Legal Information

Return and Refund Policy

We want customers to be satisfied with their purchase. This policy explains how returns, cancellations and reported faulty goods are handled.

Nothing in this policy affects your statutory rights.

1. Change-of-Mind Returns

If you are a consumer purchasing online, you normally have the right to cancel your order within 14 days after the day you receive the goods.

Once you have notified us of your decision to cancel, you normally have a further 14 days to return the goods.

Please contact us before returning an item so that the appropriate return arrangements can be provided.

Returned goods should be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning.

2. Condition of Returned Parts

Customers should check that the part supplied is correct and suitable for their vehicle before installation or use.

Where there is any uncertainty regarding compatibility, we strongly recommend checking the OEM part number and/or providing the vehicle's full VIN before installation.

Parts should not be installed, fitted, connected, programmed, coded, calibrated, filled with fluids or otherwise used merely to determine whether they are the correct part.

Parts that have been fitted or used may no longer be capable of being resold as new. Customers are therefore strongly advised not to fit or use a part if they intend to return it because they have changed their mind or ordered the incorrect item.

Where goods have been handled or used beyond what is reasonably necessary to establish their nature, characteristics and functioning, we reserve the right to make an appropriate deduction from the refund for any resulting reduction in value, to the extent permitted by applicable law.

Where packaging needs to be opened, please open it carefully and retain all original OEM packaging, labels, seals and accessories. Please do not write on, tape, label or unnecessarily damage original manufacturer packaging.

Fitting, installing or using a part does not remove the customer's statutory rights where the goods are genuinely faulty, damaged, misdescribed or otherwise do not conform to the contract.

3. Incorrectly Ordered Parts

Where the correct item has been supplied in accordance with the customer's order but the customer has ordered the wrong component, the return will normally be treated as a change-of-mind return rather than a faulty-goods claim.

We strongly recommend checking the OEM part number and/or providing the vehicle VIN before ordering where there is any uncertainty.

Compatibility information generally assumes that the vehicle remains in its original factory specification. Modified, converted or previously repaired vehicles may contain components different from those shown in manufacturer catalogue information.

4. Return Postage – Change-of-Mind Returns

For change-of-mind returns, the customer is responsible for the direct cost of returning the goods where permitted by law, unless we agree otherwise.

Goods must be securely packaged and customers should use an appropriate delivery service for the value and nature of the item.

We recommend retaining proof of postage until the return has been completed.

5. Reporting a Fault

If you believe that a supplied part is faulty, please contact us before returning it.

To assist us in assessing the reported problem, we may reasonably request information including:

• order details;

• vehicle VIN;

• current vehicle mileage;

• approximate mileage covered since installation;

• a description of the reported fault;

• diagnostic trouble codes;

• relevant diagnostic readings or test results;

• photographs or videos;

• installation details;

• details of who installed the component; and/or

• where reasonably necessary, an appropriate professional diagnostic report.

We may request additional reasonable information where it is relevant to determining the cause of the reported problem.

Providing information regarding a reported fault, or our acceptance of a part for inspection, does not itself constitute confirmation that the supplied part is defective.

6. Electrical and Electronic Components

Electrical and electronic components, including sensors, switches, modules and control units, may be affected by faults elsewhere in the vehicle.

A diagnostic trouble code referring to a particular component does not necessarily establish that the component itself is defective.

Wiring faults, damaged connectors, incorrect electrical supply, contamination, incorrect installation, faults in related components, programming or calibration issues and other vehicle-related problems may produce similar symptoms.

Where an electrical or electronic component is reported as faulty following installation, we may reasonably request appropriate diagnostic evidence before determining the next step.

Certain components may also require specialist programming, coding, calibration, adaptation or relearning procedures in accordance with the vehicle manufacturer's requirements.

7. Installation

Due to the technical nature of automotive repairs, parts should be installed by a suitably qualified professional automotive technician or repairer and in accordance with applicable vehicle manufacturer procedures and specifications.

Where the cause of a reported failure may reasonably depend upon installation, we may request evidence relating to the installation and diagnostic process.

