Returns, Refunds & Cancellation Policy

1Introduction

1.1 About This Policy

At SKAUTOANDGM Ltd, we want customers to purchase from us with confidence. We understand that there may be occasions where an item needs to be returned because it is no longer required, has been ordered incorrectly, does not fit the intended vehicle or machine, has arrived damaged, or is believed to be faulty.

This Returns, Refunds & Cancellation Policy explains how we deal with these situations and sets out the responsibilities of both SKAUTOANDGM Ltd ("we", "us", "our" or "the Seller") and the purchaser ("you", "your", "the Customer" or "the Consumer").

1.2 Your Statutory Rights

Nothing contained within this Policy is intended to restrict, exclude or replace any statutory rights available to a consumer under UK law.

Where you are purchasing as a consumer, your rights may include those provided by:

• the Consumer Rights Act 2015;
• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
• other applicable UK consumer protection legislation.

Where any provision of this Policy conflicts with a statutory right that cannot lawfully be excluded, the statutory right will take precedence.

1.3 Consumer and Business Purchases

Certain rights described in this Policy apply specifically to consumers.

A consumer is generally an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession.

If you purchase goods wholly or mainly for use in your trade, profession or business, you are purchasing as a business customer. Business-to-business transactions do not automatically receive the same cancellation and change-of-mind rights as consumer transactions.

Business purchases are covered separately in Section 18.

2Consumer Rights Act 2015

2.1 Your Rights When Buying Goods

The Consumer Rights Act 2015 requires goods supplied to consumers to be:

• of satisfactory quality;
• fit for their intended purpose; and
• as described.

The standard considered satisfactory can depend upon factors including the product's description, price, age, whether it is new or used, its expected lifespan and any defects or limitations brought to your attention before purchase.

A used automotive component, for example, would not necessarily be expected to have the same appearance or remaining lifespan as an equivalent brand-new component.

2.2 The 30-Day Short-Term Right to Reject

Where goods do not conform to the Consumer Rights Act 2015 at the time they are supplied, consumers may in qualifying circumstances exercise the statutory short-term right to reject them.

This right normally lasts for 30 days from delivery or transfer of possession.

Where the statutory short-term right to reject applies, the Consumer may be entitled to reject the goods and receive a refund.

The right does not apply merely because the customer has changed their mind, ordered the wrong item or no longer requires it.

2.3 Faults After the First 30 Days

If a qualifying fault becomes apparent after the initial 30-day period, the Consumer Rights Act may provide the consumer with the right to request a repair or replacement.

The appropriate remedy will depend upon the circumstances and must be reasonable and proportionate.

Where a repair or replacement is unsuccessful, impossible, disproportionate, cannot be completed within a reasonable period or causes significant inconvenience, the consumer may subsequently become entitled to a price reduction or the final right to reject the goods.

2.4 Faults Within Six Months

Where a defect is discovered within six months of delivery, the law may presume, for the purposes of certain statutory remedies, that the defect existed at the time of delivery unless SKAUTOANDGM Ltd can demonstrate otherwise or such a presumption would be inconsistent with the circumstances.

Evidence of incorrect installation, misuse, accidental damage, contamination, lack of maintenance, unauthorised modification or another external cause may be relevant when establishing the cause of a reported fault.

2.5 Faults Reported After Six Months

After six months, a customer making a claim may be required to demonstrate that the problem was caused by an inherent defect that existed when the goods were supplied rather than by subsequent wear, misuse, damage, incorrect installation or another cause.

The existence or expiry of a manufacturer's warranty does not by itself determine a consumer's statutory rights.

3Online Purchases and Your Right to Cancel

3.1 Distance Contracts

Orders placed through www.skautoandgm.co.uk will normally constitute distance contracts where the contract is completed without the customer and SKAUTOANDGM Ltd being physically present together.

Subject to the exceptions described later in this Policy, consumers purchasing goods at a distance normally have a statutory right to change their mind.

3.2 14-Day Cancellation Period

For most goods purchased online, a consumer has 14 days after receiving the goods in which to notify us that they wish to cancel the contract.

You do not need to provide a reason.

However, providing a reason can help us process your return more efficiently.

Once you have informed us that you wish to cancel, you normally have a further 14 days in which to return the goods.

