Returns & Cancellations Policy

1. Overview

At Sparemach Ltd, we want you to be satisfied with your purchase. If you are not happy with your order, you may return items in accordance with this policy and your statutory rights under UK consumer law.

This policy explains your legal right to cancel, how returns are handled, refund rules, and exclusions.

2. Your Legal Right to Cancel (Distance Selling)

If you purchase online, you have the right to cancel your order within 14 days from the day you receive your goods, without giving any reason.

After notifying us, you then have a further 14 days to return the item.

3. How to Start a Return

1. Email us at info@sparemach.co.uk
2. Include your order number and reason for return
3. We will issue a Returns Merchandise Authorisation (RMA) number and instructions

Note: Returns without an RMA may be delayed or rejected.

4. Return Condition Requirements

• Items must be unused and in original condition
• Items must not be fitted, installed, or modified
• Original packaging should be included where possible
• All parts and accessories must be included

We may deduct from refunds if items show signs of use beyond inspection.

5. Non-Returnable Items

• Electrical components once opened or fitted (e.g. ECUs, sensors, modules)
• Items that have been installed or attempted to be installed
• Special order or non-stock items
• Items damaged due to incorrect installation
• Items not in resaleable condition or with broken seals

6. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, or incorrect, please contact us within 14 days of delivery.

We may request photos, videos, or technical details to assess the issue.

Once reviewed, we will offer:

• Replacement (if available)
• Full refund
• Repair (if applicable)

7. Return Shipping Costs

• Faulty or incorrect items: return shipping will be covered or reimbursed by us
• Change of mind: customer is responsible for return postage

We recommend using a tracked delivery service for all returns.

8. Refunds

Refunds will be processed within 14 days of receiving the returned item or proof of return.

Refunds will be issued to your original payment method.

9. Order Cancellation (Before Dispatch)

Orders may be cancelled before dispatch by contacting us immediately.

If the order has already been dispatched, it will be treated as a return under this policy.

10. How We Handle Returns

1. Return request submitted by customer
2. RMA issued by returns team
3. Item returned securely by customer
4. Item inspected by returns/technical team
5. Outcome decided (refund, replacement, rejection)
6. Customer notified by email

11. Right to Refuse Returns

• Items that have been fitted or used
• Items not in resaleable condition
• Items returned without RMA
• Items outside return window
• Damage caused by misuse or incorrect installation