Carmates Auto Parts LTD
Business name: Carmates Auto Parts
Business structure: Limited Company
Registered address: 250 Victoria Road, Leicester, LE5 0LF, United Kingdom
Email: carmatesautopart@gmail.com
1. Your Right to Cancel (Online Orders)
Under the UK Consumer Contracts Regulations, customers have the right to cancel most online purchases within 14 days of receiving the goods.
To exercise this right, you must notify us in writing via email within the 14-day cancellation period.
This right applies only to unused items in resalable condition (see Section 3).
2. Returns Window
- Customers must notify us of a return within 14 days of delivery.
- Items must be returned promptly after approval.
- Returns sent without prior contact may be refused.
3. Condition of Returned Items (Strict)
To qualify for a refund or exchange, items must:
- Be unused and uninstalled
- Be in original packaging
- Be in full resaleable condition
- Include all supplied parts and accessories
We will NOT accept returns if the item:
- Has been used
- Has been installed or attempted to be installed
- Is damaged by the customer
- Is missing original packaging
- Is not in resaleable condition
This is standard in the UK auto parts industry and protects against parts being “trial fitted.”
4. Non-Returnable Items
The following are non-returnable unless faulty:
- Special order or customer-requested parts
- Made-to-order items
- Electrical components (if opened/installed)
- Used parts sold with disclosed condition
- Any item specifically marked non-returnable at purchase
Special orders may incur additional charges and are typically non-refundable once ordered.
5. Return Shipping Costs
Change of Mind
- The customer is responsible for return postage.
- Original shipping costs are non-refundable (unless required by law).
Our Error or Faulty Goods
We will cover return costs if:
- The wrong item was supplied
- The item is faulty
- The item was damaged in transit
Do not return faulty items without contacting us first.
6. Faulty, Damaged, or Incorrect Items
Customers must report issues within 48 hours of delivery by email.
You must provide:
- Order number
- Clear photos of the issue
- Description of the problem
We may refuse claims reported unreasonably late where damage could have occurred after delivery.
Note: Your statutory rights under the UK Consumer Rights Act 2015 are not affected.
7. Refund Process
- Refunds are issued to the original payment method only
- We process refunds after inspection of returned goods
- Processing typically occurs within 5–10 working days of receiving the return
- Banks/payment providers may take additional time
We reserve the right to reduce refunds if the item shows signs of handling beyond what is necessary to inspect it.
8. Exchanges
Exchanges are available where:
- The item is returned in valid resaleable condition
- Stock is available
If the replacement item costs more, the customer must pay the difference.
9. Vehicle Compatibility Responsibility
It is the customer’s responsibility to ensure parts are correct for their vehicle before purchase.
If unsure, customers must contact our team for compatibility advice before ordering.
We are not responsible for returns where the wrong part was ordered without seeking prior confirmation.
10. Installation & Fitting Disclaimer
- We strongly recommend professional installation.
- We are not liable for damage caused by incorrect fitting or third-party installation.
- Warranty may be void where parts are improperly installed.
Carmates Auto Parts operates a separate garage service where customers may request fitting at additional cost. This is an optional, separate service agreement.
11. Used Parts
Used parts are sold as described and tested where possible.
Normal wear consistent with used condition is not considered a fault.