Returns & Refunds Clear steps. Fair handling. Transparent timelines.

01 Return eligibility

The correct return process depends on why you are returning the product. We distinguish between a change-of-mind cancellation, a faulty or damaged item, an incorrect item, missing components and a delivery problem.

When contacting us, please provide your order number and explain which of these situations applies.

• Change of mind: statutory online cancellation rights will normally apply to eligible consumer purchases, subject to legal exceptions.
• Faulty or not as described: statutory rights may entitle you to a refund, repair or replacement depending on the circumstances and the time elapsed.
• Incorrect item or missing components: contact us so we can check the order and arrange an appropriate resolution.
• Transit damage: report the damage and provide photographs where possible so that we can investigate and arrange a suitable remedy.

02 Change-of-mind returns

For most eligible goods purchased online by a consumer, you can cancel within 14 days after the day you receive the goods without giving a reason. If an order is delivered in separate parts, the statutory period may run from receipt of the last item or part, as applicable.

How the 14-day period works

1. Tell us clearly that you wish to cancel within the applicable 14-day period after receiving the goods.
2. After notifying us, return the goods within the following 14 days, unless a different arrangement is required by law.
3. Keep proof of postage or collection until the return has been resolved.
4. We will process the refund according to the statutory timeframe described in the Refund Timelines section.

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop. If handling goes beyond what is necessary and reduces the value of the goods, a lawful deduction may be possible.

To avoid damage or safety risks, do not install, modify or use an automotive part on a vehicle simply to test it if a visual inspection or checking the product details would be sufficient. This does not remove your rights where the product is faulty or does not conform to the contract.

03 Faulty, damaged or misdescribed goods

Products must meet the requirements of applicable consumer law, including being of satisfactory quality, fit for purpose and as described. If a product is faulty, damaged, incomplete or not as described, contact us as soon as reasonably possible.

Faults reported within 30 days

Under UK consumer law, eligible faulty goods are generally covered by a 30-day short-term right to reject for a refund, subject to the legal rules on when the period begins and any applicable circumstances. Contact us with details of the problem and the remedy you are seeking.

After the first 30 days

Depending on the circumstances, you may first be entitled to a repair or replacement. If the relevant legal conditions are met, a price reduction or final right to reject and obtain a refund may apply. The available remedy depends on the product, the fault and the applicable law.

What we may ask you to provide

• Order number, product name and part number, if available.
• A clear description of the fault or discrepancy.
• Photographs or video showing visible damage or the issue, where reasonably available.
• Details of installation or testing, if relevant to understanding the issue.

Please stop using a product if you believe it may be unsafe. We will not require you to carry out an unsafe test or installation to demonstrate a fault. Any inspection or evidence request will be proportionate to the issue.

Where goods are faulty, incorrectly supplied or otherwise do not conform to the contract, we will not use the change-of-mind return rules to remove your statutory remedies.

04 Automotive parts and accessories

Automotive parts may differ by vehicle make, model, year, engine, trim, specification or existing equipment. Please check the product description, part number and compatibility information before ordering.

• If you believe you ordered the wrong part, contact us before installation if possible.
• If we supplied a different item from the one ordered, tell us the order number and identify the item received.
• If a product appears damaged or faulty, avoid fitting or using it until the issue has been assessed.
• If a part has already been installed, explain what happened and whether installation was carried out by a qualified person, where relevant.

A product that is unsuitable because the customer selected an incompatible part is not automatically the same as a faulty product. However, your statutory cancellation rights may still apply to an eligible online purchase, and your rights remain intact if the product description or compatibility information was inaccurate.

Do not assume that all opened, fitted, electrical, safety-related or vehicle-specific products are automatically excluded from return. Any applicable legal exception depends on the nature of the product and the circumstances of the sale.

05 How to request a return

Please contact us before sending an item back. This helps us identify your order, confirm the reason for return and provide the appropriate return instructions.

Please email sales@qualityautoservices.shop with the subject line “Return Request – Order [your order number]”.

We aim to acknowledge return enquiries within 2 working days. This is a customer-service target rather than a restriction on your legal rights. If a statutory deadline is approaching, send your cancellation notice clearly within the applicable period and retain a copy.

Do not send goods to the business address shown on this page unless we confirm that it is the correct return destination. The return address may differ from the business correspondence address.

06 Return postage and shipping costs

Change-of-mind returns

For a change-of-mind cancellation, you may be responsible for the direct cost of returning the goods where the law permits and you were properly informed of this before purchase. Please use a suitable tracked service for higher-value items and keep proof of postage.

