Returns and order cancellation
Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return an item, or cancel an order under defined circumstances.
How to contact us
By phone: 0115 841 4016 Lines are open 9am to 5:30pm Monday to Friday
By email: firstname.lastname@example.org
To cancel your car battery order please contact 0800 096 2968 between 8.30am to 5.30pm
You may cancel your order, or return items you no longer want within:
- 14 days of placing your order (if your items have not yet been posted); or
- 14 days of receiving your order (if items are posted separately this starts on the day you receive the final item)
You must notify us of your intent to cancel or return your order by completing the “Order Cancellation Notification” form and returning it to us, or by calling us on 0115 841 4016 Lines are open 9am to 5:30pm Monday to Friday or by emailing email@example.com
Download the Order Cancellation Notification.
You may open and inspect items, but you may not use them. If a product is returned used, or with unreasonable wear and tear, we reserve the right to charge a 20% fee.
You will be responsible for all costs of insuring and returning the items to us on time, and undamaged.
You must return items within 14 days of notifying us of your intent to cancel.
We will refund the cost of your order, within 14 days of receiving your return or notice to cancel (where the order has not yet been posted). The refund will include the cost of your items plus any delivery fee charged at the point of purchase.
Personalised or made to order items
Where items are personalised, or made to order, you do not have the right to cancel or return an order as unwanted.
We recommend that you double check your order to ensure it meets your requirements before making payment.
Faulty or damaged goods
You must notify of us of any faulty or damaged goods within 30 days of receiving your order. Please email us firstname.lastname@example.org and provide the following information:
- Your details
- Your Order number
- A photo of the damage to the item and packaging
We will arrange for a Returns Authorisation Form, a pre-paid returns label, and a RAN (Returns Authorisation Number) to be sent to you. A replacement item or refund will be issued on return of the faulty item.
Please enclose the completed returns form and your RAN with your items. We are not able to process returns without this information.
Refunds will be issued within 14 days of our receipt of returned items, proof of posting, or notice to cancel (if the item has not yet been posted).
- We will only refund to the payment card used in the original purchase.
- We will refund the cost of the item plus any postage paid in your original order.
- Nothing in this section affects your statutory rights.