Last updated: 07/09/2025

We want you to be confident when shopping with us. This page explains your rights and our terms for deliveries, returns, refunds, exchanges, and digital products. It applies to UK and international customers.

1. Standard Returns (UK & International)

• Notify us within 14 calendar days of receiving your order if you wish to return.
• Once approved, you have a further 14 days to send the goods back.
• Items must be unused, uninstalled, and in original packaging, with proof of purchase.
• Refunds are processed to your original payment method within 14 days of receiving goods (or proof of postage).

Note: Standard delivery costs will be refunded; upgraded shipping (e.g., next-day) is non-refundable. You are responsible for return postage unless the item is faulty, damaged, or incorrect. Used, installed, or damaged goods beyond reasonable inspection may incur up to 50% deduction from the refund.

2. Special Order & Custom Goods

• Special-order parts must be returned within 7 days (if non-faulty) and may incur up to a 50% restocking fee, depending on supplier terms.
• Custom-made or made-to-order goods are non-returnable unless faulty or not as described.
• Faulty or incorrect items may be returned within 30 days for refund, repair, or replacement.
• Customers are responsible for providing accurate specifications; we are not liable for errors due to incorrect information.

3. Damaged, Faulty, or Incorrect Items

• All products are inspected before dispatch.
• If your order arrives damaged, faulty, or incorrect:
• Contact us immediately with clear photos of the product and packaging.
• We will cover return shipping costs and issue a refund, repair, or replacement.
• If a parcel arrives visibly damaged, sign as “damaged” (if possible) and notify us straight away.

4. Non-Returnable Items

• Digital downloads, codes, or software
• Custom-made, made-to-order, or special-order goods
• Personalised products
• Pre-orders not yet fulfilled
• Gift cards
• Used, installed, or modified items
• Hazardous materials, flammable liquids, or gases
• Services such as painting, ceramic coatings, or extended warranties

5. Exchanges

• To exchange an item, return it via the standard process and place a new order for the replacement.
• Customers are responsible for return and new delivery costs.
• If the exchange is due to a faulty or incorrect item, we will cover return shipping and send the replacement free of charge.

6. Installation at D&C Prestige

• Cancellations or changes made less than 48 hours before your installation appointment will forfeit your fitting deposit.
• If you cancel and request a product refund, a 15% restocking fee applies, along with the deposit fee (if applicable).

7. Shipping & International Deliveries

• In-stock items typically dispatch within 1–2 business days; some items may take up to 72 hours or longer during busy periods.
• Tracking information will be provided once the order is shipped.
• International customers are responsible for customs duties, taxes, and import fees unless the item is faulty or incorrect.
• Refunds for international returns are issued in GBP. Currency conversion fees, bank charges, and international transaction costs are the customer’s responsibility.
• We are not liable for customs delays, clearance costs, or refusal of goods by customs authorities.

For full details, see our Shipping Policy.

8. Digital Products (Downloads, Codes, Software)

• Digital content (e.g., Bootmod3, XHP) is typically delivered immediately or within 24 hours via email or account access.
• By purchasing, you agree that delivery is deemed to have started once payment is made, and you waive your right to cancel under the 14-day cooling-off period allowed by UK law.
• Refunds are only provided if the product is faulty, inaccessible due to our error, or not as described.
• You are responsible for ensuring compatibility with your vehicle, hardware, or software; refunds are not offered if supplied correctly but incompatible due to buyer error.
• International customers agree to the same terms.

9. How to Start a Return

1. Visit our Contact Page and provide your full name, order number, and reason for return.
2. Wait for return authorisation and instructions before sending your item.
3. Once received and inspected, we’ll notify you of approval or rejection of your refund.

Proof of return: Customers must retain proof of postage for all returns. Tracked and insured services are strongly recommended.

Refund method: Refunds are issued only to the original payment method used for the purchase. We cannot refund to alternative cards, accounts, or payment services.

Refused or undeliverable parcels: If a delivery is refused, unclaimed, or undeliverable due to incorrect address details provided, the customer will be responsible for return shipping costs and any applicable restocking fees.