Refund policy

We follow UK consumer protection law. This policy covers buying in person and online, custom products and our services.

Bookings for our services take a non-refundable deposit. It's 25% of the labour when you book online, or the amount shown on your invoice.
The deposit covers the time and parts we reserve for your booking, so it isn't refunded if you cancel.
We refund it if the mistake is ours, or as set out in the terms for your service, which are linked on its page.

You're entitled to a refund, repair or replacement only if an item is faulty, not as described or unfit for purpose. Report a fault within a reasonable time, normally 30 days for a full refund. After 30 days, we may offer a repair or replacement instead.
At our discretion, we may offer a goodwill return or exchange within 14 days. The item must be unused, in its original packaging, with proof of purchase.

You can cancel within 14 days of receiving your goods. Once you've told us, you have a further 14 days to return them.
You may examine the goods as you would in a shop. Powering, using, assembling or fitting them goes beyond that. If goods come back in a reduced condition, we may deduct the loss in value from your refund.
We refund within 5 days of receiving the goods, including the standard delivery charge. If you chose a faster delivery, we refund the standard cost only.
You pay return postage, unless the goods are faulty, not as described or defective. Return them in their original or equally secure packaging.

Products made to your specification or personalised for you can't be cancelled or refunded, as the law allows, unless they're faulty, not as described or unfit for purpose. That covers anything made to order from your choices (colour, size, components or design), items altered to your specification, or anything made from designs or ideas you've given us.
Once work has started, the order can't be cancelled, because the product is made for you and can't be resold.
If it doesn't match the specification agreed with you, for example wrong measurements, wrong material or design errors, you're entitled to a repair, replacement or refund.
You're responsible for giving us accurate measurements, designs and instructions. Errors caused by information you give us aren't covered.

A service booked online or by phone can be cancelled within 14 days of ordering, unless it has been completed with your agreement. If you asked us to start within the 14 days, we charge for the work done up to cancellation, and refund the rest less the deposit.
Bespoke work can't be cancelled once started, unless we fail to meet our obligations.
If a service isn't carried out with reasonable care and skill, or doesn't match its description or agreed specification, tell us straight away. We'll put it right, which may mean repeating the work or a partial or full refund.

In person: bring the item and your proof of purchase.
Online: request a return from your account at account.keepyourcarsafe.co.uk.
Anything else, or a problem with a service: WhatsApp us on 0121 295 1900, our preferred way to reach us. You can also call or email hello@keepyourcarsafe.co.uk.
Returns address: Keep Your Car Safe - KYCS, Unit 20, Fountain Business Park, Fountain Lane, Oldbury, West Midlands B69 3FH, United Kingdom.
Use a tracked or insured service, as we can't be responsible for parcels lost in transit.

This policy doesn't affect your statutory rights under UK consumer law.