Express Delivery | 10% OFF Use Code: STD10 at Checkout
We want you to receive the correct product for your vehicle and have a straightforward returns experience. This policy explains both your statutory consumer rights and our additional returns arrangements.
Nothing in this policy limits or excludes any rights you have under applicable UK consumer law. Where a statutory right applies, that right will take priority over this policy.
1. Before Ordering – Please Check Compatibility
Vehicle parts can vary even where the vehicle has the same make, model and year.
In particular, some vehicles may have different:
mirror shapes;
backing plates;
mounting points;
electrical connections or plugs;
left-hand/right-hand configurations;
trim or specification variants; or
other component configurations.
For this reason, the vehicle make, model and year alone may not always be sufficient to identify the correct part.
Where our listing provides product photographs, dimensions, connector information, mounting details or other identifying information, you should compare these details with the part currently fitted to your vehicle before placing your order.
Where a listing shows a particular shape, mounting arrangement or connector, the product supplied will correspond to that variant.
If you are unsure whether a part is suitable for your vehicle, please contact us before ordering and provide the vehicle registration number, VIN where appropriate, and/or photographs of the existing part. We will assist where reasonably possible.
Important
A product being listed for a particular make, model and year does not necessarily mean that every vehicle within that range uses the same component.
Where multiple variants exist, compatibility should be confirmed using the identifying information and photographs provided in the listing.
2. If We Sent the Wrong Item
If we sent an item that is different from the item ordered, please contact us as soon as possible.
Examples may include:
the wrong product being dispatched;
the wrong side being supplied;
a different connector or configuration being supplied from the one ordered; or
another dispatch error attributable to us.
We will investigate the issue and, where the item was supplied incorrectly by us, we will arrange an appropriate remedy in accordance with your statutory rights.
Where applicable, we will provide appropriate return arrangements for an item that we have incorrectly dispatched.
3. If the Item Is Faulty or Does Not Conform to the Contract
Your statutory rights are not affected by this policy.
If you believe the product is faulty, defective, not as described, or otherwise does not conform to the contract, please contact us and provide details of the issue.
Where reasonably possible, please provide photographs or other information showing the problem. This helps us investigate the issue and determine the appropriate remedy.
We will deal with genuine faults or non-conformity in accordance with applicable UK consumer law.
These statutory rights are separate from our voluntary change-of-mind returns policy.
4. Distance Purchases – Statutory Cancellation Right
If you are a consumer purchasing from us under a qualifying distance contract, you may generally have a statutory right to cancel your contract within 14 days without giving a reason.
For goods, the cancellation period generally runs from the day on which you, or a person you nominate other than the carrier, takes physical possession of the goods.
To exercise the cancellation right, you must communicate your decision to cancel to us by a clear statement, such as by email or post. You do not have to use a particular form.
You must communicate your cancellation within the applicable cancellation period.
After cancellation
Where the statutory cancellation right applies:
you must normally return the goods to us without undue delay and generally within 14 days of communicating your cancellation;
you are normally responsible for the direct cost of returning the goods where we have informed you of this requirement before the contract was made;
we will reimburse the payments received from you in accordance with the applicable legislation;
this generally includes the cost of the least expensive standard delivery option we offered;
we are not required to reimburse any additional amount resulting from your choice of a more expensive delivery method;
we may withhold reimbursement until we receive the returned goods or you provide evidence that you have returned them, whichever occurs first; and
where permitted by law, a deduction may be made for any diminished value resulting from handling of the goods beyond what is necessary to establish their nature, characteristics and functioning.
Refunds will normally be made using the original payment method unless otherwise agreed.
5. Change of Mind / Unwanted Item
If you simply change your mind, no longer require the item, or discover that you ordered an unsuitable part, this does not automatically mean that the item was faulty or incorrectly supplied.
For qualifying distance purchases, you may still have the statutory cancellation right described in Section 4.
Outside any applicable statutory cancellation right, we may also offer returns under our additional 30-day returns policy described below.
6. Our Additional 30-Day Returns Policy
In addition to your statutory rights, we offer a voluntary return period of up to 30 days from the date you receive your item, subject to the conditions in this section.
This additional return facility does not replace or restrict any statutory rights you may have.
For a voluntary return outside the statutory cancellation period, the following conditions apply:
the item must be returned in an appropriate condition;
the item should include all relevant components supplied with the order;
the item must not have been damaged through installation, misuse or inappropriate handling; and
the customer is responsible for the applicable return postage costs unless otherwise agreed or required by law.
