Frequently Asked Questions
How may we help you?
General
Car Tools is a leader in the online distribution of used auto parts. Our parts come from damaged cars ready to be reused in other vehicles. All parts sold by Car Tools are original (OEM) and have a warranty. We invest daily for our customers to enjoy a unique browsing and shopping experience.
Car Tools’s customers include not only professionals in the sector who work in car maintenance and repair, as well as all the individuals who, in an intelligent and informed way, seek to reduce the expenses associated with their vehicles, using used original parts. When choosing to buy at Car Tools, customers are able in real time to consult the updated stock of parts with guarantee and quality of operation, as well as having an estimate of their delivery time.
Yes, we do have a physical store in London, UK and Torregrotta, Italy, but all orders must be placed through the Car Tools website for good traceability of our stock.
Car Tools contains a continuous, closed and certified network of Scrap yards located in Italy, France, UK and Germany. All parts sold can be traced to the Scrap Yard’s Certificate of the vehicle in which they were mounted. . This network is able to meet our quality and guarantee standards.
Our network of suppliers is closed and certified. This is the only way we can offer the best quality of information, customer service and warranty on used parts. Our supplier selection process is careful and rigorous.
All of our orders will be shipped with a tracking number, allowing customers to track their order, since the moment it is collected at the pick up point until its delivery to the address provided.
At the moment of packaging if we detect some operational problems, or damage not detected initially, Car Tools seeks to offer a new solution of similar value, which meets the needs of customers. Of course, the alternatives depend on the used parts in stock. The main concern of Car Tools is provide and excellent service and full customer satisfaction.
Car Tools guarantees that your data is completely safe with us. All information is encrypted using our SSL Certificate to guarantee total security of any sensitive information.
At the same time, we keep your personal data private and confidential and only disclose it with your consent or if legally permitted. For more details, see the Car Tools Privacy Policy.
Our support team is available through the website’s live chat or call center, from Monday to Friday, from 8:30 am to 6:00 pm and Saturday, from 10:00 am to 5:00 pm (WEST). You can always send us a message here and we usually respond on the same day, or within the next 24 hours (on weekdays, of course!).
In compliance with the RGPD * to delete your registration, just send the request in writing to the representative of the Person Responsible for the Processing of Personal Data – info@carstools.it
ATT: this acronym changes depending on the language !!
Car parts
Parts sold at Car Tools are original used auto parts. They are original parts, cheaper, but as used parts they may contain signs of wear and tear.
The parts available at Car Tools are organized in our parts catalog by:
Airbags | Collision | Electrical and Electronics | Lighting | Engine and Transmission | Suspension.
These are the major areas of parts sold.
We advise our customers to select their vehicle and then choose, from the catalog, the type of part they are looking for. Before buying, you should check through the images, the manufacturer’s references, the compatibility of our parts with your vehicle.
It is essential that the customer checks the compatibility of the parts with his vehicle, with the help of the brand and / or mechanic before placing the order.
The fact that there are photos of the full vehicles before they are dismantled does not mean that all the components visible in an image are available for purchase, or that accessories of a particular part are included in it, once ordered.
At the same time, in the case of used parts, there is a list of components we may not have for sell, such as wear parts, wiring, tubes, hoses, hinges, springs, screws, brackets, moldings and all types of material that may be necessary to install correctly one part.
All parts of a vehicle have an original reference.
Before buying, you should check through the images, the manufacturer’s references for the compatibility of our parts with your vehicle.
The references that are in your old part are essential to find a compatible part. Compare the references with those of your old part, before buying, to ensure compatibility.
Note that small deviations in the part reference, for example, different letters at the end of a sequence have a major impact on interoperability with your vehicle.
As we have parts stored in different European countries, extracted from vehicles that were assembled in different factories, it is possible that the same model of a vehicle originally uses parts with different references. As such, customers should be made aware of the importance of knowing the part number to find parts compatible with their vehicles.
If the part number is not available in the Car Tools ads, the compatibility must be guaranteed by the customer by comparing the product images in which the part was installed or by consulting specialized workshops.
No. When using the license plate as a starting point for your search, keep in mind that the results only list parts for the make and model. Results do not validate compatibility with your vehicle’s version or phase!
Car manufacturers change components for the same vehicle throughout the production cycle of each model, so the results do not validate compatibility with the version or phase of your vehicle!
The references that are on your old part are essential to finding a compatible part. Compare references with your old part before purchasing to ensure compatibility.
