Refund policy

Delivery & Returns

We want you to be confident when shopping with us. This page explains your rights and our terms for deliveries, returns, refunds, and exchanges.

Standard Returns (UK & International)

• You have 14 calendar days from receiving your order to notify us of a 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).
• Standard delivery costs are refundable; 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 a 50% deduction from the refund.

Special Order & Custom Goods

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

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 cover return shipping in these cases and issue a refund, repair, or replacement.
• If a parcel arrives visibly damaged, please sign for it as “damaged” (if possible) and notify us straight away.

Digital Products (Downloads, Codes, Software)

• Digital content (e.g., Bootmod3, XHP) is delivered via email or account access, typically within 24 hours. Some codes may take up to 1 business day to be issued.
• Once purchased, digital products are non-refundable, including during any waiting period for code issuance.
• Refunds are only offered if the product is faulty, inaccessible due to our error, or not as described.
• You are responsible for ensuring compatibility with your vehicle, hardware, and software. Refunds will not be issued if the product is supplied correctly but is incompatible due to buyer error.
• International customers agree to the same terms for digital products.

Exchanges

• To exchange an item, return it following 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 cover return shipping and send the replacement free of charge.

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 £50 deposit fee (if applicable).

Shipping (UK & International)

• In-stock items typically dispatch within 1–2 business days; some items may take up to 72 hours or longer during busy periods.
• Tracking will be provided once the order is shipped.
• Risk in goods passes to you when you (or a person you nominate) take physical possession, or when collected. If you use your own carrier, risk passes on handover.
• International customers are responsible for import duties, taxes, customs fees, and any consequences of refusal to pay such charges.
• We are not responsible for customs delays, clearance costs, or refusal of goods by international customs authorities.
• For full details, see our Shipping Policy.

International Returns

• Follow the same return timelines as UK customers.
• Return shipping, customs duties, taxes, and import fees are your responsibility unless the item is faulty or incorrect.
• Refunds are issued in GBP. Any currency conversion fees, bank charges, or international transaction costs are your responsibility.

Non-Returnable Items

• Digital downloads or codes
• 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

Additional Terms

• 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.
• Refused or undeliverable parcels: If a delivery is refused, unclaimed, or undeliverable due to incorrect address, the customer is responsible for return shipping and any applicable restocking fees.
• To start a return, visit our Contact Page with your full name, order number, and reason for return. Wait for authorisation and instructions before sending your item.