Return & Refund Policy

At Frantzis MotorServices Limited, customer satisfaction is important to us. We strive to ensure that every product supplied meets the highest standards of quality and authenticity.

This Return & Refund Policy explains your rights and our procedures regarding returns, exchanges, cancellations and refunds for purchases made through www.frantzismotorservices.com.

This Policy complies with the applicable legislation of the Republic of Cyprus and the European Union, including consumer protection and distance selling regulations.

Nothing in this Policy affects your statutory rights.

2. Scope

This Policy applies only to purchases made through our online store.

Separate conditions may apply to products purchased directly at our workshop or through special commercial agreements.

3. Right to Cancel (14-Day Withdrawal)

If you are purchasing as a consumer, you have the right to cancel your purchase within 14 calendar days from the day you receive your order, without giving any reason.

To exercise your right of withdrawal, you must notify us before the 14-day period expires by email or in writing.

You may use our Return Request Form (where available) or contact us directly.

4. Conditions for Returns

Returned products must:

• be unused;
• not have been installed;
• be complete with all original accessories;
• be returned in their original manufacturer’s packaging;
• include all manuals, labels and documentation;
• be adequately protected during transport.

Products returned damaged due to inadequate packaging may not qualify for a full refund.

5. Vehicle Compatibility

Many Mercedes-Benz parts are vehicle-specific.

Customers are strongly encouraged to provide their Vehicle Identification Number (VIN) before ordering.

Where a customer chooses not to provide a VIN, Frantzis MotorServices cannot be responsible for incompatibility resulting from incorrect vehicle information supplied by the customer.

If we verify compatibility using the VIN supplied and provide an incorrect compatible part, we will replace the product or provide an appropriate refund in accordance with applicable law.

6. Incorrectly Ordered Parts

If the customer orders an incorrect product due to:

• incorrect part number;
• incorrect vehicle model;
• incorrect engine specification;
• incorrect production year;
• incorrect information provided by the customer;

the product may be returned only if:

• it satisfies the return conditions;
• it is not a non-returnable item listed in this Policy;
• it has not been installed or used.

Return shipping costs in such cases are the responsibility of the customer.

7. Products That Cannot Normally Be Returned

Subject to applicable consumer protection legislation, we may decline returns of:

• specially ordered Mercedes-Benz parts;
• non-stock items ordered specifically for a customer;
• products specially imported on customer request;
• customised products;
• products manufactured to customer specifications;
• opened or used lubricants;
• opened chemicals and cleaning products;
• electrical or electronic components that have been installed or connected;
• software or digital products;
• gift cards (where applicable);
• products damaged after delivery through misuse or incorrect installation.

Nothing in this section limits any statutory rights relating to defective products.

8. Workshop-Installed Products

Products installed by third parties are considered used.

Where products have been installed by Frantzis MotorServices, warranty claims will be assessed in accordance with the applicable Mercedes-Benz manufacturer warranty and any statutory consumer rights.

9. Damaged Deliveries

Customers should inspect deliveries as soon as reasonably possible.

If a package arrives visibly damaged:

• note the damage with the courier where possible;
• take photographs before opening;
• contact us within 48 hours.

Prompt notification helps us resolve claims efficiently with our delivery partners.

10. Incorrect Products Supplied

If we supply the wrong product, please contact us immediately.

Where the error is confirmed, we will arrange, at our expense:

• collection (where applicable);
• replacement;
• or a full refund.

11. Defective Products

If you believe a product is defective:

• stop using it immediately;
• retain the original packaging where possible;
• contact us with photographs and a description of the issue.

Certain products may need to be inspected by the manufacturer before a warranty decision can be made.

12. Mercedes-Benz Manufacturer Warranty

Products supplied with a Mercedes-Benz manufacturer warranty are covered exclusively by the terms and conditions of that warranty.

Warranty approval, repair or replacement may require inspection by Mercedes-Benz or its authorised representatives.

Nothing in this Policy affects your statutory legal rights.

13. Return Procedure

To request a return:

• Contact us by email.
• Include your order number.
• State the reason for the return.
• Include photographs where appropriate.
• Wait for return authorisation.
• Return the product using suitable protective packaging.

Returns sent without prior authorisation may experience processing delays.

14. Refunds

Once the returned product has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will normally be processed using the original payment method through JCC or Stripe.

Refund processing times may vary depending on your payment provider.

15. Return Shipping Costs

Where the return results from:

• our error;
• defective goods;
• incorrect products supplied;

Frantzis MotorServices will bear the reasonable return shipping costs.

Where the return results from:

• incorrect customer selection;
• change of mind;
• ordering errors by the customer;

return shipping costs remain the responsibility of the customer.

16. Exchanges

Where stock is available, customers may request an exchange instead of a refund.

Exchanges remain subject to the conditions contained in this Policy.

17. Refusal of Returns

We reserve the right to refuse returns where:

• products have been installed;
• products have been used;
• products are incomplete;
• products are damaged after delivery due to misuse;
• return conditions have not been met;
• the product falls within a legally permitted non-returnable category.

This does not affect any mandatory rights under applicable law.

18. Fraud Prevention

To protect customers and prevent fraudulent activity, Frantzis MotorServices reserves the right to:

• verify purchase details;
• inspect returned products;
• refuse suspicious or abusive return requests where permitted by law;
• report fraudulent activity to the competent authorities.

19. Consumer Rights

Nothing contained in this Policy excludes or limits any rights granted to consumers under the laws of the Republic of Cyprus or applicable European Union legislation.

Where any provision of this Policy conflicts with mandatory consumer protection legislation, the applicable law shall prevail.

20. Contact Us

For all return, exchange or refund enquiries, please contact:

Frantzis MotorServices Limited

137 Franklin Roosevelt
3045 Limassol
Cyprus

Telephone: +357 25762222

Email: info@frantzismotorservices.com

Website: www.frantzismotorservices.com