Refund & Returns Policy
Refund & Returns Policy
Effective Date: June 2026
1. Overview
At M.A.O & Co., we are committed to supplying genuine and aftermarket automotive parts of the highest quality. However, we understand that issues can occasionally arise. This Refund & Returns Policy outlines the conditions, process, and timeframes under which refunds and returns will be considered for orders processed through our Auto Parts Division.
Due to the nature of our enquiry-based model and the sourcing process involved in fulfilling automotive parts orders, our refund and returns policy is strictly governed. We strongly encourage all clients to verify part compatibility and order details carefully before confirming an enquiry.
2. General Conditions for Returns
A return request will only be considered under the following circumstances:
- The part received is fundamentally different from what was confirmed in the order
- The part arrives in a damaged or defective condition due to a fault in supply or transit
- The part has a verified manufacturing defect identified upon first inspection
Returns will not be accepted under the following circumstances:
- The client ordered an incorrect part due to inaccurate vehicle information provided at the time of enquiry
- The part has been installed, used, or modified in any way
- The return request is submitted outside the eligible timeframe
- The part shows signs of damage caused by improper handling, installation, or use by the client
- The client simply changed their mind after order confirmation
3. Return Timeframe
All return requests must be submitted within 48 hours of the confirmed delivery date. Requests submitted outside of this window will not be accepted under any circumstances.
4. How to Submit a Return Request
To initiate a return, the client must contact M.A.O & Co. within the eligible timeframe through one of the following channels:
WhatsApp: +233 024 092 6161 / +228 97 83 01 01 
Email: maoshowroom70@gmail.com
The return request must include:
- Full name and contact details
- Original enquiry or order reference
- A clear description of the issue
- Photographic or video evidence of the defect, damage, or incorrect part
- Confirmation that the part has not been installed or used
Incomplete submissions will not be processed until all required information is provided.
5. Return Assessment
Once a return request is received, our team will review the submission within 3 business days and communicate one of the following outcomes:
- Return Approved — return instructions and next steps will be provided
- Return Declined — a clear reason will be provided explaining why the request does not meet the eligible conditions
- Further Information Required — additional evidence or clarification may be requested before a decision is made
M.A.O & Co. reserves the right to make the final determination on all return requests.
6. Return Shipping
If a return is approved, the client will be responsible for safely packaging and returning the part to M.A.O & Co. unless otherwise agreed. Return shipping instructions will be provided at the time of approval.
Where the fault is confirmed to be on the part of M.A.O & Co. such as an incorrect part dispatched or a verified supply defect reasonable return shipping costs will be covered or reimbursed by M.A.O & Co.
7. Refunds
Upon receipt and inspection of the returned part, M.A.O & Co. will process one of the following resolutions:
- Replacement — a correct or defect-free replacement part will be dispatched at no additional cost
- Refund — a full or partial refund will be issued depending on the nature of the claim
Refunds will be processed through the same payment channel used at the time of the original transaction and will be completed within 7 business days of return approval.
M.A.O & Co. does not offer refunds for change of mind, incorrect orders resulting from client error, or parts that have been installed or used.
8. Engineering & Infrastructure Services
This Refund & Returns Policy applies exclusively to the Auto Parts Division. All engineering, infrastructure, and energy service engagements are governed by separate project agreements and contractual terms negotiated directly between M.A.O & Co. and the client prior to project commencement. Disputes arising from service engagements are handled on a case-by-case basis through direct client communication.
9. Dispute Resolution
If a client is dissatisfied with the outcome of a return or refund request, they may escalate the matter by contacting M.A.O & Co. directly. We are committed to resolving all disputes professionally, fairly, and in good faith. M.A.O & Co. will always endeavour to reach a resolution that is reasonable and mutually acceptable.
10. Changes to This Policy
M.A.O & Co. reserves the right to update or modify this Refund & Returns Policy at any time. Changes will be reflected on this page with an updated effective date. It is the client’s responsibility to review this policy prior to submitting an enquiry or confirming an order.
11. Contact Us
For any questions or concerns regarding this policy or to initiate a return, please contact us:
M.A.O & Co. — Auto Parts Division 
65 Rue Manila, Nukafu, Lomé, Togo 
+228 70 39 49 39 WhatsApp: +233 024 092 6161 / +228 97 83 01 01 maoshowroom@gmail.com