Note that small deviations in the part reference, for example different letters at the end of a sequence have a big impact on interoperability with your vehicle.
The parts marketed by Car Tools are used. They are original parts, cheaper than new ones, but as they are used they have signs of wear.
Used collision parts may have small touches or scratches in the paint, any additional damage is described in the observations as accurately as possible, or visible in the photographs. The color specifications are not binding and may differ despite the color code information.
When the vehicle is dismantled in the junk yards, only the parts in working order / good condition are used to be reused.
Parts sold by Car Tools are not reconditioned. They are used parts, able to be reused and that always have a guarantee. If something is not working properly, the After Sales Service always tries to help the customer to find a viable solution.
Yes, Car Tools has an alert system that allows the customer to be notified when a certain part may be back in stock.
You can register an account on our website.
When you buy a car radio from Car Tools, this part is not accompanied by its unlock code. This information must be requested from the vehicle manufacturer, there may be costs for this service. That is, with the purchase invoice and the chassis (VIN) from which the car radio was extracted, the customer must request the unlock code, essential for the installation of the part, from the local brand agent. It is not possible for Car Tools to provide which brands and in which countries this type of service implies the payment of an additional service.
When purchasing electronic parts, you will lose your warranty if the parts are handled or the warranty seals are breached. As such, we recommend that this type of parts are installed by professionals, endowed with means that allow the parts to be programmed, without any intervention that jeopardizes its guarantee.
When purchasing a control unit, you should take into account the following aspects:
– The control unit is locked to the vehicle from which it was disassembled, it is not ready for use.
– It will be necessary to reset the unit using a specialized tool in order to deprogrammed it from the donor vehicle;
– In addition, it will be necessary to carry out the coding for the receiving vehicle;
– This operation must be carried out by a professional with the means to program the parts, without any intervention that calls into question the inviolability and guarantee of the same.
When purchasing a rearview mirror, you should take the following under consideration:
– For the same vehicle there are several types of mirrors, apparently the same, but with different functions (i.e.: electric folding, mirror heating, cameras, among others)
– To check the compatibility, you should check the number of pins/cables that your car’s connector has installed, as the rearview mirror you purchase must have the same number of pins/cables.
The mirrors are not included in the part warranty, they are accessories that can be sent as a courtesy.
The ABS module is an anti-skid braking system that prevents all wheels from locking and skidding when the brake is applied, in order to provide vehicle stability and traction contact with the road surface.
Depending on the model, the ABS pump can consist of 2 or 3 elements:
+Electronic module – confirm manufacturer reference;
+Hydraulic block – confirm manufacturer reference; it can also have:
+Electric motor – confirm manufacturer reference;
When purchasing an ABS pump from Car Tools, you should take the following aspects into consideration:
– In order to work correctly, the references of the 2 components (or 3, if applicable) must be the same as those of the pump previously installed in the vehicle, otherwise the pump will not work.
– The ABS pump is locked to the vehicle from which it was dismantled and is not ready to be used in plug & play mode;
– The pump will need to be reset using a specialized tool in order to be disconnected from the donor vehicle;
– The pump will also need to be coded for the recipient vehicle;
– This operation must be carried out by a professional with the means to programmed the parts, without any intervention that could jeopardize the inviolability and guarantee of the part, i.e. if the part is opened, the guarantee will be void.
Prices and payment
The prices are not shown on the website, so when Get a Quote prices are not negotiable. Prices are already optimized for the customer, taking into account that they are original used parts and ready to be reused.
PAYPAL
To buy with PayPal, please request payment details and proceed with your payment, once the operation is performed, send us proof of it. After the goods´ collection, your order will be shipped.
BANK TRANSFER
You can pay by bank transfer, you will only have to request in writing and, once the operation is performed, send us proof of it. After the goods´ collection, your order will be shipped.
Currently your order will be charged in Euro.
Yes, it is possible to pay in installments for several items in Car Tools stock.
Please note that this option is valid for all items from 4,000.00 Euro and above.
We do not ship with payment on delivery, orders are only shipped after full payment of the order.
Within the European Union, taxes are included in the value shown on the products. For shipments outside the European Union, all import expenses are the customer’s responsibility. The price you pay to Universal AutoParts Ltd, will exclude any import duties and sales taxes that you may have to settle with the carrier to collect your order at customs.
All orders placed at Car Tools are accompanied by an invoice. Because we are a green company, your invoice is sent by email. In the Car Tools account, the customer always has access to the purchase history, as well as the respective invoices.