3.3 Multiple Items Delivered Separately

Where a single order contains multiple goods delivered on different days, the cancellation period may begin when the final item forming part of that order is received, where applicable under the Consumer Contracts Regulations.

3.4 How to Cancel

You can notify us of your decision to cancel by using our website returns system where available, contacting our Customer Service team, or sending another clear statement confirming that you wish to cancel the contract.

Please include wherever possible:

• your name;
• order number;
• item or items being returned;
• part number where applicable;
• date received; and
• your preferred contact details.

Using our returns process helps us identify and process the return more quickly but does not remove any statutory right to give us a clear cancellation notice by another permitted method.

4Change-of-Mind Returns

4.1 What Counts as a Change-of-Mind Return?

A return will normally be treated as a change-of-mind return where the goods supplied are correct, conform to the contract and are not faulty, but the customer nevertheless decides not to keep them.

Examples include:

• ordering the wrong part;
• ordering more items than required;
• deciding not to carry out a repair;
• selling or disposing of the vehicle or machinery;
• finding the item cheaper elsewhere;
• buying an alternative product;
• incorrectly identifying the vehicle, machine, engine or specification;
• deciding that the item is no longer required; or
• simply changing your mind.

4.2 Return Postage Charge

Where a return is made because you have changed your mind, you are responsible for the direct cost of returning the goods to SKAUTOANDGM Ltd.

You may arrange an appropriate return service yourself.

Where SKAUTOANDGM Ltd provides a prepaid returns label, courier service or collection service for a change-of-mind return, the applicable return postage or collection charge may be deducted from your refund.

The charge represents the cost of returning the goods and is not a restocking or cancellation fee.

The cost can vary according to parcel size, weight, destination, carrier requirements and whether specialist or pallet transport is required.

We will make the applicable charge clear before arranging a chargeable collection wherever reasonably possible.

4.3 Original Delivery Charge

Where a consumer validly exercises their statutory distance-selling cancellation right, any refund of the original delivery charge will be handled in accordance with the Consumer Contracts Regulations.

Where you selected a premium delivery service, such as express, timed or next-day delivery, SKAUTOANDGM Ltd is generally only required to refund an amount equivalent to the least expensive standard delivery option that was available for the order.

The additional cost of upgrading to premium delivery is not normally refundable.

4.4 Free Delivery Orders

Where the original order qualified for free standard delivery, no outbound delivery charge has been paid by the customer to refund.

The customer may nevertheless remain responsible for the return carriage cost where the return is due to a change of mind.

5Inspecting Goods Before Return

5.1 Reasonable Inspection

Consumers are permitted to examine goods purchased online in a way reasonably comparable to the examination they could carry out in a physical shop.

Opening a normal cardboard box or inspecting an item will therefore not automatically remove your cancellation rights.

5.2 Handling Beyond Reasonable Inspection

You are responsible for any reduction in the value of returned goods caused by handling them beyond what is reasonably necessary to establish their nature, characteristics and operation.

Automotive and machinery parts can be particularly susceptible to permanent evidence of installation or use.

Examples of handling that may materially reduce an item's value include:

• installation or attempted installation;
• tool or spanner marks;
• bolt or fixing marks;
• scratches caused during installation;
• compression marks on gaskets or seals;
• grease, engine oil, fuel or coolant contamination;
• electrical terminal marks;
• heat marks;
• wear marks;
• mounting marks;
• thread-locking compound;
• sealant or gasket compound;
• damage to protective coatings;
• removal of protective films where this affects resale;
• programming or coding;
• pairing with a vehicle or control system;
• cutting, drilling, welding or modification;
• starting or operating machinery;
• putting fuel or oil into machinery;
• running an engine;
• using cutting blades, chains or other wearing components; or
• otherwise using the item rather than simply inspecting it.

5.3 Deductions for Diminished Value

Where handling beyond what is reasonably necessary has reduced the value of an item, SKAUTOANDGM Ltd reserves the right, where permitted by law, to make an appropriate deduction from the refund to reflect the actual reduction in value.

This is not an automatic restocking fee.

The deduction will depend upon the condition of the particular returned item.

In severe cases, installation, programming, contamination, modification or use may reduce an item's resale value substantially or potentially to zero.

