TERMS & CONDITIONS

At ORP we make sure that our clients rest assure that returns and other services are made as simple as possible. Our strive in providing the best customer journey along with the vast collection of international award-winning products available on our online platform. If you faced issues with any of your purchases, our goal is making the return or exchange process as easy as possible wherever you are in the world, and this starts with setting the right expectations in having clear and conspicuous Terms & Conditions policy.

We always recommend that you thoroughly read and understand out Terms and Conditions as they are binding on both the Customer and ORP which will help us avoid any misunderstanding in the return and exchange policy. A failure to adhere to these Terms and Conditions may result in the rejection of any refunds, exchanges, repairs, or replacements.

Please note that because of the constant changes, improvements, and developments in our industry, by both government rules for consumer protection, as well as our international brands and finally 3^rd party partners, thus, ORP reserves the right to modify, alter or change these Terms & Conditions at any point in time, without prior notice. We recommend that you periodically check this page for future developments.

RETURNS & EXCHANGES

HOW DOES SHIPPING FEES WORK?

For orders delivered within the G.C.C where the reason for return is based on the customer for the following reasons:

No longer needing or wanting the product,
Purchasing the wrong product where the description is proper, or
Providing any reason which isn’t a result of a ORP error,

The cost of the initial shipping charge and a return fee will be deducted from your refund. A prepaid shipping label(s) will be provided. The flat fee for each item/order being returned will be KD7.500/- for local pick up, whilst for international orders it is recommended to contact your local logistics carrier. A quote from our logistics partner (DHL) can be provided upon request for international orders.

As it concerns products requiring freight, LTL shipping, or international shipping, while returns are accepted, note that the shipping charges will be reduced in an amount based on the estimate from the shipping carrier, which may be substantially higher than the costs outlined above. As such, it may result in the shipping costs exceeding the costs of the product.

Coordination in the return process including shipping will be the sole responsibility of the customer. In the event an error is made by ORP, we will bare the full responsibility in of the return shipping which will be provided by DHL.

Once the product reaches ORP premises and passes the inspection process (up to 21 working days), we will contact you with the full process of refund which will be in favor of the customer.

Note, that depending on the method of refund, the amount could take up to 30 days.

DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

While ORP attempts to make sure that the products purchased will be the correct fit for your vehicle with the right fitments, sometimes due to factors outside of our control, products may be damaged during transit or are defective from the manufacture’s assembly line.

If your product(s) arrive defective, damaged, flawed or simply incorrect, not at the fault of the customer, do not attempt to use, install, modify, or repair the part(s) as it will void the return. Please contact our customer service team, who will assist during the process and will give you the best solution of your issue.

In the event of an exchange or replacement, once you have contacted our customer support team, they will work with you to help facilitate the transaction, ensuring it’s as smooth and hassle free as possible. During this time, photos or video of the damage, defect, or fitment issues will be requested to correctly process your request, access the issue and underlying cause, and determine the solution.

If accepted, we will provide you with the best method to return the defective part(s). Upon return, we will inspect the part(s), which may require additional proof, such as photos, videos, or assessments, and upon confirmation of the defect at no fault of the customer, the exchange or replacement will be processed. In limited instances, return of the product may not be required, and in this event, additional steps may need to be taken as well.

Products must be returned to ORP within 14 days of delivery. If the damage was caused by a shipping courier, we will schedule a damage pick up by the courier. Please note that products must be in the original packaging and there are additional requirements for products that ship freight.

Please be advised that the returns, refunds, or exchanges under this section do not apply to warranty claims. Warranties on products are offered by the manufacturers, and each manufacturers’ timeframes, terms and conditions, and schedules vary. While warranty claims are specific to each manufacturer, ORP will administer all warranty claims so that it may be as seamless as possible for our customers.

In the event that you:

Purchased the incorrect part or size (does not fit your vehicle)
Original invoice details lost and not available
No longer need a product purchased 14 days prior to the invoice date,
Were sent the incorrect product contrary to what was described on the website,
Purchased a product that was delivered in a defective, damaged, or faulty condition,
Are not satisfied with the purchase (did not meet expectations), or
Purchased the wrong product accidentally (Example: added multiple units from the same item, whilst needed only 1)
Did not receive your order

We kindly ask you to contact our customer service representatives who will assist with the best solution on +965 1 886 888, WhatsApp +965 1 886 888 or email us on online@ orp.com.kw. Note that depending on the identified category, special rules and conditions will be treated to solve your issue. These are some general rules which apply to all returns or exchanges:

Product(s) must be in new condition and in the original packaging. In no event will we accept a product return that is in a poor, scratched or used condition.
Any returns related to defects, damage, fitment, or other flaws will require additional inspection. It is the customers responsibility to share proof via video and pictures (international orders) or bring it directly to ORP showroom for inspections of the product. Depending on the product, we may also require that you send the product back to 3^rd party sources for further inspection.
If you bring the product to your own unauthorized mechanic who provides a report, we reserve the right to request verification by having the product shipped back to our source for additional inspection.
Any returns related to incorrect parts, sizes, purchased in error, or parts no longer needed, do not in any way assemble, install, or modify the product.
Any product that was used or fully/partially installed is non-returnable.
In some cases, return of the physical product may not be required. For these products, instructions will be provided on how to process a field destroy or dispose of the original item.
The few exceptions for items that cannot be returned include:
- Items Marked “Non-Returnable” (clearly indicated on the product page before placing your order).
- Products under special sales (Garage sale)
- Custom Built Orders.
- Custom Wheels & Tires Packages. +965 1886888

