Getting a damaged or wrong part is frustrating. You waited days for delivery, only to find a crack or the wrong model.
Don't worry. You have rights as a buyer. This guide walks you through the next steps.
Why Used OEM Parts Might Arrive Damaged
Shipping car parts is tricky. Even a strong box can get crushed during transit.
A used part may have hidden damage that wasn't visible during packing. For example, a tiny hairline crack in a plastic trim piece.
The part could also be mislabeled. A dismantler might accidentally send the wrong version for your car.
At Auto128, we work with professional dismantlers who inspect and pack parts carefully. But sometimes mistakes happen.
Common Types of Damage
- Cracks or breaks in plastic, metal, or glass components.
- Bent mounting brackets or connectors.
- Scratches or rust that affect function (not just cosmetic).
- Missing internal parts (like sensors or wiring).
Wrong Part Scenarios
- The OEM code on the part does not match what you ordered.
- The part fits a different model year or engine variant.
- The part is for a different side (left vs. right).
- A refurbished or aftermarket part was sent instead of original OEM.
Step-by-Step: What to Do When the Part Arrives
1. Inspect the Package Before Opening
Check the box for dents, punctures, or crushing. If the box is damaged, take a photo before opening.
If you see damage, note it on the delivery receipt if the driver is still there.
2. Record Everything with Photos
Photograph the box from all sides. Then open it and take clear pictures of the part.
Show any cracks, breaks, or missing pieces from multiple angles. Include a ruler or coin for scale.
For a wrong part, show the OEM code (often a sticker or stamp) compared to the code you ordered.
Photos are your best evidence. They help the seller understand the issue quickly.
3. Do Not Install the Part
If the part is damaged or wrong, do not try to install it. Installation may void your right to a refund or replacement.
Keep the part in its original packaging if possible.
4. Contact the Seller Immediately
Reach out to the seller within 24-48 hours. Most sellers, including those on Auto128, have a short window for reporting defects.
Send your photos and explain the problem clearly. Include the order number and your contact details.
If you bought through Auto128's brand pages, you can contact our team via the order details.
5. Understand Your Options
Depending on the seller's policy and your consumer rights, you can ask for:
- Full refund – including original shipping costs if the part was damaged or wrong.
- Replacement part – with the seller covering return shipping of the defective part.
- Partial refund – if the damage is minor and you can still use the part (for example, a scratch on a hidden area).
Your Consumer Rights When Buying Internationally
Since Auto128 ships from Europe, different laws may apply depending on your country.
In the EU, you have a 14-day right to cancel and return most online purchases. This applies to goods bought from EU sellers.
If you are outside the EU, your rights are based on the seller's terms and your local consumer protection laws.
For example, UK law requires items to be as described and of satisfactory quality. If they are not, you are entitled to a refund.
Always read the seller's return policy before buying. At Auto128, we explain the process on our FAQ page.
What About Customs and Duties?
If you return a part, customs fees you paid are usually refundable. But the process can be slow.
Ask the seller how they handle returned customs charges. Some sellers reimburse them, others do not.
Keep all customs documents in case you need them later.
How Auto128 Handles Damaged or Wrong Parts
We do not stock parts ourselves. We connect you with professional dismantlers across Europe.
Each dismantler is checked for quality and reliability. But we also have a backup plan for you.
If a part arrives damaged or wrong, here is what we do:
- We ask you to send photos and a brief description.
- We contact the dismantler on your behalf to resolve the issue.
- We push for a refund or replacement within a reasonable time.
- If the dismantler is unresponsive, we step in to find a solution.
You can read more about our approach on our about page. We want you to get the right part for your car.
Tips to Avoid Problems in the First Place
A little planning can save you trouble later.
Double-Check the OEM Code
Before ordering, confirm the OEM code matches your car. You can find it on the old part or in your vehicle's service manual.
If you are unsure, ask the seller to verify fitment for your VIN (vehicle identification number).
On Toyota's parts site, you can look up codes for your model.
Choose a Reputable Seller
Buy from sellers with good ratings and clear return policies. Professional dismantlers usually have these.
Auto128 works with vetted dismantlers. You can browse parts by brand and see seller feedback.
Inspect Photos in the Listing
Look closely at the photos of the actual part. Check for any damage or wear. If blurry, ask for more pictures.
A good seller will show all angles and any flaws.
Consider Insurance for Expensive Parts
For high-value items like engine control units or transmissions, some sellers offer shipping insurance.
If offered, it is worth the small extra cost.
What If the Seller Refuses to Help?
Most sellers want to make things right. But sometimes they may delay or refuse.
If that happens, you have options:
- Open a dispute with your payment provider (credit card, PayPal, etc.). They offer buyer protection.
- If you bought via Auto128, contact us directly. We can mediate with the dismantler.
- Check if your consumer protection agency can help. For example, the European Consumer Centre offers advice.
Keep all communication records. Save emails, messages, and proof of shipping the return.
Conclusion
Getting a damaged or wrong used OEM part is rare, but it can happen. Stay calm and follow the steps above.
Document everything, contact the seller quickly, and know your rights. Most issues are resolved easily.
Auto128 is here to help. If you have a problem with a part, tell us the OEM code and your situation and we will assist.
You can also check our FAQ page for more answers on returns and shipping.
Frequently asked questions
How long do I have to report a damaged part?
Most sellers require you to report damage within 24 to 48 hours after delivery. Check your order confirmation or the seller's policy. At Auto128, we recommend inspecting the part right away and contacting us within 48 hours.
Do I have to pay return shipping for a wrong part?
No. If the seller sent the wrong part, they should cover the return shipping and the cost to send the correct part. If they refuse, you can dispute the charge with your payment provider.
What if the part is damaged during installation?
If you damage the part while installing it, you are not covered. Always inspect the part thoroughly before you start. If you find damage after opening the box but before installation, stop and contact the seller.
Can I get a refund for customs duties on a returned part?
Customs duties are usually refundable if you return the part and the shipment is documented as a return. However, the process can take weeks. Ask the seller how they handle this before returning.
