One of the biggest challenges facing car care enthusiasts is deciding what products to buy, and from where. Why? Because the car care market is currently saturated with traders, all claiming their products are best for reasons x, y and z. We fall into this category too, and will proudly tell you that we rigorously test all of our products before adding them to our store. And that we use them professionally in our detailing studio. And that we are perfectly placed to offer you expert advice about how best to use them …
Let’s cut to the chase shall we? It doesn’t matter how good we think our products are (although we’re not going to stop telling you about them!). All that matters is how good you think our products are. You have challenged us to do more to win your confidence. You have told us that sometimes words and pictures are not enough. You have asked us to put our money where our mouth is and offer you a satisfaction-based guarantee. We’ve considered this and agreed. After all, if we don’t believe in our products, how can we expect you to?
In addition to our new satisfaction-based guarantee, there are a number of other important things we think you should know about our cancellations and returns policy. Why? Because it’s important that you know what to expect from us when you spend money in our store. No hidden surprises. No over promising and under achieving. We’d rather manage your expectations properly from the outset. Plus, we have to make sure we meet the requirements of distance selling legislation that protects your rights as a consumer.
Okay, let’s get started. Firstly, you need to know what to do if you change your mind. And it’s okay to change your mind you know. We all make rash purchases from time to time, and it’s an easy situation to remedy. If you decide you want to cancel your order before we have dispatched it, all you need to do is notify us by e-mail. We will then cancel your order and issue you with a full refund for the cost of the products and the original shipping charge.
If you decide to cancel your order after we have dispatched it, all you need to do is notify us by e-mail as soon as possible (and certainly no later than seven working days after the date of delivery). You must then return the products unused and at your own expense using an insured delivery service. You should obtain proof of posting in case of loss or damage en route to us. When we receive the products back we will cancel your order and issue you with a full refund for the cost of the products and the original shipping charge.
Your right to cancel your order will end seven working days after the date of delivery. However, if you are not satisfied with the performance of any product within thirty days of this date, you should contact us for assistance. We will go over the usage instructions with you and ask you to try using the product again. If this does not remedy your dissatisfaction, you may then return the product to us at your own expense for a full refund of the cost of the product. You should use an insured delivery service and obtain proof of posting in case of loss or damage en route to us.
What happens if a product subsequently develops a fault? The answer depends on whether or not the product came with a manufacturer’s warranty (indicated, where applicable, on the product description page). If so, we will provide assistance in the form of spares, repair or replacement for the duration of the warranty period. If not, we will provide similar assistance for up to six months from the date of purchase (three months for all wash mitts, microfibre products and machine polishing pads, which is deemed a reasonable life expectancy for such products). Misuse and normal wear and tear are not covered.
In all cases where a product develops a fault, you should notify us as soon as possible. You must then return the faulty item to us for inspection, initially at your own expense (we will refund you once we receive the product and confirm that it is faulty). You should use an insured delivery service and obtain proof of posting in case of loss or damage en route to us. When we receive the product we will inspect it and decide how best to assist you. In some cases we will fix the problem ourselves, but we reserve the right to involve the manufacturer directly if necessary. In all cases we will cover the return shipping cost.
If you have any questions or comments about the cancellation and returns information provided above, please do not hesitate to contact us. The above information is a rewritten extract from our formal terms and conditions.