Exact Auto Parts – Refund and Exchange Policy
At Exact Auto Parts, we are committed to providing high-quality parts. If you are not entirely satisfied with your purchase, we’re here to help.
- Conditions for Refund or Exchange
We accept refunds and exchanges under the following conditions:
- Defective Products: If you receive a product with a defect, we will offer a refund or exchange.
- Incorrect Parts Shipped: If the parts delivered do not match your order, we will correct the issue by offering a replacement or refund.
- Unused Products: If you have changed your mind or no longer need the product, it can be returned as long as it is unused, in its original packaging, and for fluids, the seal must remain unbroken.
- Time Limit for Returns
- For non-defective, unused items, you have up to 60 days to return the product.
- For faulty or defective goods, the return request must be made within 14 days of receiving your order.
- Customer Responsibility for Product Selection
It is the customer’s responsibility to ensure the correct part is ordered for their vehicle. Exact Auto Parts provides detailed product descriptions and compatibility information to assist with this, but we encourage customers to verify compatibility before purchasing.
- Documentation Requirements
To process a return for a defective item, we require photographic evidence of the defect. The photo must include the product and the packaging it was received in to verify its condition upon arrival. This includes maintaining any packaging that contains hazardous materials like fluids or batteries.
- Inspection and Resale Condition
All returned goods will be inspected for condition and must be in a resalable condition to qualify for a refund. Goods that show signs of use, wear, or damage will not be refunded.
- Minimum Packaging Standards
Customers must ensure that returned items are packaged appropriately to avoid damage during transit. We recommend using the original packaging or similar sturdy packaging with sufficient padding to protect the product. Failure to use adequate packaging may result in partial or no refund if the goods are damaged in transit.
- Shipping Costs for Returns
- If the error is on our side (defective or incorrect products), Exact Auto Parts will cover the return shipping costs.
- If the error is on the customer’s side (incorrect order, change of mind), the customer is responsible for the return shipping costs.
Note: For products returned by courier, Exact Auto Parts is not responsible for damage or loss during transit. Products damaged during return shipping may result in partial or no refund, depending on the condition upon arrival.
- Refund Method and Timeframes
Refunds will be issued using the original payment method. For in-store returns, refunds will be processed immediately after inspection. For courier or postal returns, refunds will be processed within 14 days of receiving the product at our warehouse or proof of shipment, whichever comes first.
- Fraud Prevention Clause
Exact Auto Parts reserves the right to refuse returns or exchanges if abuse of the return policy is suspected. This includes cases of excessive or fraudulent returns.
- Policy on Price Adjustments
The value of a refund or return will be based on the purchase price at the time of the transaction. Sale prices apply only to items purchased during the promotional period. No retroactive price adjustments will be made.
- Lost or Missing Returns Clause
Exact Auto Parts is not responsible for lost or missing returns without proof of shipment. We recommend customers use a trackable and insured shipping service to ensure the safe return of items.
- Hazardous Materials Handling
For products like fluids and other hazardous materials, proper packaging is essential for safe returns. We advise customers to retain the original packaging for these products, especially for returns. If packaging is damaged, hazardous items like fluids should be disposed of responsibly and cannot be returned.
For specialist products, such as fluids or other hazardous items, a refund deduction may apply to cover any special return fees or regulations required for safe handling.
- Electrical and Complex Parts
For electrical or complex parts (such as sensors), special return conditions may apply. These products may require technical inspection or testing to verify their functionality before refunds or exchanges are processed. Refunds for these parts are subject to confirmation that the item has not been installed or otherwise used.
- Warranty Exclusions
Warranty claims for electrical parts and sensors will not cover wear and tear, improper use, or incorrect installation. Claims will only be honoured if the part is proven to have a manufacturing defect.
- Right to Cancel
For online orders, you have the right to cancel within 14 days without giving a reason, in accordance with UK Consumer Contracts Regulations. If you cancel your order, we will refund all payments, including the standard delivery costs, but not any premium shipping options.
To cancel, email us or use the cancellation form here.
16. Non-Returnable Items
The following items are non-returnable:
- Opened fluids or hazardous materials
- Used sensors or parts that are no longer in their original condition
- Installed or Fitted Parts
Once a product has been installed or fitted, it is considered to have been used, and is no longer eligible for return or refund, unless it is proven to be faulty. Installation goes beyond what is necessary for assessing the product’s nature and functionality.
- Exchange Option
We offer an exchange for incorrect items. This exchange must follow the same guidelines as returns: the product must be unused and in its original packaging.
- Environmental Responsibility
For items such as fluids or hazardous materials that cannot be returned, customers are responsible for disposing of these items in an environmentally safe manner, in compliance with local regulations. Exact Auto Parts is committed to environmental responsibility, and we encourage all customers to follow proper recycling or disposal methods.
- Data Protection
All personal data provided during the return or exchange process will be handled in accordance with GDPR and other applicable UK and EU data protection laws. Exact Auto Parts will not share your information with third parties except as necessary to process the return or comply with legal obligations.
- How to Request a Refund, Exchange, or Cancellation
You can request a refund, exchange, or cancellation by contacting our customer service team via:
- Email: info@exactautoparts.co.uk
- WhatsApp: 07553810742
- Live Chat: Available on our website during business hours
Our team will respond promptly to guide you through the return process.
- Compliance
This policy complies with all applicable UK and EU consumer protection laws, ensuring your rights as a customer are upheld.