Any refund under this voluntary returns policy will relate to the product price, subject to any lawful deductions applicable to the particular circumstances.
7. Incorrect Part Ordered / Compatibility Issues
Where the customer orders a part that is not suitable for their particular vehicle, this will generally be treated differently from a part being incorrectly dispatched by us.
This can include circumstances where:
the make, model and year are correct but the vehicle has a different component variant;
the customer did not compare the product photographs or specifications with the original part;
the mounting arrangement differs from the product shown;
the connector or plug differs;
the customer requires a different side or configuration; or
the customer ordered a part without confirming compatibility where additional confirmation was reasonably necessary.
Where the product supplied corresponds to the product ordered and is as described, an incompatibility caused by the vehicle having a different variant does not, by itself, mean that we supplied the wrong product.
However, this does not affect any statutory rights that may apply where the goods do not conform to the contract.
8. Product Photographs and Variant Identification
Our product photographs form an important part of the product information.
Where different variants of a component exist, the photographs may show identifying features such as:
the shape of the glass;
the shape of the backing plate;
mounting points;
clips;
fixing locations;
electrical connections; or
other physical characteristics.
Customers should compare these features with the existing component before ordering.
Where a listing states that a product fits a particular vehicle range, that information should be read together with the product description, photographs, specifications and any stated compatibility information.
If you are uncertain whether your existing component matches the product shown, please contact us before ordering.
9. Return Postage
For a voluntary return because the customer ordered an unsuitable part or has changed their mind, the customer is normally responsible for the direct cost of returning the goods, subject to any statutory rights that may apply.
Where we have incorrectly dispatched an item, we will provide an appropriate remedy in accordance with applicable law.
Where a product is alleged to be faulty or not as described, please contact us before returning it so that we can provide the appropriate return instructions.
We do not require customers to use a particular carrier unless this is reasonably necessary for the return.
10. Condition of Returned Goods
Please take reasonable care of goods while they are in your possession.
For a statutory cancellation, you may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, we may take account of any loss in value caused by handling beyond what is reasonably necessary.
For voluntary returns outside the statutory cancellation period, the product should be returned in a resalable condition and with the supplied components where reasonably possible.
Certain products may have additional handling requirements because of their nature. Any such requirements will be communicated where applicable.
11. Return Procedure
Before returning an item, please contact us with:
your order number;
the reason for the return;
photographs where relevant; and
details of any fitting, connector or compatibility issue.
We will then provide the appropriate return instructions.
Please package the product securely so that it is not damaged during transportation.
We recommend obtaining proof of postage and retaining it until the return and refund have been completed.
12. Refund Processing
Once we receive the returned item, we will inspect it where appropriate and process the applicable refund.
For statutory cancellations, reimbursement will be made in accordance with the applicable statutory timescales.
Where permitted by law, we may wait until the goods have been returned or you have provided evidence that they have been sent back, whichever occurs first.
For voluntary returns, refunds will normally be processed after the returned goods have been received and checked.
Refunds will normally be made using the original payment method.
13. Delivery Charges
Where a statutory cancellation right applies, we will reimburse the cost of the least expensive standard delivery option offered by us, in accordance with applicable law.
If you selected a more expensive delivery service, any additional amount above the least expensive standard delivery option will generally not be reimbursed.
For voluntary returns outside the statutory cancellation right, delivery charges will be dealt with in accordance with the terms applicable to that return.
14. Non-Receipt, Damage or Missing Components
If an item arrives damaged, appears to have been opened or has missing components, please contact us as soon as possible and provide photographs where possible.
This does not affect your statutory rights.
15. Exchanges
Where appropriate, we may offer an exchange for an alternative product or variant.
An exchange is not automatically available in every circumstance. Where you have a statutory remedy, we will deal with that remedy in accordance with applicable law.
If you believe you require a different variant, please provide photographs of the original component before ordering a replacement so that compatibility can be checked.
16. Statutory Rights
Nothing in these terms is intended to exclude, restrict or limit your statutory rights under applicable UK consumer law.
In particular, consumers may have rights relating to goods that are not as described, not of satisfactory quality, or not fit for a particular purpose where the relevant legal requirements are satisfied.
Where there is any conflict between this policy and a mandatory consumer protection law, the applicable law will prevail.
17. Contact Us
If you need to return an item or believe there is a problem with your order, please contact us with your order number and details of the issue.
We will aim to resolve the matter as quickly and reasonably as possible.
Important: This returns policy is intended to explain our returns process and does not constitute legal advice. Our statutory obligations will be applied in accordance with the consumer protection legislation applicable to the relevant transaction.
