01 Your Statutory Rights

Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, and goods supplied must be of satisfactory quality, fit for purpose and as described. If our work or parts fall short of these standards, you may be entitled to a repair, replacement, price reduction or refund as appropriate. Nothing in this policy reduces or removes these rights.

02 Repairs & Servicing

• If a repair we have carried out proves faulty due to our workmanship within the guarantee period, we will re-inspect the Vehicle and, where the fault is attributable to us, put it right at no further cost.
• Where a repeat fault cannot be satisfactorily remedied, we will discuss a fair resolution, which may include a partial or full refund of the relevant labour charge.
• Refunds do not apply where a new or unrelated fault has developed, where the issue arises from a part you supplied, or where the Vehicle has been misused, modified or worked on by a third party after our work.

03 Parts & Products

• Faulty parts will be repaired or replaced, or refunded, in line with the manufacturer's warranty and your statutory rights.
• Parts that have been fitted and used cannot normally be returned for a refund unless they are found to be faulty.
• Parts specially ordered for your Vehicle are non-refundable once ordered, unless they are faulty or were supplied in error.
• Any unused, unfitted item must be returned in its original, undamaged packaging to be considered for a refund.

04 Deposits

Deposits taken to secure a booking or to order parts are applied against your final invoice. Where parts have already been ordered or specially obtained, the portion of a deposit covering those parts may be non-refundable. Where no parts have been ordered and work has not begun, deposits will be refunded in full.

05 Cancellations

• Before work begins and no parts ordered: you may cancel and receive a full refund of any amount paid.
• After parts are ordered or work has commenced: reasonable costs incurred up to the point of cancellation may be deducted, with any balance refunded.
• Completed work: once Services are completed and the Vehicle released, charges are payable in full and are not refundable except where the work is found to be defective.

06 Vehicle Purchases & Sales

Where you have sold a Vehicle to us, the transaction is final once payment has been made and ownership transferred, save where it later emerges that the information you provided was materially inaccurate. Where you have purchased a Vehicle from us, any refund or return rights will be set out in the specific sale documentation and your statutory rights, given the nature of the goods.

07 How To Request A Refund

To request a refund or raise a concern, please contact us as soon as possible, quoting your name, the Vehicle registration, the date of the work or purchase, and a description of the issue. The more detail you can provide, the more quickly we can investigate.

We may need to inspect the Vehicle, part or product before a refund can be agreed. Please keep the item and any related paperwork or invoices available.

08 How Refunds Are Paid

Approved refunds are issued by the original payment method — cash or bank transfer (BACS) — wherever possible. We aim to process agreed refunds promptly, typically within 14 days of agreement, once any inspection is complete.

09 Exclusions

Refunds will not normally be available where a fault results from fair wear and tear, accidental damage, misuse or neglect, where parts supplied by you have failed, where the Vehicle has been altered or repaired elsewhere after our work, or where you simply change your mind about completed, satisfactory work.

10 Complaints & Resolution

We are committed to resolving any issue fairly and quickly. If you are unhappy with a decision regarding a refund, please let us know and we will review the matter again. This does not affect your right to pursue your statutory remedies.