Refund policy
Returns and Refunds
This policy applies to purchases made from FixNow Mechanics Ltd. Nothing in this policy affects your statutory consumer rights.
Change-of-mind returns
If you purchase goods from us online, you normally have the right to cancel your order within 14 days of receiving the goods without giving a reason.
To exercise this right, please contact support@fixnowmechanics.co.uk within the cancellation period and include your order number. After notifying us that you wish to cancel, the goods must normally be returned within a further 14 days.
We do not currently offer an additional general change-of-mind return period beyond your statutory cancellation rights.
Products should be returned complete with all supplied accessories, cables, mounts, memory cards, manuals and other components, and in their original packaging where reasonably possible.
You may inspect a product as you reasonably would in a shop. If the product has been handled, used, installed or altered beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may make a reasonable deduction from the refund to reflect any reduction in value where permitted by law.
Examples that may reduce the value of an item include, where applicable:
- installation or hardwiring;
- cutting, altering or modifying supplied cables;
- using adhesive mounts or pads;
- damage, marks or excessive wear;
- missing accessories, packaging or components;
- activation or use beyond what is reasonably necessary to inspect the product.
Please contact us before returning any item so that we can provide the appropriate return instructions and return address. This does not affect your statutory rights.
Unless an item is faulty, damaged, incorrect or not as described, you will normally be responsible for the cost of returning it.
Faulty, damaged or incorrect goods
Your statutory rights are separate from our change-of-mind policy.
Goods supplied by FixNow Mechanics must be of satisfactory quality, fit for purpose and as described.
If an item is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible at support@fixnowmechanics.co.uk.
Depending on the circumstances and your statutory rights, the appropriate remedy may include a refund, repair or replacement.
Consumers may have a statutory short-term right to reject faulty goods within 30 days. Your rights may continue beyond this period, including rights to repair or replacement where applicable.
Where a product also carries a manufacturer’s warranty, that warranty is in addition to your statutory rights and does not replace them.
Installed products and mobile fitting
If a product has been installed or hardwired into a vehicle, please contact us before removing, disconnecting or returning it.
We may need to inspect the product and/or installation before determining the appropriate remedy.
Installation of a product does not remove your statutory rights. However, for a non-faulty change-of-mind return, installation, use or alteration may reduce the value of the product and an appropriate deduction may be made where legally permitted.
If we supplied and installed a product that is faulty or if the installation service was not carried out with reasonable care and skill, please contact us so that we can assess and resolve the issue.
Cancellation of fitting services
Where your order includes a mobile fitting or installation service, you normally have a 14-day cancellation period for the service contract.
If you ask us to begin the service during this cancellation period, we may ask you to expressly confirm that you want the work to begin early.
If you cancel after the service has begun at your request, you may be required to pay a reasonable amount for the work already carried out.
If the service has been fully completed following your express request and acknowledgement that your cancellation right will be lost once the service is fully performed, your right to cancel that completed service may end.
Vehicle-specific and customised products
Certain goods that are made specifically to your requirements or clearly personalised may be exempt from the statutory change-of-mind cancellation right.
A standard product being compatible with, or ordered for, a particular vehicle does not by itself mean that it is personalised or exempt from cancellation rights.
We will clearly identify any genuinely customised product before you purchase it where an exemption applies.
Refunds
Once a return has been received and assessed, we will confirm the outcome.
Where a refund is due, it will normally be made to the original payment method.
For eligible statutory cancellations, we will refund the amount required by law, including the cost of our least expensive standard delivery option where applicable.
Additional amounts paid for an upgraded or express delivery service do not have to be refunded beyond the standard delivery cost.
Where permitted by law, we may withhold the refund until we have received the goods back or you provide evidence that they have been returned.
After we issue a refund, your bank or payment provider may take additional time to process it.
Contact
For returns, cancellations, faults or refund queries, contact:
FixNow Mechanics Ltd
Email: support@fixnowmechanics.co.uk
Please include your order number and, where relevant, details or photographs of the issue.