Where a deduction is made, SKAUTOANDGM Ltd will assess the item and the nature of the reduction in value.

6Packaging

6.1 Original Packaging

Where possible, goods should be returned in their original manufacturer packaging together with accessories, manuals, fittings, fixings and other items originally supplied.

We recognise that opening normal packaging may be necessary to inspect an item.

Original packaging is therefore not automatically an absolute condition of exercising a statutory cancellation right.

6.2 Damaged or Missing Packaging

Where manufacturer packaging forms part of the value of the product, excessive damage, writing, labels, oil, tape or other alteration to the retail packaging may reduce the resale value of the goods.

Where permitted by law, a reasonable deduction may be made where unnecessary damage to packaging results in an actual reduction in the value of the returned product.

Please do not use a manufacturer's retail box as the external postal box where doing so is likely to damage it.

7Items That Cannot Normally Be Returned for Change of Mind

Certain products are excluded from the normal statutory cancellation right or may cease to be returnable after particular actions have been taken.

These exclusions relate to change-of-mind cancellations. They do not remove your statutory rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.

7.1 Bespoke, Personalised and Made-to-Specification Products

Products manufactured, adapted or clearly personalised specifically for an individual customer cannot normally be cancelled for change of mind once the applicable legal exception applies.

Automotive and machinery examples may include:

• custom-made hydraulic hoses;
• hoses cut and crimped to a customer's specified dimensions;
• custom-fabricated components;
• cable, wire, hose, chain or similar material cut specifically to a customer's requested length where the finished product is made to their specification;
• paint or coatings specially mixed to a customer-specified colour;
• parts manufactured or modified to customer-supplied dimensions;
• personalised identification products;
• custom decals, labels or signs;
• keys cut to a customer's key pattern;
• components specifically modified for an individual customer;
• vehicle-specific components programmed or configured to a customer's supplied VIN where this makes the item personalised; and
• other goods genuinely manufactured or personalised specifically to your instructions.

An item being described merely as a special-order item does not by itself necessarily remove a consumer's statutory cancellation rights for an online purchase. The nature of the goods and the applicable legal exception will determine whether the cancellation right applies.

7.2 Programmed, Coded or Personalised Electronic Components

Some automotive electronics may need to be specifically configured for an individual vehicle.

Examples can include:

• ECUs;
• body control modules;
• immobiliser modules;
• keys and remote controls;
• security modules;
• instrument clusters;
• machine control units; and
• other programmable electronic components.

Where the component has been specifically programmed, coded or personalised to your vehicle, VIN, security information or other unique specification before supply, it may fall within the made-to-specification or personalised goods exception.

Where a standard electronic component has merely been removed from its packaging, different rules may apply. Electrical components are not automatically non-returnable merely because they are electrical.

7.3 Sealed Computer Software

Sealed computer software, including certain automotive diagnostic or workshop software supplied on physical media, may cease to qualify for change-of-mind cancellation once the seal has been broken, where the applicable statutory exception applies.

7.4 Digital Content

Where digital content, software, licence codes, downloadable workshop information, subscriptions or similar digital products are supplied electronically, different cancellation rules may apply.

Where supply begins during the cancellation period with the customer's express consent and the customer acknowledges that commencing supply will cause the cancellation right to be lost, the customer may lose their right to cancel once supply begins.

7.5 Health or Hygiene-Sealed Products

Where a product is supplied sealed for genuine health protection or hygiene reasons, the right to cancel may be lost once that seal is broken after delivery.

This will only be relied upon where the nature of the product genuinely falls within the relevant statutory exception.

7.6 Goods Inseparably Mixed After Delivery

The cancellation right may be lost where goods become inseparably mixed with other goods or substances after delivery due to their nature.

Automotive or machinery examples can include:

• engine oil that has been poured into an engine;
• gearbox or transmission oil added to a transmission;
• hydraulic oil added to a hydraulic system;
• coolant mixed into a cooling system;
• fuel additives added to fuel;
• AdBlue or other fluids added to a vehicle or machine;
• two-stroke oil mixed with fuel;
• paint or chemicals mixed with another product; and
• other consumable substances that have become inseparably combined with another product.

An unopened or merely inspected container is not automatically treated in the same way as a product that has actually been used or mixed.