Where professional installation is required by the manufacturer or is reasonably necessary for the particular component, evidence of such installation may be requested as part of the assessment.

Faults or damage caused by incorrect installation, improper fitting, failure to follow manufacturer procedures, misuse, modification, contamination, incorrect electrical supply or another external cause unrelated to an inherent defect in the supplied goods are not product defects.

8. Inspection and Testing of Reported Faults

Where reasonably necessary to assess a reported fault, we may require the component to be returned for inspection, testing or technical assessment before determining the appropriate remedy.

At our discretion, we may instruct the customer to return the component to us or directly to our supplier, the manufacturer, an authorised dealer or an appropriate independent specialist or inspection facility designated by us.

Where a component is returned directly to a third party at our instruction, that inspection forms part of our assessment of the customer's claim. The customer's statutory rights against Genuine OEM Car Parts UK Limited remain unaffected.

We may take into account the findings of technical inspections, testing, diagnostic reports and other relevant evidence when determining the cause of the reported fault and the appropriate remedy.

Acceptance of a returned component for inspection or testing does not constitute an admission that the component is defective or that a particular remedy is due.

Where inspection or other relevant evidence establishes that the reported problem resulted from incorrect installation, misuse, modification, contamination, external damage, incorrect electrical supply, a fault elsewhere in the vehicle or another cause unrelated to an inherent defect or lack of conformity in the supplied goods, the customer may not be entitled to a remedy in respect of that problem.

9. Return Postage – Reported Fault

Where a component is reported as faulty and a return is reasonably required for technical inspection or testing, we may ask the customer to arrange and initially pay the cost of returning the component to the return address or inspection facility designated by us.

If the assessment establishes that the goods are faulty or otherwise did not conform to the contract and the customer is entitled to a statutory remedy, we will reimburse reasonable and necessary return postage costs in accordance with applicable consumer law.

Customers should use an appropriate and reasonably priced tracked delivery service and retain proof of postage and evidence of the amount paid.

Where inspection establishes that the reported problem was not caused by a defect or lack of conformity in the supplied goods, return postage or inspection-related costs may remain the customer's responsibility where permitted by applicable law.

Where applicable consumer law requires us to arrange or bear the necessary return costs directly, we will do so.

10. Manufacturer and Supplier Warranty

Some parts may also be covered by a manufacturer or supplier warranty. Any such warranty is provided in addition to the customer's statutory rights.

Manufacturer or supplier warranty procedures may require information or evidence including proof of purchase, VIN, vehicle mileage, diagnostic results, installation details, a qualified installer's report or return of the component for testing.

Where appropriate, we may provide instructions for a component to be inspected by the manufacturer, supplier, authorised dealer or another designated facility.

A manufacturer or supplier may decline a warranty claim where examination establishes that the failure resulted from incorrect installation, misuse, modification, contamination, external damage or another cause not attributable to a manufacturing defect.

Manufacturer or supplier warranty procedures do not remove or restrict any separate statutory rights a consumer may have against Genuine OEM Car Parts UK Limited as the retailer.

11. Original Delivery Charges

Where a consumer exercises their statutory right to cancel an online order, we will refund the applicable standard delivery charge in accordance with applicable consumer law.

Where the customer selected a more expensive delivery service than our standard delivery option, any additional premium delivery cost may not be refundable to the extent permitted by law.

12. Refunds

Where a change-of-mind refund is due, it will normally be processed within 14 days of receiving the returned goods or receiving appropriate evidence that they have been returned, as applicable.

Refunds will normally be made using the original payment method or, for marketplace transactions, through the applicable marketplace refund procedure.

Statutory remedies for faulty, misdescribed or otherwise non-conforming goods will be provided in accordance with applicable UK consumer law.

13. Labour, Diagnostic and Other Costs

The purchase of a part does not automatically include installation, removal, diagnostic, recovery, vehicle hire, loss-of-use or other associated costs.

Any claim for additional losses or costs will be considered according to the individual circumstances and applicable law.