All items at Car Tools that may not have price available.
If you have found a part that has no price on it, the procedure is simple: just fill out the “Request for Quotation” form with your email and contacts and, as soon as the amount is available, you will receive an email with that information. Usually, the response time is less than 24 hours on business days.
How to shop?
The process for placing an order at Car Tools is quite simple!
Just search for the part, add it to the cart, fill in the address and proceed with the secure payment.
Please note that, if there is any failure to request a quote, for example, your data will not be saved! In this case, it will be necessary to re-register here: My account – Car Tools and repeat the search procedure.
If you already have a Car Tools account, simply log into your account using the link My account – Car Tools, place the item in the Wishlist and proceed with your request or search for more items.
And that’s it!
To recover your password, just follow the link below to access your account again:
Thank you!
It is not mandatory to create an account before placing the order, however if there is a failure when requesting a quote your data will not be saved on the Car Tools website, despite having already filled them in on the form.
That is why we advise you to start the process by registering at My account – Universal AutoParts Ltd, and after all the forms are completed, just add the part to the Wishlist and Get a Quote.
If your order has not been shipped, please contact us via email info@carstools.it, so that we can cancel or make changes to it.
If your order has already been shipped, we are unable to change the shipping address. In this case, we advise you to contact the carrier in your country directly and take the necessary steps to get the part to the correct address.
Any changes / cancellations must always be communicated in writing to info@carstools.it.
Thank you!
By logging into your account and in each of the orders, you can access the status of the orders: Awaiting confirmation, booking, shipping and completed.
It should be noted that when your order is picked up from the warehouse by the carrier, you will receive an email with the tracking number and the name of the carrier.
No. The fact of adding a piece to the Wishlist does not guarantee your reservation or availability.
There are items in high demand that can be sold before formalizing payment, although they were available at the time they were added to the Wishlist. If this happens, Car Tools will try to present you with another alternative in stock!
Track your order
All products indicate a transit time and a date from which the part can be delivered, counted in working days.
Our delivery dates are only a guide as they are based on the transit time of the carriers.
Car Tools is not responsible for delays by logistics partners, although we try to minimize possible delays.
No. The delivery date indicated on the website is not binding. Once you have the order tracking you should contact the carrier (via website, email or phone) to check the delivery status.
Car Tools has its stock distributed in different countries and works with different carriers. Once the order is dispatched, the customer will receive an email with the shipping number and the name of the company that will make the delivery. This information can be consulted simultaneously in the Car Tools account. For more details, we advise you to contact the carrier directly with the tracking number of the order.
At Car Tools we try to process and ship your order in the shortest possible time. At the moment the order is confirmed, the delivery address is immediately processed. If you find an error, please write to us as soon as possible: info@carstools.it. Changing the delivery address may require payment of additional fees.
Expeditions are already made in express mode. We cannot accelerate the delivery of any order. We also warn that there are parts that, for safety reasons, can only be carried by sea, which may imply a longer delivery time or some delay in relation to the estimated time on the website.
Expeditions are already made in express mode. We cannot accelerate the delivery of any order. We also warn that there are parts that, for safety reasons, can only be carried by sea, which may imply a longer delivery time or some delay in relation to the estimated time on the website.
To see if it is possible to deliver to your country we need to estimate shipping costs. To do this, we need you to send us an email containing the item you want to buy, as well as the postal code, location and country of destination.
Returns and refunds
Yes, you always have the right to return the order within 14 days, without having to justify the reason.
The return period starts from the day of the delivery of the items in your order.
1 – To return an order and if inside the return times previously mentioned (14 days, counting from the delivery date) must obligatorily to communicate the intention to do it
How do I return a part?
1. To return an order that is within the previously mentioned deadline (14 days, from the day of delivery) you must communicate your intention to do so in writing, by email to info@carstools.it.
2. Returns of products that have been removed from the warranty and tamper-proof seal, or that have been manipulated are not accepted.
3. Once the possibility of return has been confirmed, the After-Sales service will share the address to which the part must be sent, and it must be wrapped and packed in the best possible conditions, so it won’t suffer any transport damage. In other words, the products must be returned in their original and complete condition, packaged in the same way as they were shipped.
4. The return must perfectly identify the sender / customer and the order number on the outside of the package. We do not accept returns where it is not possible to identify the customer on the outsider of the packaging.
5. Car Tools does not provide Return Forms.
All the expenses of returning will be always charged to the customer.