8Automotive Parts That Have Been Fitted

8.1 Fitting a Part

Customers should, wherever reasonably possible, compare the replacement component with the original component and verify the part number, dimensions, electrical connections and application before fitting it.

Fitting a component can go considerably beyond the inspection that would normally be possible in a shop.

8.2 Examples

The following products can suffer significant loss of value following installation or attempted installation:

• brake discs and pads;
• clutches and flywheels;
• wheel bearings and hubs;
• suspension components;
• steering components;
• sensors;
• switches;
• starter motors;
• alternators;
• electronic modules;
• ignition components;
• fuel-system components;
• water pumps;
• thermostats;
• gaskets and seals;
• filters;
• belts and tensioners;
• cooling-system components;
• exhaust components;
• turbocharger components;
• engine parts;
• transmission parts; and
• other products showing evidence of fitment or use.

These products are not automatically excluded from every statutory return right simply because they belong to one of these categories.

However, if a non-faulty product has been fitted, used, contaminated or damaged and is subsequently returned because the customer has changed their mind or ordered incorrectly, any actual reduction in its value may be deducted from the refund where the law permits.

9Electrical and Electronic Parts

Electrical goods require particular care when being diagnosed and installed.

A faulty vehicle or machine can damage a replacement electrical component. Equally, an electrical component may be incorrectly diagnosed as faulty when the underlying problem lies elsewhere in the vehicle or machinery.

For this reason, customers should ensure that appropriate diagnostic testing is carried out before ordering and fitting electrical parts.

Evidence that a product has been fitted, electrically connected, powered, programmed, coded, damaged by incorrect voltage, subjected to a short circuit, reverse polarity, water ingress or otherwise misused may be relevant when assessing a return.

SKAUTOANDGM Ltd does not, however, operate a blanket rule stating that every electrical item is non-returnable solely because it is electrical.

A customer's statutory rights in relation to a genuinely faulty electrical product remain unaffected.

10Vehicle and Machinery Compatibility

10.1 Customer Selection

Automotive and machinery applications can vary considerably according to production date, engine code, gearbox, trim level, chassis number, VIN, axle, braking system, manufacturer option and previous modifications.

Vehicle registration lookup systems and compatibility information can assist in identifying a product, but a registration number alone does not necessarily identify every component fitted to a particular vehicle.

Where available, customers should compare:

• manufacturer part numbers;
• OE/OEM reference numbers;
• dimensions;
• engine codes;
• VIN or chassis ranges;
• technical specifications;
• electrical connectors;
• photographs; and
• the original component.

10.2 Customer Orders the Wrong Part

Where SKAUTOANDGM Ltd correctly supplies the item ordered but it is subsequently found to be unsuitable because the customer selected the wrong product, provided incorrect vehicle information or otherwise ordered incorrectly, the return will normally be treated as a change-of-mind return.

The customer will therefore normally be responsible for return postage.

10.3 Incorrect Information Provided by SKAUTOANDGM Ltd

Where you supplied accurate vehicle or machinery information and SKAUTOANDGM Ltd specifically advised or supplied a product which is subsequently established to be incorrect because of an error by us, please contact us.

Where the item supplied is incorrect or does not match the description or advice forming part of the contract, this will not be treated simply as a customer change-of-mind return.

11Machinery, Engines and Power Equipment

11.1 Inspection Before Use

Garden machinery, generators, pumps, engines, pressure washers and other powered equipment should be carefully inspected before being fuelled, oiled or used.

The customer should check that the product is correct and suitable before starting the machine.

11.2 Fuel and Oil

Adding fuel, engine oil or other operating fluids and running a machine normally goes substantially beyond a simple visual inspection.

If non-faulty machinery is used and is then returned because the customer changes their mind, SKAUTOANDGM Ltd may assess any resulting reduction in value in accordance with applicable law.

Fuel must not be left in machinery being returned unless we expressly instruct otherwise.

Customers must follow any return instructions relating to fuel, batteries, oils and other hazardous materials.

11.3 Cutting Equipment

Blades, saw chains, cutting lines, cutting discs and other wearing components can lose value immediately upon use.

Evidence of cutting, wear, sharpening, soil, grass, timber residue or other operating marks may therefore result in an appropriate reduction in refund value where the return is a lawful change-of-mind cancellation.