Customers should take reasonable steps to minimise avoidable losses after becoming aware of a potential fault.

14. Contacting Us

If you wish to request a return, report a fault or raise a complaint, please contact Genuine OEM Car Parts UK Limited using the contact details provided on our website or, where the purchase was made through a marketplace, through the messaging system associated with the order.

Please do not return a reported faulty component without first contacting us, as technical assessment may need to be carried out at a different address.

Terms and Conditions of Sale

These Terms and Conditions apply to goods sold by Genuine OEM Car Parts UK Limited (“we”, “us”, “our”).

By purchasing an item from us, you agree to these Terms and Conditions. Nothing in these Terms and Conditions excludes or restricts any statutory rights available to consumers under applicable UK consumer law, including the Consumer Rights Act 2015.

1. The Contract Between Us

Your order constitutes an offer to purchase goods from us.

A contract is formed when we accept your order and the goods are dispatched or otherwise confirmed as accepted by us.

We reserve the right to cancel an order before dispatch where, for example, an item is unavailable, there is an obvious pricing or listing error, payment cannot be processed, or we are unable to fulfil the order.

2. Product Information

We take reasonable care to ensure that our listings, descriptions, photographs and part numbers are accurate.

Unless otherwise stated, parts described as genuine OEM are genuine Original Equipment Manufacturer parts sourced through our established supply chain.

OEM packaging, labels, markings, country of manufacture and the appearance of individual components may vary over time. Not every genuine component necessarily carries the vehicle manufacturer's branding or part number directly on the component.

Where applicable, we retain purchasing documentation relating to the origin and supply of our stock.

3. Vehicle Compatibility and VIN Checks

Vehicle compatibility information provided in listings, compatibility tables or messages is intended to assist customers in identifying the correct part.

Automotive manufacturers may use different components within the same model, engine, production year or specification.

Where compatibility is uncertain, customers are strongly encouraged to provide the vehicle's full VIN before ordering.

Where we provide compatibility information based on a VIN, this information is given according to the manufacturer catalogue and information reasonably available to us at the time.

Customers remain responsible for ensuring that the part ordered corresponds with the component required for their particular repair where compatibility has not been expressly confirmed by us, especially where the vehicle has been modified, previously repaired, fitted with non-standard components or is otherwise different from its original factory specification.

4. Installation of Automotive Parts

Due to the technical nature of automotive repairs, all parts should be installed by a suitably qualified professional automotive technician or repairer, in accordance with the vehicle manufacturer's procedures and specifications.

Where a fault is reported following installation, we may reasonably request evidence of correct installation and/or appropriate diagnostic evidence where this is relevant to determining the cause of the reported fault.

We will not be responsible for faults, damage or premature failure caused by incorrect installation, improper fitting, failure to follow manufacturer procedures, misuse, modification, contamination, incorrect electrical supply, external causes or other circumstances unrelated to an inherent defect in the goods.

Where professional installation is required by the manufacturer or is reasonably necessary for the particular component, evidence of such installation may be requested as part of the assessment of a reported fault.

5. Electrical and Electronic Components

Electrical and electronic components, including sensors, switches, modules, control units and similar items, may be affected by faults elsewhere in the vehicle.

A diagnostic trouble code referring to a particular component does not necessarily establish that the component itself is defective.

Where an electrical or electronic component is reported as faulty after installation, we may reasonably request relevant diagnostic information before determining the appropriate next step.

This may include diagnostic trouble codes, live data, photographs, videos, test results, vehicle VIN and mileage, installation details and/or a written diagnostic report from a suitably qualified automotive technician, auto electrician or repairer.

6. Manufacturer and Supplier Warranty

Where a part is covered by a manufacturer or supplier warranty, any such warranty is provided in addition to the customer's statutory rights.

Manufacturer and supplier warranty claims may be subject to their applicable assessment procedures.

Depending on the manufacturer, supplier and type of component, these procedures may require:

• proof of purchase;

• vehicle VIN and mileage;

• photographs or video evidence;

• diagnostic results or fault codes;

• details of installation;

• a qualified or certified installer's report;

• evidence of professional installation where required by the applicable warranty; and/or

• return of the component for inspection or testing.

