These terms sit alongside your statutory rights, which they do not reduce.
Changing your mind: the 14-day cancellation right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you buy from us online as a consumer you can cancel most orders within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to send the goods back.
To qualify for a full refund the goods must be unused, uninstalled and in their original packaging. We may reduce the refund if the goods have been handled beyond what you would do in a shop. You are responsible for the cost of return postage unless the item is faulty. We refund within 14 days of receiving the goods back, or of you showing us proof that you have sent them. The refund includes the standard delivery charge you paid, but not any premium delivery option.
This applies to off-the-shelf items: management kits, compressors, tanks, controllers, fittings, lines and accessories.
Made-to-order kits
The Regulations do not give a cancellation right for goods "made to the consumer’s specifications or clearly personalised". Strut and bag kits are built by the manufacturer to your chosen vehicle, damper specification and options after you order. Once production has started, you cannot cancel these kits under the 14-day right, and we cannot accept them back because you have changed your mind.
We make this clear at checkout, and you are asked to confirm it before you pay. If you cancel before production starts, we refund in full. If you are unsure whether a kit is right for your car, ask us before ordering. We would rather answer questions than refuse a return.
Faulty or misdescribed goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something is faulty:
- Within 30 days of delivery, you can reject the goods for a full refund.
- After 30 days and within six months, you can ask for a repair or replacement. If that fails, you can claim a refund or price reduction.
- After six months, you may still have a remedy, but you may need to show the fault was present at delivery.
We cover return postage for faulty goods. Faults caused by incorrect fitting, misuse, modification or accident are not covered; see the warranty page for detail.
How to start a return
Email [email protected] with your order number, what you want to return and why. We will confirm the return address and, where we are covering it, send you a prepaid label. Please do not send goods back without contacting us first, because our returns address may differ from the dispatch address.
Trade customers
Business customers do not have the 14-day cancellation right. Our trade terms apply.