12Batteries, Oils, Fluids, Chemicals and Hazardous Goods

Certain automotive and machinery products are subject to specialist transport requirements.

These may include:

• vehicle batteries;
• battery acid;
• fuel;
• oils;
• aerosols;
• paint;
• solvents;
• cleaning chemicals;
• lubricants;
• pressurised products; and
• other products classified for transport as dangerous or hazardous goods.

If you need to return such an item, please contact SKAUTOANDGM Ltd before posting it.

Do not send hazardous or restricted products using a postal or courier service that does not permit their carriage.

Where the return is due to a customer change of mind, the customer remains responsible for the appropriate lawful return transportation cost where permitted by law.

Where the return is due to a qualifying fault, incorrect supply or other matter for which SKAUTOANDGM Ltd is legally responsible, we will provide appropriate return instructions.

A battery that has been filled with electrolyte, activated, materially altered or otherwise used may have suffered a substantial reduction in value. This will be assessed according to the circumstances and the reason for return.

13Faulty Goods

13.1 Reporting a Fault

If you believe an item supplied by SKAUTOANDGM Ltd is faulty, please contact us as soon as reasonably possible.

Please provide:

• your order number or other proof of purchase;
• the product and part number;
• a description of the fault;
• when the fault first occurred;
• vehicle or machine details where applicable;
• details of installation;
• any diagnostic information available; and
• photographs or video where these may assist.

Providing diagnostic information does not remove your statutory rights, but it can help us determine the most appropriate next step.

13.2 Inspection and Testing

SKAUTOANDGM Ltd may reasonably inspect or test a returned product to determine whether a reported fault is present and, where relevant, whether it appears to result from a manufacturing defect, incorrect installation, misuse, external damage or another cause.

Automotive components often operate as part of a larger system, so a reported symptom does not necessarily establish that the replacement component itself is defective.

13.3 No Fault Found

If testing reasonably establishes that the product is operating correctly and no fault can be found, SKAUTOANDGM Ltd will contact you.

A product will not automatically be deemed faulty solely because replacing it did not resolve the original vehicle or machinery problem.

Any further action will depend upon the circumstances, the applicable statutory rights and the condition of the goods.

13.4 Incorrect Installation or External Damage

Statutory remedies do not generally make SKAUTOANDGM Ltd responsible for defects caused after delivery by matters such as:

• incorrect fitting;
• misuse;
• accident;
• neglect;
• normal wear and tear;
• failure to maintain the product;
• use outside its intended specification;
• incorrect voltage;
• incorrect lubrication;
• fuel contamination;
• water ingress occurring after supply;
• overheating caused by another fault;
• unauthorised modification;
• incorrect adjustment;
• failure of another vehicle or machine component; or
• damage caused by the customer or a third party.

Each claim will nevertheless be assessed according to its individual circumstances.

13.5 Labour and Consequential Costs

Customers should contact SKAUTOANDGM Ltd before incurring substantial dismantling, diagnostic, recovery or replacement costs where they intend to seek reimbursement from us.

Whether any additional loss is legally recoverable will depend upon the individual circumstances and applicable law.

Nothing in this Policy excludes any liability that cannot legally be excluded.

14Warranties and Manufacturer Guarantees

Some products supplied by SKAUTOANDGM Ltd include a manufacturer's warranty or guarantee.

The length and terms of these warranties vary between manufacturers.

Some manufacturers may require the product to be registered following purchase, and customers should follow any registration instructions included with the product.

You should retain your invoice or other proof of purchase.

A manufacturer's warranty is in addition to, and does not replace or restrict, any statutory rights you may have against SKAUTOANDGM Ltd as the retailer.

Where appropriate, SKAUTOANDGM Ltd may work with the manufacturer, distributor or technical department in order to investigate a warranty claim, obtain technical advice or arrange testing.

In some circumstances the manufacturer may operate a direct warranty process which is quicker or more convenient for the customer. SKAUTOANDGM Ltd may therefore suggest that process where appropriate.

However, using a manufacturer's warranty does not remove statutory rights you may have against SKAUTOANDGM Ltd as the retailer.