Where the applicable manufacturer or supplier warranty requires professional installation or a qualified installer's report, customers wishing to make a claim under that warranty may be required to provide the relevant evidence.

The manufacturer or supplier may require the part to be returned for testing before determining whether a manufacturing defect exists.

A manufacturer or supplier warranty claim may be declined where examination establishes that the failure resulted from incorrect installation, misuse, modification, contamination, external damage or another cause not attributable to a manufacturing defect.

These warranty procedures do not remove or restrict any separate statutory rights a consumer may have against us as the retailer.

7. Reporting a Fault

If you believe that a supplied part is faulty, please contact us as soon as reasonably possible with:

• your order details;

• vehicle VIN;

• current vehicle mileage;

• approximate mileage covered since installation;

• description of the reported fault;

• relevant diagnostic trouble codes or test results;

• photographs or videos where available; and

• details of who installed the component.

We may request further reasonable information where necessary to understand or assess the reported problem.

Providing information regarding a reported fault does not itself constitute acceptance that the supplied part is defective.

8. Inspection and Testing of Reported Faults

Where reasonably necessary to assess a reported fault, we may require the component to be returned for inspection, testing or technical assessment before determining the appropriate remedy.

At our discretion, we may instruct the customer to return the component to us or directly to our supplier, the manufacturer, an authorised dealer or an appropriate independent specialist or inspection facility designated by us.

Where a component is returned directly to a third party at our instruction, that inspection forms part of our assessment of the customer's claim. The customer's statutory rights against Genuine OEM Car Parts UK Limited remain unaffected.

We may take into account the findings of any technical inspection, testing, diagnostic report or other relevant evidence when determining the cause of the reported fault and the appropriate remedy.

Acceptance of a returned component for inspection or testing does not constitute an admission that the component is defective or that a particular remedy is due.

Where inspection or other relevant evidence establishes that the reported problem resulted from incorrect installation, misuse, modification, contamination, external damage, incorrect electrical supply, incompatibility caused by vehicle modification, a fault elsewhere in the vehicle or another cause unrelated to an inherent defect or lack of conformity in the goods, the customer may not be entitled to a remedy in respect of that problem.

9. Faulty Goods and Consumer Rights

Goods supplied to consumers must be as described, of satisfactory quality and fit for any particular purpose made known to us where applicable.

Consumers have statutory remedies where goods do not conform to the contract. These rights are governed by the Consumer Rights Act 2015 and cannot be excluded by these Terms and Conditions.

Depending on the circumstances and the time elapsed since delivery, statutory remedies may include repair, replacement, price reduction or rejection of the goods and refund.

Where repair or replacement is impossible, unavailable or otherwise not an appropriate remedy under applicable consumer law, another statutory remedy may apply.

Nothing in these Terms and Conditions is intended to replace, reduce or restrict those rights.

10. Change-of-Mind Returns

For consumer purchases made at a distance, customers may have a statutory right to cancel the purchase within the applicable cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please contact us within the applicable cancellation period if you wish to exercise this right.

Returned goods should be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning.

Customers should take reasonable care of goods while they are in their possession and return them, where reasonably possible, with their original packaging and accessories.

Where the value of goods has been diminished as a result of handling beyond what would reasonably be permitted when examining the goods, we reserve the right to make any deduction permitted by applicable law.

This section concerns change-of-mind cancellations and does not limit rights relating to faulty or misdescribed goods.

11. Fitted, Used and Opened Parts

Customers must check that the part supplied is correct and suitable for their vehicle before installation or use.

Parts should not be installed, fitted, connected, programmed, coded, filled with fluids or otherwise used merely to determine whether they are the correct part. If there is any uncertainty regarding compatibility, customers are strongly advised to contact us and provide the vehicle VIN before installation.

Parts that have been fitted, installed or used may no longer be capable of being resold as new. Customers are therefore strongly advised not to fit or use any part if they intend to return it because they have changed their mind or ordered the incorrect item.