ORDER CANCELLATIONS

We will assist with cancellation of an order or part(s) that have not been shipped and are not marked as non-cancelable / non-refundable items. Items that have been shipped cannot be canceled or modified. Cancellations can be done by sending an email request, talking to our live agents online, WhatsApp messages or customer care phone line. Your request will be processed as quickly as possible, but please note that sometimes products ship quicker than expected. Please note in case of public holidays, workload demand or during the season, our response could be delayed. Don’t worry we will get in contact with you as soon as we can. Please follow our website contact us page to see our working hours.

BILLING, REFUNDS & CREDITS

Payment for orders will be captured as soon as the order has been successfully placed for future reference. Refunds for returned products are issued as soon as they are received by our warehouse. Refunds will be issued via the best practice method, or the same payment method originally used to place the order (Bank transfer, Myfatoorah refund, payment link, wire transfer etc). Once the refund has been issued a confirmation email will be sent followed by a call or message from our call center agents. Please allow an additional 10 business days for the credit to appear on your account

SHIPPING & DELIVERY

To ensure a fast and safe delivery we use both air and land shipping services with our logistics partners DHL and Porter Express. Available shipping methods may vary for different types of products and shipping destinations. Once shipping is confirmed, it will be set for pickup by the carrier. Usually, this process takes around 2-3 days with some items taking up to 7 working days. after which its delivery can be tracked via tracking number sent to you upon request. There are other products which require more time, generally due to physical location, carrier or warehouse accessibility, and other economic conditions (i.e. delay at the border, pandemic, etc.) Shipping can be tracked via tracking number.

Shipments to G.C.C countries as well as all other international destinations are subject to additional shipping charges which may not be captured until after the order has been placed and is considered released from ORP warehouses. It is the recipient’s responsibility to pay all applicable duties, taxes, & brokerage fees up on arrival.

For quotes and more information on freight shipping. If you would like special shipping arrangements, please contact us via live chat, email, WhatsApp or call us.

DISCLAIMER

In effort to provide our clients with the most up to date and accurate information, ORP is continuously implementing real-time updates to our online e-commerce store and social media platforms in both English and Arabic languages. With such cases the translation might not be in an accurate manner as some dialects effect the proper meaning from English to Arabic. In such cases, we highly recommend that English is considered the first language. More details of the product can be given via our call center agents who are prepared to answer any of your enquires.

Due to the large number of variety and diversity of our products lines, ORP desires to have our clients well informed as per the products description taken from the official brands websites and any other platforms.

Generally, ORP disclaims all loss, and is not responsible for, any additional charges, labor, loss, or damage incurred as they are related to the products purchased from ORP.com.kw unless otherwise permitted under these Terms & Conditions. This disclaimer applies in all events, and to all situations.

In addition to the general disclaimer above, ORP specifically disclaims the following categories of loss:

Additional charges arising from the following:

any labor costs associated with the products installation or usages.
loss of use of vehicle, loss of time traveling back and forth to garages, shops, etc.
a locality restricting a product at a later point in time after purchase.
ancillary costs associated with shipping and storage of the products (this includes damages associated with delayed deliveries).

While we work to avoid any errors, omissions or any misstatements that may appear on the ORP website, we do reserve the right to cancel any undelivered orders based on inaccurate information.

Please do keep in mind that this disclaimer applies to all products offered on the website, and in the event of any conflicting terms contained on specific pages of the website, the terms contained in this Terms & Conditions, and disclaimer, shall control.

In addition to the general disclaimer above, ORP specifically disclaims the following categories of loss:

Additional charges arising from the following:

any labor costs associated with the products installation or usages.
loss of use of vehicle, loss of time traveling back and forth to garages, shops, etc.
a locality restricting a product at a later point in time after purchase.
ancillary costs associated with shipping and storage of the products (this includes damages associated with delayed deliveries).

While we work to avoid any errors, omissions or any misstatements that may appear on the ORP website, we do reserve the right to cancel any undelivered orders based on inaccurate information.

BRIEF SUMMARY OF RETURN POLICY

Parts exchange/return within 14 days from the date of the invoice.
Parts cannot be exchanged/returned without the original invoice.
ORP warranty policies reflect the warranty given by the supplier, customer must review the manufacturer warranty and must know the policy for each individual product during purchase.
Parts cannot be returned or exchanged after installed and used on the vehicle.
Discounts and warranties are given to those present with their Kuwaiti civil ID’s.
In case of special orders, a 50% down payment is a must, and the amount is not subject to return.
Warranty can be applied only if fitted in ORP workshop or workshops certified by ORP.
Any damage or misuse of parts will not be accepted for return/exchange or warranty.
Warranty covers the first owner only, and it covers each part once only.
Electric work is not under warranty. warranty is void in case of knowing any defects in the vehicle.
Alignment & Balancing warranty valid for 3 days only.
Parts fixed at ORP workshop and Authorized partners will only be covered under warranty.
Parts must be checked and returned in new conditions with all its accessories.