15Goods Damaged in Transit or Incorrect Goods

15.1 Damaged Deliveries

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

If packaging or goods appear damaged, please take photographs of:

• the external packaging;
• shipping label;
• internal packaging;
• damaged area of the product; and
• the complete product.

Please retain all packaging until SKAUTOANDGM Ltd has advised you what to do.

Reporting transport damage promptly helps us raise a claim with the carrier and resolve the matter more efficiently.

Failure to report visible courier damage immediately does not automatically remove statutory rights that cannot lawfully be excluded.

15.2 Incorrect Item Supplied

If SKAUTOANDGM Ltd sends an item different from the item ordered, please contact us before attempting to fit or use it.

Where the error is ours, SKAUTOANDGM Ltd will arrange an appropriate remedy and, where required, bear the reasonable cost of returning the incorrectly supplied item.

16Returning Goods to SKAUTOANDGM Ltd

16.1 Return Authorisation

We strongly recommend contacting SKAUTOANDGM Ltd before returning any item.

Our returns process allows us to identify your return and prevents unnecessary delays.

Where we provide a return reference or returns documentation, please include it with the parcel.

This administrative process does not override a valid statutory cancellation notice.

16.2 Packaging Returned Goods

Customers must take reasonable care to package returned goods securely.

Parts should be protected against impact and movement in transit.

Heavy automotive components should be packaged appropriately for their weight.

Fluids and hazardous products must only be returned in accordance with applicable transport requirements.

16.3 Tracking and Insurance

Where you arrange your own return, SKAUTOANDGM Ltd strongly recommends using an appropriate tracked service and obtaining proof of postage or collection.

For valuable goods, an insured service suitable for the value and nature of the product is recommended.

16.4 Return Address

Unless SKAUTOANDGM Ltd provides alternative return instructions, returns should be sent to:

SKAUTOANDGM Ltd
11 The Moat
Toot Hill
Ongar
Essex
CM5 9LR

Please do not return goods to a manufacturer, distributor or alternative address unless SKAUTOANDGM Ltd or the manufacturer has specifically instructed you to do so.

17Refunds

17.1 How Refunds Are Made

Refunds will normally be issued using the same payment method used for the original transaction unless another method is agreed or circumstances reasonably require otherwise.

17.2 Change-of-Mind Refund Timescale

Where a consumer has validly cancelled a distance contract and is required to return the goods, SKAUTOANDGM Ltd may withhold the refund until we have received the goods back or you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.

The refund will then be made within the applicable statutory period.

17.3 Return Postage Deduction

Where the return is because you have changed your mind and SKAUTOANDGM Ltd has arranged a chargeable return courier or collection on your behalf, the agreed or applicable return carriage cost may be deducted from your refund.

17.4 Diminished Value

Where permitted by law, SKAUTOANDGM Ltd may deduct an amount representing a genuine reduction in the value of goods resulting from handling beyond what was reasonably necessary to inspect them.

We do not impose an arbitrary restocking percentage simply because an item has been returned.

17.5 Faulty or Incorrect Goods

Where goods are being returned because they are faulty, misdescribed, incorrectly supplied or otherwise subject to a statutory remedy for which SKAUTOANDGM Ltd is responsible, the customer will not be charged ordinary return postage that the law requires us to bear.

18Purchases Made in Person

Different change-of-mind rules apply to purchases completed at SKAUTOANDGM Ltd premises.

There is generally no automatic statutory right to return non-faulty goods purchased in person simply because the customer has changed their mind.

Any acceptance by SKAUTOANDGM Ltd of a non-faulty, in-person purchase for change of mind is therefore subject to our discretionary returns policy unless another statutory right applies.

Goods must normally be unused, complete and in a resaleable condition.

This does not affect rights under the Consumer Rights Act 2015 where goods are faulty, not as described or not fit for purpose.

19Business-to-Business Purchases

Where you purchase wholly or mainly for purposes connected with your trade, business, craft or profession, the transaction may be treated as a business-to-business transaction rather than a consumer purchase.

The statutory consumer cooling-off rights described in this Policy do not generally apply to business purchases.

Unless otherwise agreed by SKAUTOANDGM Ltd in writing, non-faulty business purchases are not automatically eligible for cancellation or return.

Any discretionary business return may be subject to conditions agreed between the parties, including reasonable carriage, handling or restocking costs where legally permissible.

