Shipping policy
Thank you for shopping with us on Shopify. The following constitutes our Shipping Policy.
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## Domestic Shipping Policy
**Processing Time**
All orders are processed within 3 business days. Orders are typically shipped from Japan to the United Arab Emirates (UAE). Once the shipment arrives in the UAE, customers will be notified for pick-up within one week.
If order volumes are high, delivery in the UAE may be delayed by an additional 1 2 days. Please note that extra days may be required for delivery. If a significant delay occurs, we will notify you by email or phone.
**Shipping Fees and Estimated Delivery Times**
Shipping fees are included in the product price. Delays may occasionally occur.
**Shipping Confirmation**
Shipment from Japan to the UAE may take approximately two months.
**Customs Duties and Taxes**
Kaiho Middle East is not responsible for any customs duties or import taxes applied to your order. All fees imposed during or after shipping (tariffs, taxes, etc.) are the responsibility of the customer.
**Damaged Goods**
If you receive a damaged product, please contact our KME representative. Refunds, returns, and claims will follow our Claims Policy.
Please retain all packaging materials and the damaged item before filing a claim.
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## International Shipping Policy
We also offer shipping outside of the UAE.
Once your order arrives in the UAE, it will be forwarded internationally.
Shipping costs from Japan to the UAE are included in the product price. However, additional fees will apply for shipping from the UAE to other countries. Please contact us for details we will do our best to accommodate your request.
For international shipments, customers are responsible for all customs duties and import taxes applied during or after shipping.
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## Payment on Delivery (COD)
Cash on delivery (COD) service is not available.
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## In-Store Pickup (Click & Collect)
If you wish to pick up your order in person, please complete the order process as usual and then contact us.
We can arrange pickup at **Sharjah Industrial Area 3**.
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## Returns and Refunds
1. **Return and Claim Period**
* All sales are final and non-refundable.
* Claims are accepted only if reported within the following period after delivery:
* Body parts: within 2 days of delivery
* Functional parts (engine, transmission): within 3 business days of receipt
Claims submitted after these periods will not be eligible for return, refund, or exchange.
2. **Eligible Cases for Returns/Refunds/Exchanges**
* Incorrect item delivered due to our error (e.g., wrong part number, left vs. right mismatch)
* Obvious damage not disclosed at the time of shipment
* Product malfunction (functional parts only), such as:
* Engine or transmission does not operate or makes abnormal noises
* Side mirror does not function
* Car window does not move
* Undisclosed cracks in the part
* Significant difference from pre-shared product photos
* Pre-approved returns under specific conditions agreed with our staff
3. **Non-Eligible Cases**
* Issues after installation or use (e.g., damage during installation, incorrect installation, modification, disassembly)
* Normal wear and tear (e.g., aging, dirt, small scratches, rust)
* Pre-disclosed damage or missing parts
* Customer-related reasons (e.g., incorrect ordering, product not matching expectations)
* Damage occurring after shipment (including shipping-related damages)
* Partial returns or exchanges of purchased parts
* Examples:
1. “I thought it was the same part, but the shape was different.”
2. “I purchased an engine for an automatic car, but my car is manual.”
3. “I bought a nose cut, but only the radiator mount does not fit I want to exchange only the radiator.”
4. “I bought an engine, disassembled and installed it, but it does not work properly.”
4. **Claim Procedure**
* Please contact us with a detailed explanation and attach photos or videos.
* Do not attempt to disassemble or repair the part before receiving instructions from our staff.
* We will evaluate the situation and determine if the claim is eligible.
* If approved, we will arrange a replacement or further action accordingly.