Refund policy
We are committed to complying with UK consumer protection laws and ensuring your shopping experience with us is as smooth as possible. Below, we outline our return policy, covering in-store and online purchases, including custom products, services, and custom services.
In-Store Purchases
1. Returns and Refunds:
• If you purchase an item in-store, you are not legally entitled to a refund or exchange unless the item is faulty, not as described, or unfit for purpose.
• However, at our discretion, we may offer a goodwill return or exchange within 14 days of purchase. Items must be returned unused, in their original packaging, and accompanied by proof of purchase.
2. Faulty Goods:
• If an item you purchased in-store is faulty, not as described, or unfit for purpose, you are entitled to a full refund, repair, or replacement.
• Faults must be reported within a reasonable time frame (typically 30 days for a full refund). After 30 days, we may offer a repair or replacement instead.
Online Purchases (Distance Selling Regulations)
1. Your Right to Cancel Explained:
• The right to cancel is designed to replicate the experience of viewing a product in-store. This means you can examine the goods to determine if they are suitable and as described, just as you would handle or view an item on display in a shop.
• To cancel your order, you must inform us within 14 days of receiving the goods.
• Once you notify us of your decision to cancel, you have an additional 14 days to return the goods.
2. Refund Process:
• Once we receive the returned goods, we will process your refund within 5 days. This includes the cost of the item(s) and the outgoing standard delivery charges only.
• If you opted for enhanced delivery (e.g., express shipping), we will only refund the cost of standard delivery.
3. Condition of Returned Goods:
• The right to cancel gives you the opportunity to inspect the goods, but this does not cover use, installation, or activation. For example:
• Powering on or using electrical items is not permitted, as it goes beyond what you could reasonably do in-store.
• Using items that require assembly is not covered under the cancellation rights.
• If goods are returned in a diminished condition due to handling beyond what is necessary to inspect them, we may deduct an appropriate amount from your refund to cover the reduced value.
4. Exceptions to the Right to Cancel:
• Certain items and services are not eligible for cancellation. These include:
• Perishable goods, such as food or flowers.
• Customised or personalised products.
• Sealed goods that cannot be returned once opened due to health or hygiene reasons (e.g., cosmetics or sealed headphones).
5. Your Responsibilities When Cancelling:
• You are responsible for the cost of returning the goods, unless they are faulty, not as described, or otherwise defective.
• Goods must be returned in their original packaging or equivalent secure packaging to ensure they arrive in a resalable condition.
• We recommend using a tracked or insured return service, as we cannot be held responsible for goods lost in transit.
Custom Products
1. Non-Refundable Nature of Custom Products:
• Custom products are items made specifically to your individual specifications or clearly personalised to meet your unique requirements.
• Products created using designs, concepts, or visions you have provided.
• Government guidance explicitly states that customers do not have the right to cancel or request a refund for such items unless there is a defect or issue with the product that breaches consumer law (e.g., it is faulty or not as described).
2. Examples of What Constitutes a Custom Product:
• Any item made to order based on your choices, such as colour, size, components, or design.
• Items altered or adapted from their original form to meet your specifications.
• Unique products created specifically for you that cannot reasonably be resold to others.
3. Exceptions to the Non-Refundable Rule:
• If the custom product is found to be faulty, not as described, or unfit for purpose, you are entitled to a remedy under your statutory rights.
• This may include a repair, replacement, or refund, depending on the nature of the fault.
• If the product does not meet the agreed-upon specifications provided by you (e.g., incorrect measurements, wrong material, or design errors), you are also entitled to a remedy.
4. Order Cancellation:
• Once work has begun on a custom product, the order cannot be cancelled.
• If you change your mind after placing an order for a custom product, we may not be able to stop production or refund you for the item. This is because custom products are created specifically for you and cannot be reused or resold.
5. Your Responsibilities:
• When ordering a custom product, it is your responsibility to provide accurate and complete information, including any measurements, designs, or specific instructions.
• Any errors resulting from inaccurate information provided by you will not be eligible for a refund or replacement.
Services
1. Cancellation Rights for Services:
• For services booked online or by phone, you have the right to cancel within 14 days of placing your order, unless the service has already been fully performed (completed) with your prior agreement.
• If you agree for the service to start during the cancellation period, you may still cancel but will be charged for the portion of the service already provided up to the point of cancellation.
2. Refunds for Services:
• If you cancel a service within the applicable time frame, we will refund the portion of the service not yet provided.
3. Faulty Services:
• If a service is not provided with reasonable care and skill, or does not match its description, you are entitled to a remedy, which may include repeating the service, a partial refund, or a full refund depending on the circumstances.
Custom Services
1. Cancellation and Refunds:
• Custom services (e.g., tailored or bespoke work) cannot be cancelled once work has begun unless we fail to meet our obligations under the contract.
• If the custom service is not provided with reasonable care and skill, or does not match the agreed-upon specifications, you are entitled to a remedy, including repeating the service or a partial refund.
2. Faulty Custom Services:
• If a fault is identified with a custom service, please notify us immediately so we can rectify the issue.
How to Return Items or Report Issues
• For in-store returns: Bring the item(s) and proof of purchase to the store.
• For online returns or service issues: Contact us via [email/phone number] to arrange a return or report any problems.
Address for Returns:
Keep Your Car Safe - KYCS
Unit 20
Fountain Business Park
Fountain Lane
Oldbury
West Midlands
B69 3FH
United Kingdom
We recommend using a tracked or insured service for returned items, as we cannot be responsible for items lost in transit.
Contact Us
If you have any questions or need assistance with your return, please contact us.
This policy does not affect your statutory rights under UK consumer law.