Returns Policy

1. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, you must notify us within 14 days of delivery by emailing:

help@spares-online.co.uk

You then have a further 14 days from the date you notify us to return the item.

Conditions for Change-of-Mind Returns

• Items must be unused and uninstalled

• All original packaging must be intact

• The item must not have been fitted or installation attempted

• All components, seals, labels and serial numbers must be present

You may inspect the goods as you would in a retail store. However, if handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may make a deduction from your refund to reflect any reduction in value.

Return Costs

The cost of returning non-faulty items is the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Refunds for Cancelled Orders

Once the returned item has been received and inspected, we will issue a refund within 14 days. Refunds will be made using the original payment method. Any upgraded or express delivery services are non-refundable.

2. Faulty or Incorrect Items

If your item is faulty, damaged, or incorrect, please contact us as soon as possible at:

help@spares-online.co.uk

Within 30 Days of Delivery

You are entitled to a full refund, repair or replacement if the item is faulty.

We reserve the right to inspect and test all returned items to verify the reported fault before issuing a refund or replacement.

3. Inspection & Anti-Fraud Policy

Due to the nature of appliance spare parts, all returned items are subject to inspection.

We record serial numbers and identifying marks prior to dispatch. Any returned item that:

• Does not match the original serial number

• Shows signs of use, installation or damage

• Has been substituted with a different or used part

• Is missing components

may be refused and returned to the sender.

We reserve the right to retain photographic evidence of returned goods.

Suspected fraudulent returns or deliberate item substitution may be reported to relevant authorities and/or payment providers.

4. Non-Returnable Items

We cannot accept returns for:

• Items that have been fitted or installation attempted (unless faulty)

• Sealed goods not suitable for return due to health protection or hygiene reasons once unsealed

• Perishable goods

• Items damaged due to misuse, incorrect installation or normal wear and tear

5. Returns Process

Please include:

• Your name

• Order number

• Reason for return

Send your return to:

Spares Online Ltd
The Workshops
Bucks Head Farm
Evenwood
DL14 9SP

Items returned without order details may delay processing.