Car Tools will refund full amount of the initial invoice.
Upon receipt of the returned part, and once confirmed that it is in the same state in which it was shipped, the Credit Note is issued and the refund is made to the same payment method used to make the payment.
The period for the amount to become available again depends on the method used for payment and the customers’ banking institutions, and may take up to 120 hours after the refund is processed.
The refund of the order covers the part and shipping to the customer’s address. If it is agreed that Car Tools will handle the collection of a particular part, will be discounted all costs inherent to the return of the order to the refund. This process will always be done with the explicit agreement of the client.
In order for us to activate the parts transport insurance, it is mandatory that when receiving the order, checking that there is some damage on the outside of the packaging, the same is indicated in the document in which you sign the receipt: “accepted with damages”. Only having this mention on the order receipt document, the carrier will be liable for damages caused to your order.
Note that if you write “Subject to confirmation” does not validate any damage that occurred during transportation, just means checking quantities.
Knowing that the return period is 14 days, after receiving the order, it is important that within this period the customer takes the necessary steps to assemble and test the part.
If a defect is detected (warranty), it must be communicated in writing to: info@carstools.it
Thereafter, the After-Sales Service will provide additional written information on the procedures to be followed.
Knowing that the deadline for return is 14 days after receiving the order, it is important that within this period the customer takes the necessary steps to check the content of the order.
If any difference is detected, it must be communicated in writing to: info@carstools.it.
Thereafter, the After-Sales Service will provide additional written information on the procedures to be followed.
If there is an exchange in the order received, please write us an email to: info@carstools.it as soon as possible to report what happened so that Logistics can solve the problem in the shortest possible time.
Please note that articles returned outside the EU, it is mandatory to write for customs it is a return on the shipping document. If this information is not explicit, we may be charged VAT and Custom duties, which Car Tools is not liable.
In case of non-clearance of the goods and consequent return to point of origin, Car Tools cannot be liable.
The entire process is the responsibility of the customer and the carrier chosen to make the return.
Warranty
Car Tools offers a guarantee on all its products, provided that the parts are assembled in workshops regulated by law.
All parts sold by Car Tools, as they are used products, include a 12 month warranty, as long as the parts are installed in certified garages.
This period will be counted from the day the part is received by the customer.
In the case of a part that is still covered by the warranty period, Car Tools will replace it with an equivalent part, available in stock at the same price.
If the part is unique, Car Tools can propose a repair agreement or issue a full refund.
We are dealing with a warranty when and once the part is correctly installed and during the validity of the warranty period, some non-conformity in its operation is detected.
If the part is not working correctly, the customer will, in the first instance, have to communicate in writing to info@carstools.it with as much detail as possible of the problem that occurs with the ordered product.
The after-sales department may request photos, videos, proof of installation in the workshop to be able to analyze the problem detected in the part.
Labor and the use of replacement vehicles are absolutely excluded from the warranty of the parts sold;
Consumables and wear parts;
Damage or paint defects, since the parts are used and may show signs of use;
Defects or damage described before purchasing the item;
Any accessory element of the part that, as a courtesy, was sent with it.
Yes. The products are duly identified by their own brands and engravings, for the correct identification of their origin, in case they have to be returned.
Such marks and engravings cannot be manipulated, otherwise the articles will lose their warranty.
The engine warranty refers exclusively to the complete engine, comprised of the engine head, block, crankcase and respective internal operating components.
In the case of diesel engines, the warranty also includes the injection pump and the turbo, if these elements are included.
For the engine warranty to be valid, it is necessary to check the replacement of the timing belt. That is, it is mandatory to change the timing belt.
Excluded from the warranty are external parts that may be fitted to the engine, such as: the injector body, injectors, sleeves, distributor, coils, water pump, clutch, intake and exhaust manifolds, different radiators, depressors, fans, different sensors and electrical installations or any other part not previously mentioned.
Regarding the engines, the heating and overheating of the engine for reasons other than this and the inappropriate use of oils and other fluids are still excluded from the guarantee.
No warranty will be accepted unless the following steps are followed when installing this type of part:
– Filter replacement;
– Cleaning the circuit, using appropriate equipment and liquids;
– Checking the expansion valve, if it is not in good condition, it should be replaced; in the case of a compressor in which the cold circuit uses a throttle valve, this must be replaced;
– Use of the appropriate gas for which the compressor was designed;
– Check the compressor oil level after assembly.