Faulty, damaged or incorrectly supplied goods

If the return is due to a fault, transit damage, an incorrect item or another failure for which we are responsible, contact us before arranging return postage. We will explain the appropriate return arrangements and will not require you to bear costs that we are legally required to cover.

Original delivery cost

Our standard delivery is free, so there is no standard delivery charge to refund where you paid nothing for that service. If you paid for an optional premium delivery service, any refund of delivery costs will be handled in accordance with applicable law. For statutory cancellation, the refund generally includes the cost of the least expensive standard delivery option offered, where a delivery charge was paid.

Do not deduct return postage from a refund yourself unless we have agreed the arrangement or the deduction is otherwise lawful and properly explained.

07 Refund methods

Refunds will normally be made using the same payment method that you used for the original transaction. This may include the original debit card, credit card, digital wallet or other payment method accepted at checkout.

• Debit or credit card: the refund will normally be sent to the card used for payment.
• Digital wallet: the refund will normally be routed through the original wallet or linked payment method.
• Other payment provider: the refund will normally be processed through the original provider, subject to its procedures.

We will not substitute store credit, a voucher or another payment method for a refund that you are legally entitled to receive unless you expressly agree to that alternative.

If your original card has expired or been replaced, contact your card issuer or payment provider to confirm how the refund will be credited. Please tell us if the original payment method is no longer available so we can explain the appropriate next steps.

We do not charge a refund administration fee for processing an eligible refund. Any refund amount will be calculated in accordance with the original transaction and applicable law.

08 Refund processing times

The time required depends on the reason for the refund and the point at which the applicable refund period begins. The following table summarises the normal statutory framework for eligible UK consumer purchases.

When will the money appear in my account?

Once we have initiated a refund, your bank, card issuer or payment provider may need additional time to post it to your account. This additional processing time is outside our direct control and can vary by provider.

If you have not received the refund within 10 working days after we confirm that it has been processed, please first check your payment account and then contact us. We can confirm the processing status and provide available transaction details to help you follow up with your provider.

09 Refund amounts and deductions

Where a full refund is due, we will refund the amount required by the applicable contract and law. We will explain the calculation if any adjustment is legally permitted.

• For an eligible statutory cancellation, we will not apply an arbitrary cancellation or restocking fee.
• If goods have been handled beyond what is necessary to inspect them, a lawful deduction for diminished value may apply in eligible change-of-mind cases.
• Any deduction must be consistent with applicable law and the circumstances of the return.
• We will not use a diminished-value deduction to remove statutory remedies for faulty or misdescribed goods.
• Any paid delivery service or return cost will be treated according to the applicable terms and legal requirements.

If we believe an adjustment may apply, we will explain the reason and calculation. You may contact us if you disagree with the proposed amount.

10 Lost, delayed or damaged deliveries

If an order does not arrive, arrives damaged or contains the wrong item, contact us at sales@qualityautoservices.shop and include your order number.

For a damaged parcel, please provide photographs of the packaging, shipping label and product where available. For a missing parcel, please check the delivery address and any tracking updates, then let us know that the goods have not been received.

We will investigate the issue and explain the appropriate next steps. Depending on the circumstances and your legal rights, the resolution may include re-delivery, replacement or refund. We remain responsible for meeting our legal obligations as the seller.

Since standard delivery is free, there is no standard shipping fee to reimburse where none was charged. This does not affect any refund or other remedy you may be entitled to for goods not delivered as agreed.

11 Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, email us as soon as possible with your order number and a clear cancellation request. We will check the order status and confirm whether cancellation can be completed before dispatch.

Where we confirm cancellation and a refund is due, we aim to initiate it within 5 working days. The refund will normally be returned to the original payment method. The payment provider may take additional time to display the funds.

If the order has already been dispatched, we will explain the applicable return or cancellation process. A statutory cancellation right, where applicable, is not removed merely because the order has left our premises.

12 Legal exceptions and your rights

Some categories of goods may be exempt from the ordinary online change-of-mind cancellation right under specific legal conditions. The applicability of an exception depends on the product and circumstances, and will not be assumed solely because an item is an automotive part.

For example, legal exceptions can apply to certain goods made to the consumer’s specifications or clearly personalised, and to certain sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken. Any exception must be legally applicable and properly disclosed.

Nothing in this policy limits rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer protection legislation. If goods are faulty, not as described or not fit for purpose, your statutory rights remain in place.

If you are uncertain which rights apply to your order, contact us with the product details and a description of the issue. We will explain the return process relevant to your circumstances.

13 Contact us about a return or refund

For a return request, refund enquiry, faulty item report or cancellation, contact our customer service team. Please include your order number and the email address used at checkout.