obligation on Auto Spare Hub to refund, replace, or exchange the item, and is provided solely as a customer-service gesture.

Where an item is expressly sold with a manufacturer or supplier warranty, warranty claims are handled strictly in accordance with the warranty terms applicable to that item. The customer must produce the original invoice, the unaltered item, and any warranty card or seal. Any tampering, unauthorized opening, attempted repair, or fitment by an unqualified party voids the warranty in full.

Where a return is accepted under this policy, the customer is responsible for arranging courier return of the item to Auto Spare Hub, and the customer is responsible for paying all courier and reverse-logistics charges, except where the return is solely due to our error (wrong item dispatched or item materially damaged in transit by our packaging).

The customer bears the risk of loss or damage to the item while in return transit until it is received and signed for at our premises. Auto Spare Hub is not liable for any item lost, damaged, or delayed during return shipping.

Original delivery charges paid by the customer are non-refundable in all cases except where the return is solely due to our error.

Where a refund is approved by Auto Spare Hub in writing, the refund will be processed within 7 business days after refund approval to the original payment instrument used at checkout. Your bank, card issuer, or payment provider may take 5 to 10 additional business days depending on the bank or card issuer to post the refund to your account.

Approved refunds may be reduced by any of the following, where applicable: payment-gateway fees and bank charges that are not refundable to us, the original delivery charge, return courier charges, restocking charges of up to twenty percent (20%) of the item price for customer-initiated returns approved as a goodwill exception, the cost of any missing packaging or accessory, and the cost of restoring the item to resaleable condition.

Refunds are not paid in cash and are not issued to any account, card, or wallet other than the one originally used to make the payment.

If a customer is unreachable at the contact number provided, refuses delivery without lawful cause, or fails to collect the order from a designated pickup point within the time allowed by the courier, the order may be treated as a customer-cancelled return and any refund will be subject to deductions under section 10. Re-delivery, if available, will be at the customer's cost.

All return, warranty, and refund requests must be submitted in writing to [email protected] with the following:

• order number;
• registered customer name and contact number;
• clear statement of the ground relied on under section 4;
• clear photographs of the item, the original packaging, and the courier label; and
• for warranty claims, a copy of the warranty card or seal and the original invoice.

Requests that are incomplete, made by anyone other than the registered customer, or submitted outside the timeframes set in this policy will not be considered.

The decision of Auto Spare Hub in respect of any return, replacement, repair, store credit, or refund request shall be final and binding, subject only to the customer's non-excludable rights under the laws of Sri Lanka. Nothing in this policy is intended to exclude any right that cannot be lawfully excluded.

For refund, return, or warranty enquiries, contact Auto Spare Hub at [email protected], +94 76 553 5322, or visit our Contact Us page. Support hours: Monday to Saturday, 9:00 AM to 6:00 PM.