Return & Refund Policy
1. Requirements for Returns
At RGS Parts, customer satisfaction is one of our highest priorities. If you need to return a product or submit a complaint, our team will be happy to assist you in finding a fair, transparent, and efficient solution.
This Return & Refund Policy explains the conditions and procedures for returns, complaints, and refunds.
As many of our spare parts are sourced specifically for each customer only after an individual quotation has been accepted, not every order is automatically eligible for return or refund.
Every return request is reviewed individually by RGS Parts. Returns can only be processed if the conditions outlined in this Return & Refund Policy have been met.
Please contact RGS Parts before returning any product. Returns may only be sent after receiving written approval from RGS Parts together with the corresponding return instructions and return address.
Returns sent without prior authorization cannot be accepted.
Unpaid shipments or cash-on-delivery (COD) deliveries will not be accepted.
Returned products must be securely packaged, complete, undamaged, and, whenever possible, returned in their original packaging.
The customer is responsible for ensuring that returned goods are adequately protected during transport. Any damage resulting from insufficient packaging may be taken into consideration during the assessment of the return or complaint.
Nothing in this policy limits or affects the customer's statutory rights in cases involving defective products or incorrect deliveries.
2. Products with Restricted Return Eligibility
To ensure the quality of our products and maintain a fair and transparent business process, certain spare parts are eligible for returns only under limited conditions. These restrictions apply only to the extent permitted by applicable law.
The following products are generally excluded from voluntary returns:
- Spare parts manufactured, modified, or customized according to the customer's individual specifications.
- Products specifically configured or personalized for a particular vehicle and therefore unsuitable for resale.
- Spare parts that have been installed, used, modified, or damaged after delivery.
- Products returned without their original packaging or in a condition that prevents resale.
- Electrical or electronic components that have been installed, connected, or tested, unless a confirmed manufacturing defect or an incorrect delivery can be demonstrated.
The procurement of a standard commercially available spare part after an order has been placed does not, by itself, limit or exclude any statutory consumer rights provided under applicable law.
3. Spare Parts Ordered Incorrectly Due to Faulty Customer Information
Every quotation prepared by RGS Parts is based on the vehicle information and supporting details provided by the customer. To ensure the correct identification of the required spare part, it is essential that all information is complete and accurate.
For the most reliable identification of the correct spare part, we strongly recommend providing the following information whenever available:
- Vehicle Identification Number (VIN)
- OEM Part Number
- Vehicle Manufacturer
- Vehicle Model
- Year of Manufacture
- Engine Type or Engine Code
- Vehicle Equipment or Trim Level
- Photos of the existing spare part, if available
If a spare part is sourced based on incorrect, incomplete, or conflicting vehicle information and is later found to be incompatible with the vehicle, additional costs may arise. Unless otherwise required by applicable law, these costs are the responsibility of the customer.
Such costs may include, but are not limited to:
- Price differences between replacement parts
- Return shipping costs from Brazil to Germany
- Shipping costs for the replacement spare part
- Supplier processing or restocking fees, where applicable
- Customs duties
- Import taxes
- Governmental charges or administrative fees
- Any other costs directly related to the replacement process
Returns in these circumstances may only be made after prior written approval from RGS Parts.
To minimize the risk of incorrect orders and unnecessary costs, we strongly recommend providing the most complete and accurate vehicle information possible when submitting your quote request.
For further information about our ordering process, please refer to our Shipping Policy.
4. Incorrectly Delivered or Defective Spare Parts by RGS Parts
At RGS Parts, we are committed to delivering exactly the spare parts specified in your confirmed quotation and ensuring that every product meets our quality standards before shipment.
If you believe that you have received an incorrect, damaged, or defective spare part, please contact us immediately before installing, modifying, or returning the product.
To enable us to investigate your claim efficiently, please provide as much relevant information as possible, including:
- Your quotation or order number
- A detailed description of the issue
- Clear photographs of the delivered spare part
- Photographs showing the part number or product label
- Photographs of the packaging
- Photographs of the shipping label
- The Vehicle Identification Number (VIN), where applicable
Depending on the circumstances, RGS Parts may request additional information or supporting documentation to assess your claim accurately.
The spare part must not be installed, modified, or used until the review process has been completed.
Return for Inspection
If a return is required for inspection, it must be arranged with RGS Parts in advance.
Once the return has been approved, we will provide you with the appropriate return instructions and the return address.
Unless otherwise agreed, the customer is initially responsible for the shipping costs of returning the product from Brazil to Germany.
Returned goods must be securely packaged and shipped using a trackable shipping service.
Please keep the shipping receipt until your claim has been fully resolved.
After receiving the returned product, RGS Parts will carefully inspect the spare part and review the reported issue.
