Refunds & Return Policy

Our prices
All our prices can be assumed to be correct at the time of order; they include VAT.

Postage and packing
We can deliver anywhere in the UK, and will be as flexible as we can be with the delivery arrangements.  We use reputable delivery companies for nationwide deliveries and our delivery price is for their 2-3 day service.  If you need delivery sooner or a timed delivery please contact us and we will provide further options.  For delivery within 20 miles of Peterborough we can personally deliver the same day, subject to our working schedule at the time of order.  The final option is to collect from our premises in Peterborough (by appointment only).  We will happily fit the box and fitting kits to your car free of charge if this option is taken up.

Our “30 day” exchange scheme
As you will probably be buying “sight unseen” we provide an exchange scheme on certain products which lasts for 30 days from the date of purchase – valid for one exchange only. If you decide after using a product that you’d rather have something else (e.g. a ‘long large narrow’ box instead of a ‘large wide’ box, we will exchange it for you. We charge in full for the replacement item, including the appropriate postage charge and also charge for any packaging needed for the return of the original.  We will, however, pick up the return postage cost for the original.  When the original arrives back here we will refund in full as long as it is in ‘as new’ condition, fair wear and tear accepted.  If you would like to take advantage of our exchange scheme the please contact us, details are on our contact page on our website.
Note:  The exchange scheme only covers roof boxes, tow bar bike carriers and roof mounting bike carriers.
A note on roof bars and fitting kits: Roof bars and fitting kits are not covered by the exchange scheme in full but if you have ordered equipment that will not fit your car then we will exchange for the correct kit but you will be required to pay the return postage.  It’s easy to purchase the wrong kit for your car, e.g. by ordering kit for a car with roof rails when your car doesn’t have roof rails, so we highly recommend calling or emailing us before purchase so we can supply you with the correct fitting kits.  We have many years experience of fitting kits and bars to cars so we will be able to help.  Of course, if we then provide you will the wrong kit we will pick up the return freight costs.

Ordering goods
You can currently order online only or in person at our premises.  In the future will have the facility to take telephone orders of which further details will be provided shortly.

Payment by credit card, debit card, PayPal
We accept all major credit cards and debit cards on our website. All card holders are subject to validation checks and authorisation by their card issuer. We cannot be held responsible for the consequences of any delay in delivery, or non-delivery, resulting from any refusal by a card issuer to authorise a payment. You can also use PayPal.

We try to be as flexible as possible with delivery arrangements. Delivery can be made to an alternative address. We will plan the despatch so that the goods should arrive on the day agreed with you at the time of ordering.  No retailer or courier company can ever “guarantee” a Next Working Day delivery. All courier companies occasionally have the same transport problems as can happen to everyone else, including snow blocked roads, closed roads, traffic jams, mechanical breakdown, an inability to find the delivery address, or to gain access to it if, for example, it’s in a block of flats. We work with some of the best couriers in the business, and overall they provide an outstanding service.  Please note that we cannot be held responsible for the consequences of any delay caused by the failure of our contracted couriers to fulfil their obligations, although we will always do all that is reasonable to provide the goods by the time required. Please also note that the percentage of delayed deliveries is very small, and the percentage of items lost in transit is all but non-existent.

Right to cancel
If you decide to cancel your order, and do not wish to use our exchange scheme – in other words you just change your mind, then you must let us know within 14 calendar days of receiving the order.  We will require the goods to be received at our Peterborough premises within 7 days of this cancellation instruction. The goods must also (1) be unused and (2) be in their original packaging so they are resalable as new. With regards roof boxes, we can arrange the collection and will always deduct a minimum of £35 and a maximum of £70 (e.g. Highland postcodes) as a contribution towards the return postage costs and our admin. For all other orders you will need to return the goods to us at your cost.  If we have made a mistake, e.g. we have sent the wrong components and there is no time to correct the error, then of course we will collect the goods and refund you in full, including postage charges.

Overseas orders
We do not currently offer overseas delivery.

Faulty goods
If you purchase a product from us which is found to be faulty, please phone or e-mail and we will attend to the problem without delay. Problems with products that have been sold by us and are under guarantee should be referred to us in the first instance. We can supply proof of purchase if required for guarantee claims.

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