For change-of-mind returns or incorrectly ordered parts, where the goods have been handled or used beyond what is reasonably necessary to establish their nature, characteristics and functioning, we reserve the right to make an appropriate deduction from the refund for any resulting reduction in value, to the extent permitted by applicable law.

Where packaging needs to be opened to inspect the item, customers should open it carefully and retain all original OEM packaging, labels, seals and accessories. Please do not write on, tape, label or unnecessarily damage original manufacturer packaging.

Fitting or using a part does not affect the customer's statutory rights where the part is genuinely faulty, damaged, misdescribed or otherwise does not conform to the contract.

12. Return Condition and Packaging

Where a return has been agreed, customers should package the goods securely and take reasonable steps to protect them from damage in transit.

Where possible, please retain and use the original OEM packaging.

OEM packaging is part of the product presentation and should not be unnecessarily damaged, written on, taped, labelled or otherwise altered.

13. Return Costs

Responsibility for return costs depends on the reason for the return and the customer's applicable statutory rights.

For change-of-mind returns, the customer may be responsible for return postage where permitted by law and where the required information has been provided.

Where a component is reported as faulty and a return is reasonably required for technical inspection or testing, we may ask the customer to arrange and initially pay the cost of returning the component to the return address or inspection facility designated by us.

If the assessment establishes that the goods are faulty or otherwise did not conform to the contract and the customer is entitled to a statutory remedy, we will reimburse reasonable and necessary return postage costs in accordance with applicable consumer law.

Customers should use an appropriate and reasonably priced tracked delivery service and retain proof of postage and evidence of the amount paid.

Where inspection establishes that the reported problem was not caused by a defect or lack of conformity in the supplied goods, return postage or inspection-related costs may remain the customer's responsibility where permitted by law.

Where applicable consumer law requires us to arrange or bear necessary return costs directly, we will do so.

14. Refunds

Where a refund is due, it will be processed using an appropriate method available for the transaction.

15. Labour, Diagnostic and Consequential Costs

The purchase of a part from us does not automatically include installation, removal, diagnostic, recovery, vehicle hire, loss-of-use or other associated costs.

Any claim for additional losses or costs will be considered according to the circumstances and applicable law.

Customers should take reasonable steps to minimise avoidable losses after becoming aware of a potential fault.

Nothing in this clause excludes or restricts liability where it would be unlawful to do so.

16. Modified and Non-Standard Vehicles

Compatibility information generally assumes that the vehicle remains in the specification in which it was originally manufactured.

We cannot guarantee compatibility where a vehicle has been modified, converted, engine-swapped, fitted with components from another model, previously repaired using non-standard parts or otherwise altered from factory specification unless specifically agreed.

17. Incorrectly Ordered Parts

Where the correct item has been supplied in accordance with the customer's order but the customer has ordered the wrong component, the return will normally be treated as a change-of-mind return rather than a faulty-goods claim.

We strongly recommend checking the OEM part number and/or providing the VIN before ordering where there is any uncertainty.

18. Business Customers

Where goods are purchased wholly or mainly for business purposes, the purchaser may not qualify as a “consumer” for the purposes of consumer legislation.

Different legal provisions may therefore apply to business-to-business transactions.

Nothing in these Terms and Conditions excludes any rights or liabilities that cannot lawfully be excluded.

19. Limitation of These Terms

Nothing in these Terms and Conditions excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

No provision of these Terms and Conditions is intended to exclude or restrict a consumer's statutory rights concerning faulty, misdescribed or otherwise non-conforming goods.

20. Contact and Complaints

If you have a question, compatibility enquiry, return request or complaint, please contact us through the messaging system associated with your order or using the contact details provided on our website.

We will endeavour to investigate and respond within a reasonable period, taking into account the nature and complexity of the matter.

21. Governing Law

These Terms and Conditions are governed by applicable UK law.

Consumers retain any mandatory rights concerning jurisdiction and applicable law that cannot lawfully be excluded by contract.