This policy covers goods bought through this website from Ken’s Auto Spares Limited, 2-4 Carey Road, Bulwell, Nottingham NG6 8AT, whether you have them delivered or collect them from the shop. It sits alongside your statutory rights, which are not affected by anything here. If you are unsure about anything, ring us on 0115 927 3651 or email bulwell@kensnottingham.co.uk.
If you change your mind
- Because you ordered online, you have 14 days from the day you receive or collect the goods to tell us you want to cancel (Consumer Contracts Regulations 2013), and a further 14 days to get them back to us.
- Goods need to be unused, unfitted and in their original packaging. You can look at them as you would in the shop; if they have been handled beyond that we may reduce the refund to reflect it.
- Bring them back to the shop or post them to the address above. The cost of posting a change-of-mind return is yours, unless the item is faulty or not what you ordered.
- We refund the price you paid, plus the basic delivery charge if there was one, to the card you paid with, within 14 days of the goods reaching us or of you showing us proof of posting.
Items we cannot take back unless they are faulty
- Keys cut to your vehicle, and remote fobs or transponders that have been programmed to it.
- Parts ordered in specially for your vehicle at your request.
- Electrical and electronic parts once they have been fitted or connected.
- Oils, fluids, aerosols and other sealed items once the seal is broken.
Faulty, damaged or wrong items
Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. If something we sold you is not, you can reject it within 30 days for a full refund. After 30 days we will repair or replace it first, and refund you if that cannot be done. We pay the return postage for faulty or wrong items, and we may need the part back to inspect it or send it to the manufacturer.
Please check a part fits your vehicle before ordering. If you are not sure, ring us with your registration and we will check it for you. A part that is as described but does not suit your vehicle is not faulty, though you can still return it under “If you change your mind” above.
Fitting and workshop work
Work booked into the workshop, such as towbar fitting, MOT tests, servicing and key programming, is a service rather than a website purchase and is not covered by this policy. Guarantees on that work, for example the lifetime guarantee on towbar metalwork and one year on towbar electrics, are as stated on the relevant service page and on your invoice.
How to return something
- Email bulwell@kensnottingham.co.uk or ring 0115 927 3651 with your order number and what the problem is.
- Bring the item to the shop, Monday to Friday 9am to 5.30pm or Saturday 9am to 1pm, or post it to Ken’s Auto Spares, 2-4 Carey Road, Bulwell, Nottingham NG6 8AT with your order number inside.
- We will confirm the refund by email and it will reach your card within 14 days.