Confirmed Claim
If our inspection confirms that the delivered spare part was incorrect or defective due to an error on the part of RGS Parts, we will take full responsibility for resolving the matter promptly and fairly.
Depending on the individual circumstances, we may offer one or more of the following solutions:
- Delivery of the correct spare part
- Replacement of the delivered spare part
- Delivery of an equivalent replacement product with your prior approval
- A full or partial refund, where appropriate
If the claim is confirmed, RGS Parts will also reimburse the reasonable return shipping costs from Brazil to Germany, provided that the return was previously approved and coordinated with us.
RGS Parts reserves the right to determine the most appropriate and economically reasonable shipping method for the return shipment.
Unconfirmed Claim
If our inspection determines that the delivered spare part corresponds to the confirmed quotation, or that the reported issue resulted from incorrect or incomplete vehicle information, improper installation, misuse, unauthorized modifications, or damage occurring after delivery, RGS Parts will not reimburse the return shipping costs.
Our objective is to handle every claim fairly, transparently, and as efficiently as possible while working together with our customers to achieve the best possible solution.
5. Refunds
Refunds are processed only after the returned product has been received by RGS Parts and a full inspection has been completed.
A refund can only be issued if the return has been approved in advance by RGS Parts and all information required to process the return or complaint has been provided.
Once the inspection has been completed, we will inform you of the outcome of our assessment and explain the next steps.
If a refund is approved, it will, whenever possible, be issued using the same payment method that was used for the original purchase.
RGS Parts currently accepts the following payment methods:
- Credit Card
- Bank Transfer
Once a refund has been approved, we will process it as quickly as reasonably possible.
The time required for the refunded amount to appear in your account depends on your payment provider or financial institution and is outside the control of RGS Parts.
If it is not possible to issue the refund through the original payment method, we will work with you to agree on a suitable alternative.
Customs duties, import taxes, VAT, or other governmental charges paid in the destination country can only be refunded by RGS Parts where we are legally required to do so or where such charges were originally collected directly by RGS Parts.
6. Damaged, Incomplete, or Lost Shipments
Please inspect your shipment carefully as soon as it is delivered.
If your package or its contents appear to be damaged, incomplete, or if any items are missing, please contact RGS Parts as soon as possible. Prompt notification enables us to investigate the issue with the shipping carrier and work towards the fastest possible resolution.
To help us process your claim efficiently, please provide, where possible:
- Clear photographs of the outer packaging
- Photographs of the shipping label
- Photographs of the delivered spare part(s)
- Photographs showing any visible damage
- Photographs of the complete contents of the package
Where possible, visible transport damage or missing items should be reported within 48 hours after delivery. Reporting the issue after this period does not automatically affect your statutory rights but may make the investigation with the shipping carrier more difficult.
Please keep the packaging, cushioning materials, and all shipping documents until the investigation has been completed.
Shipping Terms (DAP & DDP)
Depending on the agreement confirmed in your quotation, RGS Parts ships orders using one of the following Incoterms:
DAP (Delivered At Place)
Under DAP, the customer is responsible for all import-related charges in the destination country, including customs duties, import VAT, customs clearance fees, and any additional governmental charges.
DDP (Delivered Duty Paid)
If DDP has been explicitly agreed in writing and confirmed in your quotation, RGS Parts will arrange and cover the agreed import duties and taxes specified for the shipment.
The agreed shipping term (DAP or DDP) is stated in your individual quotation and applies only to the original shipment. Any costs arising from returns, exchanges, or re-shipments will be handled individually based on the reason for the return and the agreed shipping conditions.
Lost Shipments
If a shipment is confirmed as lost during transport, RGS Parts will immediately initiate an investigation with the shipping carrier.
Once the investigation has been completed, we will inform you of the outcome and discuss the appropriate solution with you, which may include a replacement shipment or a refund, depending on the circumstances.
7. Need Support?
If you have any questions regarding your order, returns, complaints, or refunds, our team is always happy to assist you.
We are committed to providing fast, transparent, and reliable customer support throughout every stage of your order.
Contact Information
Email
info@rgsparts.de
WhatsApp
+49 155 65658492
Business Hours
Monday – Friday
09:00 – 18:00 (CET)
Please do not return any products before receiving written authorization from RGS Parts together with the corresponding return instructions and return address.
Important Notice
RGS Parts regularly reviews and updates this Return & Refund Policy to reflect changes in applicable laws, business operations, shipping procedures, and the continuous improvement of our services.
Unless otherwise required by applicable law, the version of this Return & Refund Policy in effect at the time your order is placed shall apply to your purchase.
Nothing in this policy limits or excludes any mandatory consumer rights that cannot be waived under applicable law.
Last Updated: August 2026