Special-order business goods may be non-cancellable once ordered from our supplier where this was made clear before the order was accepted.

Nothing in this section excludes any rights or remedies which apply to the particular business transaction and cannot legally be excluded.

20Used and Reconditioned Parts

Where SKAUTOANDGM Ltd sells a product as used, second-hand, refurbished or reconditioned, its condition and reasonable expected standard must be considered in light of its description, age, mileage where known, price and any defects disclosed before purchase.

Used goods may show reasonable signs of previous use.

Cosmetic wear consistent with the product's description and age will not necessarily constitute a fault.

Any significant defect known to SKAUTOANDGM Ltd which materially affects the item will be described wherever reasonably possible.

Consumer statutory rights continue to apply to qualifying purchases of used goods.

21Exchange, Core and Surcharge Items

Certain automotive products may be sold on an exchange basis or subject to a refundable core deposit.

This may include products such as:

• starter motors;
• alternators;
• brake callipers;
• steering racks;
• gearboxes;
• engines;
• turbochargers; and
• other remanufactured components.

A core return is separate from a normal change-of-mind return.

Where a refundable core charge applies, the old unit must meet any stated return criteria.

For example, the old component may need to be complete, of the correct type and capable of being economically reconditioned.

Any specific core-return terms shown on the product page or supplied at the time of sale will form part of the applicable exchange arrangement.

22Items Returned Without Accessories or Components

Returned goods should include all components originally supplied with the product.

This can include:

• brackets;
• nuts and bolts;
• adaptors;
• cables;
• remote controls;
• instruction manuals;
• accessories;
• protective covers;
• software or licence information;
• manufacturer packaging; and
• promotional items forming part of the product.

Where a change-of-mind return is incomplete and the missing items genuinely reduce the value of the product, an appropriate deduction may be made where permitted by law.

23Free or Promotional Items

Where a free product or promotional item was supplied as part of an offer that depended upon the purchase of another product, the promotional item may also need to be returned if the qualifying product is cancelled and refunded.

Where the promotional item is not returned, SKAUTOANDGM Ltd may take account of its value where legally permitted and appropriate to the terms of the promotion.

This will not be applied in a way which unlawfully restricts a statutory consumer right.

24Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact SKAUTOANDGM Ltd as soon as possible.

Where the goods have not yet been dispatched and are not subject to an applicable cancellation exception, SKAUTOANDGM Ltd will normally cancel the order and issue the appropriate refund.

Once an order has entered the packing or carrier network, it may no longer be possible to stop delivery.

In that situation, you may need to receive the parcel and follow the normal returns process.

If SKAUTOANDGM Ltd incurs return carriage because a dispatched order is refused or returned to sender solely because the customer has changed their mind, the direct return carriage cost may be treated in the same manner as other customer-funded change-of-mind return postage where legally permitted.

25Refused and Undeliverable Parcels

Please ensure that the delivery information supplied at checkout is complete and accurate.

Where a parcel is returned to SKAUTOANDGM Ltd because:

• an incorrect address was supplied;
• delivery was repeatedly attempted;
• the parcel was not collected;
• delivery was refused due solely to a change of mind; or
• the customer otherwise failed to accept delivery,

SKAUTOANDGM Ltd will contact the customer where appropriate.

Any refund, redelivery or carriage charge will depend upon the circumstances and applicable consumer law.

A customer's statutory cancellation rights will not be replaced by arbitrary penalties.

26Installation by a Third Party

SKAUTOANDGM Ltd strongly recommends that automotive and machinery parts are fitted by a suitably competent person where specialist knowledge is required.

Using a professional installer does not itself determine whether a product is faulty.

Equally, the fact that a professional installer believes a component is faulty does not automatically establish the cause of the defect.

Where necessary, the item may require inspection or testing.

Customers should retain installation invoices, diagnostic reports and other relevant evidence where a substantial fault or warranty claim is made.

27Safety-Critical Components

Certain automotive and machinery products affect vehicle or operator safety.

Examples may include braking, steering, suspension, fuel, electrical safety and cutting components.

Do not continue to use a product that you reasonably believe is unsafe.

If you believe a product supplied by SKAUTOANDGM Ltd presents a safety issue, discontinue use where safe to do so and contact us promptly with full details.

