Returns & Refund Policy

We want you to be happy with your purchase. In addition to your statutory rights, we offer UK customers a 30-day returns period on eligible products, subject to the terms below.

Nothing within this policy is intended to exclude, restrict or affect your statutory rights under the Consumer Rights Act 2015, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer legislation.

30-Day Returns Policy

UK customers may request a return of an eligible product within 30 days of receiving their order, subject to the exclusions and conditions within this policy.

To request a return, please contact us at info@autohauscarbon.co.uk before sending your item back.

Please include:

• Your name

• Order number

• Product being returned

• Reason for return

• Photographs or video where the product is damaged, faulty or incorrect, where reasonably possible

Once your return request has been reviewed, we will provide instructions on how and where to return your item.

Please contact us before sending a return so that we can provide the correct return instructions and, where applicable, arrange an appropriate return service.

Change-of-Mind Returns

Eligible standard, non-custom products may be returned where you have changed your mind or ordered the incorrect product, subject to the applicable return period.

Products should be returned in their original condition and, where reasonably possible, with their original packaging, accessories, components, labels and documentation.

Customers are entitled to inspect products as reasonably necessary to establish their nature, characteristics and functioning.

Where permitted by applicable consumer law, we reserve the right to make an appropriate deduction from a refund where handling beyond what is reasonably necessary has reduced the value of the product.

For automotive products, fitting, installation, modification, application of adhesives, alteration, damage or use of a product may result in a reduction in value and may affect the amount that can be refunded, where permitted by law.

There is no automatic restocking fee for eligible UK consumer returns.

Return Shipping Costs

Where an eligible product is being returned because you have changed your mind or ordered the incorrect product, you will normally be responsible for the cost of returning the product to us, where permitted by law and where you were informed of this requirement.

We strongly recommend using a tracked delivery service and retaining your proof of postage.

If the product is faulty, damaged, incorrectly supplied or does not conform to your order, please contact us before arranging a return.

Where appropriate, Auto Haus Carbon will arrange or cover the reasonable cost of returning the product. Please do not independently use an unnecessarily expensive return service without contacting us first, as we may provide a prepaid label or specify an appropriate return method.

Faulty, Damaged or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives damaged, is faulty, is not as described, or you have received the incorrect product, please contact us as soon as possible so that we can investigate and provide an appropriate remedy.

We may request photographs, video, diagnostic information or other reasonable evidence to help us assess the issue.

Depending on the circumstances and your applicable statutory rights, an appropriate remedy may include repair, replacement, exchange, price reduction or refund.

For faults arising outside the initial returns period, please also refer to our Warranty Terms & Conditions.

Our 12-month commercial warranty is provided in addition to and does not replace or restrict your statutory rights.

Incorrectly Ordered & Incompatible Products

Customers are responsible for checking vehicle compatibility, dimensions, model information, chassis codes and product options before ordering.

Where a standard product has been correctly supplied but the incorrect product, fitment, size or variant was ordered, it may be returned if it otherwise qualifies under this policy. The customer will normally be responsible for the applicable return postage.

Where a product has been ordered based upon incorrect compatibility or fitment information provided by Auto Haus Carbon, please contact us so that we can investigate and provide an appropriate remedy.

If you are unsure about compatibility, please contact us before ordering and we will be happy to assist.

Custom, Personalised & Made-to-Specification Products

Certain products are manufactured specifically to the customer's selected or supplied specification.

Where goods are made to the consumer's specifications or are clearly personalised, the normal statutory change-of-mind cancellation right does not apply.

Accordingly, qualifying custom or personalised products cannot normally be cancelled or returned simply because you have changed your mind, ordered incorrectly or no longer require the product.

Please carefully check all vehicle information, materials, colours, options, dimensions and specifications before submitting a custom order.

Once a custom order has been submitted, amendments cannot be guaranteed. Where manufacturing has commenced, changes may not be possible and, where they can be accommodated, additional costs and/or build time may apply.

This exclusion does not affect your statutory rights where a custom product is:

• Faulty or defective

• Damaged

• Incorrectly supplied

• Not as described

• Not manufactured in accordance with the agreed specification

• Otherwise not in conformity with the contract

Please see our Custom & Made-to-Order Terms and Warranty Terms & Conditions for further information.

Special-Order & Preorder Products

A product being described as a preorder or special-order item does not automatically remove your statutory cancellation or return rights.

Return and cancellation eligibility will depend upon the nature of the product and whether it has been made to your individual specification or clearly personalised.

Any specific conditions applicable to a product will be displayed on the relevant product page where appropriate.

Sale Items

Purchasing a product at a discounted or sale price does not affect your statutory rights.

Eligible standard sale products may be returned in accordance with this policy unless a specific lawful exclusion has been clearly stated before purchase.

Where a product has been discounted because of a specific fault, imperfection or condition that was clearly disclosed before purchase, your rights in relation to that disclosed issue may differ.

Exchanges

If you would like to exchange an eligible product, please contact us.

In most cases, the quickest method is to return the original eligible item and place a separate order for the replacement once the return has been accepted.

Where an exchange is requested because the customer ordered the incorrect product, fitment or variant, the customer may be responsible for applicable return and replacement delivery costs.

Where an exchange is required because we supplied an incorrect or faulty product, Auto Haus Carbon will cover reasonable return and replacement delivery costs where appropriate.

EU & International Returns

International customers should contact us before returning any product.

Return and cancellation rights may vary depending upon the customer's location and applicable consumer legislation.

We do not exclude or restrict any mandatory consumer rights that apply to an international order.

Unless required otherwise by applicable law, customers returning an eligible international order because they have changed their mind or ordered incorrectly will normally be responsible for the return shipping costs and any associated customs documentation or charges.

Where we have supplied an incorrect, faulty or damaged product, please contact us before arranging international return shipping so that we can advise on the appropriate process.

Original Delivery Charges

Where a UK consumer exercises a statutory right to cancel an eligible distance-sale order, the basic standard outbound delivery charge will be refunded where required by law.

If you selected an enhanced or premium delivery service, such as Express Delivery, any additional amount paid above the cost of our standard delivery service may not be refundable where permitted by law.

This is separate from the cost of returning the product to us.

Refunds

We will notify you once your return has been received and inspected and confirm the outcome of your return.

Where a refund is due, it will normally be issued to your original payment method.

We aim to process approved refunds promptly and generally within 10 business days. Statutory refunds will always be processed within the time limits required by applicable consumer law.

Please remember that your bank, card issuer or payment provider may require additional time to process and display the refund after it has been issued by us.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at info@autohauscarbon.co.uk.

Returns Address

Once your return has been authorised and you have received the appropriate return instructions, returns should be sent to:

Auto Haus Carbon
Unit 8 Galco Industrial Estate
West Street
Barnsley
South Yorkshire
S70 5PG
United Kingdom

Please contact us before returning an item.

Statutory Rights

This Returns & Refund Policy is provided in addition to your statutory consumer rights.

Nothing within this policy, our Warranty Terms & Conditions, product descriptions or any other Auto Haus Carbon terms is intended to exclude, restrict or limit any rights or remedies that cannot legally be excluded or restricted.

If you have any questions regarding a return, refund, faulty product or compatibility issue, please contact us at info@autohauscarbon.co.uk.