Refund policy

Refund & Returns Policy

At Vauxterations, we are committed to providing high-quality, tailored retrofitting products for your vehicle. We understand that sometimes you may need to return an item, and we aim to make this process as clear and straightforward as possible.

This policy outlines your rights and our procedures for returns and refunds, in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Your Right to Cancel ("Change of Mind")

If you change your mind and wish to return your product, you have 14 days from the date you receive your item(s) to notify us.

To be eligible for a return, the following conditions apply:

Condition of Goods: Products must be returned in the same condition you received them. They must not show any signs of installation, use, or wear beyond what was necessary to inspect them.

Inspection: All returned items will be inspected upon receipt. The value of your refund is dependent on the condition of the returned goods. We reserve the right to reduce the refund amount if the value of the product has been diminished by handling it in a way that would not be permitted in a shop.

Service & Programming Fee: As our products require specialist time to program and tailor them to a customer's specific vehicle, a service fee of 20% of the total product cost will be deducted from your refund for all "change of mind" returns. This fee covers the initial customisation service.

Return Shipping: You, the customer, are responsible for the cost of return postage for "change of mind" cancellations. We recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged in transit back to us.

Faulty, Damaged, or Incorrect Goods

We take great care in preparing and shipping our products. However, if you receive an item that is faulty, damaged, or not what you ordered, please contact us immediately.

Notification: Please notify us as soon as possible, providing your order number and a detailed description of the issue.

Your Rights: In line with the Consumer Rights Act 2015, if an item is faulty, you are entitled to a repair, replacement, or a full refund.

No Fee: The 20% service fee does not apply to faulty items. You will receive a 100% refund or a replacement.

Return Shipping: We will provide you with a pre-paid shipping label to return the faulty or incorrect item(s) to us at no cost to you.

How to Initiate a Return

To start the return process, please follow these steps:

Contact Us: Get in touch within the 14-day notification period via one of the following methods:
- Email: contact@vauxterations.co.uk
- Phone or Contact Form: via our website
- Facebook: through the Vauxterations page
Provide Details: Please provide your Order Number and the reason for the return. For faulty items, please provide as much detail about the fault as possible.
Await Instructions: We will respond with instructions on how to proceed and the address to send your return to.

Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.