What is your Returns Policy?
We want you to be delighted with your purchase but if you are not you can return any item within 7 days of receipt as long as it is unused and in its original packaging.
We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges.
You have a right to cancel your order within seven working days of receiving your purchase. This seven day period begins the day after you receive the items from us. Please notify us in writing within seven working days that you wish to cancel your order and that you intend to return the item(s) and we will be happy to offer you a full refund excluding any delivery charge.
Certain items are excluded from our returns policy for hygiene reasons. These items can only be returned in accordance with your legal rights and are toiletries or beauty products if the seals have been broken, and earrings.
How do I return something?
to return an online order
If you have a shop.spellboundcars.com account:
If you don't have a shop.spellboundcars.com account:
Please contact our Customer Services team by emailing firstname.lastname@example.org or call 0800 170 1515.
Return a UK Order:
You will need to post your items back within seven days of the return being authorised. We recommend you request proof of postage and keep your receipt. We regret that we cannot be held responsible for anything lost or damaged in transit.
If you have ordered from the UK and the value of your item(s) you are returning is over £250, we strongly advise you to use a courier collection service. Please contact our Customer Services team by emailing email@example.com or calling 0800 170 1515.
It would really help us in developing our products if you could give a reason why they were not suitable. Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return
Make sure your items are securely wrapped and send your return to:
Returns Department, Spellbound Cars Limited, Unit 4B Romans Industrial Park, East Street, Farnham, Surrey GU9 7SX
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from your shipper as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
Please enclose your completed returns form, which is available from customer services.
Please note that our stores are unable to accept returned goods that have been purchased via the website.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected.
We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If the faulty item is more than £250 we can arrange to have the faulty item collected free of charge from you.
If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact us on 0800 170 1515 (Monday - Friday 9.00am to 5.00pm) or by email on firstname.lastname@example.org before you return the item so we can discuss the fault with you and agree the best way forward. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
If Goods become faulty more than 30 days after delivery then you are advised to contact the manufacturer and use their warranty procedure. Unless otherwise stated in the manufacturer's documentation, all Goods will carry a manufacturer's warranty. If you wish to make a warranty claim, you should comply with the manufacturer's instructions and warranty procedure. In order to resolve your problem as quickly as possible, we are happy to refer you to the product manufacturer who will deal directly with the return. In these instances, we will provide you with the contact information for the relevant manufacturer. This does not affect your statutory rights.
How do I arrange an exchange?
If the product you require is still available we will exchange it for you. If the new item that you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.
Can I return an item to store?
We unfortunately do not allow returns to our stores unless the purchase has been made there.
How long will it take to deal with my return?
Once your parcel has been received by our team it can take up to 21 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 0800 170 1515 (Monday - Friday 9.00am to 5.00pm) so we can investigate.