Sales, Returns & Exchange Policy

1. Scope of this policy

This policy applies to car-care products, cleaners, polishes, protection products, accessories, tools and consumable items sold by 360 Car Wash at the branch, through the website, via WhatsApp or through another approved sales channel.

It does not apply to car-wash, detailing, polishing, coating, wrapping, tinting, installation or maintenance services. Services are governed by the applicable booking, cancellation, inspection, quotation and warranty terms.

2. Final-sale rule

• Products in good condition cannot be returned or exchanged because the customer changed their mind, no longer needs the product, ordered the wrong quantity, colour, size or type, or selected an item that is unsuitable for their intended use.
• Customers must review the product name, specifications, intended use, quantity, compatibility with the vehicle, price and delivery charges before confirming an order.
• Clearance, promotional, special-price and final-sale products remain final unless they are defective, damaged or materially different from the confirmed order.

3. Products that cannot be returned or exchanged

• Opened, used or tested products, including cleaning, polishing, coating, protection and chemical products.
• Products with a broken safety seal, missing original packaging, labels, accessories, instructions or components.
• Consumable, perishable or storage-sensitive products, including products affected by heat, sunlight, moisture or improper storage.
• Products that have been installed, applied to a vehicle, mixed with another material, modified or customised.
• Special orders, personalised products and items prepared or sourced specifically for the customer.
• Products damaged after delivery through misuse, negligence, improper installation, incorrect application or unsuitable storage.
• Products without a valid invoice, order number or other acceptable proof of purchase from 360 Car Wash.

4. Defective, damaged, incomplete or incorrect products

Contact us when a product is defective or unusable on receipt, was damaged before or during delivery, differs from the product shown on the invoice or confirmed order, is materially inconsistent with its published description, or is missing an advertised essential component.

After verifying the case, 360 Car Wash will provide the appropriate remedy according to the product, the circumstances and applicable UAE law. The remedy may include repair, replacement, a full refund or a partial refund. The phrase ‘sold goods are not returned or exchanged’ does not remove remedies required by law for defective or non-conforming products.

5. How to submit a request

• Notify us promptly after discovering the issue. Visible delivery damage should preferably be reported within 48 hours.
• Provide the invoice or order number, product name, purchase date and a clear description of the issue.
• Provide photographs or video showing the product, packaging, labels and problem when requested.
• Keep the product, packaging and accessories until the inspection is complete, and return the item to the Musaffah M5 branch or follow the instructions issued by customer service.

Receiving an item for inspection is not automatic approval of an exchange or refund. If the issue resulted from misuse, improper storage, unauthorised installation or application contrary to instructions, the request may be declined with an explanation.

6. Approved refunds and delivery charges

• An approved refund will be returned to the original payment method where reasonably possible.
• The time required for the amount to appear may depend on the bank, card issuer or payment provider. A typical processing period may be 7–14 business days after approval.
• Delivery charges are not refundable unless the error was caused by 360 Car Wash or the product was defective, damaged before delivery or incorrect.

7. Website and WhatsApp product orders

• A website or WhatsApp request is not final until availability, price, quantity, delivery or collection arrangements and payment are confirmed by the 360 Car Wash team.
• Where payment is completed using a payment link sent by the team, the payment provider's processing rules also apply. This policy continues to govern product returns and exchanges.
• 360 Car Wash may cancel an order and refund an amount already paid if the item becomes unavailable or a material inventory or pricing error is identified before fulfilment.

Important legal notice

This policy should be read in line with applicable UAE consumer-protection and eCommerce requirements. Where a mandatory legal right provides greater protection, that legal right prevails. 360 Car Wash may update this policy when its products, sales channels, fulfilment process or legal obligations change.