Safety-critical products are not automatically exempt from consumer rights merely because of their category.

28Proof of Purchase

SKAUTOANDGM Ltd may ask for reasonable proof that an item was purchased from us.

This does not necessarily have to be the original printed receipt.

Suitable evidence may include:

• an order confirmation;
• invoice;
• receipt;
• account order history;
• payment record; or
• other evidence reasonably establishing that the goods were purchased from SKAUTOANDGM Ltd.

29Abuse of the Returns Process

Nothing in this section restricts legitimate statutory rights.

However, SKAUTOANDGM Ltd reserves the right to investigate suspected fraudulent or abusive returns, including deliberate substitution of goods, return of a different item from that supplied, alteration of serial numbers, false fault claims or attempted return of products not purchased from SKAUTOANDGM Ltd.

SKAUTOANDGM Ltd may record serial numbers, manufacturer codes, security markings, batch information and product condition before dispatch where appropriate.

Suspected fraud may be reported to the relevant authorities or payment provider where appropriate.

30Serial Numbers and Product Identification

Some products are individually identifiable by serial number, batch number, manufacturing code, security marking or other identifier.

Where applicable, the product returned must correspond to the item originally supplied by SKAUTOANDGM Ltd.

Removal, alteration or deliberate destruction of identifying information may affect our ability to verify a return and may be taken into account when investigating the claim.

This does not prevent consideration of legitimate situations where an identifier has become unreadable through ordinary use.

31Cancellation Rights and Non-Returnable Items – Important Summary

For the avoidance of doubt:

A normal automotive or machinery product purchased online is not automatically non-returnable merely because its packaging has been opened.

An electrical component is not automatically non-returnable merely because it is electrical.

An item is not automatically exempt from statutory online cancellation rights merely because SKAUTOANDGM Ltd had to specially order it from a supplier.

However, statutory cancellation rights may not apply, or the value of a refund may be affected, where goods are genuinely personalised or made to the customer's specification, software has been unsealed, qualifying digital content has begun to be supplied with the required consent, hygiene-sealed goods have been unsealed, products have become inseparably mixed with other goods, or the customer's use or handling has materially reduced the goods' value.

Goods which are genuinely faulty, not as described or not fit for purpose are dealt with separately under applicable consumer law.

32Our Right to Inspect Returned Goods

Receiving a returned product does not in itself constitute acceptance that:

• the goods are faulty;
• the return qualifies for a full refund;
• the customer has exercised a particular statutory remedy correctly;
• the item was supplied in its returned condition; or
• SKAUTOANDGM Ltd accepts liability for any additional costs claimed.

SKAUTOANDGM Ltd may inspect the goods and relevant circumstances before determining the appropriate remedy.

This will not be used to unreasonably delay a refund or remedy that is legally due.

33Complaints and Disputes

If you are unhappy with how a return, refund or warranty claim has been handled, please contact SKAUTOANDGM Ltd Customer Service team first.

We will make reasonable efforts to review the matter and resolve genuine disputes fairly.

When contacting us, please provide your order number and any relevant correspondence, photographs, reports or other evidence.

34Contact Details

Questions regarding returns can be directed to:

SKAUTOANDGM Ltd

11 The Moat
Toot Hill
Ongar
Essex
CM5 9LR

Email: customerservice@skautoandgm.co.uk

Website: www.skautoandgm.co.uk

35Changes to This Returns Policy

SKAUTOANDGM Ltd may amend this Returns, Refunds & Cancellation Policy from time to time to reflect changes in our business, delivery arrangements, returns procedures or applicable law.

The version applicable to a transaction will normally be the version in force when the relevant order was placed, subject always to statutory rights and changes in law which apply regardless of our published terms.

The latest version will be made available on our website.

Last Updated: 9 August 2026

36Final Statutory Rights Statement

This Policy is intended to explain SKAUTOANDGM Ltd returns procedure clearly and fairly.

Nothing in this Returns, Refunds & Cancellation Policy is intended to exclude, restrict or otherwise affect any statutory rights that a consumer is entitled to exercise and which cannot lawfully be excluded or restricted.

For consumer purchases, this includes applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Published on: 1 August 2026 at 00:01